HP LaserJet Enterprise MFP M631, M632, M633

HP LaserJet Enterprise MFP M634, M635, M636, M637

HP LaserJet Managed MFP E62555, E62565, E62575
HP LaserJet Managed MFP E62655, E62665, E62675
Control Panel Message Document (CPMD)

www.hp.com/support/ljM631MFP
www.hp.com/support/ljM632MFP www.hp.com/support/ljE62555mfp
www.hp.com/support/ljM633MFP www.hp.com/support/ljE62565mfp
www.hp.com/support/ljM634MFP www.hp.com/support/ljE62575mfp
www.hp.com/support/ljM635MFP www.hp.com/support/ljE62655mfp
www.hp.com/support/ljM636MFP www.hp.com/support/ljE62665mfp
www.hp.com/support/ljM637MFP www.hp.com/support/ljE62675mfp
 HP LaserJet MFP M631, M632, M633,
M634, M635, M636, M637, E62555,
E62565, E62575, E62655, E62665, E62675
- Control Panel Message Document
(CPMD)

SUMMARY

This document provides error-code troubleshooting information

Legal information
Copyright and License Trademark Credits

© Copyright 2023 HP Development Adobe®, Adobe Photoshop®, Acrobat®, and

Company, L.P. PostScript® are trademarks of Adobe
Systems Incorporated.
Reproduction, adaptation, or translation
without prior written permission is Apple and the Apple logo are trademarks of
prohibited, except as allowed under the Apple Inc., registered in the U.S. and other
copyright laws. countries.
The information contained herein is subject macOS is a trademark of Apple Inc.,
to change without notice. registered in the U.S. and other countries.
The only warranties for HP products and AirPrint is a trademark of Apple Inc.,
services are set forth in the express registered in the U.S. and other countries.
warranty statements accompanying such
products and services. Nothing herein Google™ is a trademark of Google Inc.
should be construed as constituting an
additional warranty. HP shall not be liable Microsoft®, Windows®, and Windows Server®
for technical or editorial errors or omissions are U.S. registered trademarks of Microsoft
contained herein. Corporation.

Edition 5, 4/2024 UNIX® is a registered trademark of The Open

Group.
Table of contents

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

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

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

Error-code and control-panel-message troubleshooting overview......................................................................................................... 3
Error codes (types and structure) ......................................................................................................................................................................... 3

4 How to search for printer documentation........................................................................................................................................................................ 6

WISE - How to access and use............................................................................................................................................................................................ 6
Accessing WISE.................................................................................................................................................................................................................. 6
Using WISE to search for error codes..............................................................................................................................................................10
Using WISE to access repair and replace videos for FRUs .............................................................................................................. 12

5 Printer service information.........................................................................................................................................................................................................17

6 Numerical control panel messages....................................................................................................................................................................................18

10.WX.YZ error messages .....................................................................................................................................................................................................18
10.wx.yz error messages ............................................................................................................................................................................................18
10.00.00 e-label Memory Error ..............................................................................................................................................................................19
10.00.10 e-label Missing Memory Error ............................................................................................................................................................ 21
10.00.15 Install Toner Cartridge ............................................................................................................................................................................ 23
10.00.30 Used Supply In Use ...................................................................................................................................................................................24
10.00.35 Toner Cartridge Incompatible ..........................................................................................................................................................24
10.00.59....................................................................................................................................................................................................................................24
10.00.60 Toner Cartridge low ..................................................................................................................................................................................24
10.00.69 Toner Cartridge very low ..................................................................................................................................................................... 25
10.00.70 Printing past very low .............................................................................................................................................................................. 25
10.23.15 Install Fuser kit .............................................................................................................................................................................................. 25
10.23.60 Fuser Kit low ................................................................................................................................................................................................... 31
10.23.70 Replace Fuser Kit ....................................................................................................................................................................................... 32
10.39.60 Document feeder kit low ...................................................................................................................................................................... 34
10.39.70 Document feeder kit very low ............................................................................................................................................................ 41
10.99.31 Non-HP supply in use. ..............................................................................................................................................................................48
10.99.34 Used supply in use. ...................................................................................................................................................................................48
10.99.40 Genuine HP supplies installed .........................................................................................................................................................48
10.99.41 Unsupported Supply in use .................................................................................................................................................................48
11.WX.YZ error messages ..................................................................................................................................................................................................... 49
11.* errors............................................................................................................................................................................................................................... 49

iii
 11.00.01 or 11.00.02 Internal clock error ........................................................................................................................................................... 49
13.WX.YZ error messages .................................................................................................................................................................................................... 53
13.* errors.............................................................................................................................................................................................................................. 53
13.00.EE ..................................................................................................................................................................................................................................60
13.00.FF ..................................................................................................................................................................................................................................60
13.A3.Dz .................................................................................................................................................................................................................................. 61
13.A4.Dz ..................................................................................................................................................................................................................................67
13.A5.D5 .................................................................................................................................................................................................................................73
13.A3.FF ..................................................................................................................................................................................................................................78
13.AA.EE Left door open ............................................................................................................................................................................................80
13.AB.EE Right door Open .........................................................................................................................................................................................81
13.B2.Az Jam in right door .......................................................................................................................................................................................83
13.B2.D1 Jam in right door ........................................................................................................................................................................................85
13.B2.D2 Jam in right door .......................................................................................................................................................................................88
13.B2.DX Jam in right door .....................................................................................................................................................................................104
13.B2.FF Jam in right door ......................................................................................................................................................................................108
13.B4.FF Jam in right door ......................................................................................................................................................................................109
13.B9.Az Fuser jam ........................................................................................................................................................................................................ 111
13.B9.Cz ................................................................................................................................................................................................................................ 114
13.B9.Dz ................................................................................................................................................................................................................................ 115
13.B9.FF ................................................................................................................................................................................................................................118
13.D3.Dz ...............................................................................................................................................................................................................................120
13.D3.FF ............................................................................................................................................................................................................................... 122
13.E1.D3 Fuser Area Jam.......................................................................................................................................................................................... 123
13.E1.Dz .................................................................................................................................................................................................................................124
13.E1.D2 ................................................................................................................................................................................................................................ 125
13.FF.FF .................................................................................................................................................................................................................................135
13.60.5z ................................................................................................................................................................................................................................136
13.60.6z .................................................................................................................................................................................................................................137
13.60.F0 ................................................................................................................................................................................................................................138
13.80.Az ...............................................................................................................................................................................................................................139
13.80.D1 Paper jam in stapler/stacker ............................................................................................................................................................140
13.80.Dz ................................................................................................................................................................................................................................ 141
13.80.F0 ............................................................................................................................................................................................................................... 142
13.83.Az ...............................................................................................................................................................................................................................143
13.83.Dz ...............................................................................................................................................................................................................................144
13.83.FO................................................................................................................................................................................................................................ 145
20.WX.YZ error messages .................................................................................................................................................................................................146
20.* errors ...........................................................................................................................................................................................................................146
20.00.00 Insufficient memory <device> ......................................................................................................................................................146
21.00.00 Page Too ComplexEvent log error message 21.00.00. ...................................................................................................147
30.WX.YZ error messages ..................................................................................................................................................................................................147
30.* errors............................................................................................................................................................................................................................147
30.01.01 ..................................................................................................................................................................................................................................147
30.01.08 Home position error .............................................................................................................................................................................. 155
30.01.14 Scan system EEPROM error .............................................................................................................................................................159
30.01.41 Scanner error .............................................................................................................................................................................................. 162
30.01.43 SCB memory failure ...............................................................................................................................................................................167

iv
 30.01.44 ................................................................................................................................................................................................................................169
30.01.46 Scanner Error .............................................................................................................................................................................................174
30.01.54..................................................................................................................................................................................................................................177
30.01.57 ..................................................................................................................................................................................................................................177
30.03.14 ................................................................................................................................................................................................................................180
30.03.20 ...............................................................................................................................................................................................................................181
30.03.22 Scanner failure .........................................................................................................................................................................................184
30.03.23 Scanner failure .........................................................................................................................................................................................188
30.03.30 Scanner Failure ........................................................................................................................................................................................191
30.03.45 Scanner Error To continue turn off then on ........................................................................................................................195
30.04.01 Flatbed Sensor Cable Not Detected ........................................................................................................................................198
30.04.02 Flatbed FFC Cable Not Detected ............................................................................................................................................... 201
30.04.03 ADF FFC Cable Disconnected ..................................................................................................................................................... 205
30.04.04 ADF Motor Cable Disconnected ................................................................................................................................................208
30.04.05 ADF Sensor Cable Disconnected .............................................................................................................................................. 212
31.WX.YZ error messages .................................................................................................................................................................................................. 215
31.* errors............................................................................................................................................................................................................................ 215
31.01.47 Document feeder not detected ...................................................................................................................................................... 216
31.03.14 ..................................................................................................................................................................................................................................217
31.03.20 Backside scanner not detected ................................................................................................................................................... 218
31.03.22 Scanner calibration failure ............................................................................................................................................................... 221
31.03.30 Document feeder pick motor error ........................................................................................................................................... 223
31.03.31 Document feeder motor stall ......................................................................................................................................................... 225
31.03.33 Backside scanner calibration area dirty ................................................................................................................................227
31.13.00 Document feeder multi-pick error ..............................................................................................................................................230
31.13.01 ................................................................................................................................................................................................................................. 248
31.13.02 .................................................................................................................................................................................................................................267
31.13.13 ..................................................................................................................................................................................................................................286
31.13.14 ..................................................................................................................................................................................................................................288
32.WX.YX error messages ................................................................................................................................................................................................290
32.* errors ..........................................................................................................................................................................................................................290
32.08.A1, 32.08.A2, 32.08.A3 ................................................................................................................................................................................290
32.1C.05 ..............................................................................................................................................................................................................................290
32.1C.06 (event code).................................................................................................................................................................................................290
32.1C.07 (event code) .................................................................................................................................................................................................. 291
32.1C.08 (event code).................................................................................................................................................................................................. 291
32.1C.09 (event code).................................................................................................................................................................................................. 291
32.1C.0A (event code) ................................................................................................................................................................................................. 291
32.1C.0D (event code)................................................................................................................................................................................................. 291
32.1C.11 (event code) .................................................................................................................................................................................................. 292
32.1C.13, 32.1C.14 ............................................................................................................................................................................................................ 292
32.1C.15 ................................................................................................................................................................................................................................ 292
32.1C.2E ............................................................................................................................................................................................................................... 292
32.1C.2F ............................................................................................................................................................................................................................... 292
32.1C.40 .............................................................................................................................................................................................................................. 292
32.1C.41 ................................................................................................................................................................................................................................ 293
32.1C.42 ............................................................................................................................................................................................................................... 293
32.1C.43 ............................................................................................................................................................................................................................... 293

v
 32.1C.44 ............................................................................................................................................................................................................................... 293
32.1C.45 ............................................................................................................................................................................................................................... 293
32.1C.46 ...............................................................................................................................................................................................................................294
32.1C.47 ...............................................................................................................................................................................................................................294
32.1C.48 ...............................................................................................................................................................................................................................294
32.1C.49 ...............................................................................................................................................................................................................................294
32.1C.4A .............................................................................................................................................................................................................................. 294
32.1C.56 .............................................................................................................................................................................................................................. 295
32.1C.57 ............................................................................................................................................................................................................................... 295
32.1C.58 .............................................................................................................................................................................................................................. 295
32.1C.60 .............................................................................................................................................................................................................................. 295
32.1C.61 ................................................................................................................................................................................................................................ 295
32.1C.62 ............................................................................................................................................................................................................................... 295
32.1C.68 ..............................................................................................................................................................................................................................296
32.1C.69 ...............................................................................................................................................................................................................................296
32.1C.6A ..............................................................................................................................................................................................................................296
32.1C.6D ..............................................................................................................................................................................................................................296
33.WX.YZ error messages ................................................................................................................................................................................................296
33.* errors..........................................................................................................................................................................................................................296
33.01.xx ...............................................................................................................................................................................................................................298
33.02.01 Used board/disk installed .................................................................................................................................................................298
33.02.02...............................................................................................................................................................................................................................299
33.03.02 ..............................................................................................................................................................................................................................299
33.03.03 Incompatible formatter installed. ..............................................................................................................................................300
33.03.05 EFI Boot error .............................................................................................................................................................................................301
33.03.06 .............................................................................................................................................................................................................................303
33.04.01 Missing TPM................................................................................................................................................................................................303
33.04.02 Missing TPM...............................................................................................................................................................................................304
33.04.03 Unknown TPM ...........................................................................................................................................................................................304
33.04.05...............................................................................................................................................................................................................................304
33.05.0z SureStart errors .....................................................................................................................................................................................306
33.05.1x Whitelisting errors .................................................................................................................................................................................. 307
33.05.2x Intrusion detection errors ............................................................................................................................................................... 307
33.05.5z Intrusion detection errors ...............................................................................................................................................................308
33.06.01................................................................................................................................................................................................................................309
40.WX.YZ error messages .................................................................................................................................................................................................310
40.* errors...........................................................................................................................................................................................................................310
40.00.01 USB I/O buffer overflow To continue, touch “OK” .............................................................................................................310
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................................310
40.00.03 EIO [x] buffer overflow To continue, touch “OK” ................................................................................................................. 311
40.00.04 EIO [x] bad transmission To continue, touch “OK” ............................................................................................................ 311
40.00.05 Embedded I/O bad transmission To continue, touch OK ............................................................................................ 311
40.08.0x USB storage accessory removed ............................................................................................................................................... 311
40.0x.05 USB storage accessory removed ............................................................................................................................................... 311
40.80.04 Failed to read NVRAM ......................................................................................................................................................................... 311
41.WX.YZ error messages .................................................................................................................................................................................................. 312
41.01.YZ ................................................................................................................................................................................................................................. 312
41.02.00 Error ..................................................................................................................................................................................................................314

vi
 41.03.FZ Unknown Misprint Error ...................................................................................................................................................................... 317
41.03.YZ Unexpected size in tray <X> .............................................................................................................................................................318
41.04.YZ Printer Error ................................................................................................................................................................................................320
42.WX.YZ error messages ................................................................................................................................................................................................ 323
42.* errors .......................................................................................................................................................................................................................... 323
44.WX.YZ error messages ................................................................................................................................................................................................ 323
44.* errors.......................................................................................................................................................................................................................... 323
44.01.xx Error Event log message ....................................................................................................................................................................324
44.02.xx Error Event log message (Multifunction product only.).................................................................................................324
44.03.xx Error Event log message ...................................................................................................................................................................324
44.04.xx Error Event log message (Multifunction product only.) ............................................................................................... 325
44.05.xx Error Event log message (Multifunction product only.) ............................................................................................... 325
44.07.xx Error Event log message (Multifunction product only.) ................................................................................................ 325
44.08.xx Error Event log message (Multifunction product only.) ............................................................................................... 325
44.10.xx Error Event log message (Multifunction product only.)................................................................................................. 325
44.11.0E Error Event log message (Multifunction product only.)................................................................................................. 326
44.11.xx Error Event log message (Multifunction product only.).................................................................................................. 326
44.12.0E Error Event log message (Multifunction product only.)................................................................................................ 326
44.12.xx Error Event log message (Multifunction product only.)................................................................................................. 326
44.16.01 Error Event log message (Multifunction product only.)................................................................................................. 326
44.16.02 Error Event log message (Multifunction product only.).................................................................................................327
44.16.03 Error Event log message (Multifunction product only.).................................................................................................327
44.16.04 Error Event log message (Multifunction product only.).................................................................................................327
44.16.05 Error Event log message (Multifunction product only.)................................................................................................ 328
44.16.06 Error Event log message (Multifunction product only.)................................................................................................ 328
44.16.07 Error Event log message (Multifunction product only.)................................................................................................. 328
44.16.08 Error Event log message (Multifunction product only.)................................................................................................ 328
44.16.09 Error Event log message (Multifunction product only.)................................................................................................ 328
44.16.0A Error Event log message (Multifunction product only.) ............................................................................................... 329
44.16.0B Error Event log message (Multifunction product only.) ............................................................................................... 329
44.16.0D Error Event log message (Multifunction product only.) ............................................................................................... 329
44.16.0E Error Event log message (Multifunction product only.)................................................................................................ 329
44.16.0F Error Event log message (Multifunction product only.)................................................................................................330
44.16.10 Error Event log message (Multifunction product only.) .................................................................................................330
44.16.FF Error Event log message (Multifunction product only.) ................................................................................................330
44.34.xx Error Event log message ...................................................................................................................................................................330
44.34.03 Fax Modem Failure ...............................................................................................................................................................................330
44.34.E5 Fax Modem Failure ................................................................................................................................................................................331
44.92.YZ Error Event log message ...................................................................................................................................................................331
44.90.xx, 44.91.xx, 44.92.xx Error Event log message ........................................................................................................................ 332
46.WX.YZ error messages ................................................................................................................................................................................................ 332
46.* error messages .................................................................................................................................................................................................. 332
46.21.52................................................................................................................................................................................................................................333
47.WX.YZ error messages.................................................................................................................................................................................................333
47.* errors...........................................................................................................................................................................................................................333
47.00.xx ...............................................................................................................................................................................................................................334
47.01.xx ................................................................................................................................................................................................................................334
47.02.xx ...............................................................................................................................................................................................................................335

vii
 47.03.xx ...............................................................................................................................................................................................................................335
47.04.xx ...............................................................................................................................................................................................................................336
47.05.xx ...............................................................................................................................................................................................................................336
47.06.xx ................................................................................................................................................................................................................................337
47.FC.yz Printer Calibration Failed To continue, touch “OK” ...........................................................................................................337
48.WX.YZ error messages................................................................................................................................................................................................338
48.* errors..........................................................................................................................................................................................................................338
49.WX.YZ error messages ................................................................................................................................................................................................339
49.XX.YY Error To continue turn off then on .............................................................................................................................................339
49.21.52 ................................................................................................................................................................................................................................. 341
49.38.0C............................................................................................................................................................................................................................... 341
49.38.07 ............................................................................................................................................................................................................................... 342
50.WX.YZ error messages ................................................................................................................................................................................................343
50.* errors..........................................................................................................................................................................................................................343
50.1x.yz ................................................................................................................................................................................................................................343
50.2X.YZ ..............................................................................................................................................................................................................................347
50.3X.YZ .............................................................................................................................................................................................................................350
50.4X.YZ .............................................................................................................................................................................................................................353
50.6X.YZ .............................................................................................................................................................................................................................355
50.7F.00 ..............................................................................................................................................................................................................................358
50.8X.YZ ............................................................................................................................................................................................................................. 362
50.9X.YZ .............................................................................................................................................................................................................................364
50.AX.YZ ..............................................................................................................................................................................................................................367
50.BX.YZ .............................................................................................................................................................................................................................369
51.WX.YZ, 52.WX.YZ error messages ...........................................................................................................................................................................371
51.* errors .............................................................................................................................................................................................................................371
51.00.yz .................................................................................................................................................................................................................................372
52.00.00/52.00.20 Scanner Startup/Rotation error ...........................................................................................................................373
53.WX.YZ error messages .................................................................................................................................................................................................373
53.A0.y0 ...............................................................................................................................................................................................................................373
53.A0.y1 ................................................................................................................................................................................................................................374
53.A1.y0 Enter error message .............................................................................................................................................................................374
53.A1.y1..................................................................................................................................................................................................................................375
53.A2.y0 ...............................................................................................................................................................................................................................376
53.A2.y1 ................................................................................................................................................................................................................................377
53.B0.0z................................................................................................................................................................................................................................377
53.B1.0z ...............................................................................................................................................................................................................................378
53.B2.0z ...............................................................................................................................................................................................................................378
53.B3.0z ..............................................................................................................................................................................................................................379
53.C1.0z Tray "Z" size mismatch. ........................................................................................................................................................................379
54.WX.YZ error messages ................................................................................................................................................................................................380
54.* errors..........................................................................................................................................................................................................................380
54.00.01 / 54.00.03 .......................................................................................................................................................................................................381
55.WX.YZ, 56.WX.YZ error messages........................................................................................................................................................................ 382
55.* errors.......................................................................................................................................................................................................................... 382
55.00.01, 55.00.03 or 55.00.04 DC Controller Error ............................................................................................................................ 382
55.00.05 Engine Firmware RFU Error ............................................................................................................................................................385

viii
 55.01.06, 55.02.06 DC controller error To continue turn off then on ......................................................................................385
56.00.YZ ...............................................................................................................................................................................................................................387
56.00.01 Illegal Input Printer Error ...................................................................................................................................................................388
57.WX.YZ error mesages....................................................................................................................................................................................................388
57.* errors...........................................................................................................................................................................................................................388
57.00.01 Fan failure .....................................................................................................................................................................................................388
57.00.02 Fan failure ....................................................................................................................................................................................................389
57.00.03 Fan failure ....................................................................................................................................................................................................390
57.00.04 Fan failure .................................................................................................................................................................................................... 392
58.WX.YZ error messages................................................................................................................................................................................................ 392
58.* errors.......................................................................................................................................................................................................................... 392
58.00.02 Error ................................................................................................................................................................................................................393
58.00.03 Error ................................................................................................................................................................................................................394
58.00.04 Error ................................................................................................................................................................................................................395
58.01.04 Error .................................................................................................................................................................................................................396
58.02.04 Error ................................................................................................................................................................................................................396
59.WX.YZ error messages .................................................................................................................................................................................................397
59.* errors ...........................................................................................................................................................................................................................397
59.00.30 or 59.00.40: Fuser error ....................................................................................................................................................................398
59.00.50 or 59.00.60 ...................................................................................................................................................................................................401
59.00.90 .............................................................................................................................................................................................................................402
59.00.C0 .............................................................................................................................................................................................................................404
60.00.0Y, 62.00.00 error messages ...........................................................................................................................................................................405
60.* errors..........................................................................................................................................................................................................................405
60.01.02 ...............................................................................................................................................................................................................................405
60.01.03................................................................................................................................................................................................................................408
60.01.04 ...............................................................................................................................................................................................................................410
60.01.05 ............................................................................................................................................................................................................................... 412
60.01.06 ............................................................................................................................................................................................................................... 414
62.* errors........................................................................................................................................................................................................................... 415
62.00.00 No system To continue turn off then on ................................................................................................................................ 416
65.X0.AZ error messages.................................................................................................................................................................................................. 416
65.* errors........................................................................................................................................................................................................................... 416
66.WX.YZ error messages..................................................................................................................................................................................................417
66.* errors............................................................................................................................................................................................................................417
66.00.77 Output accessory failure ...................................................................................................................................................................417
66.00.0A Output accessory failure ..................................................................................................................................................................417
66.80.01 and 66.80.02 device failure .............................................................................................................................................................. 418
66.80.03, 66.80.19, 66.80.20 or 66.80.35 device failure ..................................................................................................................... 418
66.80.17 device failure ............................................................................................................................................................................................... 419
66.80.21, 66.80.22, 66.80.23, and 66.80.33 device failure ...............................................................................................................420
70.WX.YZ error messages.................................................................................................................................................................................................420
70.* errors...........................................................................................................................................................................................................................420
70.00.00 Error To continue turn off then on .............................................................................................................................................. 421
80.WX.YZ, 81.WX.YZ, 82.WX.YZ error messages ................................................................................................................................................ 422
80.0X.YZ Embedded Jetdirect Error .............................................................................................................................................................. 422

ix
 81.WX.YZ EIO Error To continue turn off then on ....................................................................................................................................424
81.09.00 Error.................................................................................................................................................................................................................. 426
82.* errors...........................................................................................................................................................................................................................427
82.0x.YZ Internal disk device failure .............................................................................................................................................................. 429
82.73.45 Disk Successfully cleaned .............................................................................................................................................................. 432
82.73.46, 82.73.47 .......................................................................................................................................................................................................... 432
90.WX.YZ error messages................................................................................................................................................................................................433
90.* errors..........................................................................................................................................................................................................................433
90.0F.06...............................................................................................................................................................................................................................434
90.15.00 ...............................................................................................................................................................................................................................435
90.15.01 ................................................................................................................................................................................................................................435
98.0X.0Y error messages .................................................................................................................................................................................................436
98.00.0c .............................................................................................................................................................................................................................436
98.00.01 or 98.01.00 Corrupt data in firmware volume ....................................................................................................................439
98.00.02 Corrupt data in the solutions volume .....................................................................................................................................440
98.00.03 Corrupt data in the configuration volume ..........................................................................................................................443
98.00.04 Corrupt data in the job data volume .......................................................................................................................................444
98.03.11.................................................................................................................................................................................................................................444
99.WX.YZ error messages ................................................................................................................................................................................................444
99.* errors..........................................................................................................................................................................................................................444
99.00.01 Upgrade not performed file is corrupt ...................................................................................................................................445
99.00.02 Upgrade not performed timeout during receive ............................................................................................................445
99.00.03 Upgrade not performed error writing to disk ....................................................................................................................446
99.00.04 Upgrade not performed timeout during receive ............................................................................................................449
99.00.05 Upgrade not performed timeout during receive ............................................................................................................449
99.00.06 Upgrade not performed error reading upgrade .............................................................................................................450
99.00.07 Upgrade not performed error reading upgrade .............................................................................................................. 453
99.00.08 Upgrade not performed error reading upgrade .............................................................................................................456
99.00.09 Upgrade canceled by user .............................................................................................................................................................459
99.00.10 Upgrade canceled by user ..............................................................................................................................................................460
99.00.11 Upgrade canceled by user ................................................................................................................................................................460
99.00.12 Upgrade not performed the file is invalid ..............................................................................................................................460
99.00.13 Upgrade not performed the file is invalid ..............................................................................................................................460
99.00.14 Upgrade not performed the file is invalid ..............................................................................................................................460
99.00.2x ...............................................................................................................................................................................................................................461
99.01.xx ............................................................................................................................................................................................................................... 462
99.02.01 ............................................................................................................................................................................................................................... 462
99.02.09 .............................................................................................................................................................................................................................. 462
99.07.YZ Firmware install error .......................................................................................................................................................................... 462
99.07.22 Firmware install error ...........................................................................................................................................................................463
99.09.60 Unsupported disk ..................................................................................................................................................................................465
99.09.61 Unsupported disk ...................................................................................................................................................................................465
99.09.62 Unknown disk ...........................................................................................................................................................................................466
99.09.63 Incorrect disk ............................................................................................................................................................................................467
99.09.64 Disk Nonfunctional ...............................................................................................................................................................................467
99.09.65 Disk data error .........................................................................................................................................................................................470
99.09.66 No boot device. ........................................................................................................................................................................................470
99.09.67 Disk is not bootable please download firmware ..............................................................................................................477

x
 99.39.64 eMMC Nonfunctional ..........................................................................................................................................................................481
99.39.67 eMMC Not Bootable .............................................................................................................................................................................481

7 Alphabetical control panel messages........................................................................................................................................................................... 482

Alphabetical messages ..................................................................................................................................................................................................... 482
Accept bad signature .............................................................................................................................................................................................. 482
Authentication required ......................................................................................................................................................................................... 482
Bad optional tray connection ............................................................................................................................................................................ 482
Canceling...<jobname> ............................................................................................................................................................................................483
Cartridge low .................................................................................................................................................................................................................483
Cartridge Memory Abnormal ............................................................................................................................................................................483
Cartridge out .................................................................................................................................................................................................................483
Checking engine ..........................................................................................................................................................................................................483
Checking paper path ...............................................................................................................................................................................................484
Chosen personality not available To continue touch “OK” ...........................................................................................................484
Cleaning ............................................................................................................................................................................................................................484
Clearing activity log ..................................................................................................................................................................................................484
Clearing paper path ..................................................................................................................................................................................................484
Close left door ..............................................................................................................................................................................................................484
Close right door ...........................................................................................................................................................................................................486
Communication lost ..................................................................................................................................................................................................487
Data received To print last page press “OK” ............................................................................................................................................ 491
Event log is empty ....................................................................................................................................................................................................... 491
Expected drive missing ........................................................................................................................................................................................... 491
External device initializing ..................................................................................................................................................................................... 491
Fuser Kit low ................................................................................................................................................................................................................... 492
Fuser Kit very low To continue, touch “OK” ............................................................................................................................................... 492
Gateways failed ........................................................................................................................................................................................................... 492
Genuine HP supply installed ............................................................................................................................................................................... 492
Incompatible <Supply> ........................................................................................................................................................................................... 493
Incompatible supplies ............................................................................................................................................................................................. 493
Initializing... ....................................................................................................................................................................................................................... 493
Install fuser unit ........................................................................................................................................................................................................... 493
Install supplies ..............................................................................................................................................................................................................494
Internal disk device failure To clear touch “OK” ....................................................................................................................................494
Internal disk file operation failed .....................................................................................................................................................................494
Internal disk file system is full ............................................................................................................................................................................494
Internal disk is write protected .........................................................................................................................................................................494
Internal disk not found ............................................................................................................................................................................................ 495
Internal disk not functional .................................................................................................................................................................................. 495
Internal disk not initialized .................................................................................................................................................................................... 495
Internal disk spinning up ........................................................................................................................................................................................ 495
Load Tray <X>: [Type], [Size] To use another tray, press “OK” .......................................................................................................496
Loading program <XX> Do not power off ..................................................................................................................................................496
Manually feed output stack Then touch "OK" to print second side .......................................................................................496
Manually feed: <Type><Size> .............................................................................................................................................................................496
No job to cancel ............................................................................................................................................................................................................497
No USB drive or files found....................................................................................................................................................................................497
NON HP Supply Installed .......................................................................................................................................................................................499

xi
 Output Bin Full ...............................................................................................................................................................................................................499
Paused… .............................................................................................................................................................................................................................500
Performing Paper Path Test ................................................................................................................................................................................500
Please Wait... ..................................................................................................................................................................................................................500
Printing Cleaning Page... ........................................................................................................................................................................................500
Printing Configuration... ..........................................................................................................................................................................................500
Printing engine test... .................................................................................................................................................................................................501
Printing Event Log... .....................................................................................................................................................................................................501
Printing File Directory... ............................................................................................................................................................................................501
Printing Font List... ........................................................................................................................................................................................................501
Printing Help Page... ....................................................................................................................................................................................................501
Printing Menu Map... ...................................................................................................................................................................................................501
Printing Registration Page ...................................................................................................................................................................................502
Printing stopped... .......................................................................................................................................................................................................502
Printing Supplies Status Page... ........................................................................................................................................................................502
Printing Usage Page... ..............................................................................................................................................................................................502
Processing duplex job Do not grab paper until job completes ..................................................................................................502
Processing job from tray <x>... Do not grab paper until job completes ...............................................................................502
Processing... ....................................................................................................................................................................................................................503
Processing... copy <x> of <y> ..............................................................................................................................................................................503
RAM disk device failure To clear press “OK” ...........................................................................................................................................503
RAM disk file operation failed To clear press “OK” .............................................................................................................................503
RAM disk file system is full To clear press “OK” ....................................................................................................................................503
RAM disk not initialized ...........................................................................................................................................................................................503
RAM disk is write protected To clear press “OK” ..................................................................................................................................504
Ready ...................................................................................................................................................................................................................................504
Ready <IP Address> ..................................................................................................................................................................................................504
Receiving Upgrade ....................................................................................................................................................................................................504
Remove USB accessory ........................................................................................................................................................................................504
Replace <Supply> .......................................................................................................................................................................................................504
Resend external accessory firmware .........................................................................................................................................................505
Resend Upgrade ..........................................................................................................................................................................................................505
Restore Factory Settings ......................................................................................................................................................................................505
RFU Load Error Send full RFU on <X> Port ................................................................................................................................................505
ROM disk device failed To clear press “OK” .............................................................................................................................................505
ROM disk file operation failed To clear press “OK” .............................................................................................................................506
ROM disk file system is full To clear press “OK” ....................................................................................................................................506
ROM disk is write protected To clear press “OK” .................................................................................................................................506
ROM disk not initialized To clear press “OK” ...........................................................................................................................................506
Sanitizing disk <X> complete Do Not power off ...................................................................................................................................506
Size mismatch in Tray <X> ....................................................................................................................................................................................506
Sleep mode on .............................................................................................................................................................................................................. 507
Supplies low .................................................................................................................................................................................................................... 507
Supply memory warning ........................................................................................................................................................................................ 507
Too many jobs in queue ..........................................................................................................................................................................................508
Tray <X> empty: [Type], [Size] ..............................................................................................................................................................................508
Tray 2 empty: [Type], [Size] ....................................................................................................................................................................................508
Tray <X> lifting ................................................................................................................................................................................................................ 510
Tray <X> open ................................................................................................................................................................................................................. 510

xii
 Tray <X> [type] [size] .................................................................................................................................................................................................. 510
Tray 2 overfilled or roller issue ............................................................................................................................................................................ 510
Type mismatch Tray <x> ...........................................................................................................................................................................................517
The unit has corrupt data .......................................................................................................................................................................................517
Unsupported drive installed To continue, touch “OK” .........................................................................................................................517
Unsupported tray configuration ....................................................................................................................................................................... 518
Unsupported USB accessory detected Remove USB accessory .......................................................................................... 518
USB accessory not functional ........................................................................................................................................................................... 518
USB hubs are not fully supported Some operations may not work properly .................................................................. 518
USB is write protected To clear press “OK” ............................................................................................................................................... 518
USB needs too much power Remove USB and then turn off and on ..................................................................................... 518
USB not initialized ........................................................................................................................................................................................................ 519
USB storage accessory removed Clearing any associated data ........................................................................................... 519
USB storage device failure To clear press “OK” .................................................................................................................................... 519
USB storage file operation failed To clear press “OK” .....................................................................................................................520
USB storage file operation failed To clear press “OK” .....................................................................................................................520
USB storage file system is full To clear press “OK” ............................................................................................................................520
Verifying, Please Wait ..............................................................................................................................................................................................520
Waiting for tray <x> to lift ......................................................................................................................................................................................520
Windows Login Required to Use this Feature ......................................................................................................................................... 521

Index............................................................................................................................................................................................................................................................. 522

xiii
1 Document last updated

The following is the last time this document was updated:

Last update: October 2, 2023

Document last updated 1

 2 About this document

This document provides error-code troubleshooting information.

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

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

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

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

TIP: Save Product Detail page

URL location in favorites

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

● Web-based: Most up-to-date

information available

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

● Use when a printable document

is needed

NOTE: Always refer to the printer

service manual for removal and
replacement procedures

NOTE: For current information, use

the Web-based format.

2 Chapter 2 About this document

3 Control-panel message types

The control-panel messages and event code entries indicate the current printer status or situations that
might require action.

NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print
the event log errors.

A control-panel message displays temporarily and might require you (or the applicable user) to
acknowledge the message by touching the OK button to resume printing or by touching the Stop button
to cancel the job.

With certain messages, the job might not finish printing, or the print quality might be affected. If the
message is related to printing and the auto-continue feature is on, the printer will attempt to resume
printing after the message has appeared for 10 seconds without acknowledgement.

For some messages, restarting the printer might fix the problem. If a critical error persists, the printer
might require service.

Error-code and control-panel-message troubleshooting

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

Error codes (types and structure)

Error codes and control-panel messages display on the printer control panel to indicate the current
printer status or situations that might require action. Error codes are numerical, or alphanumerical, and
have a set structure with six characters (example: 13.WX.YZ).

● The first two characters are numeric and represent the system component that is causing the error.
For example, in error code 10.22.15, 10 = Supplies for HP LaserJets.

● The remaining four characters (W, X, Y, and Z values) further define the error.

HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message
document (CPMD) for each printer.

The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or
resolve the error, and other helpful information such as service mode pins and part numbers.

The CPMD is continually updated and republished with the latest information for the following error
codes.

Control-panel message types 3

 Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.

11.WX.YZ Real-time clock Internal error with the clock on the formatter.

13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.

15.WX.YZ Jam (PageWide) Paper jam or open door jam error.

17.WX.YZ Supplies (PageWide) Supply error or supply memory error.

20.WX.YZ Printer memory Insufficient memory or buffering error.

21.WX.YZ Page Page complexity causing a decompression error

when trying to process job.

30.WX.YZ Scanner Flatbed scanner error occurring inside the unit.

31.WX.YZ Document feeder Document feeder, scanner, or jam error.

32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or error.

33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity

(SureStart), or Trusted Platform Module (TPM)
notification or error.

40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB

accessory error.

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

42.WX.YZ Firmware Firmware failure involving the Event Log, Shell,

System Manager, or other component.

44.WX.YZ Firmware Firmware failure involving a digital sending

component.

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

Web Kit (communications log).

46.WX.YZ Engine (LaserJet) Engine communication error.

47.WX.YZ Firmware Job parser or printer calibration error.

48.WX.YZ Firmware PJA job accounting, job management, or job

pipeline error.

49.WX.YZ Firmware Firmware communication error.

50.WX.YZ Fuser (LaserJet) Fuser error.

51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.

52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.

54.WX.YZ Sensor Sensor error (not jam related).

55.WX.YZ DC controller (LaserJet) DC controller communication error.

56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

4 Chapter 3 Control-panel message types

Table 3-1 ERROR CODES: The first two characters (continued)

Error code System Component System Error Description

59.WX.YZ Motor (LaserJet) Motor error.

60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.

61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data package.

62.WX.YZ System (LaserJet) LaserJet internal system error.

Print bar (PageWide) PageWide print system error.

63.WX.YZ Engine (LaserJet) General engine error (electrical, communication,

etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

70.WX.YZ DC controller (LaserJet) DC controller firmware error.

76.WX.YZ DC controller (LaserJet) Power supply fluctuations causes formatter and

DC controller communication issue and results
them not to be in synchronization.

80.WX.YZ Managed device Embedded Jetdirect error.

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

82.WX.YZ Memory (hard disk, EMMC, etc.) Disk hardware error.

90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB, display) or
interconnection error.

98.WX.YZ Hard disk Hard disk partition error.

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

(engine or accessory), or disk error.

Error codes (types and structure) 5

 4 How to search for printer documentation

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

For HP internal access to WISE, go to WISE.

For HP channel partners access WISE, see Accessing WISE for HP channel partners (HP Partner Portal)
on page 6 or {Xref Error! Target does not exist.}Accessing WISE for HP channel partners (CSDP).

WISE is available to call agents, service technicians, and HP internal users. The level of detail available
depends on your access credentials. To learn how to find support content in WISE, watch the video here.

WISE - How to access and use

Learn how to access and use Web-based Interactive Search Engines (WISE) to locate available support
information. WISE is a repository of technical support documentation including service manuals, user
guides, videos, and general support information.

Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or
an internal HP user.

Accessing WISE for HP channel partners (HP Partner Portal)

Learn how to access WISE by accessing the HP Partner Portal if you are an HP Channel Partner.

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

View a video of how to access WISE for HP channel partners

6 Chapter 4 How to search for printer documentation

1. Sign-in to the HP Partner Portal (click https://partner.hp.com to access the sign-in page).

Figure 4-1 HP Partner Portal sign-in page

2. On the HP Partner Portal home page, click the Services & Support item.

Figure 4-2 HP Partner Portal home page

3. Select the Technical Support (WISE) item.

Figure 4-3 HP Partner Portal Service & Support page

Accessing WISE for HP channel partners (HP Partner Portal) 7

 4. Select the Technical Documentation item.

Figure 4-4 HP Partner Portal Technical Support (WISE)page

5. Use the WISE portal to search for printer information.

Figure 4-5 WISE portal home page

Accessing WISE for internal HP users

Learn how to access WISE if you are an internal HP user.

1. Open one of the Web-based Interactive Search Engines (WISE) URLs listed below.

Americas (AMS)

● WISE - English

● WISE - Spanish

● WISE - Portuguese

● WISE - French

8 Chapter 4 How to search for printer documentation

 Asia Pacific / Japan (APJ)

● WISE - English

● WISE - Japanese

● WISE - Korean

● WISE - Chinese (simplified)

● WISE - Chinese (traditional)

● WISE - Thai

Europe / Middle East / Africa (EMEA)

● WISE - English

2. Select Commercial from the drop-down menu.

Figure 4-6 Choose an experience

3. The WISE home page appears.

Play the video:

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

Accessing WISE for internal HP users 9

 Using WISE to search for error codes
Learn how to use WISE to look up error codes.

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.

You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).

Search for error codes using the lookup widget

Learn how to search for a specific error code using the WISE Error Code Lookup widget.

1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.

TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

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

10 Chapter 4 How to search for printer documentation

 3. Type the error code (for example, 13.E1.D3) in the Error Code Lookup field, and then select the
search icon.

1 2

4. The error code troubleshooting content displays in the All Search Results area.

Play the video:

View a video of how to search for error codes using the Product Detail Page (PDP) or the Error
Code Lookup tool.

Search for error codes from the WISE home page

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

1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.

Search for error codes from the WISE home page 11

 2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

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

3. Type the error code (for example, 13.E1.D3) in the Search keyword field, and then select the search
icon.

1 2

4. The error code troubleshooting content displays in the All Search Results area.

Using WISE to access repair and replace videos for FRUs

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

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer
models.

12 Chapter 4 How to search for printer documentation

 You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh,
z).

Search for videos using the Product Detail Page (PDP)

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

1. Enter a printer model number (for example, M606) in the Go to a Product Detail page dialog box.

TIP: To find a Product Detail Page (PDP) from a list of products by product type, select the …or
select your product from a list item just below the dialog box.

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

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

Search for videos using the Product Detail Page (PDP) 13

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

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

TIP: Select the Add Or Remove Hardware & Customer Self Repair filter under Troubleshooting to
limit the search results to repair and replace videos.

Play the video:

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

Search for videos using the WISE search function

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

1. On the WISE home page, enter a printer model number (for example, M606) in the Search dialog
box.

14 Chapter 4 How to search for printer documentation

2. A drop-down list appears. Click on the full printer series name (for example, HP LaserJet Enterprise
M606 series) in the list.

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

3. Select the search icon.

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

TIP: To refine video search results, type a part name in the keyword search bar, and then select
the search icon. For example, entering the word fuser to the keyword search bar returns videos
related to repair and replacement of the fuser.

Search for videos using the WISE search function 15

 Play the video:

View a video of how to perform a model number search

16 Chapter 4 How to search for printer documentation

5 Printer service information

Last update: October 2, 2023

Service mode PIN number:

M631, M632, M633, M634, M635, M636, M637, E62555, E62565, E62575, E62655, E62665, E62675:
05063117

NOTE: When possible, always update the printer firmware to the latest available version at HP.com as
part of the troubleshooting performed for any of the following errors.

Printer service information 17

 6 Numerical control panel messages

Use the following numerical error message troubleshooting to resolve your issue.

10.WX.YZ error messages

10.wx.yz error messages
Errors in the 10.* family are related to toner cartridges and other supply items that require regular
replacement as part of routine printer maintenance.

Order replacement supplies and install them as necessary. To order parts, go to

https://www.hp.com/buy/parts.

Use the following list to identify the supply item affected:

NOTE: Not all printers have all of these supplies.

● 10.00.XX = Black toner cartridge

● 10.01.XX = Cyan toner cartridge

● 10.02.XX = Magenta toner cartridge

● 10.03.XX = Yellow toner cartridge

● 10.10.XX = Transfer roller

● 10.22.XX = Transfer Belt

● 10.23.XX = Fuser kit

● 10.31.XX = Toner collection unit

● 10.39.XX = Document feeder kit

● 10.99.XX = One or more supply items have been installed

Recommended action
Follow these troubleshooting steps in the order presented.

Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

18 Chapter 6 Numerical control panel messages

 To order parts, go to https://www.hp.com/buy/parts.

1. For toner cartridges:

a. Remove and reinstall the cartridge.

b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the
toner cartridge.

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

2. For the transfer kit:

a. Remove and then reinstall the transfer unit.

b. If print quality is unacceptable, or if printing cannot continue, replace the transfer kit.

3. For the fuser kit:

a. Remove and then reinstall the fuser.

CAUTION: The fuser might be hot.

b. If print quality is unacceptable, or if printing cannot continue, replace the fuser kit.

4. For the toner collection unit:

a. Remove the toner collection unit and reinstall it.

b. If the toner collection unit is nearly full, replace it with a new one. Using a toner collection unit
until it is overfilled can damage the printer.

5. For the document feeder kit:

a. Open the document feeder top cover and inspect the rollers for obvious dirt or wear. Clean the
rollers if necessary.

b. Install a new roller kit.

10.00.00 e-label Memory Error

The printer is unable to read the toner cartridge data. The toner cartridge is present but defective.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

Recommended action for customers

1. Check the toner cartridge.

a. Open the left door.

b. Slide out the toner tray.

c. Pull out and then up on the toner cartridge to remove it.

10.00.00 e-label Memory Error 19

 d. Check and clean the e-label connection. If it is damaged, replace the toner cartridge.

e. Reinstall the toner cartridge and close the left door.

2. If the message displays again, turn the printer off, and then on.

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

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

Recommended action for call-center agents and onsite technicians

1. Check the toner cartridge.

a. Open the left door.

b. Slide out the toner tray.

c. Pull out and then up on the toner cartridge to remove it.

d. Check and clean the e-label connection. If it is damaged, replace the toner cartridge.

e. Reinstall the toner cartridge and close the left door.

2. If the message displays again, turn the printer off, and then on.

3. Test the printer with another toner cartridge. Replace the toner cartridge as needed.

20 Chapter 6 Numerical control panel messages

 4. If the error persists, check the e-label contact in the printer. If the contact is damaged, elevate the
issue using the Standard Support Process.

5. Turn the printer off. Disconnect and reconnect J501 on the DC controller to ensure it is seated
correctly.

6. Turn the printer on. If the error persists, elevate the issue using the Standard Support Process.

10.00.10 e-label Missing Memory Error

The printer is unable to detect the e-label.

This message indicates that the printer has determined that the e-label is missing.

When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the
error.

Recommended action for customers

1. Check the toner cartridge.

a. Open the left door.

b. Slide out the toner tray.

c. Pull out and then up on the toner cartridge to remove it.

10.00.10 e-label Missing Memory Error 21

 d. Check and clean the e-label connection. If it is damaged, replace the toner cartridge.

e. Reinstall the toner cartridge and close the left door.

2. If the message displays again, turn the printer off, and then on.

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

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

Recommended action for call-center agents and onsite technicians

1. Check the toner cartridge.

a. Open the left door.

b. Slide out the toner tray.

c. Pull out and then up on the toner cartridge to remove it.

d. Check and clean the e-label connection. If it is damaged, replace the toner cartridge.

e. Reinstall the toner cartridge and close the left door.

2. If the message displays again, turn the printer off, and then on.

3. Test the printer with another toner cartridge. Replace the toner cartridge as needed.

22 Chapter 6 Numerical control panel messages

 4. If the error persists, check the e-label contact in the printer. If the contact is damaged, elevate the
issue using the Standard Support Process.

5. Turn the printer off. Disconnect and reconnect J501 on the DC controller to ensure it is seated
correctly.

6. Turn the printer on. If the error persists, elevate the issue using the Standard Support Process.

10.00.15 Install Toner Cartridge

A supply is either not installed or not correctly installed in the printer.

The 10.00.15 is an event log only message, it will not show on the control panel. The only message to
display will be Install Toner Cartridge.

Recommended action for customers

■ Replace or reinstall the toner cartridge correctly to continue printing.

Recommended action for call-center agents and onsite technicians

1. Replace or reinstall the toner cartridge correctly to continue printing.

2. Test printer with a new toner cartridge.

3. If the error persists with a new toner cartridge check the toner cartridge contacts inside the printer.

a. Remove the toner cartridge.

b. Check the contacts inside the printer.

c. Ensure the contacts are clean and aligned correctly.

d. If the contacts are damaged and cannot be realigned, elevate the issue using the Standard
Support Process.

e. If the contacts are in good condition and clean and the error persists, replace the high voltage
power supply.

HVPS part number: RM2-9335-000CN

For instructions: Removal and replacement: High voltage power supply See the Repair Service
Manual for this product.

10.00.15 Install Toner Cartridge 23

 HVPS LCD models “ONLY” part number: RM2-9336-000CN
For instructions: Removal and replacement: High voltage power supply See the Repair Service
Manual for this product.

10.00.30 Used Supply In Use

A used supply is in use (end of life).

Recommended action
■ No action necessary.

If you believe this is a genuine HP supply, go to www.hp.com/go/anticounterfeit.

Using a cartridge that is near its end-of-life can cause this event code.

10.00.35 Toner Cartridge Incompatible

The printer displays this message when the indicated supply is not compatible with this printer.

The 10.00.35 is an event log only message, it will not show on the control panel. The only message to
display will be Toner Cartridge Incompatible.

Recommended action
■ Install a supply that is designed for this printer.

10.00.59
Black cartridge has been replaced with non-new cartridge

This is an Event Log Only message.

Recommended action
There is no action needed for this message.

■ No action necessary.

10.00.60 Toner Cartridge low

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

The 10.00.60 is an event log only message, it will not show on the control panel. The only message to
display will be Toner Cartridge low.

Recommended action
■ If the print quality is no longer acceptable, replace the toner cartridge.

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

24 Chapter 6 Numerical control panel messages

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

The 10.00.69 is an event log only message, it will not show on the control panel. The only message to
display will be Toner Cartridge very low .

Recommended action
■ If the print quality is no longer acceptable, replace the toner cartridge.

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

10.00.70 Printing past very low

The printer indicates when one of the supplies is very low. The actual remaining supply life might
vary. You do not need to replace the toner cartridge at this time unless the print quality is no longer
acceptable.

The 10.00.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message Printing past very low.

Recommended action
■ If the print quality is no longer acceptable, the customer must order and pay for a new toner
cartridge.

NOTE: Advise the customer that HP recommends that they have replacement supplies available to
install when the print quality is no longer acceptable.

10.23.15 Install Fuser kit

The fuser is either not installed, or not correctly installed in the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove, and then reinstall the fuser.

CAUTION: The fuser might be hot.

10.00.69 Toner Cartridge very low 25

 a. Open the right door or rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Reseat the fuser, or install a new fuser.

d. Close the right door or rear door.

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

26 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Turn the printer off.

2. Remove, and then reinstall the fuser.

CAUTION: The fuser might be hot.

a. Open the right door or rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

Recommended action for call-center agents 27

 c. Reseat the fuser, or install a new fuser.

d. Close the right door or rear door.

3. If the error persists, check the fuser connections.

a. Remove the fuser.

b. Check the connection on the fuser.

c. If the fuser connector is damaged, elevate the case using the Standard support process.

Table 6-1 Fuser assembly part numbers

Description Part number

110V Fuser assembly RM2-1256-020CN

220V Fuser assembly RM2-1257-020CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

28 Chapter 6 Numerical control panel messages

1. Turn the printer off.

2. Remove, and then reinstall the fuser.

CAUTION: The fuser might be hot.

a. Open the right door or rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Reseat the fuser, or install a new fuser.

Recommended action for onsite technicians 29

 d. Close the right door or rear door.

3. If the error persists, check the fuser connections.

a. Remove the fuser.

b. Check the connection on the fuser.

c. If the fuser connector is damaged, replace the fuser.

110V part number: RM2-1256-020CN

For instructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.
220V part number: RM2-1257-020CN
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

d. Check the connection to the fuser in the printer.

e. If the connector is damaged, elevate the issue using the Standard Support Process.

f. Disconnect and reconnect the cables at connectors J401 and J402 on the DC controller PCA.

4. If all connections are seated correctly, replace the DC Controller based on the specific product.

DC Controller part numbers:

30 Chapter 6 Numerical control panel messages

 RM2-9493-000CN (M631, M632, M633, E62555, E62565, E62575)
RM3-7621-000CN (E62655, E62665, E62675 only)
RM3-8458-000CN (M634, M635, M636, M637)
For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

10.23.60 Fuser Kit low

The printer indicates when a supply level is low.

Recommended action
1. The fuser kit is nearing its end of life. Be ready to replace the fuser kit in the near future.

NOTE: The printer indicates when the supply is very low. The actual remaining life might vary with
printing.

NOTE: HP recommends having replacement supplies available to install when the supply reaches
the end of life.

2. A new fuser kit should be ordered before the printer reaches a hard stop.

HP LaserJet 110v Maintenance Kit (Fuser): J8J87A

HP LaserJet 220v Maintenance Kit (Fuser): J8J88A
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.
Service part numbers:
110V part number: RM2-1256-000CN
220V part number: RM2-1257-000CN

3. To remove and reinstall the fuser follow these steps.

CAUTION: The fuser might be hot.

a. Open the right door.

10.23.60 Fuser Kit low 31

 b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Install a new fuser.

d. Close the right door.

10.23.70 Replace Fuser Kit

The 10.23.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message Replace Fuser Kit.

The printer indicates when the fuser kit is at its estimated end of life. The actual life remaining might be
different than the estimation.

The fuser kit does not need to be replaced now unless the print quality is no longer acceptable.

NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty
ends and the customer is responsible for replacing the supply.

Recommended action
1. If the print quality is no longer acceptable, the customer must order and pay for a replacement
fuser kit.

NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection
Warranty ends and the customer is responsible for replacing the supply.

32 Chapter 6 Numerical control panel messages

 HP LaserJet 110v Maintenance Kit (Fuser): J8J87A
HP LaserJet 220v Maintenance Kit (Fuser): J8J88A
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.
Service part numbers:
110V part number: RM2-1256-000CN
220V part number: RM2-1257-000CN

2. To remove and reinstall the fuser follow these steps.

CAUTION: The fuser might be hot.

a. Open the right door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

Recommended action 33
 c. Install a new fuser.

d. Close the right door.

10.39.60 Document feeder kit low

The printer indicates when a supply level is low.

Recommended action
1. Replace the document feeder kit.

2. Remove the document feeder rollers.

a. Open the document feeder cover.

Figure 6-1 Open the document feeder cover

34 Chapter 6 Numerical control panel messages

b. Rotate the blue locking lever down.

Figure 6-2 Rotate the blue locking lever down

c. Slide the locking lever toward the front of the printer, in the direction indicated by the arrow.

Figure 6-3 Slide the locking lever toward the front

Recommended action 35
 d. Grasp both sides of the document feeder pick roller (callout 1), and then remove the roller
assembly in the direction indicated by the arrow (callout 2).

Figure 6-4 Remove the pick roller

e. Open the document feeder separation roller cover in the direction indicated by the arrow.

Figure 6-5 Open the separation roller cover

36 Chapter 6 Numerical control panel messages

 f. Lift the document feeder separation roller (callout 1), and then remove the roller assembly in
the direction indicated by the arrow (callout 2).

Figure 6-6 Remove the separation roller

3. Install the new document feeder kit.

a. Insert the left end of the replacement separation roller into the document feeder location
(callout 1), and then press the roller assembly down as indicated by the arrow (callout 2).

Figure 6-7 Install the separation roller

Recommended action 37
 b. Close the document feeder separation roller cover in the direction indicated by the arrow.

Figure 6-8 Close the separation roller cover

c. Insert the left end of the replacement pick roller assembly into the document feeder location
as indicated.

Figure 6-9 Install the pick roller

38 Chapter 6 Numerical control panel messages

d. Slide the locking lever toward the back of the printer to secure the document feeder pick roller.

Figure 6-10 Slide the locking lever toward the back

e. Rotate the pick roller assembly up into the holder (callout 1), and then slide the blue locking
lever toward the back of the printer (callout 2).

Figure 6-11 Rotate the pick roller up and slide the blue locking lever towards the back

Recommended action 39
 f. Rotate the blue locking lever up.

Figure 6-12 Rotate the blue locking lever up

g. Close the document feeder cover.

Figure 6-13 Close the document feeder cover

4. Rest the document feeder kit.

a. on the control panel, touch Supplies menu.

b. Touch Reset Supplies.

c. Touch Document Feeder Kit.

d. Touch Reset.

40 Chapter 6 Numerical control panel messages

10.39.70 Document feeder kit very low
The 10.WX.70 is an event log only message, it will not show on the control panel. The only message to
display will be a warning message <Supply> very low.

The printer indicates when the document feeder maintenance kit is very low. The actual remaining
document feeder maintenance kit life might vary.

Recommended action
1. The customer must order and pay for a replacement document feeder maintenance kit.

2. Remove the document feeder rollers.

a. Open the document feeder cover.

Figure 6-14 Open the document feeder cover

10.39.70 Document feeder kit very low 41

 b. Rotate the blue locking lever down.

Figure 6-15 Rotate the blue locking lever down

c. Slide the locking lever toward the front of the printer, in the direction indicated by the arrow.

Figure 6-16 Slide the locking lever toward the front

42 Chapter 6 Numerical control panel messages

d. Grasp both sides of the document feeder pick roller (callout 1), and then remove the roller
assembly in the direction indicated by the arrow (callout 2).

Figure 6-17 Remove the pick roller

e. Open the document feeder separation roller cover in the direction indicated by the arrow.

Figure 6-18 Open the separation roller cover

Recommended action 43
 f. Lift the document feeder separation roller (callout 1), and then remove the roller assembly in
the direction indicated by the arrow (callout 2).

Figure 6-19 Remove the separation roller

3. Install the new document feeder kit.

a. Insert the left end of the replacement separation roller into the document feeder location
(callout 1), and then press the roller assembly down as indicated by the arrow (callout 2).

Figure 6-20 Install the separation roller

44 Chapter 6 Numerical control panel messages

b. Close the document feeder separation roller cover in the direction indicated by the arrow.

Figure 6-21 Close the separation roller cover

c. Insert the left end of the replacement pick roller assembly into the document feeder location
as indicated.

Figure 6-22 Install the pick roller

Recommended action 45
 d. Slide the locking lever toward the back of the printer to secure the document feeder pick roller.

Figure 6-23 Slide the locking lever toward the back

e. Rotate the pick roller assembly up into the holder (callout 1), and then slide the blue locking
lever toward the back of the printer (callout 2).

Figure 6-24 Rotate the pick roller up and slide the blue locking lever towards the back

46 Chapter 6 Numerical control panel messages

 f. Rotate the blue locking lever up.

Figure 6-25 Rotate the blue locking lever up

g. Close the document feeder cover.

Figure 6-26 Close the document feeder cover

4. Rest the document feeder kit.

a. on the control panel, touch Supplies menu.

b. Touch Reset Supplies.

c. Touch Document Feeder Kit.

d. Touch Reset.

Recommended action 47
 10.99.31 Non-HP supply in use.
The printer displays this message when a used supply (a remanufactured or refilled genuine HP or
non-HP supply) has been installed.

The 10.99.31 is an event log only message, it will not show on the control panel. The only message to
display will be Used supply in use message.

Recommended action
■ The toner cartridge has been previously used. Touch the OK button to continue.

NOTE: Removing a cartridge from one printer and then installing it in a different printer (for testing
functionality) will cause this event code.

NOTE: If it is believed the customer purchased a genuine HP supply, go to www.hp.com/go/

anticounterfeit.

10.99.34 Used supply in use.

The printer displays this message when a used supply (a remanufactured or refilled genuine HP or
non-HP supply) has been installed.

The 10.99.34 is an event log only message, it will not show on the control panel. The only message to
display will be Used supply in use.

Recommended action
■ The toner cartridge has been previously used. Touch the OK button to continue.

NOTE: Removing a cartridge from one printer and then installing it in a different printer (for testing
functionality) will cause this event code.

NOTE: If it is believed the customer purchased a genuine HP supply, go to www.hp.com/go/

anticounterfeit.

10.99.40 Genuine HP supplies installed

The printer displays this message when a new cartridge has been installed and all cartridges are
Genuine HP.

Recommended action
■ Touch the OK button to continue.

10.99.41 Unsupported Supply in use

The toner cartridge is for a different printer.

Recommended action
■ Remove the toner cartridge, and then install the correct cartridge for this printer.

48 Chapter 6 Numerical control panel messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

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

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

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

2. If the error persists, remove and reinstall the formatter. Make sure it is fully seated.

3. If the error still persists, replace the formatter.

11.00.01 or 11.00.02 Internal clock error

The printer real time clock has experienced an error.

01=dead clock

02=dead real time clock

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. Set the time and date on the control panel.

NOTE: The control panel display menu options for the steps below might vary depending on the
printer model and firmware version installed.

a. From the Home screen on the product control panel, select Settings.

b. Select General, and then select Date/Time Settings.

c. Open the Date/Time Format menu, configure the date and time format, and then save the
settings.

11.* errors 49
 d. Open the Date/Time menu and configure the date and time zone settings for the printer
location.

NOTE: If you are in an area that uses daylight savings time, select the Adjust for Daylight
Savings check box.

e. Select Done to save the settings.

Figure 6-27 Date/Time Settings

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. Set the time and date on the control panel.

NOTE: The control panel display menu options for the steps below might vary depending on the
printer model and firmware version installed.

a. From the Home screen on the product control panel, select Settings.

b. Select General, and then select Date/Time Settings.

c. Open the Date/Time Format menu, configure the date and time format, and then save the
settings.

50 Chapter 6 Numerical control panel messages

 d. Open the Date/Time menu and configure the date and time zone settings for the printer
location.

NOTE: If you are in an area that uses daylight savings time, select the Adjust for Daylight
Savings check box.

e. Select Done to save the settings.

Figure 6-28 Date/Time Settings

3. If the error persists, replace the formatter.

Use the table below to order the correct part number.

Table 6-2 Formatter part number

Description Part number

Formatter (main logic) PC board J8J61-60001

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

Recommended action for onsite technicians 51

 2. Set the time and date on the control panel.

NOTE: The control panel display menu options for the steps below might vary depending on the
printer model and firmware version installed.

a. From the Home screen on the product control panel, select Settings.

b. Select General, and then select Date/Time Settings.

c. Open the Date/Time Format menu, configure the date and time format, and then save the
settings.

d. Open the Date/Time menu and configure the date and time zone settings for the printer
location.

NOTE: If you are in an area that uses daylight savings time, select the Adjust for Daylight
Savings check box.

e. Select Done to save the settings.

Figure 6-29 Date/Time Settings

3. If the error persists, replace the formatter.

IMPORTANT: Do not replace the formatter, the DC controller, and the hard disk drive during a
single product servicing. Doing so might cause the printer to become unstable or inoperable.

Use the table below to order the correct part number.

52 Chapter 6 Numerical control panel messages

 Table 6-3 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

13.WX.YZ error messages

13.* errors
Errors in the 13.* family are related to jams.

More than 1000 unique error codes are possible. Use the following information to understand the jam
code. Not all codes apply to all printers.

Message format: 13.WX.YZ

● W represents the jam location.

● X represents the sensor or door that triggered the jam.

● Y represents the jam condition (delay, stay, wrap, etc.)

● Z represents the paper source, fuser mode, or destination

Table 6-4 Potential values for W and X

W Jam location X Sensor or door

A Input area 0 Envelope feeder

A Input area 1 Tray 1 feed (unless Tray 1 feed is the

registration sensor)

A Input area 2 Tray 2 feed (unless Tray 2 feed is the

registration sensor)

A Input area 3 Tray 3 feed

A Input area 4 Tray 4 feed

13.* errors 53
 Table 6-4 Potential values for W and X (continued)

W Jam location X Sensor or door

A Input area 5 Tray 5 feed

A Input area 6 Tray 6 feed

A Input area 7 Optional tray exit sensor

A Input area A Door 1

A Input area B Door 2

A Input area C Door 3

A Input area D Door 4

A Input area E Door 5

A Input area F Multiple sensors or doors

B Image area 0 Media sensor for forbidden transparencies

B Image area 2 Registration/top of page

B Image area 3 Top of page

B Image area 4 Loop

B Image area 5 Fuser input

B Image area 9 Fuser output

B Image area A Door 1

B Image area B Door 2

B Image area F Multiple sensors or doors

C Switchback area (between the fuser and the 1 Intermediate switchback sensor
output bin)

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

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

D Duplex area 1 Duplex switchback

D Duplex area 2 Duplex delivery

D Duplex area 3 Duplex refeed

D Duplex area A Door 1 (if different than the imaging area)

D Duplex area B Door 2 (if different than the imaging area)

D Duplex area F Multiple sensors or doors

E Output or intermediate paper transport unit 1 Output bin full sensor

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 3 IPTU sensor 2

(IPTU) area

54 Chapter 6 Numerical control panel messages

Table 6-4 Potential values for W and X (continued)

W Jam location X Sensor or door

E Output or intermediate paper transport unit 4 IPTU sensor 3

(IPTU) area

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

(IPTU) area

E Output or intermediate paper transport unit 6 Output sensor

(IPTU) area

E Output or intermediate paper transport unit A Door 1

(IPTU) area

E Output or intermediate paper transport unit F Multiple sensors or doors

(IPTU) area

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

stuck in several areas)

1 Jetlink input device 4 Tray 4 feed sensor

1 Jetlink Input device 5 Tray 5 feed sensor

1 Jetlink Input device 6 Tray 6 feed sensor

1 Jetlink Input device 7 Tray 7 feed sensor

1 Jetlink Input device 8 Tray 8 feed sensor

1 Jetlink Input device 9 Tray 9 feed sensor

1 Jetlink Input device A Door 1

1 Jetlink Input device B Door 2

1 Jetlink Input device F Multiple sensors or doors

2 Buffer pass unit 0 Buffer pass inlet sensor

2 Buffer pass unit 9 Buffer pass exit sensor

2 Buffer pass unit A Door 1

3 Page insert unit 0 Page insertion inlet sensor

3 Page insert unit 1 Page insertion tray 1 feed sensor

3 Page insert unit 2 Page insertion tray 2 feed sensor

3 Page insert unit 3 Page insertion tray 3 feed sensor

3 Page insert unit 4 Page insertion tray 4 feed sensor

3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor

3 Page insert unit A Door 1

4 Punch unit 0 Puncher inlet sensor

4 Punch unit 1 Puncher jam sensor

4 Punch unit 9 Puncher exit sensor

4 Punch unit A Door 1

5 Folding unit 0 Folder inlet sensor

13.* errors 55
 Table 6-4 Potential values for W and X (continued)

W Jam location X Sensor or door

5 Folding unit 1 Folder sensor

5 Folding unit 9 Folder exit sensor

5 Folding unit A Door 1

6 Stacker unit 0 Stacker inlet sensor

6 Stacker unit 4 Stacker outlet sensor

6 Stacker unit 7 Stacker switchback entrance sensor

6 Stacker unit 8 Stacker switchback registration sensor

6 Stacker unit 9 Stacker switchback lower sensor

7 Multi-bin mailbox (MBM) unit 0 MBM inlet sensor

7 Multi-bin mailbox (MBM) unit 1 MBM middle sensor

7 Multi-bin mailbox (MBM) unit 9 Stapler sensor

7 Multi-bin mailbox (MBM) unit A Door 1

7 Multi-bin mailbox (MBM) unit B Door 2

7 Multi-bin mailbox (MBM) unit C Door 3

7 Multi-bin mailbox (MBM) unit F Multiple sensors or doors

8 Stapler/stacker (SS) unit 0 SS inlet sensor

8 Stapler/stacker (SS) unit 1 SS Bin Z

8 Stapler/stacker (SS) unit 3 SS unit middle sensor

8 Stapler/stacker (SS) unit 4 SS unit outlet sensor 1

8 Stapler/stacker (SS) unit 5 SS unit outlet sensor 2

8 Stapler/stacker (SS) unit 9 Stapler sensor

8 Stapler/stacker (SS) unit A Door 1

8 Stapler/stacker (SS) unit B Door 2

9 Booklet maker unit 0 Booklet maker input sensor

9 Booklet maker unit 2 Booklet maker feed sensor 2

9 Booklet maker unit 2 Booklet maker feed sensor 3

9 Booklet maker unit 4 Booklet maker delivery sensor

9 Booklet maker unit 5 Booklet maker vertical paper path sensor

9 Booklet maker unit 6 Booklet unit front staple sensor

9 Booklet maker unit 7 Booklet unit rear staple sensor

9 Booklet maker unit 8 Booklet unit outlet sensor

9 Booklet maker unit A Door 1

9 Booklet maker unit B Door 2

9 Booklet maker unit C Door 3

56 Chapter 6 Numerical control panel messages

Table 6-4 Potential values for W and X (continued)

W Jam location X Sensor or door

9 Booklet maker unit F Multiple sensors or doors

0 Unknown 0 Unknown

Table 6-5 Potential values for Y (jam condition)

Y Jam condition

0 Unknown

1 Unexpected sheet (duplex)

2 Staple jam

3 Jam caused by an open door (duplex)

4 Stay jam (the page never left the tray – duplex)

A Stay jam (the page never left the tray – simplex)

B Multifeed

C Wrap

D Delay (the page did not reach the sensor within the expected time – simplex)

E Door open

F Residual (paper is detected in the paper path when it should not be there)

The information represented by the value for Z depends on where the paper is in the paper path.

Table 6-6 Potential values for Z (source, fuser mode, or destination)

Paper location Z Source, fuser mode, or destination

When paper has not reached the fuser, Z 1 Tray 1

represents the paper source.

Z represents the paper source. 2 Tray 2

Z represents the paper source. 3 Tray 3

Z represents the paper source. 4 Tray 4

Z represents the paper source. 5 Tray 5

Z represents the paper source. 6 Tray 6

Z represents the paper source. D Duplexer

Z represents the paper source. E Envelope feeder

When paper has reached the fuser, is in the duplex 0 Photo 1, 2, or 3

path, or in the output path, Z represents the fuser
mode. Designated 2 or 3

Jams can occur when there is a mismatch between

the actual paper and the fuser mode setting.

Z represents the fuser mode. 1 Normal (automatically sensed rather than based on
the paper type set at the control panel)

13.* errors 57
 Table 6-6 Potential values for Z (source, fuser mode, or destination) (continued)

Paper location Z Source, fuser mode, or destination

Z represents the fuser mode. 2 Normal (based on the paper type set at the control
panel)

Z represents the fuser mode. 3 Light 1, 2, or 3

Z represents the fuser mode. 4 Heavy 1

Z represents the fuser mode. 5 Heavy 2

Z represents the fuser mode. 6 Heavy 3

Z represents the fuser mode. 7 Glossy 1

Z represents the fuser mode. 8 Glossy 2

Z represents the fuser mode. 9 Glossy 3

Z represents the fuser mode. A Glossy Film

Z represents the fuser mode. B Transparency

Z represents the fuser mode. C Label

Z represents the fuser mode. D Envelope 1, 2, or 3

Z represents the fuser mode. E Rough

When paper has entered the output bin, Z 0 Unknown bin

represents the output bin, numbered from top to
bottom.

Z represents the output bin 1 Bin 1

Z represents the output bin 2 Bin 2

Z represents the output bin 3 Bin 3

Z represents the output bin 4 Bin 4

Z represents the output bin 5 Bin 5

Z represents the output bin 6 Bin 6

Z represents the output bin 7 Bin 7

Z represents the output bin 8 Bin 8

Z represents the output bin 9 Bin 9

All paper locations E Door open jam

All paper locations F Residual jam

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.

58 Chapter 6 Numerical control panel messages

 2. Verify that no doors are open.

3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.

4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.

5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.

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

To prevent future paper jams in the printer, follow these recommendations:

● Use only paper that meets HP specifications for this printer.

For more information, refer to the printer User Guide or search for the "HP LaserJet Printers - Print
Media Guide" (c06117757)Or click here: HP LaserJet Print Media Guide.

● Make sure the printing environment is within recommended specifications.

● Do not use paper that is wrinkled, folded, or damaged.

● Do not overload the tray with paper.

● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.

● Make sure that the tray is fully inserted in the printer.

● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets
one at a time.

● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the
paper type and size.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.

2. Verify that no doors are open.

3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.

4. Verify that the paper meets specifications for this printer.

5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. If the issue persists, open the Administration > Troubleshooting > Diagnostic Tests > Component
Test menu, and perform the appropriate pickup/feed motor drive test. Replace the pickup assembly
if the test fails.

Recommended action for call-center agents and onsite technicians 59

 7. Verify the sensors are functioning correctly. If the sensors fail the test, first verify that all
connections on the DC controller are correctly seated. If possible, replace the sensor or assembly
it is associated with.

8. If the sensors pass the test, look for blockage or damaged parts and replace any damaged parts.

9. If the error persists, elevate the case using the Standard Support Process.

13.00.EE
Unknown door open.

Recommended action for all

■ Ensure that all of the doors and covers are closed.

13.00.FF
Residual jam.

This error has no specific sensor designated. It could be any sensor in the paper feed path and the
required jam access point has not been accessed.

Recommended action for customers

1. Check the printer for a jam.

2. Remove any paper present or obstructions in the paper path.

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

Recommended action for call-center agents and onsite technicians

1. Check the printer for a jam.

2. Remove any paper present or obstructions in the paper path.

3. View event log to determine if other jam errors are occurring and troubleshoot those errors.

4. Use the manual sensors test to isolate a faulty door switch or sensor.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors

– Input Tray Sensors (choose from the group of sensors to test)

– Output Bin Senors

60 Chapter 6 Numerical control panel messages

 – Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

5. Replace parts as determined by sensor tests, obstructions or broken parts.

13.A3.Dz
Paper delay jam at the tray 3 feed sensor.

● 13.A3.D3 Paper did not reach the Tray 3 feed sensor in the designated amount of time when printing
from Tray 3.

● 13.A3.D4 Paper did not reach the Tray 3 feed sensor in the designated amount of time when printing
from Tray 4.

● 13.A3.D5 Paper did not reach the Tray 3 feed sensor in the designated amount of time when printing
from Tray 5.

Recommended action for customers

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the tray 3 right door.

e. Press on the green arm to open the paper access cover.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same access area.

f. Remove any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

13.A3.Dz 61
 2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-30 Paper tray guides

Figure 6-31 Paper height guides

4. Ensure that the tray 3 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

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

62 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the tray 3 right door.

e. Press on the green arm to open the paper access cover.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same access area.

f. Look for and clear any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

Recommended action for call-center agents and onsite technicians 63

 3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-32 Paper tray guides

Figure 6-33 Paper height guides

4. Ensure that the tray 3 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

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

6. Perform a print test from tray 2 to ensure the printer main motor and gear drive is functioning
correctly.

64 Chapter 6 Numerical control panel messages

7. Check the printer entrance from tray 3.

a. Open the right door a inspect the tray 3 input area for obstructions and clear paper path as
needed.

b. Ensure the input feed rollers are clean and free of debris. Clean rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

8. Test the tray 3 paper feed sensor using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

● All Sensors , Input tray sensors

c. Touch Tray 3 paper feed sensor to test the sensor.

d. Use a piece of paper or other object to test the sensor to verify that it is functioning correctly.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same sensor location area.

Recommended action for call-center agents and onsite technicians 65

 e. If the sensor does not function correctly, replace the tray 3 pickup assembly.

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
3 are correctly and securely connected..

Part number: RM2-0892-000CN

550 Sheet feeder instructions: Removal and replacement: 550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
1x550 sheet paper deck instructions: Removal and replacement: 1x550 sheet feeder Pickup
assemblySee the Repair Service Manual for this product.
3x550 sheet paper deck instructions: Removal and replacement: 3x550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
2x550 sheet paper deck instructions: Removal and replacement: Pickup assembly See the
Repair Service Manual for this product.

9. If the sensor functions correctly, test the tray 3 pickup/drive motor.

a. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Touch Tray 3 pickup motor test to check if it is functioning correctly.

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

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
3 are correctly and securely connected..

Part number: RM2-0875-000CN

1x550 Envelope sheet feeder instructions: Removal and replacement: Feeder drive
assembly See the Repair Service Manual for this product.
Removal and replacement: 1x550 sheet feeder cassette drive assembly See the Repair
Service Manual for this product.
3X550 Sheet paper deck instructions:

66 Chapter 6 Numerical control panel messages

 Removal and replacement: 3x550 sheet feeder cassette 1 drive assemblySee the Repair
Service Manual for this product.
Removal and replacement: 3x550 sheet feeder cassette 2 drive assembly
Removal and replacement: 3x550 sheet feeder cassette 3 drive assembly
2550 Sheet feeder instructionsRemoval and replacement: Feeder drive assembly See the
Repair Service Manual for this product.

10. If replacing the previous parts does not resolve the error, replace the input accessory controller
PCA.

Table 6-7 Part numbers

Part name Part number Replacement Instructions

550 sheet paper feeder RM2-8767-000CN Removal and replacement: Controller

PCA See the Repair Service Manual
for this product.

1X550 sheet feeder stand RM2-8827-000CN 1x550 sheet-feeder controller PCA See
the Repair Service Manual for this
product.

3X550 sheet feeder RM2-8807-000CN Removal and replacement: 3x550

sheet feeder controller PCA See
the Repair Service Manual for this
product.

2,550 sheet feeder (HCI) RM2-9020-000CN Removal and replacement: Controller

PCA See the Repair Service Manual
for this product.

13.A4.Dz
Paper delay jam at the tray 4 feed sensor.

● 13.A4.D4 Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing
from Tray 4.

● 13.A4.D5 Paper did not reach the Tray 4 feed sensor in the designated amount of time when printing
from Tray 5.

Recommended action for customers

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the accessory input tray right door.

e. Press on the green arm to open the paper access cover.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same access area.

13.A4.Dz 67
 f. Remove any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-34 Paper tray guides

68 Chapter 6 Numerical control panel messages

 Figure 6-35 Paper height guides

4. Ensure that the tray 4 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the accessory input tray right door.

e. Press on the green arm to open the paper access cover.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same access area.

Recommended action for call-center agents and onsite technicians 69

 f. Look for and clear any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-36 Paper tray guides

70 Chapter 6 Numerical control panel messages

 Figure 6-37 Paper height guides

4. Ensure that the tray 4 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

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

6. Test the tray 4 paper feed sensor using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

● All Sensors , Input tray sensors

c. Touch Tray 4 paper feed sensor to test the sensor.

d. Use a piece of paper or other object to test the sensor to verify that it is functioning correctly.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same sensor location area.

Recommended action for call-center agents and onsite technicians 71

 e. If the sensor does not function correctly, replace the tray 4 pickup assembly.

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
4 are correctly and securely connected..

Part number: RM2-0892-000CN

550 Sheet feeder instructions: Removal and replacement: Pickup assembly See the Repair
Service Manual for this product.
3x550 sheet paper deck instructions: Removal and replacement: 3x550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
2x550 sheet paper deck instructions: Removal and replacement: Pickup assembly See the
Repair Service Manual for this product.

7. If the sensor functions correctly, test the tray 4 pickup/drive motor.

a. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Touch Tray 4 pickup motor test to check if it is functioning correctly.

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

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
3 are correctly and securely connected..

Part number: RM2-0875-000CN

1x550 Envelope sheet feeder instructions: Removal and replacement: Feeder drive
assembly See the Repair Service Manual for this product.
Removal and replacement: 1x550 sheet feeder cassette drive assembly See the Repair
Service Manual for this product.
3X550 Sheet paper deck instructions:
Removal and replacement: 3x550 sheet feeder cassette 1 drive assemblySee the Repair
Service Manual for this product.

72 Chapter 6 Numerical control panel messages

 Removal and replacement: 3x550 sheet feeder cassette 2 drive assembly
Removal and replacement: 3x550 sheet feeder cassette 3 drive assembly
2550 Sheet feeder instructionsRemoval and replacement: Feeder drive assembly See the
Repair Service Manual for this product.

8. If replacing the previous parts does not resolve the error, replace the input accessory controller
PCA.

Table 6-8 Part numbers

Part name Part number Replacement Instructions

1X550 sheet feeder stand RM2-8827-000CN 1x550 sheet-feeder controller PCA See
the Repair Service Manual for this
product.

3X550 sheet feeder RM2-8807-000CN Removal and replacement: 3x550

sheet feeder controller PCA See
the Repair Service Manual for this
product.

2,550 sheet feeder (HCI) RM2-9020-000CN Removal and replacement: Controller

PCA See the Repair Service Manual
for this product.

13.A5.D5
Paper did not reach the Tray 5 feed sensor in the designated amount of time when printing from Tray 5.

Recommended action for customers

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the accessory input tray right door.

e. Press on the green arm to open the paper access cover.

13.A5.D5 73
 f. Remove any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-38 Paper tray guides

Figure 6-39 Paper height guides

4. Ensure that the tray 5 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

74 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the printer right door.

c. Remove any paper present or obstructions in the paper path.

d. Open the accessory input tray right door.

e. Press on the green arm to open the paper access cover.

f. Look for and clear any paper present or obstructions in the paper path.

g. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

Recommended action for call-center agents and onsite technicians 75

 3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-40 Paper tray guides

Figure 6-41 Paper height guides

4. Ensure that the tray 5 pickup, feed, and separation rollers are installed correctly and show no
damage or wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

Part number: J8J70-67906

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

6. Test the tray 5 paper feed sensor using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

76 Chapter 6 Numerical control panel messages

 b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

● All Sensors , Input tray sensors

c. Touch Tray 5 paper feed sensor to test the sensor.

d. Use a piece of paper or other object to test the sensor to verify that it is functioning correctly.

e. If the sensor does not function correctly, replace the tray 5 pickup assembly.

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
5 are correctly and securely connected..

Part number: RM2-0892-000CN

1x550 Sheet feeder instructions: Removal and replacement: 550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
3x550 sheet paper deck instructions: Removal and replacement: 3x550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
7. If the sensor functions correctly, test the tray 5 pickup/drive motor.

a. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Component Test

b. Touch Tray 4 pickup motor test to check if it is functioning correctly.

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

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
5 are correctly and securely connected..

Recommended action for call-center agents and onsite technicians 77

 Part number: RM2-0875-000CN
Removal and replacement: 1x550 sheet feeder cassette drive assembly See the Repair
Service Manual for this product.
3X550 Sheet paper deck instructions:
Removal and replacement: 3x550 sheet feeder cassette 3 drive assembly
8. If replacing the previous parts does not resolve the error, replace the input accessory controller
PCA.

Table 6-9 Part numbers

Part name Part number Replacement Instructions

1X550 sheet feeder stand RM2-8827-000CN 1x550 sheet-feeder controller PCA See
the Repair Service Manual for this
product.

3X550 sheet feeder RM2-8807-000CN Removal and replacement: 3x550

sheet feeder controller PCA See
the Repair Service Manual for this
product.

13.A3.FF
Residual paper jam in Tray X.

This jam occurs when residual paper is detected at the tray X feed sensor.

Recommended action for customers

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the right and lower right doors.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the right and lower right to allow the printer to attempt to clear the jam message.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the tray and remove any jammed paper, and then close the tray.

b. Open the right and lower right doors.

c. Look for and clear any paper present or obstructions in the paper path.

d. Close the right and lower right to allow the printer to attempt to clear the jam message.

2. Check the printer entrance from tray 3.

78 Chapter 6 Numerical control panel messages

 a. Open the right door a inspect the tray 3 input area for obstructions and clear paper path as
needed.

b. Ensure the input feed rollers are clean and free of debris. Clean rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

3. Test the tray 3 paper feed sensor using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

● All Sensors , Input tray sensors

c. Touch Tray 3 paper feed sensor to test the sensor.

d. Use a piece of paper or other object to test the sensor to verify that it is functioning correctly.

NOTE: The following image shows a 3X550 sheet paper deck. All other accessory input trays
have the same sensor location area.

Recommended action for call-center agents and onsite technicians 79

 e. If the sensor does not function correctly, replace the tray 3 pickup assembly.

NOTE: Before replacing parts, ensure all connections on the paper feeder controller for tray
3 are correctly and securely connected..

Part number: RM2-0892-000CN

550 Sheet feeder instructions: Removal and replacement: 550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
1x550 sheet paper deck instructions: Removal and replacement: 1x550 sheet feeder Pickup
assemblySee the Repair Service Manual for this product.
3x550 sheet paper deck instructions: Removal and replacement: 3x550 sheet feeder Pickup
assembly See the Repair Service Manual for this product.
2x550 sheet paper deck instructions: Removal and replacement: Pickup assembly See the
Repair Service Manual for this product.

4. If the issue persists, elevate the case using the Standard Support Process.

13.AA.EE Left door open

The left door was opened during printing.

Recommended action for customers

1. Close the left door to allow the printer to attempt to clear the jam.

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

Recommended action for call-center agents and onsite technicians

1. Close the left door to allow the printer to attempt to clear the jam.

2. Check the projection part on the left door that defeats the left door interlocks. If broken replace the
left door assembly.

Part number: RM2-0850-000CN

For instructions: Removal and replacement: Left door assembly See the Repair Service Manual for
this product.

80 Chapter 6 Numerical control panel messages

 3. Check SW1 using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test SW2 using folded paper or another object to defect the interlock. If the switch test fails,
replace the laser shutter assembly.

Part number: RM2-6755-000CN

NOTE: Before replacing any parts check connector J308 on the DC controller.

13.AB.EE Right door Open

The right door was opened during printing.

Recommended action for customers

■ Close the right door to allow the printer to attempt to clear the jam.

Recommended action for call-center agents and onsite technicians

1. Close the right door to allow the printer to attempt to clear the jam.

13.AB.EE Right door Open 81

 2. Check the projection part on the right door that defeats the right door interlocks. If broken replace
the right door assembly.

Part number: RM2-0849-000CN

For instructions: Removal and replacement: Right door assembly See the Repair Service Manual
for this product.

3. Check SW1 using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test SW1 using folded paper or another object to defect the interlock. If the switch test fails,
replace the laser shutter assembly.

Part number: RM2-6755-000CN

NOTE: Before replacing any parts check connector J321 on the DC controller.

82 Chapter 6 Numerical control panel messages

13.B2.Az Jam in right door
Paper stay jam in the right door at the image area.

Paper present at PS4550 after a specified time limit has passed.

● 13.B2.A1

This jam occurs when the registration sensor (PS4550) detects paper present longer than the
expected time based on the paper size when printing from Tray 1.

● 13.B2.A2

This jam occurs when the registration sensor (PS4550) detects paper present longer than the
expected time based on the paper size when printing from Tray 2.

● 13.B2.A3

This jam occurs when the registration sensor (PS4550) detects paper present longer than the
expected time based on the paper size when printing from Tray 3.

● 13.B2.AD

This jam occurs when the registration sensor (PS4550) detects paper present longer than the
expected time based on the paper size when printing from the duplexer.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper.
(ish_3199741-3199797-16).

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

13.B2.Az Jam in right door 83

 Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Toggle the registration/TOP sensor (PS4550) to ensure that it moves freely.

4. Test the registration/TOP sensor (PS4550) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the registration/TOP sensor to verify that the sensor is functioning correctly. If the sensor
does not function, replace the registration assembly.

NOTE: Before replacing any parts check connector J15 on the DC controller.

Part number: RM2-6774-000CN

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

5. Check the transfer roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the transfer roller or transfer assembly as needed.

Transfer roller part number: RM2-6800-000CN

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

Transfer assembly part number: RM2-6776-000CN

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

6. If the sensors are functioning correctly, run a few pages to check where the leading edge of the
paper actually stops.

84 Chapter 6 Numerical control panel messages

 7. Check the paper feed frame assembly for broken parts or damage. Replace the feed frame
assembly as needed.

Part number: RM2-0851-000CN

For instructions: Removal and replacement: Paper feed frame See the Repair Service Manual for
this product.

8. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

9. Test the drum motor M2.

a. Touch Drum motor.

b. If the motor does not function correctly, ensure connector J203 on the DC controller PCA is
securely and correctly seated.

c. Check the main drive assembly for damage or blocked gears.

d. Retest the drum motor as needed.

e. If the drum motor continues to fail, replace the following as needed.

Drum motor part number: RM2-9316-000CN

Drumm motor instructions: Removal and replacement: Drum motor See the Repair Service
Manual for this product.

Main drive assembly part number: RM2-6777-000CN

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

10. Replace the registration assembly.

Part number: RM2-6774-000CN

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

11. If the issue persists, elevate the case using the Standard Support Process.

13.B2.D1 Jam in right door

Paper delay jam in the right door at the image area.

Paper did not reach PS4550 in the specified time when printing from Tray 1.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper.
(ish_3199741-3199797-16).

13.B2.D1 Jam in right door 85

 Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray 1 pickup and separation rollers are installed correctly and show no damage or
wear.

4. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray 1 pickup and separation rollers are installed correctly and show no damage or
wear.

4. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

5. Toggle the registration/TOP sensor (PS4550) to ensure that it moves freely.

6. Test the registration/TOP sensor (PS4550) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

86 Chapter 6 Numerical control panel messages

 ● Reset (reset the selected sensor’s state)

d. Test the registration/TOP sensor to verify that the sensor is functioning correctly. If the sensor
does not function, replace the registration assembly.

NOTE: Before replacing any parts check connector J15 on the DC controller.

Part number: RM2-6774-000CN

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

7. If the sensors are functioning correctly, run a few pages to check where the leading edge of the
paper actually stops.

8. Check the paper feed frame assembly for broken parts or damage. Replace the feed frame
assembly as needed.

Part number: RM2-0851-000CN

For instructions: Removal and replacement: Paper feed frame See the Repair Service Manual for
this product.

9. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

10. Test tray 1 feed clutch CL1.

a. Touch Tray 1 feed clutch.

b. If the clutch does not function correctly, ensure connector J202 on the DC controller PCA is
securely and correctly seated.

c. Retest the clutch as needed.

d. If the solenoid continues to fail, replace the clutch.

part number: RM2-0849-000CN

11. Test the drum motor M2.

a. Touch Drum motor.

b. If the motor does not function correctly, ensure connector J203 on the DC controller PCA is
securely and correctly seated.

c. Check the main drive assembly for damage or blocked gears.

d. Retest the drum motor as needed.

Recommended action for call-center agents and onsite technicians 87

 e. If the drum motor continues to fail, replace the following as needed.

Drum motor part number: RM2-9316-000CN

Drumm motor instructions: Removal and replacement: Drum motor See the Repair Service
Manual for this product.

Main drive assembly part number: RM2-6777-000CN

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

12. Replace the registration assembly.

Part number: RM2-6774-000CN

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

13. If the issue persists, elevate the case using the Standard Support Process.

13.B2.D2 Jam in right door

Paper delay jam at the image area.

Paper did not reach PS4550 in the specified time when printing from Tray 2.

This error might occur in conjunction with the Tray 2 Overfilled or Roller Issue message..

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper
(ish_3199741-3199797-16).

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path. Grasp the jammed
paper with both hands and pull it straight out to remove it out of the printer.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Turn the printer off and unplug the power cord.

3. Open the left door and clear any paper present or obstructions in the paper path.

Grasp any jammed paper with both hands and pull it straight out to remove it out of the printer.

4. Plug the power cord in and turn on the printer.

5. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

NOTE: For supported sizes and types view HP LaserJet Enterprise M631-M633, HP LaserJet
Managed E62555-E62575, E62655-E62675 - Supported paper sizes and types c05495229.

6. Pull out tray 2 completely out of the printer to remove it.

88 Chapter 6 Numerical control panel messages

7. Ensure that the protective orange plastic shipping locks are removed, if present.

8. Remove any jammed or damaged sheets of paper from the tray.

9. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray.

Figure 6-42 Tray 2 paper guides

10. Ensure the paper is not filled above the fill mark (line below 3 triangles). Remove any excess media.

Figure 6-43 Paper height guides

Recommended action for customers 89

 Figure 6-44 Overfilled tray

Figure 6-45 Stack of paper not overfilled in tray 2

11. Ensure that the feed and separation rollers are installed correctly and show no damage or wear.

a. Open the right door and pull the green tab located on the left-hand side to open the lower-
access cover.

Figure 6-46 Jam-access door

90 Chapter 6 Numerical control panel messages

b. If the jammed paper is visible inside the lower-access cover, pull it straight out to remove it.

NOTE: If the paper is pulled toward a side, it might dislodge the rollers.

c. Check if the rollers are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

NOTE: If the blue tab is DOWN, it will cause a 13.B2.D2 and/or a Tray 2 Overfilled or roller
Issue message.

● If the flap of the blue roller tab is up, the rollers are installed correctly.

Figure 6-47 Feed rollers flap is down and not installed correctly

Figure 6-48 Feed rollers flap is up and installed correctly

d. Remove any visible lint or dust from each of the feed, pickup and separation rollers using a
clean lint-free cloth moistened with warm water.

Recommended action for customers 91

 e. With tray 2 removed, check the pickup roller for damage dirt or paper dust. Clean the roller
with a damp lint free cloth as needed.

Figure 6-49 Check pickup roller

f. If the pickup, feed, and separation rollers are damaged or worn out, replace the rollers.

● Part number: J8J70-67906

● Part description: Tray 2 roller assembly

● For instructions, go to Removal and replacement: Trays 2-x rollers

Figure 6-50 Worn out roller surface

92 Chapter 6 Numerical control panel messages

 Figure 6-51 New roller surface

12. Reinstall tray 2.

13. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path. Grasp the jammed
paper with both hands and pull it straight out to remove it out of the printer.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Turn the printer off and unplug the power cord.

3. Open the left door and clear any paper present or obstructions in the paper path.

Grasp any jammed paper with both hands and pull it straight out to remove it out of the printer.

4. Plug the power cord in and turn on the printer.

5. Pull out tray 2 completely out of the printer to remove it.

6. Ensure that the protective orange plastic shipping locks are removed, if present.

7. Remove any jammed or damaged sheets of paper from the tray.

8. If the error persists, ensure the type and quality of the paper being used meets the HP
specifications for the printer.

NOTE: For supported sizes and types view HP LaserJet Enterprise M631-M633, HP LaserJet
Managed E62555-E62575, E62655-E62675 - Supported paper sizes and types c05495229.

Recommended action for call-center agents 93

 9. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray.

Figure 6-52 Tray 2 paper guides

10. Ensure the paper is not filled above the fill mark (line below 3 triangles). Remove any excess media.

Figure 6-53 Paper height guides

Figure 6-54 Overfilled tray

94 Chapter 6 Numerical control panel messages

 Figure 6-55 Stack of paper not overfilled in tray 2

11. Ensure that the feed and separation rollers are installed correctly and show no damage or wear.

a. Open the right door and pull the green tab located on the left-hand side to open the lower-
access cover.

Figure 6-56 Jam-access door

b. If the jammed paper is visible inside the lower-access cover, pull it straight out to remove it.

NOTE: If the paper is pulled toward a side, it might dislodge the rollers.

c. Check if the rollers are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

● If the flap of the blue roller tab is up, the rollers are installed correctly.

NOTE: If the blue tab is DOWN, it will cause a 13.B2.D2 and/or a Tray 2 Overfilled or roller
Issue message.

Recommended action for call-center agents 95

 Figure 6-57 Feed rollers flap is down and not installed correctly

Figure 6-58 Feed rollers flap is up and installed correctly

d. Remove any visible lint or dust from each of the feed, pickup and separation rollers using a
clean lint-free cloth moistened with warm water.

96 Chapter 6 Numerical control panel messages

e. With tray 2 removed, check the pickup roller for damage dirt or paper dust. Clean the roller
with a damp lint free cloth as needed.

Figure 6-59 Check pickup roller

f. If the pickup, feed, and separation rollers are damaged or worn out, replace the rollers.

● Part number: J8J70-67906

● Part description: Tray 2 roller assembly

● For instructions, go to Removal and replacement: Trays 2-x rollers

Figure 6-60 Worn out roller surface

Recommended action for call-center agents 97

 Figure 6-61 New roller surface

12. Reinstall tray 2.

13. Run a Tray 2-Pickup Solenoid test from the printer menu.

a. From the Home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

i. Troubleshooting

ii. Diagnostic Tests

iii. Components Test

c. Select the Tray 2-Pickup Solenoid option, select the Repeat check box, and then press the
Start button.

d. Make sure to hear a clicking noise to confirm the solenoid is functioning.

NOTE: The solenoid click sound is a very low volume and will click "on" and "off".

14. If the test fails replace the paper pickup assembly.

● Part number: RM2-6771-010CN

● For instructions, go to Removal and replacement: Paper pickup assembly See the Repair
Service Manual for this product.

15. If the issue persists, dispatch a service technician with a paper pickup assembly and a roller kit.

Paper pickup assembly part number: RM2-6771-010CN

For instructions, go to Removal and replacement: Paper pickup assembly See the Repair Service
Manual for this product.
Tray 2 – X rollers part number: J8J70-67906

98 Chapter 6 Numerical control panel messages

 For instructions, go to Removal and replacement: Trays 2-x rollers

Recommended action for onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path. Grasp the jammed
paper with both hands and pull it straight out to remove it out of the printer.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Turn the printer off and unplug the power cord.

3. Open the left door and clear any paper present or obstructions in the paper path.

Grasp any jammed paper with both hands and pull it straight out to remove it out of the printer.

4. Plug the power cord in and turn on the printer.

5. Pull out tray 2 completely out of the printer to remove it.

6. Ensure that the protective orange plastic shipping locks are removed, if present.

7. Remove any jammed or damaged sheets of paper from the tray.

8. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray.

Figure 6-62 Tray 2 paper guides

Recommended action for onsite technicians 99

 9. Ensure the paper is not filled above the fill mark (line below 3 triangles). Remove any excess media.

Figure 6-63 Paper height guides

Figure 6-64 Overfilled tray

Figure 6-65 Stack of paper not overfilled in tray 2

10. Ensure that the feed and separation rollers are installed correctly and show no damage or wear.

100 Chapter 6 Numerical control panel messages

a. Open the right door and pull the green tab located on the left-hand side to open the lower-
access cover.

Figure 6-66 Jam-access door

b. If the jammed paper is visible inside the lower-access cover, pull it straight out to remove it.

NOTE: If the paper is pulled toward a side, it might dislodge the rollers.

c. Check if the rollers are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

● If the flap of the blue roller tab is up, the rollers are installed correctly.

NOTE: If the blue tab is DOWN, it will cause a 13.B2.D2 and/or a Tray 2 Overfilled or roller
Issue message.

Figure 6-67 Feed rollers flap is down and not installed correctly

Recommended action for onsite technicians 101

 Figure 6-68 Feed rollers flap is up and installed correctly

d. Remove any visible lint or dust from each of the feed, pickup and separation rollers using a
clean lint-free cloth moistened with warm water.

e. With tray 2 removed, check the pickup roller for damage dirt or paper dust. Clean the roller
with a damp lint free cloth as needed.

Figure 6-69 Check pickup roller

f. If the pickup, feed, and separation rollers are damaged or worn out, replace the rollers.

● Part number: J8J70-67906

● Part description: Tray 2 roller assembly

● For instructions, go to Removal and replacement: Trays 2-x rollers

102 Chapter 6 Numerical control panel messages

 Figure 6-70 Worn out roller surface

Figure 6-71 New roller surface

11. Reinstall tray 2.

12. Run the following tests from the printer troubleshooting menu.

● Tray 2-Pickup Solenoid

● Tray 2-Paper sensor

● Tray 2-Paper surface sensor

a. From the Home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

i. Troubleshooting

ii. Diagnostic Tests

iii. Components Test

Recommended action for onsite technicians 103

 c. Select the specific test option, select the Repeat check box, and then press the Start button.

d. Check the following for each test.

● Make sure to hear a clicking noise to confirm the solenoid is functioning.

NOTE: The solenoid click sound is a very low volume and will click "on" and "off".

● Ensure each sensor functions correctly.

13. If the any of the tests fail, replace the paper pickup assembly.

● Part number: RM2-6771-010CN

● For instructions, go to Removal and replacement: Paper pickup assembly See the Repair
Service Manual for this product.

14. If the issue persists, elevate the case using the Standard Support Process.

13.B2.DX Jam in right door

Paper delay jam at the image area.

Paper passed PS3601 feed sensor in Tray 3 but did not reach the registration sensor (PS4550) in the
designated amount of time when printing from Tray 3.

Paper passed PS3601 feed sensor in Tray 3 but did not reach the registration sensor (PS4550) in the
designated amount of time when printing from Tray 4.

Paper passed PS3601 feed sensor in Tray 3 but did not reach the registration sensor (PS4550) in the
designated amount of time when printing from Tray 5.

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

104 Chapter 6 Numerical control panel messages

 3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

Figure 6-72 Tray paper guides

Figure 6-73 Tray 2 paper height guides

4. Ensure that the tray 3 pickup and separation rollers are installed correctly and show no damage or
wear.

5. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

Recommended action for call-center agents and onsite technicians 105

 c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. If the error persists, ensure that the tray width and length guides are set to the correct paper size
for the paper being installed into the tray and that the tray is not over filled above the fill mark or
over the tab on the tray.

Figure 6-74 Paper tray guides

Figure 6-75 Paper height guides

4. Toggle the registration/TOP sensor (PS4550) to ensure that it moves freely.

5. Test the registration/TOP sensor (PS4550) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

106 Chapter 6 Numerical control panel messages

 ● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the registration/TOP sensor to verify that the sensor is functioning correctly. If the sensor
does not function, replace the registration assembly.

NOTE: Before replacing any parts check connector J15 on the DC controller.

Part number: RM2-6774-000CN

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

6. Check the transfer roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the transfer roller or transfer assembly as needed.

Transfer roller part number: RM2-6800-000CN

For instructions: Removal and replacement: Transfer roller See the Repair Service Manual for this
product.
Transfer assembly part number: RM2-6776-000CN
For instructions: Removal and replacement: Transfer assembly See the Repair Service Manual for
this product.

7. If the sensors are functioning correctly, run a few pages to check where the leading edge of the
paper actually stops.

8. Check the paper feed frame assembly for broken parts or damage. Replace the feed frame
assembly as needed.

Part number: RM2-0851-000CN

For instructions: Removal and replacement: Paper feed frame See the Repair Service Manual for
this product.

9. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

10. Test the drum motor M2.

a. Touch Drum motor.

b. If the motor does not function correctly, ensure connector J203 on the DC controller PCA is
securely and correctly seated.

Recommended action for call-center agents and onsite technicians 107

 c. Check the main drive assembly for damage or blocked gears.

d. Retest the drum motor as needed.

e. If the drum motor continues to fail, replace the following as needed.

Drum motor part number: RM2-9316-000CN

Drumm motor instructions: Removal and replacement: Drum motor See the Repair Service
Manual for this product.
Main drive assembly part number: RM2-6777-000CN
Main drive instructions: Removal and replacement: Main drive assembly See the Repair
Service Manual for this product.

11. Replace the registration assembly.

Part number: RM2-6774-000CN

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

12. If the issue persists, elevate the case using the Standard Support Process.

13.B2.FF Jam in right door

Paper residual jam at image area.

Paper present at PS4550, at power on or after clearing a jam.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper
(ish_3199741-3199797-16).

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Toggle the registration/TOP sensor (PS4550) to ensure that it moves freely.

3. Test the registration/TOP sensor (PS4550) using the manual sensor test.

108 Chapter 6 Numerical control panel messages

 a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the registration/TOP sensor to verify that the sensor is functioning correctly. If the sensor
does not function, replace the registration assembly.

NOTE: Before replacing any parts check connector J15 on the DC controller.

Part number: RM2-6774-000CN

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

13.B4.FF Jam in right door

Paper residual jam at image area.

Paper present at fuser loop sensor PS4500 at power on or after clearing a jam.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper
(ish_3199741-3199797-16).

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

13.B4.FF Jam in right door 109

 c. Close the right door to allow the printer to attempt to clear the jam message.

2. Remove the fuser and check for paper and the correct movement of the sensors PS4500.

CAUTION: The fuser might be hot.

3. Test the fuser loop sensor PS4500. If the sensor fails the test, replace the sensor.

Part number: WG8-5935-000CN

NOTE: If onsite, Performing a reseat of the transfer assembly might resolve this issue.

If needed Part number:

Transfer assembly (duplex) - RM2-6776-010CN

Transfer assembly (simplex) - RM2-1248-000CN

4. Check the condition and position of the fuser pressure relief sensor. If the sensor is damaged or
missing, replace the fuser.

Table 6-10 Part number

Part Description Part Number

Fuser output sensor (SR5) WG8-5935-000CN

110 Chapter 6 Numerical control panel messages

 Figure 6-76 An undamaged fuser pressure relief sensor

5. Inspect the fuser flag for damage. If the flag is damaged or missing, replace the fuser.

Table 6-11 Part numbers

Part Description Part Number

110V Fuser RM2-1256-010CN

220V Fuser RM2-1257-010CN

For instructions: Removal and replacement: Fuser assembly

Figure 6-77 An undamaged fuser alienation flag on the left side of the fuser

13.B9.Az Fuser jam

Paper stay jam in the fuser area or Paper present at PS4650 after specified time limit.

For additional troubleshooting information, go to HP LaserJet Enterprise MFP, HP LaserJet Managed

MFP - 13.B9.A1 or 13.80.A1 Jam (Emerging Issue).

This jam code can be caused by:

● An accordion paper jam at the fuser exit.

● Something blocking the paper before reaching the output rollers.

13.B9.Az Fuser jam 111

 ● The output bin rollers are not turning. Because there is very little distance from the fuser exit to the
output bin, paper stopped at the rollers can cause a fuser jam.

● A sticky fuser exit flag. If the flag is stuck or even delayed momentarily in the activated position it
can cause this jam.

● Self-sealing or adhesive media is being used. Please see the instructions in A "13.BY.XY paper
jam" or "41.03.XY Size Mismatch" message displays on the printer control panel when printing on
self-adhesive paper. (ish_3199741-3199797-16).

● 13.B9.A1 jam is detected when printing from Tray 1.

● 13.B9.A2 jam is detected when printing from Tray 2.

● 13.B9.A3 jam is detected when printing from Tray 3.

● 13.B9.A4 jam is detected when printing from Tray 4.

● 13.B9.A5 jam is detected when printing from Tray 5.

● 13.B9.AD jam is detected when printing from the duplexer.

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents and onsite technicians

IMPORTANT: If this error occurs on printers that have a stapler/stacker attached and the output is
going only to the stapler/stacker bin, please go to the following document to troubleshoot: HP LaserJet
Enterprise MFP, HP LaserJet Managed MFP - 13.B9.A1 or 13.80.A1 Jam (Emerging Issue)

If the jam occurs when the output is going to the top output of the stapler/stacker, or on printers that do
not have a stapler/stacker attached, troubleshoot using the following steps:

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

112 Chapter 6 Numerical control panel messages

3. Check the fuser delivery sensor for correct functionality and movement. Replace the fuser as
needed.

CAUTION: The fuser might be hot.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

NOTE: Before replacing any parts check connector J401 and J402 on the DC controller.

4. Verify there is no debris from a previous jam stuck in the fuser, or the rollers leading into and out of
the fuser.

5. Confirm that the output bin rollers are turning.

6. Check the transfer roller at the transfer area, ensure that everything is correctly seated and that
there are no damaged parts. Replace the transfer roller or transfer assembly as needed.

Transfer roller part number: RM2-6800-000CN

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

Transfer assembly part number: RM2-6776-000CN

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

7. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

8. Touch Fuser motor to test the motor. If the test fails replace the fuser drive assembly.

Part number: RM2-6763-000CN

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

9. Replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

Recommended action for call-center agents and onsite technicians 113

 13.B9.Cz
Fuser wrap jam.

This jam occurs when the paper disappears from the fuser output sensor before a designated amount
of time after the paper reached the fuser output sensor (PS4650).

It is determined that the paper is being wrapped around the fuser roller.

Z = Fuser mode

● 13.B9.C1 Fuser wrap jam when Auto Sense (Normal).

● 13.B9.C2 Fuser wrap jam when Normal.

● 13.B9.C3 Fuser wrap jam when Light 1 or Light 2.

● 13.B9.C4 Fuser wrap jam when Heavy 1.

● 13.B9.C5 Fuser wrap jam when Heavy 2.

● 13.B9.C6 Fuser wrap jam when Heavy Paper 3.

● 13.B9.C7 Fuser wrap jam when Glossy Paper 1.

● 13.B9.C8 Fuser wrap jam when Glossy Paper 2.

● 13.B9.C9 Fuser wrap jam when Glossy Paper 3.

● 13.B9.CB Fuser wrap jam when Transparency.

● 13.B9.CC Fuser wrap jam when Label.

● 13.B9.CD Fuser wrap jam when Envelope 1 or Envelope 2.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper.
(ish_3199741-3199797-16)

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

114 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Remove the fuser, and remove any paper wrapped around the fuser roller.

CAUTION: The fuser might be hot.

c. Look for and clear any paper present or obstructions in the paper path.

d. Reinstall the fuser.

e. Close the right door to allow the printer to attempt to clear the jam message.

2. Print a cleaning page to ensure that all of the toner is removed from the fuser roller.

3. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

4. If the error persists, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

13.B9.Dz
Fuser delivery delay jam.

Paper did not reach the fuser sensor PS4650 within the specified time.

● 13.B9.D1 Fuser delivery delay jam when printing from Tray 1.

● 13.B9.D2 Fuser delivery delay jam when printing from Tray 2.

● 13.B9.D3 Fuser delivery delay jam when printing from Tray 3.

● 13.B9.D4 Fuser delivery delay jam when printing from Tray 4.

● 13.B9.D5 Fuser delivery delay jam when printing from Tray 5.

● 13.B9.DD Fuser delivery delay jam when printing with the Duplexer.

The following are possible causes and areas that should be investigated.

● The paper jam is found wrapped around the fuser roller. In this case it is a sign of a worn out fuser.

● The paper jam is found in the transfer area. This could be caused by transfer area damage.

● A fuser drive or delivery issue.

● Self-sealing or adhesive media is being used. Please see the instructions in A "13.BY.XY paper
jam" or "41.03.XY Size Mismatch" message displays on the printer control panel when printing on
self-adhesive paper. (ish_3199741-3199797-16)

Recommended action for call-center agents and onsite technicians 115

 Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray 1 pickup and separation rollers are installed correctly and show no damage or
wear.

4. Clean or replace the pickup, feed, and separation rollers as needed.

NOTE: Clean the rollers with a dampened lint free cloth or paper.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Determine where the jam is located and remove the jam.

a. Open the right door and check for paper present in the paper path.

b. Remove the fuser and check for paper or obstructions.

4. If the paper is stopped before fuser, perform the following steps.

a. Thoroughly check the duplex paper path and the transfer area for any issues with the rollers,
jammed paper, or any obstructions that might be causing the jam.

b. Check the transfer roller at the transfer area, ensure that everything is correctly seated and
that there are no damaged parts. Replace the transfer roller or transfer assembly as needed.

Transfer roller part number: RM2-6800-000CN

Transfer assembly part number: RM2-6776-000CN

c. Inspect the transfer feed assembly for debris or damage. Replace the right door sub
assembly as needed.

Part number: RM2-0849-000CN

5. If the paper is stopped in or at the fuser, perform the following steps.

CAUTION: The fuser might be hot.

116 Chapter 6 Numerical control panel messages

a. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

b. Test the fuser sensor (PS4650) using the manual sensor test.

i. From the home screen on the printer control panel, touch “Support Tools”.

ii. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

iii. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

iv. Test the fuser sensor to verify that the sensor is functioning correctly. If the sensor does
not function, replace the fuser assembly.

NOTE: Before replacing any parts check connector J401 and J402 on the DC controller.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

c. Enter the component test menu to run diagnostics on the printer.

i. From the home screen on the printer control panel, touch “Support Tools”.

ii. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

Recommended action for call-center agents and onsite technicians 117

 d. Touch Fuser motor to test the motor. If the test fails replace the fuser drive assembly.

Part number: RM2-6763-000CN

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

e. Replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

13.B9.FF
Residual paper jam at the fuser output sensor.

Paper is present at PS4650 at power on or after clearing a jam.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper.
(ish_3199741-3199797-16).

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Verify the paper meets the HP printer specifications.

3. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage
and/or damage. Replace the fuser as needed.

CAUTION: The fuser might be hot.

118 Chapter 6 Numerical control panel messages

4. Test the fuser sensor (PS4650) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the fuser sensor to verify that the sensor is functioning correctly. If the sensor does not
function, replace the fuser assembly.

NOTE: Before replacing any parts check connector J401 and J402 on the DC controller.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

5. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

6. Touch Fuser motor to test the motor. If the test fails replace the fuser drive assembly.

Part number: RM2-6763-000CN

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

7. Replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

Recommended action for call-center agents and onsite technicians 119

 For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

13.D3.Dz
Late to duplex re-feed jam.

● 13.D3.D1 The fuser is printing in fuser mode Auto Sense special case distinguished from "typed"
Normal.

● 13.D3.D2 The fuser is printing in fuser mode Normal.

● 13.D3.D3 The fuser is printing in fuser mode Light 1 or Light 2.

● 13.D3.D4 The fuser is printing in fuser mode Heavy 1.

● 13.D3.D5 The fuser is printing in fuser mode Heavy 2.

● 13.D3.D6 The fuser is printing in fuser mode Heavy Paper 3.

● 13.D3.D7 The fuser is printing in fuser mode Glossy Paper 1.

● 13.D3.D8 The fuser is printing in fuser mode Glossy Paper 2.

● 13.D3.D9 The fuser is printing in fuser mode Glossy Paper 3.

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Perform the continuous paper path test in simplex mode of at least 50 pages to ensure that issue is
occurring while duplex printing only.

3. Test duplexing from multiple trays to see if issue is tray specific or not. If the jam occurs from only
one specific tray, troubleshoot the tray for pick and feed issues.

a. Ensure the type and quality of the paper being used meets the HP specifications for the
printer.

120 Chapter 6 Numerical control panel messages

 b. Ensure the tray is set correctly. If Tray 1 is set to ANY size ANY type, set it to the size the
customer is trying to print on.

c. Ensure that the tray width and length guides are set to the correct paper size being installed
into the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

d. Ensure that the tray pickup, feed, and separation rollers are installed correctly and show no
damage or wear. Clean or replace the rollers as needed.

4. Test the duplex sensor (PS4700) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the duplex sensor to verify that the sensor is functioning correctly. If the sensor does not
function, replace the right door sub assembly.

NOTE: Before replacing any parts check connector J309 on the DC controller.

Part number: RM2-0849-000CN

For instructions: Removal and replacement: Right door assembly See the Repair Service
Manual for this product.

5. Enter the component test menu to run diagnostics on the printer.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Components Test

6. Run the Duplex refeed clutch solenoid. If the tests fail, replace the delivery assembly.

Paper delivery assembly part number: RM2-6787-000CN

For instuctions: Removal and replacement: Paper delivery assembly See the Repair Service
Manual for this product.

Recommended action for call-center agents and onsite technicians 121

 7. Check the right door assembly and rollers for any damage or debris. Replace the right door
assembly as needed.

Part number: RM2-0849-000CN

For instructions: Removal and replacement: Right door assembly See the Repair Service Manual
for this product.

13.D3.FF
A power on jam has occurred at the duplex refeed sensor.

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Test the duplex sensor (PS4700) using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the duplex sensor to verify that the sensor is functioning correctly. If the sensor does not
function, replace the right door sub assembly.

NOTE: Before replacing any parts check connector J309 on the DC controller.

122 Chapter 6 Numerical control panel messages

 Part number: RM2-0849-000CN
For instructions: Removal and replacement: Right door assembly See the Repair Service
Manual for this product.

3. Replace the right door assembly as needed.

Part number: RM2-0849-000CN

For instructions: Removal and replacement: Right door assembly See the Repair Service Manual
for this product.

13.E1.D3 Fuser Area Jam

Output delivery delay jam. Paper did not reach the output bin full sensor in time.

Recommended action for customers

1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam
locations.

2. Verify that no doors are open.

3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted
to the correct size, and the tray should not be filled above the maximum fill marks or tabs.

4. Verify that the paper meets specifications for this printer.

5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.

7. If the error persists, please contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the tone cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. If the error persists, replace the Developing Drive Assembly (PS4850).

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

13.E1.D3 Fuser Area Jam 123

 For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the tone cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. Check connection J301 on the DC Controller.

5. Check the connection on the Developing Drive Assembly.

6. If the error persists, replace the Developing Drive Assembly (PS4850).

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

13.E1.Dz
Output delivery delay jam. Paper did not reach the output bin full sensor in time.

● 13.E1.D1 The fuser is printing in fuser mode Auto Sense special case distinguished from "typed"
Normal.

● 13.E1.D2 The fuser is printing in fuser mode Normal.

● 13.E1.D3 The fuser is printing in fuser mode Light 1 or Light 2.

● 13.E1.D4 The fuser is printing in fuser mode Heavy 1.

● 13.E1.D5 The fuser is printing in fuser mode Heavy 2.

● 13.E1.D6 The fuser is printing in fuser mode Heavy Paper 3.

● 13.E1.D7 The fuser is printing in fuser mode Glossy Paper 1.

● 13.E1.D8 The fuser is printing in fuser mode Glossy Paper 2.

● 13.E1.D9 The fuser is printing in fuser mode Glossy Paper 3.

124 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Clear the paper jam.

a. Open the upper right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the upper right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents and onsite technicians

1. Check the delivery roller and assembly for any damage or debris. Replace the delivery assembly as
needed.

Paper delivery assembly part number: RM2-6787-000CN

For instructions (M631, M632, M633): Removal and replacement: Paper delivery assembly See the
Repair Service Manual for this product.

2. Check the fuser for damage or wear. Replace the fuser as needed.

Fuser Kit 110v part number: RM2-1256-000cn

Fuser Kit 220v part number: RM2-1257-000cn
For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

13.E1.D2
This event code was detected when the gear on the delivery assembly is separated from the fuser drive
assembly and is not in contact with the fuser drive assembly.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

NOTE: Always wait for the fuser to cool before removing it.

a. Open the right door.

b. Look for any paper present or obstructions in the paper path.

c. Gently pull out any jammed papers.

d. Hold the fuser handles, lift it up slightly, and then pull it straight out to remove the fuser out of
the printer.

WARNING! The fuser can be hot while the printer is in use. Wait for the fuser to cool before
handling it.

e. Remove any jammed paper from the fuser opening.

Recommended action for customers 125

 f. Reinstall the fuser.

g. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

NOTE: Always wait for the fuser to cool before removing it.

a. Open the right door.

b. Gently pull out any jammed papers.

c. Hold the fuser handles, lift it up slightly, and then pull it straight out to remove the fuser out of
the printer.

WARNING! The fuser can be hot while the printer is in use. Wait for the fuser to cool before
handling it.

Figure 6-78 Remove the fuser

d. Remove any jammed paper from the fuser opening.

2. Check if the gear on the Delivery assembly is separated from and Fuser drive assembly.

It was detected that the gear on the Delivery assembly might be separated and was not in contact
with the Fuser drive assembly mechanism. The arrow in the image indicates the gear separation
between the delivery and fuser drive assemblies.

126 Chapter 6 Numerical control panel messages

 Figure 6-79 Gear on the Delivery assembly is separated from Fuser drive assembly

3. If the gear on the Delivery assembly is not in contact or connected with the Fuser drive assembly,
use the tip of the screwdriver to release the gear and connect it to the Fuser drive assembly
mechanism.

NOTE: Do not exert force when using the screwdriver for this task.

Figure 6-80 Gear on Delivery assembly connected to Fuser drive assembly

4. If the event continues to occur after the gear adjustment, remove the delivery assembly:

a. Press down the gear on the paper delivery assembly and rotate it manually.

b. Release the tab and cover.

Recommended action for call-center agents 127

 c. Disconnect the two connectors, and then remove the M4 and M3 screws.

d. Pull out the delivery assembly.

For detailed instructions: Removal and replacement: Paper delivery See the Repair Service Manual
for this product.

5. Verify the output sensor flags are positioned correctly and the mechanisms have the correct
movement.

Figure 6-81 Location of the Output sensor flags

NOTE: When installing the delivery assembly, make sure to check that the bosses on the right and
left sides are correctly engaged with the groove of the side plate.

128 Chapter 6 Numerical control panel messages

6. Remove the fuser drive assembly, and then verify the dual-function mechanism rotates correctly
and the spring is in the correct position.

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

Figure 6-82 Fuser drive assembly

Figure 6-83 Arrow indicates the correct rotation direction

Recommended action for call-center agents 129

 Figure 6-84 Correct position of the spring

7. Assemble the components and validate the functionality of the printer.

NOTE: This failure is not resolved with replacing components, it was detected that there is a
connection issue between the Delivery assembly and Fuser drive assembly mechanism, and this
generates the failure in the printer functionality.

If these steps do not solve the failure, use the standard support process to resolve the issue.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Clear the paper jam.

NOTE: Always wait for the fuser to cool before removing it.

a. Open the right door.

b. Gently pull out any jammed papers.

c. Hold the fuser handles, lift it up slightly, and then pull it straight out to remove the fuser out of
the printer.

WARNING! The fuser can be hot while the printer is in use. Wait for the fuser to cool before
handling it.

130 Chapter 6 Numerical control panel messages

 Figure 6-85 Remove the fuser

d. Remove any jammed paper from the fuser opening.

2. Check if the gear on the Delivery assembly is separated from and Fuser drive assembly.

It was detected that the gear on the Delivery assembly might be separated and was not in contact
with the Fuser drive assembly mechanism. The arrow in the image indicates the gear separation
between the delivery and fuser drive assemblies.

Figure 6-86 Gear on the Delivery assembly is separated from Fuser drive assembly

3. If the gear on the Delivery assembly is not in contact or connected with the Fuser drive assembly,
use the tip of the screwdriver to release the gear and connect it to the Fuser drive assembly
mechanism.

Do not exert force when using the screwdriver for this task.

Recommended action for onsite technicians 131

 Figure 6-87 Gear on Delivery assembly connected to Fuser drive assembly

4. If the event continues to occur after the gear adjustment, remove the delivery assembly:

a. Press down the gear on the paper delivery assembly and rotate it manually.

b. Release the tab and cover.

c. Disconnect the two connectors, and then remove the M4 and M3 screws.

d. Pull out the delivery assembly.

For detailed instructions: Removal and replacement: Paper delivery See the Repair Service Manual
for this product.

132 Chapter 6 Numerical control panel messages

5. Verify the output sensor flags are positioned correctly and the mechanisms have the correct
movement.

Figure 6-88 Location of the Output sensor flags

NOTE: When installing the delivery assembly, make sure to check that the bosses on the right and
left sides are correctly engaged with the groove of the side plate.

6. Remove the fuser drive assembly, and then verify the dual-function mechanism rotates correctly
and the spring is in the correct position.

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

Recommended action for onsite technicians 133

 Figure 6-89 Fuser drive assembly

Figure 6-90 Arrow indicates the correct rotation direction

134 Chapter 6 Numerical control panel messages

 Figure 6-91 Correct position of the spring

7. Assemble the components and validate the functionality of the printer.

NOTE: This failure is not resolved with replacing components, it was detected that the Delivery
assembly is with an inadequate connection assembly, and this generates the failure in the printer
functionality.

If these steps do not solve the failure, use the standard support process to resolve the issue.

13.FF.FF
A power on residual paper jam has occurred.

This error has no specific sensor designated. It could be any sensor in the paper feed path.

Recommended action for customers

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

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

13.FF.FF 135
 Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the right door.

b. Look for and clear any paper present or obstructions in the paper path.

c. Close the right door to allow the printer to attempt to clear the jam message.

2. Check for obstructions in the paper path. View the event log to determine if other jam errors are
occurring and troubleshoot those errors.

3. Check sensors and switches to isolate a faulty door switch or sensor.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset (reset the selected sensor’s state)

d. Test the all sensors and switches to verify that they are functioning correctly.

e. Replace parts as determined by sensor tests, damage, or obstructions.

NOTE: Before replacing any parts check ALL connectors on the DC controller.

13.60.5z
Paper is too short jam inside right door or the stapler/stacker.

● 13.60.51 A jam is detected when printing to output tray 1.

● 13.60.52 A jam is detected when printing to output tray 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

136 Chapter 6 Numerical control panel messages

 e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

3. If the issue persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

13.60.6z
Inter page gap jam inside right door or the stapler/stacker.

● 13.60.61 A jam is detected when printing to output tray 1.

● 13.60.62 A jam is detected when printing to output tray 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

Recommended action for call-center agents and onsite technicians 137

 c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

3. If the issue persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

13.60.F0
Paper jam inside right door of the stapler/stacker at power on.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

138 Chapter 6 Numerical control panel messages

 c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device inner right door.

b. Remove all paper found.

c. Close the output device inner right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

13.80.Az
Paper stay jam inside right door of the stapler/stacker. The paper stopped at the stapler/stacker entry
sensor in the designated time.

For additional troubleshooting information, go to HP LaserJet Enterprise MFP, HP LaserJet Managed

MFP - 13.B9.A1 or 13.80.A1 Jam (Emerging Issue).

● 13.80.A1 A jam is detected when printing to output bin 1.

● 13.80.A2 A jam is detected when printing to output bin 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

Recommended action for call-center agents and onsite technicians 139

 b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

IMPORTANT: If this error occurs on printers that have a stapler/stacker attached and the output is
going only to the stapler/stacker bin, please go to the following document to troubleshoot: HP LaserJet
Enterprise MFP, HP LaserJet Managed MFP - 13.B9.A1 or 13.80.A1 Jam (Emerging Issue)

If the jam occurs when the output is going to the top output of the stapler/stacker, or on printers that do
not have a stapler/stacker attached, troubleshoot using the following steps:

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

3. If the issue persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

13.80.D1 Paper jam in stapler/stacker

Late to Stapler/Stacker jam

140 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Check the printer for a jam in the stapler/stacker.

2. Look for and clear any paper present or obstructions in the paper path.

3. View event log to determine if other jam errors are occurring and troubleshoot those errors.

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

Recommended action for call-center agents and onsite technicians

1. Check the printer for a jam.

2. Look for and clear any paper present or obstructions in the paper path.

3. View event log to determine if other jam errors are occurring and troubleshoot those errors.

4. Verify there is no debris from a previous jam stuck in the fuser, or the rollers leading into and out of
the fuser.

5. Confirm that the output bin rollers are turning.

6. If the error persists, replace the stapler/stacker micro switch.

Micro switch (stapler/stacker) part number: WC4-5171-000CN

13.80.Dz
Paper delay jam inside inner right door of the stapler/stacker. The paper did not reach the stapler/
stacker entry sensor in the designated time.

● 13.80.D1 A jam is detected when printing to output bin 1.

● 13.80.D2 A jam is detected when printing to output bin 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for customers 141

 Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

13.80.F0
Paper jam inside inner right door of the stapler/stacker at power on.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device inner right door.

b. Remove all paper found.

142 Chapter 6 Numerical control panel messages

 c. Close the output device inner right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

13.83.Az
Paper stay jam right door of the stapler/stacker. The paper stopped at the staple entry sensor in the
designated time.

● 13.83.A1 A jam is detected when printing to output bin 1.

● 13.83.A2 A jam is detected when printing to output bin 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

13.83.Az 143
 d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

3. If the issue persists, replace the jog assembly.

Part number: RM2-1066-000CN

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

13.83.Dz
Paper delay jam inside right door of the stapler/stacker. The paper did not reach the stapler/stacker
entry sensor in the designated time.

● 13.83.D1 A jam is detected when printing to output bin 1.

● 13.83.D2 A jam is detected when printing to output bin 2.

Recommended action for customers

1. Clear the paper jam.

a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

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

Recommended action for call-center agents and onsite technicians

1. Clear the paper jam.

144 Chapter 6 Numerical control panel messages

 a. Open the output device right door.

b. Remove all paper found.

c. Close the output device right door.

d. Open the printer right door.

e. Remove the fuser unit.

CAUTION: The fuser might be hot.

f. Remove all paper found and then reinstall the fuser.

g. Close the printer right door.

2. If the issue persists, replace the lower paper feed assembly.

Part number: RM2-1071-000CN

For instructions: Removal and replacement: Lower paper feed assembly See the Repair Service
Manual for this product.

3. If the issue persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

13.83.FO
Power on Jam/Stacker jam – middle sensor.

Recommended action for customers

1. Check the printer for a jam in the stapler/stacker.

2. Look for and clear any paper in the upper right cover of the stapler/stacker.

3. View the event log to determine if any other jam errors are occurring and troubleshoot those errors.

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

Recommended action for call-center agents and onsite technicians

1. Check the printer for a paper jam.

2. Look for and clear any paper in the upper right cover of the stapler stacker.

3. View the event log to determine if any other jam errors are occurring and troubleshoot those errors.

4. Confirm that the output bin rollers are turning.

13.83.FO 145
 5. If this occurs after service of the upper paper feed assembly, check that the cover was reinstalled
correctly and is not blocking sensor movement.

Figure 6-92 Sensor location

6. If the error persists, replace the stapler/stacker upper paper feed assembly.

Part number: RM2-6810-000CN

For instructions: Removal and replacement: Stapler/Stacker upper paper feed assembly See the
Repair Service Manual for this product.

20.WX.YZ error messages

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

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

20.00.00 Insufficient memory <device>

Event log message 20.00.00.

146 Chapter 6 Numerical control panel messages

 The printer does not have enough memory to print the page.

The printer received more data than can fit in the available memory. The customer might have tried to
transfer too many macros, soft fonts, or complex graphics.

Recommended action
■ Touch the OK button to print the transferred data. Some data might be lost. Reduce the page
complexity or add printer memory.

21.00.00 Page Too ComplexEvent log error message 21.00.00.

The printer displays this message to indicate that the page decompression process was too slow for the
printer.

Recommended action
■ Touch the OK button to continue. There may be some data loss on the page that was being formatted
when the error occurred.

30.WX.YZ error messages

30.* errors
Errors in the 30.* family are related to the flatbed scanner.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

2. Clean the scanner glass and glass strips.

3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.

4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

5. Check all connections on the scanner control board and from the scanner control board to the
formatter and the DC controller or the engine control board. If all connections are good, replace the
scanner control board.

6. Replace the formatter.

7. If the error persists, replace the scanner assembly.

30.01.01
The flatbed cover sensor was interrupted.

The scanner flatbed cover is open.

Recommended action 147

 This message appears only in the event log and is not posted on the control panel.

The control panel will read Flatbed Cover Open.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. This error message should automatically clear.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer and then turn on the printer.

2. Open the scanner lid or automatic document feeder (ADF).

3. Locate the black plastic sensor flag on the document feeder/scanner cover. This sensor is located
on the left rear of the document feeder/flatbed glass.

148 Chapter 6 Numerical control panel messages

4. If the black plastic sensor flag on the ADF is damaged or missing, replace the image scanner
assembly.

Table 6-12 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

5. Perform the following tests to check the functionality of the flatbed cover sensor.

a. Press the ADF black plastic sensor flag down and allow it to spring back, and then press the
sensor flag down again. Ensure that the control panel displays a warning message “Flatbed
cover open” when the black sensor flag is in the up position. The warning message should not
display when the sensor flag is pressed down.

If the test is functional, perform the next test to verify the actuation of the sensor flag.

Figure 6-93 "Flatbed cover open" warning message

b. Open and close the scanner lid to test the functionality of the sensor flag. Check the
document feeder hinges and ensure the ADF cover is seated correctly.

NOTE: If the actuation of the sensor flag works while depressing manually but not when opening
and closing the scanner lid, inspect the ADF hinges to verify they are not broken, and that the ADF is
seated correctly.

Recommended action for call-center agents 149

 6. If a broken hinge is identified, replace the ADF hinge.

Table 6-13 ADF hinge part number

Description Part number

ADF hinge 5851-7205

7. Access the Manual Sensor Test on the printer control panel to verify the functionality of the Flatbed
cover sensor.

a. From the Home screen on the control panel, scroll to and select Support Tools .

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests > Manual Sensor Test .

c. Select Flatbed cover.

Figure 6-94 Flatbed cover option in Manual Sensor Test menu on the printer control panel

d. Open and close the flatbed cover.

NOTE: The Flatbed cover sensor counter under the sensor name should increment by one
(from "0" to "1", for example) each time the cover is opened or closed.

e. Check the control panel display to verify the sensor is activated and incremented by one each
time you open and close the flatbed cover.

150 Chapter 6 Numerical control panel messages

 8. If the flatbed cover sensor does not actuate and the counter is not incremented, replace the image
scanner assembly.

Table 6-14 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-95 Gate Closed

Figure 6-96 Proper insertion

Recommended action for onsite technicians 151

 Figure 6-97 Improper insertion

1. Turn off the printer and then turn on the printer.

2. Open the scanner lid or automatic document feeder (ADF).

3. Locate the black plastic sensor flag on the document feeder/scanner cover. This sensor is located
on the left rear of the document feeder/flatbed glass.

4. If the black plastic sensor flag on the ADF is damaged or missing, replace the image scanner
assembly.

Table 6-15 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

152 Chapter 6 Numerical control panel messages

5. Access the Manual Sensor Test on the printer control panel.

a. From the Home screen on the control panel, scroll to and select Support Tools .

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests > Manual Sensor Test .

c. Select Flatbed cover.

Figure 6-98 Flatbed cover option in Manual Sensor Test menu on the printer control panel

6. Perform the following test in the order presented to verify the functionality of the Flatbed cover
sensor.

NOTE: The Flatbed cover sensor counter under the sensor name should increment by one (from
"0" to "1", for example) for each actuation of the sensor flag or each time the document flatbed
cover is opened or closed.

a. Press the ADF black plastic sensor flag down and allow it to spring back. Repeat the steps and
check if the Flatbed cover sensor counter increments by one for each actuation of the sensor
flag.

Recommended action for onsite technicians 153

 b. If the sensor fails to actuate the counter, replace the image scanner assembly.

Table 6-16 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

c. If the sensor flag increases the counter, open and close the flatbed cover to actuate the
sensor while performing the same test.

d. If the flatbed cover sensor does not actuate and advance the counter, inspect the ADF hinges
to verify that they are not broken, and to ensure that the flatbed cover is seated correctly.

e. If a broken hinge is identified, replace the ADF hinge.

Table 6-17 ADF hinge part number

Description Part number

ADF hinge 5851-7205

7. If the error persists, disconnect and reconnect all the cables on the scanner control board (SCB).

Figure 6-99 Scanner control board (SCB): Sensor connections

Table 6-18 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

154 Chapter 6 Numerical control panel messages

 8. If the error persists after the SCB cables are connected correctly, replace the scanner control
board (SCB).

Table 6-19 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) - Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.01.08 Home position error

The scanner optic failed to return to the home position.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page to check if the latest version of the printer and scanner firmware is
installed. If the latest firmware version is not installed, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. Observe whether the movement of the optics assembly moves correctly.

4. If the error persists after the firmware update and /or the optics assembly fails to move correctly,
perform a Continuous Scan diagnostic test using the printer control panel to test the functionality
of the scan optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools .

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

30.01.08 Home position error 155

 d. Select Start to run the test.

Figure 6-100 Start the Continuous Scan test

e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

5. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-20 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

156 Chapter 6 Numerical control panel messages

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-101 Gate Closed

Figure 6-102 Proper insertion

Figure 6-103 Improper insertion

1. Turn the printer off, and then on.

2. Print a Configuration Page to check if the latest version of the printer and scanner firmware is
installed. If the latest firmware version is not installed, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. Observe whether the movement of the optics assembly moves correctly.

4. If the error persists after the firmware update and /or the optics assembly fails to move correctly,
perform a Continuous Scan diagnostic test using the printer control panel to test the functionality
of the scan optics.

Recommended action for onsite technicians 157

 a. From the Home screen on the control panel, scroll to and touch Support Tools .

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-104 Start the Continuous Scan test

e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

5. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-21 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

158 Chapter 6 Numerical control panel messages

 6. If the error persists, disconnect and reconnect all the cables on the scanner control board (SCB).

NOTE: Ensure that all the cables on the SCB are connected and seated correctly before replacing
any parts.

Figure 6-105 Scanner control board (SCB): Sensor connections

Table 6-22 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

7. If the error persists after the SCB cables are connected correctly, replace the scanner control
board (SCB).

Table 6-23 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.01.14 Scan system EEPROM error

SCB EEPROM error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

30.01.14 Scan system EEPROM error 159

 1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print a Configuration Page to check if the latest version of the printer and scanner firmware is
installed. If the latest firmware version is not installed, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the error persists after the firmware update, replace the scanner control board (SCB).

Table 6-24 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-106 Gate Closed

160 Chapter 6 Numerical control panel messages

Figure 6-107 Proper insertion

Figure 6-108 Improper insertion

1. Turn the printer off, and then on.

2. Print a Configuration Page to check if the latest version of the printer and scanner firmware is
installed. If the latest firmware version is not installed, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the error persists, disconnect and reconnect all the cables on the scanner control board (SCB).

NOTE: Ensure that all the cables on the SCB are connected and seated correctly before replacing
any parts.

Figure 6-109 Scanner control board (SCB): Sensor connections

Recommended action for onsite technicians 161

 Table 6-25 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

4. If the error persists after the SCB cables are connected correctly, replace the scanner control
board (SCB).

Table 6-26 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.01.41 Scanner error

The formatter lost connections with the SCB or communication was corrupted.

NOTE: Check the voltage of the unit on the regulatory sticker. In the past, this event is directly related
to a 220V printer being plugged into a 110V outlet. Ensure that the voltage of the outlet matches the
voltage of the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

IMPORTANT: If this error occurs after the control panel has come out of Sleep mode or after opening
and closing the ADF multiple times, go to HP LaserJet Enterprise MFP M631-M633, HP LaserJet
Managed MFP E62555-E62575 Non-Flow - Control panel is not responsive and/or a 30.01.41 error
(document c06103348) for additional troubleshooting steps.

1. Turn the printer power off, and then disconnect the power cable from the printer.

162 Chapter 6 Numerical control panel messages

 2. Wait for one minute, reconnect the power cable, and then turn the printer power on.

3. If the error persists, upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, turn off the printer, open the automatic document feeder (ADF) to view the
flatbed or scanner glass, and then turn the printer power on.

5. Determine if the flatbed scanner lamp illuminates (lights) and/or the scan head assembly moves,
and then perform the appropriate task:

● If the flatbed scanner lamp does not light and/or the scan head assembly does not move,
replace the Integrated Scanner Assembly (ISA).

Table 6-27 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

● If the flatbed scanner lamp does light and/or the scan head assembly moves, replace the
Automatic Document Feeder (ADF).

Table 6-28 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-110 Gate Closed

Recommended action for onsite technicians 163

 Figure 6-111 Proper insertion

Figure 6-112 Improper insertion

IMPORTANT: If this error occurs after the control panel has come out of Sleep mode or after opening
and closing the ADF multiple times, please go to HP LaserJet Enterprise MFP M631-M633, HP LaserJet
Managed MFP E62555-E62575 Non-Flow - Control panel is not responsive and/or a 30.01.41 error
(document c06103348) for additional troubleshooting steps.

1. Turn the printer power off, and then disconnect the power cable from the printer.

2. Wait for one minute, reconnect the power cable, and then turn the printer power on.

3. If the error persists, upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

164 Chapter 6 Numerical control panel messages

4. If the error persists, disconnect and reconnect all SCB cables and the HDMI cable on the formatter.

Figure 6-113 SCB cables and the HDMI cable

Table 6-29 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

5. If the error persists, turn off the printer, open the automatic document feeder (ADF) to view the
flatbed or scanner glass, and then turn the printer power on.

● If the flatbed scanner lamp does not light and/or the scan head assembly does not move,
replace the Integrated Scanner Assembly (ISA).

Table 6-30 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

● If the flatbed scanner lamp does light and/or the scan head assembly moves, replace the
Automatic Document Feeder (ADF).

Recommended action for onsite technicians 165

 Table 6-31 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

For instructions: Removal and replacement: Automatic document feeder See the Repair
Service Manual for this product.

6. If the error persists, elevate the case using your regional elevation process.

7. If the issue persists after replacing the ISA and ADF parts and elevating the case, replace the
Scanner Controller Board (SCB).

Table 6-32 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

8. If the error persists, replace the formatter.

NOTE: Make sure to order the correct part number for the printer.

Table 6-33 Formatter part number

Description/Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

166 Chapter 6 Numerical control panel messages

 9. If the error persists, replace the Scanner Controller Board (SCB) formatter HDMI cable.

Table 6-34 SCB formatter HDMI cable part number

Description Part number

Scanner controller board (SCB) formatter HDMI cable J8J63-60104

30.01.43 SCB memory failure

SCB memory error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

3. If the error persists, send a technician onsite to check the connections on the scanner control
board (SCB).

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, turn the printer off.

3. Check the cables on the scanner control board (SCB). Make sure the flat flexible cables (FFC's) are
seated correctly.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control
Board (SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion.
These connectors are significantly different than the Light Insertion Force (LIF) connectors found
on the LaserJet M527 and Color LaserJet M577 printers.

30.01.43 SCB memory failure 167

 Figure 6-114 Gate Closed

Figure 6-115 Proper insertion

Figure 6-116 Improper insertion

4. Disconnect and reconnect all cables between the formatter and the scanner control board (SCB).

168 Chapter 6 Numerical control panel messages

 Table 6-35 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

5. Restart the printer and check if the error persists.

6. If the error persists, replace the scanner control board (SCB).

Table 6-36 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

7. If the error persists, replace the formatter.

Table 6-37 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

30.01.44
SCB communication error.

30.01.44 169
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer power off, and then disconnect the power cable from the printer.

2. Wait for one minute, reconnect the power cable, and then turn the printer power on.

3. If the error persists, upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware .

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

IMPORTANT: If this error occurs after the control panel has come out of Sleep mode or after opening
and closing the ADF multiple times, go to HP LaserJet Enterprise MFP M631-M633, HP LaserJet
Managed MFP E62555-E62575 Non-Flow - Control panel is not responsive and/or a 30.01.41 error
(document c06103348) for additional troubleshooting steps.

1. Turn the printer power off, and then disconnect the power cable from the printer.

2. Wait for one minute, reconnect the power cable, and then turn the printer power on.

3. If the error persists, upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, turn off the printer, open the automatic document feeder (ADF) to view the
flatbed or scanner glass, and then turn the printer power on.

● If the flatbed scanner lamp does not light and/or the scan head assembly does not move,
replace the Image Scanner Assembly (ISA).

Table 6-38 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

● If the flatbed scanner lamp does light and/or the scan head assembly moves, replace the
Automatic Document Feeder (ADF).

Table 6-39 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

170 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Automatic document feeder See the Repair
Service Manual for this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-117 Gate Closed

Figure 6-118 Proper insertion

Figure 6-119 Improper insertion

IMPORTANT: If this error occurs after the control panel has come out of Sleep mode or after opening
and closing the ADF multiple times, please go to HP LaserJet Enterprise MFP M631-M633, HP LaserJet

Recommended action for onsite technicians 171

 Managed MFP E62555-E62575 Non-Flow - Control panel is not responsive and/or a 30.01.41 error
(document c06103348) for additional troubleshooting steps.

1. Turn the printer power off, and then disconnect the power cable from the printer.

2. Wait for one minute, reconnect the power cable, and then turn the printer power on.

3. If the error persists, upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, disconnect and reconnect all SCB cables and the HDMI cable on the formatter.

Figure 6-120 SCB cables and the HDMI cable

Table 6-40 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

5. If the error persists, turn off the printer, open the automatic document feeder (ADF) to view the
flatbed or scanner glass, and then turn the printer power on.

● If the flatbed scanner lamp does not light and/or the scan head assembly does not move,
replace the Integrated Scanner Assembly (ISA).

172 Chapter 6 Numerical control panel messages

 Table 6-41 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

● If the flatbed scanner lamp does light and/or the scan head assembly moves, replace the
Automatic Document Feeder (ADF).

Table 6-42 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

For instructions: Removal and replacement: Automatic document feeder See the Repair
Service Manual for this product.

6. If the error persists, elevate the case using your regional elevation process.

7. If the issue persists after replacing the ISA and ADF parts and elevating the case, replace the
Scanner Controller Board (SCB).

Table 6-43 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

8. If the error persists, replace the formatter.

NOTE: Make sure to order the correct part number for the printer.

Table 6-44 Formatter part number

Description Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Recommended action for onsite technicians 173

 Table 6-44 Formatter part number (continued)

Description Part number

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

9. If the error persists, replace the Scanner Controller Board (SCB) formatter HDMI cable.

Table 6-45 SCB formatter HDMI cable part number

Description Part number

Scanner controller board (SCB) formatter HDMI cable J8J63-60104

30.01.46 Scanner Error

Scanner firmware error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

2. If the error persists, update the firmware to the latest version available at HP Customer Support -
Software and Driver Downloads (https://support.hp.com/drivers).

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Update the printer firmware to the latest version available at HP Customer Support - Software and
Driver Downloads (https://support.hp.com/drivers).

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

2. Turn the printer off, and then on.

3. If the error persists, dispatch a service technician with a scanner control board (SCB) to
troubleshoot the issue and replace the part, if applicable.

IMPORTANT: Do not send the formatter.

174 Chapter 6 Numerical control panel messages

 Table 6-46 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-121 Gate Closed

Figure 6-122 Proper insertion

Recommended action for onsite technicians 175

 Figure 6-123 Improper insertion

1. Update the printer firmware to the latest version available at HP Customer Support - Software and
Driver Downloads (https://support.hp.com/drivers).

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

2. Turn the printer off, and then on.

3. If the error persists, turn the printer off.

4. Check and reseat all the cables on the formatter and the SCB for correct connection and seating.
The figure below indicates the connector locations.

Figure 6-124 Scanner control board (SCB): Sensor connections

Table 6-47 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

176 Chapter 6 Numerical control panel messages

 5. If the error persists, replace the scanner control board (SCB).

Table 6-48 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.01.54
24V SCB power reached an over-current condition and the over-current is persistent after an automatic
power cycle. (Event Log Message Only)

This issue typically appears after a 2-sided scan from the ADF, and the control panel might become
unresponsive.

For additional troubleshooting steps, go to WISE and search for the following document: HP LaserJet
Enterprise MFP M631-M633, HP LaserJet Managed MFP E62555-E62575 Non-Flow - Control panel is not
responsive and/or a 30.01.41 error (Emerging Issue) (document c06103348).

Or click on the following link: HP LaserJet Enterprise MFP M631-M633, HP LaserJet Managed MFP
E62555-E62575 Non-Flow - Control panel is not responsive and/or a 30.01.41 error (Emerging Issue)

Recommended action for customers

1. Turn the printer off, and then on.

2. This error message should automatically clear.

3. If the error persists, download FutureSmart firmware 4.7 or later.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. This error message should automatically clear.

3. If the error persists, download FutureSmart firmware 4.7 or later. DO NOT replace any hardware
components.

30.01.57
Scanner error detected.

30.01.54 177
 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

2. If the error persists, upgrade the printer firmware.

To download the latest printer firmware version, go to HP Customer Support - Software and Driver
Downloads .
For instructions to update the printer firmware, go to HP Enterprise, HP Managed - Update the
printer firmware.
3. If the error persists, contact your HP-authorized service or support provider, or contact customer
support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then turn on the printer.

2. If the error persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the error persists, replace the scanner control board (SCB).

Table 6-49 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

178 Chapter 6 Numerical control panel messages

Figure 6-125 Gate Closed

Figure 6-126 Proper insertion

Figure 6-127 Improper insertion

1. Press the power button to turn off the printer, and then turn on the printer.

2. If the error persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

Recommended action for onsite technicians 179

 3. If the error persists, disconnect and reconnect all the cables on the scanner control board (SCB).

Figure 6-128 Scanner control board (SCB): Sensor connections

Table 6-50 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

4. If the error persists, replace the scanner control board (SCB).

Table 6-51 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.03.14
A non-fatal error has occurred.

A scanner EEPROM (NVM) error has occurred.

Recommended action
Follow these troubleshooting steps in the order presented.

1. This is an informational message, and no action should be required.

2. If the error persists, turn the printer off, and then on to let the scanner initialize.

180 Chapter 6 Numerical control panel messages

30.03.20
Front side scanner not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the error persists, replace the image scanner assembly.

Table 6-52 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-129 Gate Closed

30.03.20 181
 Figure 6-130 Proper insertion

Figure 6-131 Improper insertion

1. Turn the printer off, and then on.

2. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-132 SCB cables and the HDMI cable

182 Chapter 6 Numerical control panel messages

 Table 6-53 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

3. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-133 Start the Continuous Scan test

Recommended action for onsite technicians 183

 e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

4. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-54 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

5. If the issue persists, elevate the issue using your country/region support process.

30.03.22 Scanner failure

Front side illumination calibration failure.

The scan module cannot see the illumination module, or marginal illumination.

The optical assembly may not be parked under the calibration strip.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, open the scanner lid, clean the scanner glass, document feeder strips, and
white plastic backing.

For instructions, view the following video: Cleaning the scanner glass and white backing.

3. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, open the scanner lid, clean the scanner glass, document feeder strips, and
white plastic backing.

For instructions, view the following video: Cleaning the scanner glass and white backing.

184 Chapter 6 Numerical control panel messages

 3. Upgrade the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

4. Check the event log for other scanner errors. If the errors are present, resolve those errors.

5. If the issue persists, replace the image scanner assembly.

Table 6-55 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-134 Gate Closed

Figure 6-135 Proper insertion

Recommended action for onsite technicians 185

 Figure 6-136 Improper insertion

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, open the scanner lid, clean the scanner glass, document feeder strips, and
white plastic backing.

For instructions, view the following video: Cleaning the scanner glass and white backing.

3. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

4. Check the event log for other scanner errors. If the errors are present, resolve those errors.

5. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-137 SCB cables and the HDMI cable

Table 6-56 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

186 Chapter 6 Numerical control panel messages

 Table 6-56 SCB cables and the HDMI cable callout descriptions (continued)

Callout Description

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

6. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-138 Start the Continuous Scan test

Recommended action for onsite technicians 187

 e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

7. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-57 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

8. If the issue persists, elevate the issue using your country/region support process.

30.03.23 Scanner failure

Calibration error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the issue persists, replace the image scanner assembly.

Table 6-58 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

188 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-139 Gate Closed

Figure 6-140 Proper insertion

Figure 6-141 Improper insertion

1. Use the power button to turn off the printer, and then to turn on the printer.

Recommended action for onsite technicians 189

 2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-142 SCB cables and the HDMI cable

Table 6-59 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

5. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

190 Chapter 6 Numerical control panel messages

 c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-143 Start the Continuous Scan test

e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

6. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-60 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

7. If the issue persists, elevate the issue using your country/region support process.

30.03.30 Scanner Failure

Flatbed motor shutdown.

30.03.30 Scanner Failure 191

 The SCB cannot communicate with the flatbed scanner motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, replace the image scanner assembly.

Table 6-61 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-144 Gate Closed

192 Chapter 6 Numerical control panel messages

Figure 6-145 Proper insertion

Figure 6-146 Improper insertion

1. Turn the printer off, and then on.

2. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-147 SCB cables and the HDMI cable

Recommended action for onsite technicians 193

 Table 6-62 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

3. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-148 Start the Continuous Scan test

194 Chapter 6 Numerical control panel messages

 e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

4. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-63 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

5. If the issue persists, elevate the issue using your country/region support process.

30.03.45 Scanner Error To continue turn off then on

SCB firmware assertion failure. SCB firmware assertion controls the scan head motor.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the issue persists, replace the image scanner assembly.

Table 6-64 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

30.03.45 Scanner Error To continue turn off then on 195

 For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-149 Gate Closed

Figure 6-150 Proper insertion

Figure 6-151 Improper insertion

1. Turn the printer off, and then on.

196 Chapter 6 Numerical control panel messages

2. If the issue persists, update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

3. Check the event log for other scanner errors. If the errors are present, resolve those errors.

4. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-152 SCB cables and the HDMI cable

Table 6-65 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

5. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

Recommended action for onsite technicians 197

 c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-153 Start the Continuous Scan test

e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

6. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-66 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

7. If the issue persists, elevate the issue using your country/region support process.

30.04.01 Flatbed Sensor Cable Not Detected

The flatbed sensor cable is not attached or did not sync with scanner controller board FW at power up.
Cables are only accessible to a service technician.

198 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the image scanner assembly (ISA).

Table 6-67 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-154 Gate Closed

Recommended action for customers 199

 Figure 6-155 Proper insertion

Figure 6-156 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, press the power button to turn off the printer.

3. Disconnect and reconnect the cable on the scanner control board (SCB) labeled MOT/SNS (Callout
1: Flatbed sensor cable). Reboot and test for functionality.

Figure 6-157 Scanner control board (SCB): Sensor connections

Table 6-68 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

200 Chapter 6 Numerical control panel messages

 Table 6-68 SCB sensor callout descriptions (continued)

Callout Description

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

4. If the error persists, replace the image scanner assembly (ISA).

Table 6-69 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

5. If the error persists, replace the scanner control board (SCB).

Table 6-70 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

30.04.02 Flatbed FFC Cable Not Detected

The flatbed FFC cable is not attached or did not sync with scanner controller board FW at power up.
Cables are only accessible to a service technician.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

30.04.02 Flatbed FFC Cable Not Detected 201

 2. If the issue persists, replace the image scanner assembly.

Table 6-71 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-158 Gate Closed

Figure 6-159 Proper insertion

202 Chapter 6 Numerical control panel messages

Figure 6-160 Improper insertion

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, disconnect and reconnect the cable connections on the scanner board (SCB),
including the flat flexible cables (FFC), and then test for functionality.

Figure 6-161 SCB cables and the HDMI cable

Table 6-72 SCB cables and the HDMI cable callout descriptions

Callout Description

1 Power cable

2 HDMI (Formatter/SCB communication)

3 Flatbed sensor/motor

4 Flatbed FFC

5 ADF sensor/motor

6 ADF FFC

7 ADF Motor

Recommended action for onsite technicians 203

 3. If the issue persists, run the Continuous Scan diagnostic test to test the functionality of the scan
optics.

a. From the Home screen on the control panel, scroll to and touch Support Tools.

NOTE: The control panel menu options might vary depending on the printer model and
firmware version installed.

b. Open the following menus: Troubleshooting > Diagnostic Tests.

c. Select Continuous Scan.

d. Select Start to run the test.

Figure 6-162 Start the Continuous Scan test

e. Check if the scan head moves from the home position through the scan, and back to the home
position.

NOTE: The scan head should actuate, moving from the home position through a scan, and
back to the home position. This process will repeat until interrupted.

4. If the scan head does not actuate or operate correctly, replace the image scanner assembly (ISA).

Table 6-73 Image scanner assembly part number

Description Part number

Image scanner assembly (Includes white backing and J8J64-67901

retention clips.)

204 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Image scanner kit See the Repair Service Manual for
this product.

5. If the issue persists, elevate the issue using your country/region support process.

30.04.03 ADF FFC Cable Disconnected

The automatic document feeder FFC cable is not attached or did not sync with scanner controller board
FW at power up. Cables are not accessible to the user.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician onsite to perform the following tasks:

a. Instruct the onsite service personnel to disconnect and reconnect the ADF FFC on the
scanner control board (SCB) labeled ‘ADF SCAN’(Callout 4: ADF FFC).

Figure 6-163 Scanner control board (SCB): Sensor connections

Table 6-74 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

30.04.03 ADF FFC Cable Disconnected 205

 Table 6-74 SCB sensor callout descriptions (continued)

Callout Description

4 ADF FFC

5 ADF Motor

b. Ensure that the automatic document feeder FFC cable (Callout 4) is connected correctly.
Reboot and test for functionality.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-164 Gate Closed

Figure 6-165 Proper insertion

206 Chapter 6 Numerical control panel messages

Figure 6-166 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect the ADF FFC on the scanner control board (SCB)
labeled ‘ADF SCAN’(Callout 4: ADF FFC), and then test for functionality.

Figure 6-167 Scanner control board (SCB): Sensor connections

Table 6-75 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

3. If the error persists, replace the automatic document feeder (ADF).

Table 6-76 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

Recommended action for onsite technicians 207

 For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

4. If the error persists, replace the scanner control board (SCB).

Table 6-77 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

5. If the error persists, elevate the issue using the Standard Support Process.

30.04.04 ADF Motor Cable Disconnected

The automatic document motor cable is not attached or did not sync with scanner controller board FW
at power up. Cables are not accessible to the user.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician onsite to perform the following tasks:

208 Chapter 6 Numerical control panel messages

 a. Instruct the onsite service personnel to disconnect and reconnect the ADF Motor cable
(TP102, see Callout 5: ADF Motor) on the scanner control board (SCB).

Figure 6-168 Scanner control board (SCB): Sensor connections

Table 6-78 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

b. Ensure that the automatic document feeder motor cable (Callout 5) is connected correctly.
Reboot and test for functionality.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Recommended action for onsite technicians 209

 Figure 6-169 Gate Closed

Figure 6-170 Proper insertion

Figure 6-171 Improper insertion

1. Turn the printer off, and then on.

210 Chapter 6 Numerical control panel messages

2. If the error persists, disconnect and reconnect the ADF Motor cable (TP102) on the scanner control
board (SCB) (see Callout 5: ADF Motor), and then test for functionality.

Figure 6-172 Scanner control board (SCB): Sensor connections

Table 6-79 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

3. If the error persists, replace the automatic document feeder (ADF).

Table 6-80 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

4. If the error persists, replace the scanner control board (SCB).

Table 6-81 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

Recommended action for onsite technicians 211

 For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

5. If the error persists, elevate the issue using the Standard Support Process.

30.04.05 ADF Sensor Cable Disconnected

The document feeder sensor cable is not attached or did not sync with scanner controller board FW at
power up. Cables are not accessible to the user.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician onsite to perform the following tasks:

a. Instruct the onsite service personnel to disconnect and reconnect the document feeder
sensor cable (ADF SNS, see Callout 3: ADF Sensor) on the scanner control board (SCB).

Figure 6-173 Scanner control board (SCB): Sensor connections

Table 6-82 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

212 Chapter 6 Numerical control panel messages

 Table 6-82 SCB sensor callout descriptions (continued)

Callout Description

4 ADF FFC

5 ADF Motor

b. Ensure that the automatic document feeder sensor cable (Callout 3) is connected correctly.
Reboot and test for functionality.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-174 Gate Closed

Figure 6-175 Proper insertion

Recommended action for onsite technicians 213

 Figure 6-176 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect the document feeder sensor cable (ADF SNS) on
the scanner control board (SCB) (Callout 3: ADF sensor), and then test for functionality.

Figure 6-177 Scanner control board (SCB): Sensor connections

Table 6-83 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

3. If the error persists, replace the automatic document feeder (ADF).

Table 6-84 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

214 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

4. If the error persists, replace the scanner control board (SCB).

Table 6-85 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

5. If the error persists, elevate the issue using the Standard Support Process.

31.WX.YZ error messages

31.* errors
Errors in the 31.* family are related to the document feeder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Verify the document feeder top cover is completely closed when feeding pages through it.

2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.

3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.

4. Clean the scanner glass and all the calibration strips.

5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate
Scanner.

6. Clean the scanner glass and glass strips, and clean the white strips used for calibration.

7. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests >Scanner Tests. Look for tests related to the document feeder, such as the Jam
Cover Sensor test.

8. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.

10. If the error persists, replace the document feeder assembly.

31.* errors 215

 31.01.47 Document feeder not detected
The document feeder was not detected, or the document feeder might not be connected. The flatbed
glass is still available for scanning.

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-178 Gate Closed

Figure 6-179 Proper insertion

216 Chapter 6 Numerical control panel messages

 Figure 6-180 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, replace the document feeder.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

3. Before replacing the document feeder, the on-site technician should verify that the connections
between the document feeder and the SCB are correctly seated.

1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

5 — ADF motor

31.03.14
Backside scanner EEPROM (NVM) error.

A non-fatal error has occurred.

31.03.14 217
 Recommended action
■ No action required.

31.03.20 Backside scanner not detected

Backside scanner not detected.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer, and then press the power button to turn on the
printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Dispatch a technician onsite to perform the following tasks:

a. Instruct the onsite service personnel to disconnect and reconnect the ADF FFC on the
scanner control board (SCB) labeled ‘ADF SCAN’(Callout 4: ADF FFC).

Figure 6-181 Scanner control board (SCB): Sensor connections

Table 6-86 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

218 Chapter 6 Numerical control panel messages

 Table 6-86 SCB sensor callout descriptions (continued)

Callout Description

5 ADF Motor

b. Ensure that the automatic document feeder FFC cable (Callout 4) is connected correctly.
Reboot and test for functionality.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-182 Gate Closed

Figure 6-183 Proper insertion

Recommended action for onsite technicians 219

 Figure 6-184 Improper insertion

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect the ADF FFC on the scanner control board (SCB)
labeled ‘ADF SCAN’(Callout 4: ADF FFC), and then test for functionality.

Figure 6-185 Scanner control board (SCB): Sensor connections

Table 6-87 SCB sensor callout descriptions

Callout Description

1 Flatbed sensor/motor

2 Flatbed FFC

3 ADF sensor

4 ADF FFC

5 ADF Motor

3. If the error persists, replace the document feeder assembly.

Table 6-88 Automatic Document Feeder (ADF) part numbers

Description Part number

Document feeder kit Enterprise series (Includes white 5851-7203

backing and retention clips)

Document feeder kit Workflow series ( Includes white 5851-7204

backing and retention clips)

220 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

4. If the error persists, replace the SCB.

Table 6-89 SCB part numbers for Enterprise and Flow models

Description Part number

SCB Enterprise 5851-7764

Scanner control board (SCB) Flow series 5851-7347

For instructions: Removal and replacement: Scanner control board See the Repair Service Manual
for this product.

5. If the error persists, elevate the issue using the Standard Support Process.

31.03.22 Scanner calibration failure

Backside illumination calibration failure.

Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

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

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-186 Gate Closed

31.03.22 Scanner calibration failure 221

 Figure 6-187 Proper insertion

Figure 6-188 Improper insertion

1. Turn the printer off, and then on.

2. Upgrade the firmware.

3. Replace the document feeder assembly.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

4. Before replacing the document feeder, the on-site technician should verify the cables between the
image scanner and the SCB are correctly connected.

222 Chapter 6 Numerical control panel messages

 1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

5 — ADF motor

31.03.30 Document feeder pick motor error

The document feeder pick motor is not turning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Open the top cover and remove any paper present. Close the top cover.

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

5. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-189 Gate Closed

31.03.30 Document feeder pick motor error 223

 Figure 6-190 Proper insertion

Figure 6-191 Improper insertion

1. Open the top cover and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Open and close the top cover to see if the pick motor turns without displaying the error. If the motor
turns, the motor is good.

6. Replace the document feeder.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

224 Chapter 6 Numerical control panel messages

 7. Before replacing the document feeder, the on-site technician should verify that the motor cables
are connected.

1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

5 — ADF motor

31.03.31 Document feeder motor stall

The document feeder feed motor is not turning.

Recommended action for customers

1. Open the top cover and remove any paper present. Close the top cover.

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

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

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

31.03.31 Document feeder motor stall 225

 Figure 6-192 Gate Closed

Figure 6-193 Proper insertion

Figure 6-194 Improper insertion

1. Open the top cover and remove any paper present. Close the top cover.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check the event log for other document feeder errors. If other errors are present, resolve those
errors first.

5. Open and close the top cover to see if the pick motor turns without displaying the error. If the motor
turns, the motor is good.

6. Replace the document feeder.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

226 Chapter 6 Numerical control panel messages

 FLOW Models document feeder kit part number: 5851-7204
For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

7. Before replacing the document feeder, the on-site technician should verify that the motor cables
are connected.

1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

5 — ADF motor

31.03.33 Backside scanner calibration area dirty

The white area used for backside scanner calibration is dirty.

31.03.33 Backside scanner calibration area dirty 227

 Recommended action for customers

1. Clean the white strip on platen glass and on the document feeder (side 2 glass).

2. Turn the printer off, and then on.

3. Verify that the paper being used meets the HP specifications for the printer.

4. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

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

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-195 Gate Closed

228 Chapter 6 Numerical control panel messages

Figure 6-196 Proper insertion

Figure 6-197 Improper insertion

1. Clean the white strip on platen glass and on the document feeder (side 2 glass).

2. If the error remains replace the document feeder assembly.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

Recommended action for call-center agents and onsite technicians 229

 For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

3. Before replacing the document feeder, the on-site technician should verify that all cables are
connected correctly on the SCB.

1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

5 — ADF motor

31.13.00 Document feeder multi-pick error

A multiple pick error was reported by the document feeder assembly (ADF).

Issue might be described as the following:

● Picking multiple documents

● Picking more than one page

● Multiple sheets pulled from ADF

● Multiple pages picked

Recommended action for customers

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

230 Chapter 6 Numerical control panel messages

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

a. Lift the document feeder input tray

b. Remove any paper found under the tray.

Recommended action for customers 231

 c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

232 Chapter 6 Numerical control panel messages

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-198 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

Recommended action for customers 233

 b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

234 Chapter 6 Numerical control panel messages

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

a. Lift the document feeder input tray

Recommended action for call-center agents 235

 b. Remove any paper found under the tray.

c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

236 Chapter 6 Numerical control panel messages

 b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-199 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

Recommended action for call-center agents 237

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

238 Chapter 6 Numerical control panel messages

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

9. If the error persists, replace the Document Feeder Kit rollers and separation pad.

Table 6-90 Roller replacement kit part number

Part description Part number

Roller replacement kit - Replacement feed rollers for the 5851-7202

document feeder

10. If a grinding noise is heard or reported in conjunction with the pick or feed of paper through the
ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.
Table 6-91 Document feeder kit for Enterprise and Workflow models part numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder lid, pull all the sheets back into the input tray, and then
resume the job.

3. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

Recommended action for onsite technicians 239

 a. Open the ADF and remove any paper found.

b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

4. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

240 Chapter 6 Numerical control panel messages

5. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-200 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

6. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

Recommended action for onsite technicians 241

 c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

7. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

8. If necessary, replace the Document Feeder Kit rollers and separation pad.

Roller replacement kit - Replacement feed rollers for the document feeder: 5851-7202
For instructions: Removal and replacement: Document feeder rollers See the Repair Service
Manual for this product.

9. Test the document feeder by running a multiple page copy job.

● Should a grinding noise be reported or heard in conjunction with the pick/feed of paper through
the ADF, Replace the document feeder (ADF) unit.

● If the pick/feed issue does not include grinding noise, continue with the recommended action
for the specific 31.13.x event/or symptomatic behavior

242 Chapter 6 Numerical control panel messages

10. Inspect the ADF pick success sensor, cleaning both the REDI (paper pick success) sensor window
and REDI (PAPER PICK SUCCESS) sensor reflector. If there is any dust or fiber remnants, clean by
using a can of compressed air to blow out and clean.

Figure 6-201 ADF REDI sensor

1 — REDI sensor window

2 — REDI sensor reflector
3 — ADF hatch

11. Verify that the connections between the automatic document feeder and the SCB are correctly
seated.

Figure 6-202 SBC connections

1 — Flatbed sensor/motor
2 — Flatbed FFC
3 — ADF sensor
4 — ADF FFC
5— ADF Motor

NOTE: The flat flexible cables (FFC’s) on the Scanner Control Board (SCB) are zero Insertion Force
(ZIF) connectors.

Recommended action for onsite technicians 243

 ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion.
These connectors are DRAMATICALLY different that the Light Insertion Force (LIF) connectors
found on the LaserJet M527 and Color LaserJet M577 families.
Gate closed

Proper insertion

Improper insertion

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Paper Path Pick Success
sensor.

a. Navigate to and select Support Tools.

244 Chapter 6 Numerical control panel messages

b. Select Troubleshooting.

c. Select Diagnostic Tests.

Recommended action for onsite technicians 245

 d. Select Continue.

e. Select Manual Sensor Test.

246 Chapter 6 Numerical control panel messages

f. Select ADF Paper Path Deskew.

g. Select ADF Paper Path Pick Success.

(Only in FLOW-MODELS)

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the
test count is not advancing.

h. Close the ADF cover and ensure that is secure and closed correctly.

Recommended action for onsite technicians 247

 13. Open and close the ADF cover to trigger the ADF Paper Path Pick Success sensor.

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the test
count is not advanced.

14. If the ADF Paper Path Pick Success test fails to advance the count, replace the document feeder.

NOTE: If a grinding noise is heard or reported in conjunction with the pick or feed of paper through
the ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.
Table 6-92 Document feeder kit for Enterprise (Non-flow models) and Workflow (Flow models) series part
numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

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

31.13.01
Document feeder job error, pick error.

Paper pick was initiated but the page did not make it to the pick success sensor.

● Paper not feeding from document feeder (ADF)

● Pick error ADF

● pick issue document feeder

248 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

a. Lift the document feeder input tray

Recommended action for customers 249

 b. Remove any paper found under the tray.

c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

250 Chapter 6 Numerical control panel messages

 b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-203 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

Recommended action for customers 251

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

252 Chapter 6 Numerical control panel messages

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

Recommended action for call-center agents 253

 a. Lift the document feeder input tray

b. Remove any paper found under the tray.

c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

254 Chapter 6 Numerical control panel messages

 a. Open the ADF and remove any paper found.

b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

Recommended action for call-center agents 255

 6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-204 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

256 Chapter 6 Numerical control panel messages

 c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

9. If the error persists, replace the Document Feeder Kit rollers and separation pad.

Table 6-93 Roller replacement kit part number

Part description Part number

Roller replacement kit - Replacement feed rollers for the 5851-7202

document feeder

10. If a grinding noise is heard or reported in conjunction with the pick or feed of paper through the
ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.

Recommended action for call-center agents 257

 Table 6-94 Document feeder kit for Enterprise and Workflow models part numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder lid, pull all the sheets back into the input tray, and then
resume the job.

3. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

258 Chapter 6 Numerical control panel messages

 b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

4. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

5. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-205 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

Recommended action for onsite technicians 259

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

6. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

7. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

260 Chapter 6 Numerical control panel messages

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

8. If necessary, replace the Document Feeder Kit rollers and separation pad.

Roller replacement kit - Replacement feed rollers for the document feeder: 5851-7202
For instructions: Removal and replacement: Document feeder rollers See the Repair Service
Manual for this product.

9. Test the document feeder by running a multiple page copy job.

● Should a grinding noise be reported or heard in conjunction with the pick/feed of paper through
the ADF, Replace the document feeder (ADF) unit.

● If the pick/feed issue does not include grinding noise, continue with the recommended action
for the specific 31.13.x event/or symptomatic behavior

10. Inspect the ADF pick success sensor, cleaning both the REDI (paper pick success) sensor window
and REDI (PAPER PICK SUCCESS) sensor reflector. If there is any dust or fiber remnants, clean by
using a can of compressed air to blow out and clean.

Figure 6-206 ADF REDI sensor

1 — REDI sensor window

2 — REDI sensor reflector
3 — ADF hatch

Recommended action for onsite technicians 261

 11. Verify that the connections between the automatic document feeder and the SCB are correctly
seated.

Figure 6-207 SBC connections

1 — Flatbed sensor/motor
2 — Flatbed FFC
3 — ADF sensor
4 — ADF FFC
5— ADF Motor

NOTE: The flat flexible cables (FFC’s) on the Scanner Control Board (SCB) are zero Insertion Force
(ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion.
These connectors are DRAMATICALLY different that the Light Insertion Force (LIF) connectors
found on the LaserJet M527 and Color LaserJet M577 families.
Gate closed

Proper insertion

262 Chapter 6 Numerical control panel messages

 Improper insertion

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Paper Path Pick Success
sensor.

a. Navigate to and select Support Tools.

Recommended action for onsite technicians 263

 b. Select Troubleshooting.

c. Select Diagnostic Tests.

264 Chapter 6 Numerical control panel messages

d. Select Continue.

e. Select Manual Sensor Test.

Recommended action for onsite technicians 265

 f. Select ADF Paper Path Deskew.

g. Select ADF Paper Path Pick Success.

(Only in FLOW-MODELS)

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the
test count is not advancing.

h. Close the ADF cover and ensure that is secure and closed correctly.

266 Chapter 6 Numerical control panel messages

 13. Open and close the ADF cover to trigger the ADF Paper Path Pick Success sensor.

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the test
count is not advanced.

14. If the ADF Paper Path Pick Success test fails to advance the count, replace the document feeder.

NOTE: If a grinding noise is heard or reported in conjunction with the pick or feed of paper through
the ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.
Table 6-95 Document feeder kit for Enterprise (Non-flow models) and Workflow (Flow models) series part
numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

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

31.13.02
Document feeder job error, feed jam.

The paper passed the pick-success sensor, and then jammed in the automatic document feeder paper
path.

This issue might be describe as the following:

● Automatic document feeder jam

● ADF Jamming

● ADF paper jam

● Jams in document feeder

31.13.02 267
 Recommended action for customers

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

a. Lift the document feeder input tray

268 Chapter 6 Numerical control panel messages

 b. Remove any paper found under the tray.

c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

Recommended action for customers 269

 b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-208 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

270 Chapter 6 Numerical control panel messages

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

Recommended action for customers 271

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder cover, pull all the sheets back into the tray and then resume
the job.

3. Lift the document-feeder input tray and remove any jammed paper.

272 Chapter 6 Numerical control panel messages

 a. Lift the document feeder input tray

b. Remove any paper found under the tray.

c. Lower the document-feeder input tray and then close the document feeder cover.

NOTE: Verify that the latch on the top of the document-feeder cover is completely closed.

4. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

Recommended action for call-center agents 273

 a. Open the ADF and remove any paper found.

b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

5. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

274 Chapter 6 Numerical control panel messages

6. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-209 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

7. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

Recommended action for call-center agents 275

 c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

8. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm
water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

9. If the error persists, replace the Document Feeder Kit rollers and separation pad.

Table 6-96 Roller replacement kit part number

Part description Part number

Roller replacement kit - Replacement feed rollers for the 5851-7202

document feeder

10. If a grinding noise is heard or reported in conjunction with the pick or feed of paper through the
ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.

276 Chapter 6 Numerical control panel messages

 Table 6-97 Document feeder kit for Enterprise and Workflow models part numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Remove any paper in the paper path.

For further troubleshooting, please view this video: Fixing 31.13.01/.02 ADF Jam Errors on HP
PageWide MFP/LaserJet MFP M500 and M600 Printers

2. Open the automatic document feeder lid, pull all the sheets back into the input tray, and then
resume the job.

3. For 31.13.02, check for any paper jams or remnants under the document feeder (ADF) blocking in the
paper path

a. Open the ADF and remove any paper found.

Recommended action for onsite technicians 277

 b. Check for any paper remnants blocking the sensor as well as wiping any paper dust off the
glass in the region shown below. If significant debris has accumulated over the circular mirror
(used for paper edge sensing) this can cause a paper jam error.

Callout 1: Check for paper blocking this area.

Callout 2: Clean this area with a damp lint free cloth.

c. Close the document feeder.

4. Ensure that the paper meets the document feeder (ADF) specifications for the printer.

This document outlines the supported weights and sizes of the ADF including best practices:
Go to or search for document: HP LaserJet and PageWide Array Enterprise and Managed 500 and
600 - Use the automatic document feeder (ADF): Click here - c06601744

5. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.
Make sure that the paper stack is correctly aligned at the center of the input tray when paper is
loaded in the tray. The correct position of the loaded paper is parallel with the direction of travel into
the document feeder paper path.

Figure 6-210 Set the ADF guides

NOTE: To avoid jams, make sure the guides in the document-feeder input tray are adjusted
against the document, without bending the document. To copy narrow documents, use the flatbed
scanner. Remove all staples and paper clips from original documents.

278 Chapter 6 Numerical control panel messages

 NOTE: Original documents that are printed on heavy, glossy paper can jam more frequently than
originals that are printed on plain paper.

6. Check the Document Feeder Kit consumable status.

a. Navigate to and select Supplies on the control panel.

b. Select Document Feeder Kit.

c. See if the Document Feeder Kit status is OK, Low, or Very Low.

d. If the status is Low or Very Lowit is recommend that the customer replace the Document
Feeder Kit.

Part number: J8J95A/HP 300 ADF Roller Replacement Kit .

To order parts, go to https://store.hp.com

NOTE: Above statement applies to Warranty customers; for Contractual customers, please parts
predict or replace 5851-7202 (Roller replacement kit - Replacement feed rollers for the document
feeder)

7. Check and clean the document feeder pickup rollers and separation rollers by removing any
visible lint or dust from each of the rollers and using a clean lint-free cloth moistened with warm

Recommended action for onsite technicians 279

 water. View the How to Clean the Pick Rollers in HP LaserJet and PageWide Printers for detailed
instructions.

8. If necessary, replace the Document Feeder Kit rollers and separation pad.

Roller replacement kit - Replacement feed rollers for the document feeder: 5851-7202
For instructions: Removal and replacement: Document feeder rollers See the Repair Service
Manual for this product.

9. Test the document feeder by running a multiple page copy job.

● Should a grinding noise be reported or heard in conjunction with the pick/feed of paper through
the ADF, Replace the document feeder (ADF) unit.

● If the pick/feed issue does not include grinding noise, continue with the recommended action
for the specific 31.13.x event/or symptomatic behavior

10. Inspect the ADF pick success sensor, cleaning both the REDI (paper pick success) sensor window
and REDI (PAPER PICK SUCCESS) sensor reflector. If there is any dust or fiber remnants, clean by
using a can of compressed air to blow out and clean.

Figure 6-211 ADF REDI sensor

1 — REDI sensor window

2 — REDI sensor reflector
3 — ADF hatch

280 Chapter 6 Numerical control panel messages

11. Verify that the connections between the automatic document feeder and the SCB are correctly
seated.

Figure 6-212 SBC connections

1 — Flatbed sensor/motor
2 — Flatbed FFC
3 — ADF sensor
4 — ADF FFC
5— ADF Motor

NOTE: The flat flexible cables (FFC’s) on the Scanner Control Board (SCB) are zero Insertion Force
(ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion.
These connectors are DRAMATICALLY different that the Light Insertion Force (LIF) connectors
found on the LaserJet M527 and Color LaserJet M577 families.
Gate closed

Proper insertion

Recommended action for onsite technicians 281

 Improper insertion

12. Using the Manual Scanner Sensor Test verify functionality of the ADF Paper Path Pick Success
sensor.

a. Navigate to and select Support Tools.

282 Chapter 6 Numerical control panel messages

b. Select Troubleshooting.

c. Select Diagnostic Tests.

Recommended action for onsite technicians 283

 d. Select Continue.

e. Select Manual Sensor Test.

284 Chapter 6 Numerical control panel messages

f. Select ADF Paper Path Deskew.

g. Select ADF Paper Path Pick Success.

(Only in FLOW-MODELS)

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the
test count is not advancing.

h. Close the ADF cover and ensure that is secure and closed correctly.

Recommended action for onsite technicians 285

 13. Open and close the ADF cover to trigger the ADF Paper Path Pick Success sensor.

NOTE: Pass is indicated if the working sensor advances the test count. Fail is indicated if the test
count is not advanced.

14. If the ADF Paper Path Pick Success test fails to advance the count, replace the document feeder.

NOTE: If a grinding noise is heard or reported in conjunction with the pick or feed of paper through
the ADF, replace the document feeder (ADF) unit.

Use the table below to order the correct part for your printer. The replacement part for the
Document feeder kit (ADF) Enterprise and Workflow series includes white backing and retention
clips.
Table 6-98 Document feeder kit for Enterprise (Non-flow models) and Workflow (Flow models) series part
numbers

Part description Part number

Document feeder kit - Enterprise series 5851-7203

Document feeder kit - Workflow series 5851-7204

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

31.13.13
The document feeder jam access door is open.

286 Chapter 6 Numerical control panel messages

Recommended action for customers

1. Open and close the document feeder jam access cover ensuring that the cover latches correctly.

2. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Open and close the document feeder jam access cover ensuring that the cover latches correctly.

2. Verify that the flag is not broken off. Open and close the jam cover and if the sensor status does not
change then replace the document feeder.

3. Replace the document feeder.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

Recommended action for customers 287

 31.13.14
Document feeder job error: over-current.

This is a feed jam in the document feeder, and the motor is not turning.

Recommended action for customers

1. Open the document feeder cover, pull all the sheets back into the tray and then resume the job.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and that the tray guides are set to the correct size.

4. Check and clean the feed rollers and separation pad. If needed, replace the pickup roller assembly
and separation pad.

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

Recommended action for call-center agents and onsite technicians

NOTE: When disconnecting and reseating flat flexible cables (FFC’s) on the Scanner Control Board
(SCB) it’s important to know that the connectors are Zero Insertion Force (ZIF) connectors.

ZIF connectors have gates that need to be opened and closed for proper removal/reinsertion. These
connectors are significantly different than the Light Insertion Force (LIF) connectors found on the
LaserJet M527 and Color LaserJet M577 printers.

Figure 6-213 Gate Closed

Figure 6-214 Proper insertion

288 Chapter 6 Numerical control panel messages

Figure 6-215 Improper insertion

1. Open the document feeder lid, pull all the sheets back into the input tray, and then resume the job.

2. Verify that the paper being used meets the HP specifications for the printer.

3. Ensure that the input tray is not overloaded and the tray guides are set to the correct size.

4. Check the document feeder page count for roller life. If they are past the life of the rollers have the
customer purchase a new roller kit.

5. Check and clean the feed rollers and separation pad. If needed, replace the pickup roller assembly
and separation pad.

6. Replace the document feeder.

Document feeder kit part number: 5851-7203

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

FLOW Models document feeder kit part number: 5851-7204

For instructions: Removal and replacement: Automatic document feeder See the Repair Service
Manual for this product.

7. Before replacing the document feeder, the on-site technician should verify that all cables are
connected correctly on the SCB.

1 — Flatbed sensor/motor

2 — Flatbed FFC

3 — ADF sensor

4 — ADF FFC

Recommended action for call-center agents and onsite technicians 289

 5 — ADF motor

32.WX.YX error messages

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Retry the job.

32.08.A1, 32.08.A2, 32.08.A3

An event related to starting the printer.

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

Recommended action
There is no action needed for this message.

■ No action necessary.

32.1C.05
The restore job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

32.1C.06 (event code)

The backup job ticket was submitted with invalid credentials.

Recommended action
1. Verify the credentials that were submitted.

290 Chapter 6 Numerical control panel messages

 2. Check the domain, user name, and password.

32.1C.07 (event code)

Backup restore permissions error.

There was an error during the creation, read, or write of the restore file.

Recommended action
■ Retry the job.

32.1C.08 (event code)

Not enough disk space to perform backup/restore, or a network share issue.

There was an error during the creation, read, or write of the backup file.

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device for the share location and check the
network share settings.

4. Check the network share or try setting up a new shared network drive or folder.

32.1C.09 (event code)

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

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
■ Use a valid backup file.

32.1C.0A (event code)

Backup file is invalid.

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the
data, or the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

32.1C.0D (event code)

Backup/restore failed, auto-reboot failed, or the printer might be busy.

32.1C.07 (event code) 291

 Recommended action
■ Reboot, and then retry the backup/restore.

32.1C.11 (event code)

Backup/restore time-out while communicating with the engine.

The backup operation was aborted because the printer is busy.

Recommended action
■ Wait until the printer is idle, and then try again.

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
■ Free up disk space, and then try again.

32.1C.15
The restore operation was aborted because the backup file was created by a previous version of
firmware no longer supported by the feature.

Recommended action
■ Use the current backup file.

32.1C.2E
The restore operation was aborted because the printer is busy.

Recommended action
1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

32.1C.2F
Reset failure.

Recommended action
■ Turn the printer off, and then on. Retry the job.

32.1C.40
The backup operation completed successfully (informational).

292 Chapter 6 Numerical control panel messages

Recommended action
See recommended action.

■ No action necessary.

32.1C.41
The backup operation encountered an error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.42
The backup operation completed, but with a warning message (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be
restored (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored
(informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.45
Some data was not included in the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

Recommended action 293

 32.1C.46
An expected component could not be found and was thus not backed up. Because components should
be known on backups, this code is a warning (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.47
Some data was not restored from the backup file (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.48
The backup job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exists.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

32.1C.49
The backup job ticket was submitted with a bad encryption.

NOTE: This would only apply to a web services call to perform a backup with a blank PIN

Recommended action
■ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to
and from the compressed (ZIP) file.

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

294 Chapter 6 Numerical control panel messages

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

32.1C.56
Reset aborted. Backup/restore in progress (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.57
Reset aborted (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.58
Unknown reset error (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.60
The restore operation completed successfully (informational).

Recommended action
See recommended action.

■ No action necessary.

32.1C.61
The restore operation encountered an error.

Recommended action
■ Review the printer's event log to see specific details about the failure.

32.1C.62
The restore operation completed, but with a warning message.

32.1C.56 295
 Recommended action
■ Review the error log to see specific details about the failure.

32.1C.68
The restore job ticket was submitted using an invalid network path.

Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.

2. Check that the server and the shared folder exist.

3. Check that you (or the applicable user) has permission to access the shared folder on the provided
server.

4. Check that the path includes the compressed .ZIP file name as part of the path.

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

Recommended action
■ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the
backup file.

32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to
and from the compressed (ZIP) file.

Recommended action
■ Retry the job.

32.1C.6D
An unusual error occurred when running the restore operation.

Recommended action
■ Retry the job.

33.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

296 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on the
control panel of the printer and contact your HP-authorized service or support provider, or contact
customer support at http://www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

7. If the error persists, elevate the case using the Standard Support Process.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the issue persists, investigate if the hard disk drive (HDD) or formatter are the original ones. If
recently swapped or replaced, turn the printer off, install the original HDD and/or formatter, and
then turn the printer on.

Recommended action for call-center agents 297

 3. If the formatter/HDD were recently replaced and the original is unavailable verify the correct
formatter/HDD are installed by referencing the part numbers.

4. If the issue persists, locate and notate the complete 33.WX.YZ error message as displayed on
the control panel of the printer. Reference support content for the specific error and take the
necessary action.

5. If the error cannot be cleared and you are unable to get the complete error code from the printer,
perform a Partial Clean procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

6. If the error persists, download and from the Preboot menu install the latest version of printer
firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

7. If the error persists, elevate the case using the Standard Support Process.

33.01.xx
A save or restore process has occurred.

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

Recommended action
See recommended action.

■ No action necessary.

33.02.01 Used board/disk installed

Used board or disk installed.

An encrypted board or disk with existing data previously locked to a different printer has replaced the
original. If you continue, data is permanently lost.

IMPORTANT: Do not install used formatter boards in HP LaserJet, HP PageWide Enterprise or

Managed printers. Only replace the formatter when specifically directed to do so during

298 Chapter 6 Numerical control panel messages

 troubleshooting using the Control Panel Message Document (CPMD). If you see the 33.02.01 event
code, it means a used board has been installed, and the settings may be incorrect.

For more information go to, or search for: HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide
Enterprise, HP PageWide Managed - 33.02.01 error or printer name and/or product number changes
after replacing the formatter (c06360930).

Recommended action
1. If the firmware has just been upgraded, see: HP FutureSmart - '33.02.01 Used board/disk installed'
error received after updating the firmware from HP FutureSmart 4.8.1 or 4.9 to a newer version

2. Update the printer firmware to the latest version.

3. Press OK on the control panel or remotely by using the new Remote Control Panel feature in the
Embedded Web Server. The printer will return to a ready state.

4. If the issue persists, reinstall the used board or disk into its original printer.

5. To save the data on the board or disk, turn the printer off. Replace the board or disk with another
board or disk.

6. To delete the data on the board or disk and continue, touch the OK button.

33.02.02
Save Recover Status Error

The save or recover is disabled, (one or both disabled) (Event Log Only)

Recommended action
There is no action needed for this message.

■ No action necessary.

33.03.02
Data size mismatch. Unable to recover DCC NVRAM.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Turn the printer off, and then ensure that all the connectors on the DC controller PCA are
connected correctly.

Recommended action 299

 3. If the error persists, replace the DC Controller.

NOTE: Make sure to order the correct part number for the printer.

Table 6-99 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers:M631/M632/M633/E62555/E62565/E62575

DC controller RM3-8458-000CN

For printers: M634/M635/M636/M637

DC controller PCA RM3-7621-000CN

For printers: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure that all the connectors on the DC controller PCA are connected correctly.

3. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-100 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

33.03.03 Incompatible formatter installed.

This is an EFI BIOS event to prevent booting with the wrong formatter installed.

300 Chapter 6 Numerical control panel messages

Recommended action
■ Turn the printer off, and then install the correct formatter in the printer.

NOTE: If it is believed that this formatter is the correct part number and model for this printer, install
a replacement formatter, and then return the formatter in question to HP for evaluation.

33.03.05 EFI Boot error

EFI BIOS event showing that a replacement formatter Recover attempt was unsuccessful.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-agent

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the error persists, ensure to use the Backup/Restore feature to save the printer settings, and
then perform a Partial Clean procedure using the Preboot menu.

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Use the arrow buttons to highlight Administrator, and then press the OK button.

d. Use the arrow buttons to highlight Partial Clean,, and then press the OK button.

e. Press the OK button again.

f. Press or touch the Home button to return to the main Pre-boot menu and highlight Continue,
and then press the OK button.

The printer will automatically reboot and should return to a Ready state.
For detailed instructions to perform a Partial Clean procedure, go to: HP LaserJet Enterprise
Printers - Performing a Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, download and install the latest printer firmware available at HP Customer
Support - Software and Driver Downloads (https://support.hp.com/drivers).

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

Recommended action 301

 4. If the error persists, replace the formatter.

Table 6-101 Formatter part numbers

Description Part number

Formatter (main logic) PC board assembly J8J61-60001

For instructions to remove and replace the formatter: Removal and replacement: Formatter See
the Repair Service Manual for this product.

Recommended action for call-agent

Follow these troubleshooting steps in the order presented.

1. Turn off the printer, and then turn on the printer.

2. If the error persists, ensure to use the Backup/Restore feature to save the printer settings, and
then perform a Partial Clean procedure using the Preboot menu.

CAUTION: A Partial Clean procedure automatically restores the firmware files from the
repository, but all custom settings, PINs, passwords, third-party solutions, firmware files, and the
operating system are completely lost.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo.

c. Use the arrow buttons to highlight Administrator, and then press the OK button.

d. Use the arrow buttons to highlight Partial Clean,, and then press the OK button.

e. Press the OK button again.

f. Press or touch the Home button to return to the main Pre-boot menu and highlight Continue,
and then press the OK button.

The printer will automatically reboot and should return to a Ready state.
For detailed instructions to perform a Partial Clean procedure, go to: HP LaserJet Enterprise
Printers - Performing a Partial Clean or Format Disk Procedure (c03398779).

3. If the error persists, download and install the latest printer firmware available at HP Customer
Support - Software and Driver Downloads (https://support.hp.com/drivers).

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

4. If the error persists, remove and reinstall the formatter board.

5. If the error persists, replace the formatter.

Table 6-102 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

302 Chapter 6 Numerical control panel messages

 Table 6-102 Formatter part number (continued)

Description/ Product models Part number

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

For instructions to remove and replace the formatter: Removal and replacement: Formatter See
the Repair Service Manual for this product.

6. If the error persists, elevate the issue using the Standard Support Process.

33.03.06
The memory PCA was not detected on startup.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for agent and onsite technician

1. Turn the printer off, and then on again.

2. If the error persists, turn the printer off, disconnect the power cord, and remove the formatter
cover. Press firmly on the memory PCA cable connection to the formatter.

3. If the error persists, replace the memory PCA assembly.

Part number: RM2-7645-000CN

33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.

TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data
and it is not present. The original TPM must be returned or you can select the Stop Using option in the
preboot TPM sub-menu. All data will be cryptographically erased and a reload of firmware from USB
might be required.

TPM Standard (Standard on product): This system is using a TPM module installed at the factory to
protect data and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting

33.03.06 303
 during shipment. If the TPM has been removed for a formatter replacement, put the original TPM on the
board. If the original TPM cannot be reinstalled or has become damaged, DO NOT replace any parts.
Replace the printer.

Recommended action
1. Turn the printer off.

2. Reinstall the missing TPM module into the printer.

NOTE: If the TPM accessory was installed, you can also go to the Administration menu and under
TPM, select the Stop Using option if you no longer want to use the TPM accessory.

3. Restart the printer.

33.04.02 Missing TPM

The wrong TPM is installed on a printer that previously had a different TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The
original TPM module must be returned or you may select the Stop Using option in the preboot TPM
sub-menu.

Recommended action
1. Turn the printer off.

2. Reinstall the original TPM module into the printer.

3. Restart the printer.

4. Go to the Administration menu and under TPM and select the Enable and Use option.

NOTE: To no longer use the TPM device, go to the Administration menu and under TPM and select
the Stop Using option.

33.04.03 Unknown TPM

A used TPM has been installed on a printer that has not previously had a TPM installed.

TPM Optional device: This system is using a TPM module to protect data and it is not present. The TPM
module currently installed is used to protect data in another device. The original TPM module must be
returned or you can start using this TPM module by selecting the Enable and Use option in the preboot
TPM sub-menu. You can also stop using a TPM altogether.

Recommended action
1. Turn the printer off and remove the TPM module. The printer will not be protected.

2. If choosing to protect the printer with the used TPM, refer to the "Install a
new or re-enable an existing TPM after disabling a previous TPM" section of the
http://h10032.www1.hp.com/ctg/Manual/c04499622 (c04499622).

33.04.05
TPM (Trusted Platform Module) Security Error

304 Chapter 6 Numerical control panel messages

 This system contains a TPM module that is not supported on the device or belongs to another device.

TPM is unique for each device.

For units that shipped with a TPM on board standard (most newer models): If the original TPM installed in
the factory is unavailable or damaged, DO NOT replace any parts. Follow the recommended action.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order they are listed.

The technician will need to re-establish the trusted platform module state in the printer.

NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on a device that never had a TPM paired from the factory. A new
TPM cannot be installed for security reasons.

1. Do not replace the formatter or HDD. It will not solve this issue.

2. Perform a Format Disk procedure, select Continue in the Pre-boot menu, and then reboot the
device.

● If the unit boots to a 33.04.05 error, reseat the eMMC or HDD.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

3. Perform a Format Disk procedure again, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This
should resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next steps.

4. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

WARNING! When removing the TPM, take extreme care as the connector on the TPM board can
become dislodged and break. If this happens, a printer replacement will be required.

5. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device, and
then select Erase Unlock.

● If unit boots to a 99.09.67 error, reboot the device, and then update the firmware. This should
resolve the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

Recommended action for customers 305

 6. Reseat the TPM and eMMC or HDD, perform a Format Disk, open Diagnostics, and then run
diagnostics for all components.

● If the Diagnostics fail, elevate the case to ATS and include all details.

● If Diagnostics passes, continue to the next steps.

7. Remove the TPM and eMMC or HDD, open Startup Options, and then perform a Cold Reset.

8. Reinstall the eMMC or HDD, open the Pre-boot menu, select Manage Disk, select Boot Device,
select Erase Unlock, and then reboot the device.

● If the unit boots to a 99.09.67 error, reboot and then update the firmware. This should resolve
the issue.

● If the unit continues to boot to a 33.04.05 error, continue to the next step.

9. Include the following information in the CDAX case notes, and then elevate the case to ATS. No
additional feedback is needed.

NOTE: Ensure that all original printer parts are installed on the unit at the time of elevation.

● Printer serial number.

● Collect the Diagnostic log file (.jdp file).

● Information when the 33.04.05 error displayed on the printer control panel.

● Parts replaced prior to the error displaying on the printer control panel.

33.05.0z SureStart errors

A SureStart error has occurred.

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

306 Chapter 6 Numerical control panel messages

 ● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
Follow these troubleshooting steps in the order presented.

● For 33.05.01, 33.05.02, and 33.05.03 errors: No action is necessary.

● For all other errors: Download a firmware bundle to the printer from the Preboot menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: For more information on SureStart, search for: "SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual" (c04863614) or, Click here: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual.

33.05.1x Whitelisting errors

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

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot
menu.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.

Recommended action 307

 The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.05.5z Intrusion detection errors

The intrusion detection system has encountered an error.

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.51 Security alert

● 33.05.51 Potential intrusion (Event code)

308 Chapter 6 Numerical control panel messages

 The intrusion detection memory process heartbeat was not detected.

● 33.05.52 Security alert

● 33.05.52 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.53 Security alert

● 33.05.53 Intrusion detection not initialized (Event code)

● 33.05.54 Intrusion detection initialization error (Event code)

Recommended action for customers

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off then on.

2. Make sure that the printer is in a Ready state.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be
turned off, and then on to clear the error allowing the printer to reboot to a Ready state.

NOTE: With firmware version 3.7, when selecting Continue from the Preboot menu after encountering
a 33.05.2z or 33.05.5z error, the following message displays:

"A disk or boot error has occurred. Clear Error. Press Any Key"

This message should be ignored.

Information on the Intrusion Detection error.

For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

33.06.01
The firmware is not able to detect the correct memory chip on the formatter.

This issue occurs because the wrong formatter was installed in the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for customers 309

 Recommended action for call-center agents and onsite technicians
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Remove the formatter that was installed and reinstall the original or order the correct formatter for
the printer.

3. Reinstall all the parts including HDD/eMMC, TPM and any additional accessories.

4. Reload firmware from a USB stick using the pre-boot menu if necessary.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

40.WX.YZ error messages

40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect
cards, or EIO cards or on-board network functions.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Touch the OK button to clear the error.

2. Remove and then reinstall the accessory.

40.00.01 USB I/O buffer overflow To continue, touch “OK”

The USB buffer has overflowed.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

The product has experienced a JetDirect buffer overflow.

Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).

2. Check the host configuration.

310 Chapter 6 Numerical control panel messages

40.00.03 EIO [x] buffer overflow To continue, touch “OK”
Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol
might be in use.

Recommended action
■ Touch the OK button to print the transferred data (some data might be lost).

40.00.04 EIO [x] bad transmission To continue, touch “OK”

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

40.00.05 Embedded I/O bad transmission To continue, touch OK

The USB device has been removed.

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

40.08.0x USB storage accessory removed

The USB storage accessory has been removed.

x = 0 or 1; information code.

Secure file erase is enabled.

Recommended action
See recommended action.

■ No action necessary.

40.0x.05 USB storage accessory removed

The USB storage accessory was removed.

x = 1, 2, 3, 5, or 6; information code.

Recommended action
See recommended action.

■ No action necessary.

40.80.04 Failed to read NVRAM

Cannot read contract-requested value from NVRAM

40.00.03 EIO [x] buffer overflow To continue, touch “OK” 311

 Either the value was not populated or NVRAM was unreadable

Recommended action
■ Turn printer off, and then on.

41.WX.YZ error messages

41.01.YZ
Event log error message: 41.01.YZ.

An unknown misprint error occurred on the printer.

Y = Type, Z = Tray

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

● Y = F: Other mode

● Z = 0: From unknown tray

● Z = 1: From Tray 1

● Z = 2: From Tray 2

● Z = 3: From Tray 3

● Z = 4: From Tray 4

● Z = 5: From Tray 5

312 Chapter 6 Numerical control panel messages

 ● Z = 6: From Tray 6

● Z = 7: From Tray 7

● Z = 8: From Tray 8

● Z = 9: From Tray 9

● Z = D: From duplex

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, press the power button to turn off the printer, and then to turn on the
printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. If the error persists, replace the laser scanner assembly.

NOTE: Ensure to include instructions for the onsite technician to check the wire harness from the
laser scanner assembly to the DC controller.

Table 6-103 Laser scanner assembly part numbers

Description Part numbers

Laser scanner assembly RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service
Manual for this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, turn the printer off, and then on.

3. If the error returns, check if the wire harness from the laser scanner assembly to the DC controller
are seated correctly.

Recommended action for customers 313

 4. If the error persists, replace the laser scanner assembly.

Table 6-104 Laser scanner assembly part numbers

Description Part numbers

Laser scanner assembly RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service
Manual for this product.

5. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-105 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

41.02.00 Error
A beam detected misprint error occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error.

2. If the error is not cleared, press the power button to turn off the printer, and then to turn on the
printer.

3. If the error persists, attempt to remove and reinstall the toner cartridge.

IMPORTANT: Ensure that the printer is using genuine HP supplies.

a. Press the cartridge door release button to open the door.

b. Pull out the cartridge drawer.

c. Grasp the handle of the toner cartridge and pull it up to remove the toner cartridge from the
printer.

314 Chapter 6 Numerical control panel messages

 d. Check if genuine HP toner cartridges are installed.

A genuine HP toner cartridge has the word “HP” on it, or has the HP logo on it. For more
information on identifying HP cartridges go to http://www.hp.com/go/learnaboutsupplies.

e. Insert the toner cartridge in the cartridge drawer.

f. Close the toner cartridge drawer.

g. Close the cartridge door.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error message.

2. If the error is not cleared, press the power button to turn off the printer, and then to turn on the
printer.

3. If the error persists, swap out or reseat the toner cartridge.

4. Ensure that the toner cartridges is a genuine HP supply.

A genuine HP toner cartridge has the word “HP” on it, or has the HP logo on it. For more information
on identifying HP cartridges go to http://www.hp.com/go/learnaboutsupplies.

5. If the error persists, replace the laser scanner assembly.

Table 6-106 Laser scanner assembly part number

Description Part number

Laser scanner assembly RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service
Manual for this product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Touch OK to clear the error message.

2. If the error is not cleared, press the power button to turn off the printer, and then to turn on the
printer.

3. If the error persists, reseat the toner cartridge.

4. Ensure that the toner cartridges is a genuine HP supply.

A genuine HP toner cartridge has the word “HP” on it, or has the HP logo on it. For more information
on identifying HP cartridges go to http://www.hp.com/go/learnaboutsupplies.

5. If the error persists, check if the wire harness from the laser scanner to the DC controller is seated
correctly.

Recommended action for call-center agents 315

 6. If the error persists, reseat the following connectors on the DC controller: J205 and J606.

Figure 6-216 DC controller PCA connector locations

Table 6-107 DC controller PCA connections/ Laser scanner assembly connectors

Item Description

J205 Laser scanner assembly

J606 Laser scanner assembly

7. If the error persists, replace the laser scanner assembly.

Table 6-108 Laser scanner assembly part numbers

Description Part numbers

Laser scanner assembly RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service
Manual for this product.

8. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

316 Chapter 6 Numerical control panel messages

 Table 6-109 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

41.03.FZ Unknown Misprint Error

This is a general misprint error. Either the paper is loaded off-center with the guides in the tray, or a
paper width sensor failure occurred from an unknown tray.

The error will be one of the following:

● 41.03.F0

● 41.03.F1

● 41.03.F2

● 41.03.F3

● 41.03.F4

● 41.03.F5

● 41.03.FD

Recommended action for customers

1. Touch OK to clear the error.

2. Remove the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

3. If the error is not cleared, turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Remove the paper and the reload the tray. Ensure that the tray width and length guides are set to
the correct paper size being installed into the tray and that the tray is not over filled above the fill
mark or over the tab on the tray.

41.03.FZ Unknown Misprint Error 317

 2. If the error persists, print a Configuration Page and note the paper size for the tray in question.

a. If the size is not reported correctly, run the tray size sensor test in the manual sensor test.

b. From the home screen on the printer control panel, touch “Support Tools”.

c. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

d. Select from the following tests:

● All Sensors

– Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset(reset the selected sensor’s state)

e. Select the specific tray size sensors to test.

f. If the tray size sensors test GOOD, replace the paper tray.

g. If the tray size sensors test BAD, check the cable connections between the tray size sensor
and the DC Controller.

h. If the cable connections are plugged in correctly and the cables are not damaged, replace the
correct component that contains the tray size sensing switches.

Tray 2 part number: RM2-0857-000CN

1X550, 3X550 SF part number: RM2-0857-000CN

Tray 3 2,550 HCI part number: RM2-0857-000CN

Tray 4 2,550 HCI part number: RM2-0921-000CN

41.03.YZ Unexpected size in tray <X>

The printer detected a different paper size than expected.

NOTE: If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or
"41.03.XY Size Mismatch" message displays on the printer control panel when printing on self-adhesive
paper. (ish_3199741-3199797-16)

Y = Type, Z = Tray

● Y = 0 Size mismatch. Detected paper is longer or shorter than expected.

● Y = A Size mismatch. Detected paper too long.

● Y = B Size mismatch. Detected paper too short.

● Y = C Size mismatch. Inter-page gap error.

318 Chapter 6 Numerical control panel messages

 ● Y = D Size mismatch. Detected paper narrower than expected.

● Y = E Size mismatch. Detected paper wider than expected.

● Z = D Source is the duplexer.

● Z = E Source is the envelope feeder.

● Z = 1 Source is Tray 1.

● Z = 2 Source is Tray 2.

● Z = 3 Source is Tray 3.

● Z = 4 Source is Tray 4.

● Z = 5 Source is Tray 5.

Recommended action for customers

1. Touch OK to use another tray.

2. Print a configuration page to verify the size and type the trays are set to.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. If the paper is jammed inside the printer, ensure it is completely removed. If paper has been ripped
during removal and paper is stuck in the feed roller, spin the rollers down, which feeds the jammed
paper up for easier removal.

6. Verify that the toner cartridge and the transfer roller are seated correctly.

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

Recommended action for call-center agents and onsite technicians

1. Touch OK to use another tray.

2. Print a configuration page to verify the size and type the trays are set to.

3. Ensure that the tray width and length guides are set to the correct paper size being installed into
the tray and that the tray is not over filled above the fill mark or over the tab on the tray.

4. Verify that the error is not occurring as a result of an unexpected paper size trigger caused by a
multi-page feed.

5. If the paper is jammed, ensure it is completely removed. If paper has been ripped during removal
and paper is stuck in the feed roller, spin the rollers down, which feeds the jammed paper up for
easier removal.

6. Verify that the toner cartridge and the transfer roller are seated correctly.

7. Use the manual sensor test to verify that the cassette paper switch is functioning correctly.

a. If the size is not reported correctly, run the tray size sensor test in the manual sensor test.

Recommended action for customers 319

 b. From the home screen on the printer control panel, touch “Support Tools”.

c. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

d. Select from the following tests:

● All Sensors

– Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset(reset the selected sensor’s state)

e. Select the specific tray size sensors to test.

f. If the tray size sensors test GOOD, replace the paper tray.

g. If the tray size sensors test BAD, check the cable connections between the tray size sensor
and the DC Controller.

h. If the cable connections are plugged in correctly and the cables are not damaged, replace the
correct component that contains the tray size sensing switches.

Tray 2 part number: RM2-0857-000CN

1X550, 3X550 SF part number: RM2-0857-000CN

Tray 3 2,550 HCI part number: RM2-0857-000CN

Tray 4 2,550 HCI part number: RM2-0921-000CN

8. Check paper path sensors PS4550 and PS4500 for correct operation and that they do not stick at
all. Replace any damaged sensor or assembly.

Part number: RM2-6774-000CN

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

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

NOTE: Before replacing parts, ensure all connections on the DC controller and the specific
assembly are correctly and securely connected.

41.04.YZ Printer Error

An unknown misprint error occurred on the printer.

320 Chapter 6 Numerical control panel messages

 Y = Type, Z = Tray

● Y = 0: Photo Paper (1, 2, or 3)

● Y = 1: Auto Sense (Normal)

● Y = 2: Normal (typed not from Auto Sense)

● Y = 3: Light Paper 1, 2, or 3 mode

● Y = 4: Heavy Paper 1

● Y = 5: Heavy Paper 2

● Y = 6: Heavy Paper 3

● Y = 7: Glossy Paper 1

● Y = 8: Glossy Paper 2

● Y = 9: Glossy Paper 3

● Y = A: Glossy film

● Y = B: OHT

● Y = C: Label

● Y = D: Envelope 1, 2, or 3 mode

● Y = E: Rough

● Y = F: Other mode

● Z = D: Source is the duplexer.

● Z = 0: Source is the envelope feeder.

● Z = 1: Source is Tray 1.

● Z = 2: Source is Tray 2.

● Z = 3: Source is Tray 3.

● Z = 4: Source is Tray 4.

● Z = 5: Source is Tray 5.

Recommended action for customers

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat each toner cartridge to test the toner cartridges.

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

Recommended action for customers 321

 Recommended action for call-center agents and onsite technicians

1. Touch OK to clear the error.

2. If the error does not clear, turn the printer off, and then on.

3. Swap out or re-seat each toner cartridge to test the toner cartridges.

4. Check the toner cartridges before replacing any other parts. Verify it is an original HP supply.

5. Check all high-voltage connections on the toner cartridge and in the toner cartridge slot.

6. Re-seat the connections to the laser/scanner and the DC controller.

7. If the error persists, replace the laser/scanner.

Part number: RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner See the Repair Service Manual for this
product.

8. If all connections are good and the error persists, replace the DC Controller based on the specific
product.

DC Controller part numbers:

RM2-9493-000CN (M631, M632, M633, E62555, E62565, E62575)
RM3-7621-000CN (E62655, E62665, E62675 only)

322 Chapter 6 Numerical control panel messages

 RM3-8458-000CN (M634, M635, M636, M637)
For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

42.WX.YZ error messages

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

Recommended action for customers

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

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

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

Recommended action for call-center agents and onsite technicians

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

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

2. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

44.WX.YZ error messages

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or
save to folder.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

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

42.* errors 323

 4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured
correctly. Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the
latest version.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

44.01.xx Error Event log message

A digital send error has occurred.

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

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

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

44.02.xx Error Event log message (Multifunction product only.)

Personal address book error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

Recommended action for customers

■ Try to send the job again.

Recommended action

1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

324 Chapter 6 Numerical control panel messages

 3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

44.04.xx Error Event log message (Multifunction product only.)

A Digital Send Email error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.05.xx Error Event log message (Multifunction product only.)

A Digital Send Folder Job error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.07.xx Error Event log message (Multifunction product only.)

Digital Send Remote Printer Job Error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.08.xx Error Event log message (Multifunction product only.)

SharePoint Job Error has occurred.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

44.10.xx Error Event log message (Multifunction product only.)

A send to email error has occurred.

Recommended action
1. Try to send the job again.

44.04.xx Error Event log message (Multifunction product only.) 325

 2. Check the digital send configuration.

For more information, Go to: Or click here: HP LaserJet Enterprise MFP - Set up Scan to Email.

44.11.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.11.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
Try to send the job again.

Check the digital send configuration.

44.12.0E Error Event log message (Multifunction product only.)

A digital send error has occurred.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set.
This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

44.12.xx Error Event log message (Multifunction product only.)

A digital send error has occurred.

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.01 Error Event log message (Multifunction product only.)

A digital send error has occurred while trying to create file type.

XX =

● 01 – RTF File

326 Chapter 6 Numerical control panel messages

 ● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

44.16.02 Error Event log message (Multifunction product only.)

The destination URL was found to be invalid or unreachable.

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.03 Error Event log message (Multifunction product only.)

The destination URL is not a SharePoint site.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.04 Error Event log message (Multifunction product only.)

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

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

Recommended action 327

 44.16.05 Error Event log message (Multifunction product only.)
Credentials do not have write access to the SharePoint destination.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

44.16.06 Error Event log message (Multifunction product only.)

Upload of image file failed. Reason unknown.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart
the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

44.16.07 Error Event log message (Multifunction product only.)

Upload of image file failed.

The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the
scanned pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web
server's maximum form submission length.

44.16.08 Error Event log message (Multifunction product only.)

Upload of image file failed. The SharePoint site storage quota limit was exceeded.

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some
files, and then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage
quota limit.

44.16.09 Error Event log message (Multifunction product only.)

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

328 Chapter 6 Numerical control panel messages

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in
the SharePoint job configuration to verify no folder or filename exceeds the maximum of 128
characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing
the filename (which could include prefix or suffix).

44.16.0A Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and is checked out for editing by another user.

Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked
out on the SharePoint site.

2. If the error persists, use a different filename for the job.

44.16.0B Error Event log message (Multifunction product only.)

Upload of the image file failed.

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)

Encountered an unexpected processing error while transferring attachments to the destination
SharePoint.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.16.0E Error Event log message (Multifunction product only.)

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was
set. This file will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is
not already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

Recommended action 329

 44.16.0F Error Event log message (Multifunction product only.)
Not enough memory to process the current SharePoint Job.

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small
jobs.

2. Repeat this process if the error persists until job goes through.

44.16.10 Error Event log message (Multifunction product only.)

The SharePoint server is using an invalid certificate.

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or
send the job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

44.16.FF Error Event log message (Multifunction product only.)

An unexpected error occurred in the SharePoint resource device code.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

44.34.03 Fax Modem Failure

Digital Send error. Fax result modem fail.

Recommended action
1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure that the fax card is aligned with
slot on the formatter chassis and is firmly seated against the formatter board.

330 Chapter 6 Numerical control panel messages

 3. Turn the printer on.

4. If the issue persists, replace the fax kit.

New part number: CC487A

For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.
Service part number: CC522-67929
For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.

44.34.E5 Fax Modem Failure

A fax error has occurred.

Recommended action
1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure that the fax card is aligned with
slot on the formatter chassis and is firmly seated against the formatter board.

3. If the issue persists, download and reinstall the firmware.

4. If the issue persists, perform a Partial Clean:

a. Turn the printer off, and then on.

b. The HP logo displays on the printer control panel. When a "1/8" with an underscore displays
below the HP logo, touch the logo to open the Pre-boot menu.

c. Use the arrow buttons on the touchscreen to navigate the pre-boot menu.

d. Use the down arrow to highlight Partial Clean, and then touch the OK button.

e. Touch the OK button again.

f. Touch the Back button to highlight Continue, and then touch the OK button.

The printer will continue to boot to Ready.

5. If the issue persists, replace the fax kit.

New part number: CC487A

For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.

Service part number: CC522-67929

For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.

44.92.YZ Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to ensure they are set to the correct settings for the environment.

44.34.E5 Fax Modem Failure 331

 3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems

44.90.xx, 44.91.xx, 44.92.xx Error Event log message

A fax error has occurred.

Recommended action
1. Try to send the job again.

2. Check the fax settings to make sure they are set to the proper settings for the environment.

3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise
MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems.

46.WX.YZ error messages

46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to
complete.

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print
driver

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network, look at the network port connection on the back of
the printer, and verify that the amber activity light flashes indicating network traffic, and the green
link-status light is continuously lit indicating a network link. If the problem continues, try a different
network cable or port on the hub and check network configuration settings such as the printer's IP
address.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

332 Chapter 6 Numerical control panel messages

 2. Verify the printer is connected to the network. If it is not, use a different network cable, and check
the configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original
file. Try sending a job from a different software application to see if the error is specific to the
application. Verify the computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, go to WISE and search for the following document that contains links to
flowcharts that you can use to troubleshoot the issue:

HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent) (Document ID: c03122817)

Or, click the following link: HP FutureSmart - 49 Error Troubleshooting (Persistent and Intermittent)

46.21.52
Copy Processor board communication error. (Event Log Only)

Recommended action
1. Turn the printer off, and then on.

2. If the error persists, reload the most current version of firmware located on. HP.com Firmware
version 4.5.6 has the fix included.

47.WX.YZ error messages

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

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Resend the print job.

46.21.52 333
 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.00.xx
Back channel internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.01.xx
Image transformer internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

334 Chapter 6 Numerical control panel messages

 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.02.xx
Job parser internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.03.xx
Print job internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

47.02.xx 335
 3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.04.xx
Print spooler 9100 internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.05.xx
Print spooler framework internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

336 Chapter 6 Numerical control panel messages

 3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.06.xx
Print application internal error.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Resend the print job.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

47.FC.yz Printer Calibration Failed To continue, touch “OK”

The device is unable to access or implement one of the image patterns files.

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

47.06.xx 337
 ● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on again.

2. If the error persists, reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles, then do the following.

● In the Support Tools > Troubleshooting > Diagnostics menu, run the hard disk tests to validate
the health of the device. Fix any issue found with the mass storage device.

3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

48.WX.YZ error messages

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

338 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 48 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

Or click the following link: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent
and Intermittent)

NOTE: 48.wx.yz errors are similar to 49.wx.yz errors and use the same troubleshooting steps and
procedures.

49.WX.YZ error messages

49.XX.YY Error To continue turn off then on
A firmware error occurred.

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be
caused by hardware failures, it is more common for 49 errors to be caused by printing a specific
document or performing some task on the printer.

Recommended action for customers 339

 49 errors most often occur when a printer is asked to perform an action that the printer firmware is not
capable of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action for customers

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad USB or network
interface cable, a bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace
the formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a
bad USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the
software application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or
Persistent 49 error troubleshooting (whichever is appropriate) in document c03122817. Search for
the following document on WISE: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting
(Persistent and Intermittent).

NOTE: 48 errors are similar to 49 errors.

340 Chapter 6 Numerical control panel messages

 Or click the following link: HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent
and Intermittent)

49.21.52
Jetlink unrecognized speed.

Recommended action
1. Turn the printer off, and then on.

2. If the error persists, reload the most current version of firmware located on. HP Support.

Firmware version 4.5.6 has the fix included.

49.38.0C
Firmware error.

This issue is caused by a formatter replacement that has not had the correct parameters set at the
factory.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If any of the following messages display on the control panel: 49.38.0C, 49.38.0D, “Disk Full”, “Data
Corruption”, or printer hangs with an "Initializing message…”, refer the following support document
in WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed MFP
E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A 49.38.0C or 49.38.0D
error displays on the printer control panel or in the Event Log (Service Action Advisory).

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

49.21.52 341
 2. If any of the following messages display on the control panel: 49.38.0C, 49.38.0D, “Disk Full”, “Data
Corruption”, or printer hangs with an "Initializing message…”, refer the following support document
in WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed MFP
E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A 49.38.0C or 49.38.0D
error displays on the printer control panel or in the Event Log (Service Action Advisory).

49.38.07
Generic error.

This issue is caused by a formatter replacement that has not had the correct parameters set at the
factory. This issue is tied to the factory installed Trusted Platform Module (TPM).

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, Upgrade the firmware.

Go to HP FutureSmart - Latest Firmware Versions.

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

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Print or view the printer Event log. Perform the appropriate tasks if 49.38.0C and/or 49.38.0D errors
are present:

● If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in WISE:
ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A 49.38.0C
or 49.38.0D error displays on the printer control panel or in the Event Log (Service Action
Advisory).

● If 49.38.0C or 49.38.0D events are not in the Event log, see step 3.

3. Update the printer firmware to at a minimum of FutureSmart v5.3 version or newer.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

342 Chapter 6 Numerical control panel messages

 2. Print or view the printer Event log. Perform the appropriate tasks if 49.38.0C and/or 49.38.0D errors
are present:

● If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in WISE:
ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A 49.38.0C
or 49.38.0D error displays on the printer control panel or in the Event Log (Service Action
Advisory).

● If 49.38.0C or 49.38.0D events are not in the Event log, see step 3.

3. Update the printer firmware to FutureSmart v5.3 version or newer.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

50.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or
replace the fuser as needed.

CAUTION: The fuser might be hot.

2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.

3. Replace the fuser. If it has already been replaced, replace the fuser power supply.

50.1x.yz
Low fuser temperature failure

x = fuser mode, y = previous printer sleep state, and z = next printer sleep state.

50.* errors 343

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

a. Open the rear door.

344 Chapter 6 Numerical control panel messages

 b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

3. If the error persists, check the fuser connections.

a. Remove the fuser.

Recommended action for call-center agents and onsite technicians 345

 b. Check the connection on the fuser

c. If the fuser connector is damaged, replace the fuser.

110V part number: RM2-1256-000CN

220V part number: RM2-1257-000CN

d. Check the connection to the fuser in the printer.

e. If the connector is damaged, elevate the issue using the Standard Support Process.

f. Check connections J401 and J402 on the DC controller PCA.

4. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

5. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

346 Chapter 6 Numerical control panel messages

 For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.2X.YZ
Fuser warm-up error

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

50.2X.YZ 347
 a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

3. If the error persists, check the fuser connections.

348 Chapter 6 Numerical control panel messages

 a. Remove the fuser.

b. Check the connection on the fuser

c. If the fuser connector is damaged, replace the fuser.

110V part number: RM2-1256-000CN

220V part number: RM2-1257-000CN

d. Check the connection to the fuser in the printer.

e. If the connector is damaged,elevate the issue using the Standard Support Process.

f. Check connections J401 and J402 on the DC controller PCA.

4. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

5. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

Recommended action for call-center agents and onsite technicians 349

 For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.3X.YZ
High fuser temperature

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

350 Chapter 6 Numerical control panel messages

 a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

3. If the error persists, check the fuser connections.

Recommended action for call-center agents and onsite technicians 351

 a. Remove the fuser.

b. Check the connection on the fuser

c. If the fuser connector is damaged, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

d. Check the connection to the fuser in the printer.

e. If the connector is damaged,elevate the issue using the Standard Support Process.

f. Check connections J401 and J402 on the DC controller PCA.

4. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that
the settings match and are correct for the type of paper being used.

5. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

352 Chapter 6 Numerical control panel messages

 For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.4X.YZ
Drive circuit fault

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

50.4X.YZ 353
 a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

354 Chapter 6 Numerical control panel messages

 3. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

4. Check connections J401 and J402 on the DC controller PCA.

5. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

6. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.6X.YZ
Open fuser circuit (heating element failure)

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

50.6X.YZ 355
 2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

356 Chapter 6 Numerical control panel messages

 d. Reseat the fuser.

e. Close the front door.

3. If the error persists, check the fuser connections.

a. Remove the fuser.

b. Check the connection on the fuser

c. If the fuser connector is damaged, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this
product.

Recommended action for call-center agents and onsite technicians 357

 d. Check the connection to the fuser in the printer.

e. If the connector is damaged,elevate the issue using the Standard Support Process.

f. Check connections J401 and J402 on the DC controller PCA.

4. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

5. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.7F.00
Fuser pressure-release mechanism failure

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

358 Chapter 6 Numerical control panel messages

 3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Check the condition and position of the fuser pressure relief sensor. If the sensor is damaged or
missing, replace the fuser sensor.

Fuser output sensor (SR5) part number: WG8-5935-000CN

Figure 6-217 An undamaged fuser pressure relief sensor

3. Inspect the fuser flag for damage. If the flag is damaged or missing, replace the fuser.

110V Fuser part number: RM2-1256-010CN

220V Fuser part number: RM2-1257-010CN

Recommended action for call-center agents 359

 Figure 6-218 An undamaged fuser alienation flag on the left side of the fuser

4. If the error persists, replace the fuser drive motor assembly.

Fuser drive motor (M1) assembly part number: RM2-6763-000CN

Recommended action for onsite technicians

1. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

2. Check the condition and position of the fuser pressure relief sensor. If the sensor is damaged or
missing, replace the fuser sensor.

Fuser output sensor (SR5) part number: WG8-5935-000CN

Figure 6-219 An undamaged fuser pressure relief sensor

3. Inspect the fuser flag for damage. If the flag is damaged or missing, replace the fuser.

110V Fuser part number: RM2-1256-010CN

220V Fuser part number: RM2-1257-010CN
For instructions: Removal and replacement: Fuser assemblySee the Repair Service Manual for this
product.

360 Chapter 6 Numerical control panel messages

 Figure 6-220 An undamaged fuser alienation flag on the left side of the fuser

4. Run a Fuser pressure relief motor test from the printer control panel:

a. From the Home screen on the printer control panel, touch Support Tools.

b. Open Troubleshooting > Diagnostic Tests > Components Test.

c. Select the Fuser pressure relief motor option.

d. Select the Repeat check box.

e. Touch the Start button.

f. Listen for a clicking noise, which confirms that the motor is functioning.

g. If the motor test fails, replace the fuser drive motor assembly.

Fuser drive motor (M1) assembly part number: RM2-6763-000CN

For instructions: Removal and replacement: Fuser drive assemblySee the Repair Service
Manual for this product.

Recommended action for onsite technicians 361

 5. If this issue occurs after the replacement of a fuser drive assembly, check the spring on the new
assembly and ensure it is in place. Without the spring, it will cause a 50.7F error.

Figure 6-221 Spring in correct location

50.8X.YZ
Low fuser temperature 2

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

362 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

Recommended action for call-center agents and onsite technicians 363

 d. Reseat the fuser.

e. Close the front door.

3. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

4. Check connections J401 and J402 on the DC controller PCA.

5. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

6. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.9X.YZ
High fuser temperature 2

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

364 Chapter 6 Numerical control panel messages

 2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

a. Open the rear door.

Recommended action for call-center agents and onsite technicians 365

 b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

3. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

4. Check connections J401 and J402 on the DC controller PCA.

5. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

366 Chapter 6 Numerical control panel messages

 6. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.AX.YZ
Low fuser temperature 3

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

50.AX.YZ 367
 a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

d. Reseat the fuser.

e. Close the front door.

368 Chapter 6 Numerical control panel messages

 3. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

4. Check connections J401 and J402 on the DC controller PCA.

5. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

6. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

50.BX.YZ
High fuser temperature 3

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Ensure the printer is plugged directly into a wall outlet and that the outlet voltages matches the
specification for the printer.

NOTE: Unplug the printer from any power-strip or uninterrupted power supply, and plug it directly
into a wall socket.

3. Ensure the paper type and fuser mode are correct for the paper being used.

Check the size and type on the control panel Trays menu or use the EWS Trays menu

4. Make sure the paper type is set correctly on the printer and that the printer driver matches the type
of paper being printed on.

5. Retest the printer.

6. If the error persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

50.BX.YZ 369
 2. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.

CAUTION: The fuser might be hot.

a. Open the rear door.

b. Grasp the blue handles on both sides of the fuser and pull straight out to remove it.

c. Ensure that there is no residual paper in the fuser.

370 Chapter 6 Numerical control panel messages

 d. Reseat the fuser.

e. Close the front door.

3. Check the printer power source. Ensure that the power source meets the printer requirements.
Ensure that the printer is the only device using the circuit.

NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.

4. Check connections J401 and J402 on the DC controller PCA.

5. If the fuser has not been replaced, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

6. If the error persists, replace the low voltage power supply (LVPS).

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

51.WX.YZ, 52.WX.YZ error messages

51.* errors
Errors in the 51.* family are related to the laser scanner.

51.* errors 371

 Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Ensure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and
reseat them if necessary.

3. If the error persists, replace the laser scanner.

51.00.yz
An error with the laser/scanner assembly has occurred in the printer.

● 51.00.10 Beam detect error

● 51.00.19 Laser malfunction

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open and close the front and rear doors to see if the printer returns to a Ready.

2. Turn the printer off, and then on.

3. Reconnect connector (J8301) on the laser/scanner assembly and connector (J606) on the DC
controller PCA.

4. If the error persists, replace the laser/scanner assembly.

Part number: RM2-0906-000CN

372 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Laser/scanner See the Repair Service Manual for this
product.

52.00.00/52.00.20 Scanner Startup/Rotation error

A printer laser/scanner error occurred.

● 52.00.00 laser/scanner startup error.

● 52.00.20 laser/scanner rotation error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Open and close the front and rear doors to see if the printer returns to a Ready.

2. Turn the printer off, and then on.

3. Reconnect connector (J6104) on the laser/scanner assembly and connector (J205) on the DC
controller PCA.

4. If the error persists, replace the laser/scanner assembly.

Part number: RM2-0906-000CN

For instructions: Removal and replacement: Laser/scanner See the Repair Service Manual for this
product.

53.WX.YZ error messages

53.A0.y0
Tray "Y" side guide misalignment resolved.

The engine detected that the tray guide misalignment has been resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.10: Tray 1 Side guide misalignment resolved.

● 53.A0.20: Tray 2 side guide misalignment resolved.

● 53.A0.30: Tray 3 side guide misalignment resolved.

● 53.A0.40: Tray 4 side guide misalignment resolved.

● 53.A0.50: Tray 5 side guide misalignment resolved.

52.00.00/52.00.20 Scanner Startup/Rotation error 373

 ● 53.A0.60: Tray 6 side guide misalignment resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A0.y1
Tray "Y" Side guide misalignment proactive warning.

The engine detected a tray "Y" side guide misalignment.

This is a proactive warning intended to avoid a jam event.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A0.11: Tray 1 side guide misalignment warning.

● 53.A0.21: Tray 2 side guide misalignment warning.

● 53.A0.31: Tray 3 side guide misalignment warning.

● 53.A0.41: Tray 4 side guide misalignment warning.

● 53.A0.51: Tray 5 side guide misalignment warning.

● 53.A0.61: Tray 6 side guide misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. If the trays are not locked, educate the customer on the correct way to align the side guides when
refilling paper in the tray.

3. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

53.A1.y0 Enter error message

Tray "Y" paper delivery direction misalignment resolved.

374 Chapter 6 Numerical control panel messages

 NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.10: Tray 1 Side guide misalignment resolved.

● 53.A1.20: Tray 2 side guide misalignment resolved.

● 53.A1.30: Tray 3 side guide misalignment resolved.

● 53.A1.40: Tray 4 side guide misalignment resolved.

● 53.A1.50: Tray 5 side guide misalignment resolved.

● 53.A1.60: Tray 6 side guide misalignment resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.A1.y1
Tray "Y" paper delivery direction misalignment warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. If the trays are not locked, ensure the tray guides are correctly aligned to the size of paper being
installed.

3. If the trays are locked, contact your managed print provider if you need to change the paper size
from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action 375

 1. Ensure that the paper tray guides are set to the correct paper size that is being loaded into the
paper tray.

NOTE: Check the event log for the following messages to determine which tray guides need to be
adjusted.

● 53.A1.11: Tray 1 paper delivery direction misalignment warning.

● 53.A1.21: Tray 2 paper delivery direction misalignment warning.

● 53.A1.31: Tray 3 paper delivery direction misalignment warning.

● 53.A1.41: Tray 4 paper delivery direction misalignment warning.

● 53.A1.51: Tray 5 paper delivery direction misalignment warning.

● 53.A1.61: Tray 6 paper delivery direction misalignment warning.

2. Ensure that the rear paper guide is set to the correct paper length.

3. Ask the customer to check the paper size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

4. If the trays are not locked, educate the customer on the correct way to align the guides when
refilling paper in the tray.

5. Inspect the quality and condition of the customer paper to identify conditions that may lead to
paper skewing.

6. Inspect the condition of the feed and separation rollers of the listed tray, and ensure they are not
worn, or damaged. Replace the rollers as needed.

53.A2.y0
Tray "Y" overload resolved.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.10: Tray 1 overload resolved.

● 53.A2.20: Tray 2 overload resolved.

● 53.A2.30: Tray 3 overload resolved.

● 53.A2.40: Tray 4 overload resolved.

● 53.A2.50: Tray 5 overload resolved.

● 53.A2.60: Tray 6 overload resolved.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

376 Chapter 6 Numerical control panel messages

53.A2.y1
Tray "Y" overload warning.

NOTE: This is an event log only message, it will not show on the control panel.

"Y" = Tray number.

● 53.A2.11: Tray 1 overload warning.

● 53.A2.21: Tray 2 overload warning.

● 53.A2.31: Tray 3 overload warning.

● 53.A2.41: Tray 4 overload warning.

● 53.A2.51: Tray 5 overload warning.

● 53.A2.61: Tray 6 overload warning.

Recommended action
Follow these troubleshooting steps in the order presented.

■ Remove paper from the specified tray until it is below the paper fill level mark.

53.B0.0z
Tray "Z" feed roller nearing end of life.

Prepare to replace tray pick rollers

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B0.01: Tray 1 feed roller nearing end of life.

● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

Recommended action
Follow these troubleshooting steps in the order presented.

■ The paper tray rollers will need to be replaced soon. Be prepared to replace the tray rollers for the
specified tray.

NOTE: Check the event log for the following messages to determine which tray rollers need to be
changed.

● 53.B0.01: Tray 1 feed roller nearing end of life.

53.A2.y1 377
 ● 53.B0.02: Tray 2 feed roller nearing end of life.

● 53.B0.03: Tray 3 feed roller nearing end of life.

● 53.B0.04: Tray 4 feed roller nearing end of life.

● 53.B0.05: Tray 5 feed roller nearing end of life.

● 53.B0.06: Tray 6 feed roller nearing end of life.

53.B1.0z
Tray "Z" feed roller at end of life.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B1.01: Tray 1 feed roller at end of life.

● 53.B1.02: Tray 2 feed roller at end of life.

● 53.B1.03: Tray 3 feed roller at end of life.

● 53.B1.04: Tray 4 feed roller at end of life.

● 53.B1.05: Tray 5 feed roller at end of life.

● 53.B1.06: Tray 6 feed roller at end of life.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

■ Replace the feed and separation rollers for the specified tray.

53.B2.0z
Tray "Z" feed roller brand new.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B2.01: Tray 1 feed roller brand new.

● 53.B2.02: Tray 2 feed roller brand new.

● 53.B2.03: Tray 3 feed roller brand new.

● 53.B2.04: Tray 4 feed roller brand new.

378 Chapter 6 Numerical control panel messages

 ● 53.B2.05: Tray 5 feed roller brand new.

● 53.B2.06: Tray 6 feed roller brand new.

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.B3.0z
Tray "Z" pick roller brand new (engine detected).

The engine detected that new tray feed rollers have been installed.

NOTE: This is an event log only message, it will not show on the control panel.

"Z" = Tray number.

● 53.B3.01: Tray 1 feed roller brand new (engine detected).

● 53.B3.02: Tray 2 feed roller brand new (engine detected).

● 53.B3.03: Tray 3 feed roller brand new (engine detected).

● 53.B3.04: Tray 4 feed roller brand new (engine detected).

● 53.B3.05: Tray 5 feed roller brand new (engine detected).

● 53.B3.06: Tray 6 feed roller brand new (engine detected).

Recommended action
No Action necessary.

■ This is an informational message; no action is necessary.

53.C1.0z Tray "Z" size mismatch.

The specified tray contains a size that does not match the configured size.

Complete screen message:

The specified tray contains a size that does not match the configured size.

The tray is configured to support the only size indicated

Confirm guides are in correct position.

This issue occurs when the managed print provider has locked the paper tray to either letter or A4 and
the tray has a different size paper loaded.

NOTE: This can occur if the tray was swapped out or the physical trays locks in the tray were removed
and the guides changed.

● 53.C1.02: Tray 2 size mismatch.

● 53.C1.03: Tray 3 size mismatch.

Recommended action 379

 ● 53.C1.04: Tray 4 size mismatch.

● 53.C1.05: Tray 5 size mismatch.

● 53.C1.06: Tray 6 size mismatch.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Ensure that the paper size in the tray matches the tray size in the Trays menu.

2. Contact your managed print provider if you need to change the paper size from the one selected.

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Ask the customer to check the media size loaded in the tray to see if it matches the size listed in the
Trays menu or on the Configuration Page.

2. Instruct the customer to contact the managed print provider if the paper size needs to be changed
from the one selected.

54.WX.YZ error messages

54.* errors
Errors in the 54.* family are related to the image-formation system.

● For HP LaserJet printers, they can indicate a problem with the toner cartridges or the transfer unit
(color printers only), or they can indicate a problem with a sensor, such as with the laser/scanner.

● For HP PageWide printers, they can indicate a problem with the calibration process.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Check the supplies status page using the Supplies menu on the control panel to verify that toner
cartridges, toner collection unit (TCU), or the transfer belt kit are not past their useful life. Replace
the supplies and maintenance parts as necessary.

To print a Supplies Status Page:

a. From the Home screen on the printer control panel, select Administration.

b. Open the following menus:

i. Reports

380 Chapter 6 Numerical control panel messages

 ii. Configuration/Status Pages

c. Scroll to and select Supplies Status Page.

d. Select Print to print the page.

To order parts, go to https://www.hp.com/buy/parts.

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

Recommended action call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are
not past their useful life. Replace the supplies and maintenance parts as necessary.

3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or
instruct the customer to replace it.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/
scanner to the printer. Reseat them if necessary. If the error persists, replace the laser scanner.

54.00.01 / 54.00.03
Environment sensor abnormality warning

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then turn on the printer.

2. Replace the environment sensor.

Part number: RM2-9037-000CN

NOTE: Before replacing any parts, ensure that the connection (J16) on the DC Controller is
correctly seated.

Recommended action call-center agents and onsite technicians 381

 55.WX.YZ, 56.WX.YZ error messages
55.* errors
Errors in the 55.* family often indicate a problem with the DC controller.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Reset the printer:

a. Turn the printer off using the power switch, and then wait at least 30 seconds.

b. Turn the printer on and wait for it to initialize.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. If the error persists, replace the DC controller.

55.00.01, 55.00.03 or 55.00.04 DC Controller Error

The communication link between the formatter and DC controller was lost.

● 55.00.01 DC controller memory error.

● 55.00.03 DC controller no engine response.

● 55.00.04 DC controller communications time out

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

382 Chapter 6 Numerical control panel messages

 2. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-110 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect the flat flexible (FFC) connections on the formatter
and DC controller.

Formatter connector: Remove one zero insertion force (ZIF) FFC (callout 1) and seven connectors
(callout 2) from formatter PCA as indicated in the image below.

NOTE: One connector at the upper left corner of the formatter PCA is hidden behind the sheet
metal and is not indicated by callout 2.

Recommended action for onsite technicians 383

 Figure 6-222 Formatter connection: (callout 1, ZIF connector)

DC controller connector: Disconnect and remove the zero insertion force (ZIF) FFC cable (callout 1).

Figure 6-223 DC Controller connection (callout 1, ZIF connector)

3. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-111 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

384 Chapter 6 Numerical control panel messages

 Table 6-111 DC controller PCA part numbers (continued)

Description /Printer models Part numbers

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

55.00.05 Engine Firmware RFU Error

The firmware upgrade failed.

Recommended action
1. Turn the printer off, and then on.

2. If issue remains re-send the upgrade.

55.01.06, 55.02.06 DC controller error To continue turn off then on

NVRAM memory warning

● 55.01.06 (event code)

NVRAM memory data error warning.

● 55.02.06 (event code)

NVRAM memory access error warning.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, check the input and output accessories (envelop feeder, stapler/stacker for
example) installed for the printer.

3. Press the power button to turn off the printer, attempt to remove the installed accessories, and
then turn on the printer.

4. If the error clears, turn off the printer, reinstall the accessories, and then restart the printer.

55.00.05 Engine Firmware RFU Error 385

 5. If the error appears, send a technician to troubleshoot the issue.

6. If the error persists, dispatch a certified engineer (CE) with a DC controller and flat flexible cables
(FFC).

Table 6-112 FCC part number

Description Part number

Flat flexible cable RK2-8398-000CN

Table 6-113 DC controller part number

Description Part number

DC controller PCA RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, check the input and output accessories (envelop feeder, stapler/stacker for
example) installed for the printer.

3. Press the power button to turn off the printer, attempt to remove the installed accessories, and
then turn on the printer.

4. If the error clears, perform the following tasks when reinstalling the accessory.

a. Reinstall the accessory and verify that the cables are connected correctly.

b. If the error persists, ensure that the accessory has the correct part number and is compatible
for the printer model installed. If the part number is incorrect, order the correct part number
for the printer model.

c. If the part number for the accessory is correct, ensure that the latest firmware version is
installed on the printer. Update the firmware, if required.

d. If the firmware is updated and the error persists, replace the faulty accessory.

5. If the error persists, turn off the printer, and carefully reseat the flat-flexible cable (FFC) on the
formatter (J8104) and the FFC on the DC controller (J607).

386 Chapter 6 Numerical control panel messages

 6. If the FFC is damaged, replace the cable.

Table 6-114 FCC part number

Description Part number

Flat flexible cable RK2-8398-000CN

7. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-115 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

56.00.YZ
The printer experienced a communication error with the optional paper trays.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call agents and service technicians

1. Turn the printer off, then on.

2. If the error persists, re-seat the optional paper trays.

3. Check the input connectors for damage. If a connector is damaged, replace the connector.

1X550 single sheet feeder cable assembly part number: RM2-8868-000CN

All other input accessories cable assembly part number: RM2-9286-000CN

56.00.YZ 387
 56.00.01 Illegal Input Printer Error
The printer experienced an illegal input.

Recommended action
1. Turn the printer off, then on.

2. Remove any third-party hardware and test again.

57.WX.YZ error mesages

57.* errors
Errors in the 57.* family indicate a problem with a fan.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and
then on, and listen for noise coming from the area of each fan. Replace any fan that is not making
noise.

2. Update the firmware to the latest version. If the latest version firmware is already installed, reinstall
it now.

For more information, see:

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

3. Remove enough parts to access the DC controller or the power supply PCA. Check the
connections from each fan to the DC controller or power supply PCA. Reseat them if necessary.

4. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the
voltage between the connectors for each fan and the DC controller. If the voltage changes from 0V
to approximately 24V during the power-on cycle, replace the affected fan. If the voltage remains at
0V, replace the DC controller.

57.00.01 Fan failure

Cartridge upper (FM3) failure.

388 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, then on.

2. Replace the cartridge upper fan FM3.

Part number: RK2-8946-000CN

NOTE: Onsite technician should perform the following steps before replacing the fan.

a. Remove and reconnect (J6404) on the cartridge upper fan.

b. Remove and reconnect (J16) on the DC controller PCA.

c. If the error persists, replace the cartridge upper fan FM3.

Part number: RK2-8946-000CN

57.00.02 Fan failure

Cartridge lower fan (FM4) error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, then on.

2. Remove and reconnect (J6405) on the cartridge lower fan.

3. Remove and reconnect (J16) on the DC controller PCA.

4. If the error persists, replace the cartridge lower fan FM4.

Part number: RK2-8946-000CN

Recommended action for customers 389

 57.00.03 Fan failure
Duplex fan FM2 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents

1. Turn the printer off, then on.

2. Verify the error condition with the customer. The printer will not be able to print.

■ Dispatch a technician with the part below.

Fan 2 part number: RK2-8948-000CN

Recommended action for onsite technicians

1. Turn the printer off, then on.

2. Verify the error condition with the customer.

390 Chapter 6 Numerical control panel messages

■ Prior to replacing the fan, tighten the screw on the upper paper feed guide assembly shown
below.

Figure 6-224 View from Rear door

Figure 6-225 Tighten screw

Recommended action for onsite technicians 391

 3. Remove and reconnect (J13L) on door assembly and connector (J13) on the DC controller PCA.

4. If error persists after tightening screw, replace the fan.

IMPORTANT: Prior to replacing the fan, tighten the screw on the upper paper feed guide assembly
shown previously. A floating ground condition may exist causing excess electrical discharge being
absorbed by FM2 and causing a premature failure.

Fan 2 part number: RK2-8948-000CN

5. If the fan replacement does not resolve the issue, replace the DC Controller based on the specific
product.

DC Controller part numbers:

RM2-9493-000CN (M631, M632, M633, E62555, E62565, E62575)
RM3-7621-000CN (E62655, E62665, E62675 only)
RM3-8458-000CN (M634, M635, M636, M637)
For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

57.00.04 Fan failure

Scanner fan FM1 failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.

2. Press the Power button again to turn on the printer.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, then on.

2. Remove and reconnect (J6402) on the scanner fan.

3. Remove and reconnect (J211) on the DC controller PCA.

4. If the error persists, replace the scanner fan FM1.

Part number: RK2-8946-000CN

58.WX.YZ error messages

58.* errors
Errors in the 58.* family indicate an electrical problem inside the printer.

392 Chapter 6 Numerical control panel messages

Recommended action for customers
Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or
other type of extension cord.

3. Check all connections on the DC Controller and the power supply. Trace the connections from
the DC Controller and power supply to the sensors and other components and reseat them if
necessary.

58.00.02 Error
Environmental sensor failure.

Recommended action for customers

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

2. If the error persists, replace the environmental sensor.

Part number: RM2-9037-000CN

NOTE: Before replacing any parts, ensure that the connections of the environment sensor (J4200)
and connector (J16) on the DC controller PCA are correctly seated and are not damaged.

Recommended action for customers 393

 58.00.03 Error
DC controller failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Verify the error condition with the customer.

3. If the error persists, replace the DC controller PCA.

Table 6-116 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect all the cables on the DC controller.

NOTE: Before replacing any parts, ensure that the connections on the DC controller PCA are not
damaged and seated correctly.

394 Chapter 6 Numerical control panel messages

 3. If the error persists, replace the DC controller PCA.

Table 6-117 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

58.00.04 Error
Low-voltage power supply unit malfunction.

Recommended action for customers

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

NOTE: Before replacing any parts, ensure that the connections on the DC controller PCA are
correctly seated and are not damaged.

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.
220V LVPS part number: RM2-6798-000CN
For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

58.00.04 Error 395

 58.01.04 Error
24V power supply error during operation.

During a regular printing operation the 24V power supply experienced an error.

Recommended action for customers

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

NOTE: Before replacing any parts, ensure that the connections on the DC controller PCA are
correctly seated and are not damaged.

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.
220V LVPS part number: RM2-6798-000CN
For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

58.02.04 Error
24V power supply error during printer power on or wake up.

During the printer power on, or when waking from a sleep mode, the printer experienced an error with
the 24V power supply.

NOTE: Check the voltage of the unit on the regulatory sticker. This event is directly related to a 220V
printer being plugged into a 110V outlet. Ensure that the voltage of the outlet matches the voltage of the
printer.

Recommended action for customers

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

396 Chapter 6 Numerical control panel messages

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

NOTE: This error might be caused by source power related issues. Determine if the area where
the printer is located has experienced brown outs or is subject to power quality issues.

2. Ensure the printer is plugged into a dedicated power outlet.

3. If the error persists, replace the low-voltage power supply (LVPS).

NOTE: Before replacing any parts, ensure that the connections on the DC controller PCA are
correctly seated and are not damaged.

110V LVPS part number: RM2-6797-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

220V LVPS part number: RM2-6798-000CN

For instructions: Removal and replaxcement: Low voltage power supply See the Repair Service
Manual for this product.

59.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians 397

 59.00.30 or 59.00.40: Fuser error
Fuser motor (M1) start up error or fuser motor (M1) rotational error.

Recommended action for customers

■ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 59.0X.YZ Errors

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Locate the fuser and remove it.

Depending on the location of the fuser, open the rear door or the right door to remove the fuser.

CAUTION: The fuser might be hot. Ensure to wait for the fuser to cool before removing it.

3. Rotate the fuser gear to ensure it moves freely. If it does not move freely, replace the fuser.

NOTE: The fuser gear might not move easily and will require moderate force to rotate.

Table 6-118 Fuser assembly part numbers

Description Part number

110V Fuser assembly RM2-1256-020CN

220V Fuser assembly RM2-1257-020CN

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

4. If the fuser gear moves freely, perform a diagnostic test to check the fuser motor.

a. From the Home screen on the printer control panel, select Support Tools.

b. Open the following menus:

i. Troubleshooting

ii. Diagnostic Tests

iii. Component Test

398 Chapter 6 Numerical control panel messages

 c. Select Fuser motor, and then select Start.

Figure 6-226 Fuser motor test

5. If the fuser motor test fails, replace the fuser drive assembly.

Table 6-119 Fuser drive motor part number

Description Part number

Fuser drive motor (M1) assembly RM2-6763-000CN

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Locate the fuser and remove it.

Depending on the location of the fuser for the printer model, open the rear door or the right door to
remove the fuser.

CAUTION: The fuser might be hot. Ensure to wait for the fuser to cool before removing it.

3. Rotate the fuser gear to ensure it moves freely. If it does not move freely, replace the fuser.

NOTE: The fuser gear might not move easily and will require moderate force to rotate.

Recommended action for onsite technicians 399

 Table 6-120 Fuser assembly part numbers

Description Part number

110V Fuser assembly RM2-1256-020CN

220V Fuser assembly RM2-1257-020CN

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

4. If the fuser gear moves freely, perform a diagnostic test to check the fuser motor.

a. From the Home screen on the printer control panel, select Support Tools.

b. Open the following menus:

i. Troubleshooting

ii. Diagnostic Tests

iii. Component Test

c. Select Fuser motor, and then select Start.

Figure 6-227 Fuser motor test

5. If the fuser motor test fails or does not function correctly, disconnect and reconnect the connector
J204 on the DC controller PCA, and then perform the Fuser motor test again.

400 Chapter 6 Numerical control panel messages

 6. If the issue persists, replace the fuser drive assembly (M1).

Table 6-121 Fuser drive motor part number

Description Part number

Fuser drive motor (M1) assembly RM2-6763-000CN

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

7. If the error persists, replace the DC controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-122 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

59.00.50 or 59.00.60
The printer experienced a drum motor (M2) error.

● 59.00.50, 59.05.50 Drum motor startup abnormality.

● 59.00.60, 59.05.60 Drum motor rotation abnormality.

Recommended action for customers

■ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 59.0X.YZ Errors

Recommended action for call-center agents

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

3. If the error does not display, replace the toner cartridge. If the error persists, replace the drum
motor

Drum motor part number: RM2-9316-000CN

59.00.50 or 59.00.60 401

 For instructions: Removal and replacement: Drum motor See the Repair Service Manual for this
product.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

3. Test the fuser motor.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus: Troubleshooting > Diagnostic Tests > > Components Test

c. Touch Drum motor.

d. If the motor does not function correctly, ensure connector J203 on the DC controller PCA is
securely and correctly seated.

e. Retest the drum motor as needed.

f. If motor continues to fail, replace the drum motor assembly.

Drum motor part number: RM2-9316-000CN

For instructions: Removal and replacement: Drum motor See the Repair Service Manual for
this product.
Main drive assembly part number: RM2-6777-000CN
For instructions: Removal and replacement: Main drive assembly See the Repair Service
Manual for this product.

4. If the error persists after the motor has been replaced, replace the DC controller.

DC Controller part numbers:

RM2-9493-000CN (M631, M632, M633, E62555, E62565, E62575)
RM3-7621-000CN (E62655, E62665, E62675 only)
RM3-8458-000CN (M634, M635, M636, M637)
For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

59.00.90
The developer-disengagement motor experienced a rotational error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

402 Chapter 6 Numerical control panel messages

Recommended action for call-center agents

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the toner cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. If the error persists with a new toner cartridge, replace the Developing Drive Assembly.

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the toner cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. If the error persists, check connection J301 on the DC Controller.

5. Check the connection on the Developing Drive Assembly.

6. If the error persists with a new toner cartridge, replace the Developing Drive Assembly.

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

Recommended action for call-center agents 403

 59.00.C0
The developer-disengagement motor experienced a rotational error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the tone cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. If the error persists with a new toner cartridge, replace the Developing Drive Assembly.

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

Recommended action for onsite technicians

1. Turn the printer off.

2. Remove the toner cartridge and turn the printer on.

If the message "install toner cartridge appears without the 59 error, reinstall the toner cartridge.

3. If the error returns with the tone cartridge installed, try a new cartridge if available. If not replace
the toner cartridge.

NOTE: Check the part number on the installed toner cartridge to ensure the correct capacity
cartridge is ordered.

4. Check connection J301 on the DC Controller.

5. Check the connection on the Developing Drive Assembly.

404 Chapter 6 Numerical control panel messages

 6. If the error persists, replace the Developing Drive Assembly (PS4850).

Developer drive assembly part number: RM2-6756-000CN

M607, M608, M608nk, M609, M610, M611, M612, E60055-E60075, E60155-E60175
For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

M631, M632, M633, M634, M635, M636, M637, E62555-E62575, E62655-E62675

For instructions: Remove and replace: Developer drive assembly See the Repair Service Manual for
this product.

60.00.0Y, 62.00.00 error messages

60.* errors
Errors in the 60.* family are related to one of the optional trays.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

1. Use the Tray/Bin Manual Sensor test to verify that the sensors for each tray are functioning
correctly.

2. Check all connectors on the paper feeder PCA.

3. Replace the optional paper feeder.

60.01.02
Tray 2 lifting error.

60.* errors 405

 Recommended action for customers
Use the following general troubleshooting steps to try to resolve the problem.

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray and check if the error persists.

3. If the issue persists, reload the paper in the tray and adjust the paper guides to the correct paper
size.

NOTE: Do not adjust the paper guides tightly against the paper stack. Adjust them to the
indentations or markings in the tray.

4. If the error persists, replace the cassette assembly.

Table 6-123 Cassette assembly part number

Description Part number

550-sheet paper feeder cassette RM2-0866-020CN

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

406 Chapter 6 Numerical control panel messages

2. Close the tray and check if the error persists.

3. If the issue persists, reload the paper in the tray and adjust the paper guides to the correct paper
size.

NOTE: Do not adjust the paper guides tightly against the paper stack. Adjust them to the
indentations or markings in the tray.

4. If the error persists, replace the cassette assembly.

Table 6-124 Cassette assembly part number

Description Part number

550-sheet paper feeder cassette RM2-0866-020CN

5. If the error persists, disconnect and reconnect J206 on the DC Controller PCA prior to replacing
any part.

Figure 6-228 DC controller PCA connections: Location of J206 connector

Table 6-125 DC controller PCA connections: J206 connector

Item Description

J206 Lifter motor

Recommended action for onsite technicians 407

 6. If the error persists, replace the lifter drive assembly.

Table 6-126 Lifter drive assembly

Description Part number

Lifter drive assembly - Includes motor (M3) RM2-6744-000CN

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

7. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-127 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

60.01.03
Tray 3 lifting error.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

408 Chapter 6 Numerical control panel messages

Recommended action for call-center agents and onsite technicians

1. Re-seat connector on the Feeder Controller/HCI Controller PCA assembly from the lifter drive
assembly.

2. If the error persists, replace the Lifter drive Assembly based on the input tray.

Table 6-128 Parts

Part Name Part Number Instructions link

1x550 Input Tray Lifter Drive Assembly RM2-0895-000CN For instructions: Removal and
(M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Envelope feeder Lifter Drive RM2-0895-000CN For instructions: Removal and
Assembly (M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Sheet Feeder stand Lifter Drive RM2-0948-000CN For instructions: Removal and
Assembly (M3401) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

3x550 Sheet Feeder Lifter Drive RM2-0948-000CN For instructions:

Assembly (M3401)
Removal and replacement: 3x550
3x550 Upper, middle and lower trays. upper cassette lifter drive
assembly See the Repair Service
2,550 Upper cassette tray Manual for this product.

Removal and replacement: 3x550

middle cassette lifter drive
assembly See the Repair Service
Manual for this product.

Removal and replacement: 3x550

lower cassette lifter drive
assembly See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand 2,000 sheet RM2-0948-000CN Removal and replacement: 2,550
deck Lifter Drive Assembly (M3401) upper cassette lifting drive
assembly See the Repair Service
Manual for this product.

for instructions: Removal and

replacement: 2,550, 2,000 sheet deck
tray lifting drvie assembly See
the Repair Service Manual for this
product.

3. If the error persists, replace the Feeder Controller PCA Assembly.

Table 6-129 Parts

Part Name Part Number Instructions link

1x550 Input Tray Controller PCA RM2–8767-000CN For instructions: Removal and
replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

Recommended action for call-center agents and onsite technicians 409

 Table 6-129 Parts (continued)

Part Name Part Number Instructions link

1x550 Envelope feeder Controller PCA RM2-8785-000CN For instructions: Removal and
replacement: 1x550 Controller
PCA See the Repair Service Manual
for this product.

1x550 Sheet Feeder stand Controller RM2-8827-000CN For instructions: Removal and
PCA replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

3x550 Sheet Feeder Controller PCA RM2-8807-000CN For instructions: Removal and
replacement: 3x550 - sheet feeder
controller PCA See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand Controller RM2-9020-000CN for instructions: Removal and
PCA replacement: 2550 Controller PCA See
the Repair Service Manual for this
product.

60.01.04
Tray 4 lifting error.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

Recommended action for call-center agents and onsite technicians

1. Re-seat connector on the Feeder Controller/HCI Controller PCA assembly from the lifter drive
assembly.

410 Chapter 6 Numerical control panel messages

2. If the error persists, replace the Lifter drive Assembly based on the input tray.

Table 6-130 Parts

Part Name Part Number Instructions link

1x550 Input Tray Lifter Drive Assembly RM2-0895-000CN For instructions: Removal and
(M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Envelope feeder Lifter Drive RM2-0895-000CN For instructions: Removal and
Assembly (M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Sheet Feeder stand Lifter Drive RM2-0948-000CN For instructions: Removal and
Assembly (M3401) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

3x550 Sheet Feeder Lifter Drive RM2-0948-000CN For instructions:

Assembly (M3401)
Removal and replacement: 3x550
3x550 Upper, middle and lower trays. upper cassette lifter drive
assembly See the Repair Service
2,550 Upper cassette tray Manual for this product.

Removal and replacement: 3x550

middle cassette lifter drive
assembly See the Repair Service
Manual for this product.

Removal and replacement: 3x550

lower cassette lifter drive
assembly See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand 2,000 sheet RM2-0948-000CN Removal and replacement: 2,550
deck Lifter Drive Assembly (M3401) upper cassette lifting drive
assembly See the Repair Service
Manual for this product.

for instructions: Removal and

replacement: 2,550, 2,000 sheet deck
tray lifting drvie assembly See
the Repair Service Manual for this
product.

3. If the error persists, replace the Feeder Controller PCA Assembly.

Table 6-131 Parts

Part Name Part Number Instructions link

1x550 Input Tray Controller PCA RM2–8767-000CN For instructions: Removal and
replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

1x550 Envelope feeder Controller PCA RM2-8785-000CN For instructions: Removal and
replacement: 1x550 Controller
PCA See the Repair Service Manual
for this product.

Recommended action for call-center agents and onsite technicians 411

 Table 6-131 Parts (continued)

Part Name Part Number Instructions link

1x550 Sheet Feeder stand Controller RM2-8827-000CN For instructions: Removal and
PCA replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

3x550 Sheet Feeder Controller PCA RM2-8807-000CN For instructions: Removal and
replacement: 3x550 - sheet feeder
controller PCA See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand Controller RM2-9020-000CN for instructions: Removal and
PCA replacement: 2550 Controller PCA See
the Repair Service Manual for this
product.

60.01.05
Tray 5 lifting error.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

Recommended action for call-center agents and onsite technicians

1. Re-seat connector on the Feeder Controller/HCI Controller PCA assembly from the lifter drive
assembly.

2. If the error persists, replace the Lifter drive Assembly based on the input tray.

Table 6-132 Parts

Part Name Part Number Instructions link

1x550 Input Tray Lifter Drive Assembly RM2-0895-000CN For instructions: Removal and
(M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

412 Chapter 6 Numerical control panel messages

 Table 6-132 Parts (continued)

Part Name Part Number Instructions link

1x550 Envelope feeder Lifter Drive RM2-0895-000CN For instructions: Removal and
Assembly (M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Sheet Feeder stand Lifter Drive RM2-0948-000CN For instructions: Removal and
Assembly (M3401) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

3x550 Sheet Feeder Lifter Drive RM2-0948-000CN For instructions:

Assembly (M3401)
Removal and replacement: 3x550
3x550 Upper, middle and lower trays. upper cassette lifter drive
assembly See the Repair Service
2,550 Upper cassette tray Manual for this product.

Removal and replacement: 3x550

middle cassette lifter drive
assembly See the Repair Service
Manual for this product.

Removal and replacement: 3x550

lower cassette lifter drive
assembly See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand 2,000 sheet RM2-0948-000CN Removal and replacement: 2,550
deck Lifter Drive Assembly (M3401) upper cassette lifting drive
assembly See the Repair Service
Manual for this product.

for instructions: Removal and

replacement: 2,550, 2,000 sheet deck
tray lifting drvie assembly See
the Repair Service Manual for this
product.

3. If the error persists, replace the Feeder Controller PCA Assembly.

Table 6-133 Parts

Part Name Part Number Instructions link

1x550 Input Tray Controller PCA RM2–8767-000CN For instructions: Removal and
replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

1x550 Envelope feeder Controller PCA RM2-8785-000CN For instructions: Removal and
replacement: 1x550 Controller
PCA See the Repair Service Manual
for this product.

1x550 Sheet Feeder stand Controller RM2-8827-000CN For instructions: Removal and
PCA replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

3x550 Sheet Feeder Controller PCA RM2-8807-000CN For instructions: Removal and
replacement: 3x550 - sheet feeder
controller PCA See the Repair Service
Manual for this product.

Recommended action for call-center agents and onsite technicians 413

 Table 6-133 Parts (continued)

Part Name Part Number Instructions link

2,550 Sheet Feeder stand Controller RM2-9020-000CN for instructions: Removal and
PCA replacement: 2550 Controller PCA See
the Repair Service Manual for this
product.

60.01.06
Tray 6 lifting error.

Recommended action for customers

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

NOTE: You can determine the tray number from the last digit in the error number. For example:

● 60.00.02 or 60.01.02 = Tray 2

● 60.00.03 or 60.01.03 = Tray 3

1. Open the failing tray and remove all paper from the tray.

2. Close the tray to check if the error persists.

3. Reload the paper and test the printer.

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

Recommended action for call-center agents and onsite technicians

1. Re-seat connector on the Feeder Controller/HCI Controller PCA assembly from the lifter drive
assembly.

2. If the error persists, replace the Lifter drive Assembly based on the input tray.

Table 6-134 Parts

Part Name Part Number Instructions link

1x550 Input Tray Lifter Drive Assembly RM2-0895-000CN For instructions: Removal and
(M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Envelope feeder Lifter Drive RM2-0895-000CN For instructions: Removal and
Assembly (M3601) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

1x550 Sheet Feeder stand Lifter Drive RM2-0948-000CN For instructions: Removal and
Assembly (M3401) replacement: 1x550 Lifter drive
assembly See the Repair Service
Manual for this product.

414 Chapter 6 Numerical control panel messages

 Table 6-134 Parts (continued)

Part Name Part Number Instructions link

3x550 Sheet Feeder Lifter Drive RM2-0948-000CN For instructions:

Assembly (M3401)
Removal and replacement: 3x550
3x550 Upper, middle and lower trays. upper cassette lifter drive
assembly See the Repair Service
2,550 Upper cassette tray Manual for this product.

Removal and replacement: 3x550

middle cassette lifter drive
assembly See the Repair Service
Manual for this product.

Removal and replacement: 3x550

lower cassette lifter drive
assembly See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand 2,000 sheet RM2-0948-000CN Removal and replacement: 2,550
deck Lifter Drive Assembly (M3401) upper cassette lifting drive
assembly See the Repair Service
Manual for this product.

for instructions: Removal and

replacement: 2,550, 2,000 sheet deck
tray lifting drvie assembly See
the Repair Service Manual for this
product.

3. If the error persists, replace the Feeder Controller PCA Assembly.

Table 6-135 Parts

Part Name Part Number Instructions link

1x550 Input Tray Controller PCA RM2–8767-000CN For instructions: Removal and
replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

1x550 Envelope feeder Controller PCA RM2-8785-000CN For instructions: Removal and
replacement: 1x550 Controller
PCA See the Repair Service Manual
for this product.

1x550 Sheet Feeder stand Controller RM2-8827-000CN For instructions: Removal and
PCA replacement: 1x550 controller
PCA See the Repair Service Manual
for this product.

3x550 Sheet Feeder Controller PCA RM2-8807-000CN For instructions: Removal and
replacement: 3x550 - sheet feeder
controller PCA See the Repair Service
Manual for this product.

2,550 Sheet Feeder stand Controller RM2-9020-000CN for instructions: Removal and
PCA replacement: 2550 Controller PCA See
the Repair Service Manual for this
product.

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

62.* errors 415

 Recommended action for customers

1. Turn the printer off, and then on.

2. Upgrade the firmware.

For the latest firmware versions, go to HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

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

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded
Web Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP
address.

62.00.00 No system To continue turn off then on

The printer experienced an internal system failure.

Recommended action
1. Turn the printer off, then on.

2. If the error persists, reload the firmware. If the error still persists, perform a firmware upgrade.

3. If the firmware upgrade does not resolve the problem, replace the hard disk.

65.X0.AZ error messages

65.* errors
Errors in the 65.* family are related to output accessories.

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

416 Chapter 6 Numerical control panel messages

 3. If the error persists, replace the output accessory.

66.WX.YZ error messages

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

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists,
contact your HP-authorized service or support provider, or contact HP support at www.hp.com/go/
contactHP.

1. Turn the printer off, and then on.

2. Verify the output accessory is correctly connected to the printer.

3. If the error persists, replace the output accessory.

66.00.77 Output accessory failure

The output device experienced an internal communication malfunction

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the output accessory controller PCA.

Part number: RM2-8847-000CN

For instructions: Removal and replacement: SSMBM Controller PCA See the Repair Service Manual
for this product.

66.00.0A Output accessory failure

STOP_CONTROL timeout error.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

66.* errors 417

 Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the output accessory controller PCA.

Part number: RM2-8847-000CN

For instructions: Removal and replacement: SSMBM Controller PCA See the Repair Service Manual
for this product.

66.80.01 and 66.80.02 device failure

An external paper handling accessory error has occurred.

● 66.80.01 Y-align malfunction

● 66.80.02 Jogger malfunction

Recommended action for customers

1. Check the output device for any paper jams or obstructions. Clear paper jams and debris as
needed.

2. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Use the following to help resolve the issue.

1. Check the output device for any paper jams or obstructions. Clear paper jams and debris as
needed.

2. Turn the printer off, and then on.

3. Disconnect J401 and check for the error 66.80.01. If the error is 66.80.01 reconnect the cable and
continue with the following steps.

4. Disconnect J301 (upper feeder assembly). If the printer is booting up and shows the stacker right
door is open (which if normal for that sensor), and no more 66.80.01 error. Replace the jogger
assembly first.

Part number: RM2-1066-000CN

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

5. If the printer still shows the error 66.80.01 replace the upper feeder assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

66.80.03, 66.80.19, 66.80.20 or 66.80.35 device failure

A stapler error has occurred in the external paper handling accessory.

418 Chapter 6 Numerical control panel messages

 ● 66.80.03 Stapler malfunction

● 66.80.19 Stapler malfunction

● 66.80.20 The staple jaw is unable to close, most likely due to a jammed staple.

● 66.80.35 Self priming malfunction

Recommended action for customers

1. Check the output device for any paper jams or obstructions. Clear paper jams and debris as
needed.

2. Remove the staple cartridge and check for jammed staples. Clear all jammed staples.

3. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Check the output device for any paper jams or obstructions. Clear paper jams and debris as
needed.

2. Remove the staple cartridge and check for jammed staples. Clear all jammed staples.

3. Turn the printer off, and then on.

4. If the error persists, replace the stapler.

Part number: RK2-8148-000CN

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

66.80.17 device failure

An external paper handling accessory error has occurred.

● 66.80.17 Fan malfunction

Recommended action for customers

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the fan.

Part number: RK2-8153-000CN

Recommended action for customers 419

 For instructions: Removal and replacement: SSMBM Fan See the Repair Service Manual for this
product.

66.80.21, 66.80.22, 66.80.23, and 66.80.33 device failure

An external paper handling accessory error has occurred.

● 66.80.21 Lift up malfunction

● 66.80.22 Lift down malfunction

● 66.80.23 Lift sensor malfunction

● 66.80.33 Alienation malfunction

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the upper paper feed assembly.

Part number: RM2-1067-000CN

For instructions: Removal and replacement: Upper paper feed assembly See the Repair Service
Manual for this product.

70.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

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

420 Chapter 6 Numerical control panel messages

 1. Turn the printer off, and then on.

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

70.00.00 Error To continue turn off then on

DC controller failure.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, replace the DC controller.

NOTE: Make sure to order the correct part number for the printer.

Table 6-136 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the error persists, disconnect and reconnect the cables on the DC controller.

3. If the error persists, replace the DC controller PCA.

NOTE: Make sure to order the correct part number for the printer.

70.00.00 Error To continue turn off then on 421

 Table 6-137 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

80.WX.YZ, 81.WX.YZ, 82.WX.YZ error messages

80.0X.YZ Embedded Jetdirect Error
An Embedded HP JetDirect print server critical error has occurred.

● 80.01.80 (event log) No heartbeat

● 80.01.81 (event log) Reclaim time-out

● 80.01.82 (event log) Invalid data length

● 80.01.8B (event log) Invalid max outstanding packet header field

● 80.01.8C (event log) Invalid channel mapping response

● 80.03.01 (event log) No PGP buffers

● 80.03.02 (event log) Channel table full

● 80.03.03 (event log) Producer index not reset

● 80.03.04 (event log) Consumer index not reset

● 80.03.05 (event log) Queue position size too small

● 80.03.06 (event log) Transport overflow

● 80.03.07 (event log) No overflow packets

● 80.03.08 (event log) Invalid identify response

● 80.03.09 (event log) Invalid channel map return status

● 80.03.10 (event log) Invalid reclaim return status

● 80.03.12 (event log) Datagram invalid buffer

● 80.03.13 (event log) Max stream channels

422 Chapter 6 Numerical control panel messages

 ● 80.03.14 (event log) Max datagram channels

● 80.03.15 (event log) Card reset failed

● 80.03.16 (event log) Self-test failure

● 80.03.17 (event log) Unknown PGP packet

● 80.03.18 (event log) Duplicate I/O channel

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. Turn off the printer, and then reconnect the Ethernet cable to the Ethernet port on the printer and
on the router.

5. Turn on the printer.

6. If the error is present only with network cable connected, try using another Ethernet cable or check
the network settings.

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

Recommended action for call-agents

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. If the error is present only with network cable connected, try using another cable or check the
network settings.

5. If the error persists, replace the formatter.

Table 6-138 Formatter part numbers

Description Part number

Formatter (main logic) PC board assembly J8J61-60001

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

Recommended action for customers 423

 1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. If the error is present only with network cable connected, try using another cable or check the
network settings.

5. If the error persists, replace the formatter.

Table 6-139 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

81.WX.YZ EIO Error To continue turn off then on

An external I/O card has failed on the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. Turn off the printer, and then reconnect the Ethernet cable to the Ethernet port on the printer and
on the router.

5. Turn on the printer.

6. If the error is present only with network cable connected, try using another Ethernet cable or check
the network settings.

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

424 Chapter 6 Numerical control panel messages

Recommended action for call-center agents
Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. Turn off the printer, and then reconnect the Ethernet cable, and then turn on the printer.

5. If the error is present only with network cable connected, try using another cable or check the
network settings.

6. If the error persists, replace the formatter.

Use the table below to order the correct part number for the printer.
Table 6-140 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Press the power button to turn off the printer.

2. Disconnect the network (Ethernet) cable.

3. Press the power button to turn on the printer.

4. Turn off the printer, and then reconnect the network (Ethernet) cable, and then turn on the printer.

5. If the error is present only with network cable connected, try using another cable or check the
network settings.

Recommended action for call-center agents 425

 6. If the error persists, replace the formatter.

IMPORTANT: Do not replace the formatter, the DC controller, and the hard disk drive during a
single product servicing. Doing so might cause the printer to become unstable or inoperable.

Table 6-141 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

81.09.00 Error
Internal Jetdirect Inside Networking event.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents and onsite technician

Follow these troubleshooting steps in the order presented.

1. Verify that the issue occurs with the latest version of firmware.

a. Obtain the latest public firmware version for the device from hp.com.

b. Update the device firmware.

c. The device will reboot during the firmware update process.

d. If available (from HP Advance Technical Support), obtain the latest interim version of firmware
to perform the same update test.

e. If the issue persists, continue with the next troubleshooting step.

426 Chapter 6 Numerical control panel messages

 2. Verify that the issue occurs when the device has the latest firmware and is not connected to the
network.

a. Disconnect the network cable from the network I/O port on the device.

b. Turn the printer off, and then on.

c. If the error persists, continue with the next troubleshooting step.

3. Verify that the issue occurs when disconnected from the network and with default configuration.

a. Run a partial clean.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-
state drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet
Managed - Various methods to clean the hard disk drives or solid-state drives.
b. If the error persists, continue with the next troubleshooting step.

4. Call center agents: Dispatch an onsite technician to re-establish the trusted platform module state
in the printer.

IMPORTANT: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered
is only available for adding a level of security on a device that never had a TPM paired from the
factory. A new TPM cannot be installed for security reasons.

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO
card, or an external hard disk.

● 82.00.00 error: Memory Error.

● 82.73.45 error: Memory Error. Disk successfully cleaned. Event log only.

● 82.73.46 error: Memory Error. A hard disk or compact flash disk cleaning failed. Usually caused by a
failure of the disk hardware. Event log only.

● 82.73.47 error: Memory Error. Some of sanitized disk did not correctly verify. Event log only.

Recommended action for customers

Customer actions for 80.* errors.

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

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

82.* errors 427

 Recommended action for call center agents
Call center agent actions for 80.* errors.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

5. If the error persists, dispatch an onsite technician (no replacement parts required).

Recommended action for call center agents

Call center agent actions for 80.* errors.

428 Chapter 6 Numerical control panel messages

 1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. If the error persists, perform a Partial Clean procedure using the Preboot menu.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Partial Clean, and then press the OK button.

e. Press the OK button again.

f. Press the back button once to highlight Continue, and then press the OK button.

g. The printer automatically initializes and then returns to a Ready state.

4. If the error persists, perform a Format Disk procedure using the Preboot menu, and then upgrade
the firmware to the latest version.

NOTE: For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet
Enterprise, HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state
drives" (ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed -
Various methods to clean the hard disk drives or solid-state drives.

a. Turn the printer on.

b. Press the HP logo that displays in the middle of the screen when you see the 1/8 under the
logo.

c. Press the down arrow button to highlight Administrator, and then press the OK button.

d. Press the down arrow button to highlight Format Disk, and then press the OK button.

e. Press the OK button again.

f. Wait for the printer to automatically initialize. The message 99.09.67 appears on the control
panel.

g. Reload the firmware using a USB flash drive. See 99.09.67 error for more information.

82.0x.YZ Internal disk device failure

The internal disk failed on the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

82.0x.YZ Internal disk device failure 429

 2. Check if the error persists.

3. If the error persists, turn off the printer, and then disconnect the power cable.

4. Remove the Hard disk drive (HDD), and then reinstall the HDD.

NOTE: Do not replace the Hard disk drive.

For instructions:

● Go to Removal and replacement: Hard disk drive

or

● Watch the following video: How to replace the Hard disk drive.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

For instructions, watch the following video: How to replace the Hard disk drive.

3. Check if the printer boots to an error state, and then see the following information before
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

430 Chapter 6 Numerical control panel messages

 6. Update the printer firmware using the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, replace the Hard disk drive.

NOTE: The M631dn and M634dn printer models are shipped with the eMMC installed by default, all
other printer models have a HDD.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Table 6-142 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

For instructions, watch the following video: How to replace the Hard disk drive.

3. Check if the printer boots to an error state, and then see the following information before
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed). Any installed workflow solutions be present will be deleted
after a Format Disk, and will require reloading and setup by the customer.

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

Recommended action for onsite technicians 431

 c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware using the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, replace the Hard disk drive.

NOTE: The M631dn and M634dn printer models are shipped with the eMMC installed by default, all
other printer models have a HDD.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Table 6-143 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

8. If the issue persists, elevate the issue using your country/region support process.

82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.

Recommended action
See recommended action.

■ No action necessary.

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

This error is usually caused by a failure of the disk hardware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the product off, and then on.

432 Chapter 6 Numerical control panel messages

 2. Reload the printer firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

90.WX.YZ error messages

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

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

1. Turn the printer off, and then on.

2. If the error persists, dispatch an onsite technician.

Recommended action for onsite technicians

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

1. Turn the printer off by holding down the power button for at least 10 seconds.

2. Check the connectors on the control panel. Reseat them if necessary.

3. Turn the printer on. If the status LED on the formatter is yellow instead of green, the control panel
might be defective. Replace the control panel.

Recommended action for call-center agents and onsite technicians 433

 90.0F.06
Pre–boot error after hardware replacement.

This message is a normal part of booting up and establishing communication with the control panel.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if service was performed on the printer prior to the reported event.

3. If a hardware component was changed and caused this issue, remove the component and replace
it with the original part being replaced.

Reinstalling the original part might resolve the issue.

4. If the error persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-144 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. Check if service was performed on the printer prior to the reported event.

434 Chapter 6 Numerical control panel messages

 3. If a hardware component was changed and caused this issue, remove the component and replace
it with the original part being replaced.

Reinstalling the original part might resolve the issue.

4. If the issue persists, disconnect and reconnect all the cables on the DC controller.

5. If the issue persists, replace the DC Controller PCA.

NOTE: Make sure to order the correct part number for the printer.

Table 6-145 DC controller PCA part numbers

Description /Printer models Part numbers

DC controller PC board assembly RM2-9493-000CN

For printers models:M631/M632/M633/E62555/E62565/

E62575

DC controller RM3-8458-000CN

For printer models: M634/M635/M636/ M637

DC controller PCA RM3-7621-000CN

For printer models: E62655/E62665/E62675

For instructions: Removal and replacement: DC Controller See the Repair Service Manual for this
product.

90.15.00
The video interface has been detected.

Communication with the control panel has been detected.

This message is a normal part of booting up and establishing communication with the control panel.

Recommended action
■ No action necessary.

90.15.01
The video interface has NOT been detected.

Communication with the control panel has not been established in the expected time frame. The control
panel likely will not display correctly.

Recommended action
1. Turn the printer off, and then on.

2. Turn the printer off by holding down the power button for at least 10 seconds.

3. Ensure that the control panel connectors on control panel are correctly seated.

4. Turn the printer on. If formatter status LED is yellow, the control panel may be defective.

90.15.00 435
 5. Replace the control panel.

98.0X.0Y error messages

98.00.0c
Data corruption has occurred and fails to mount partition.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware to the latest version.

a. Go to Software and Driver Downloads (https://support.hp.com/us-en/drivers), and then click

the Printer icon.

b. Enter your printer model, and then click Submit.

c. Expand the Firmware section, and then click Download to download the latest firmware
version.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the 98.00.0c event is intermittent or persistent and perform the appropriate task.

● For intermittent 98.00.0c event error, do the following:

a. Print or view the printer Event log.

b. Check if a 49.38.0C or 49.38.0D error is present in the Event log.

c. If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in
WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A
49.38.0C or 49.38.0D error displays on the printer control panel or in the Event Log
(Service Action Advisory).
d. If 49.38.0C or 49.38.0D errors are NOT present, download the printer firmware using a USB
flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

436 Chapter 6 Numerical control panel messages

 ● For persistent 98.00.0c event error, do the following:

■ Download the printer firmware using a USB flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. Check if the printer boots to an error state, and then see the following information about
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

7. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Table 6-146 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

Recommended action for call-center agents 437

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the 98.00.0c event is intermittent or persistent and perform the appropriate task.

● For intermittent 98.00.0c event error, do the following:

a. Print or view the printer Event log.

b. Check if a 49.38.0C or 49.38.0D errors are present

c. If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in
WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A
49.38.0C or 49.38.0D error displays on the printer control panel or in the Event Log
(Service Action Advisory).
d. If 49.38.0C or 49.38.0D errors are NOT present, download the printer firmware using a USB
flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

● For persistent 98.00.0c event error, do the following:

■ Download the printer firmware using a USB flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. Check if the printer boots to an error state, and then see the following information before
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

438 Chapter 6 Numerical control panel messages

 c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

7. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Table 6-147 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

8. If the issue persists, elevate the issue using your country/region support process.

98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

98.00.01 or 98.01.00 Corrupt data in firmware volume 439

 2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the 98.00.0c event is intermittent or persistent, and then perform the appropriate task.

● For intermittent 98.00.0c event error, do the following:

a. Print or view the printer Event log.

b. Check if a 49.38.0C or 49.38.0D error is present in the Event log.

c. If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in
WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A
49.38.0C or 49.38.0D error displays on the printer control panel or in the Event Log
(Service Action Advisory).
d. If 49.38.0C or 49.38.0D errors are NOT present, download the printer firmware using a USB
flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

● For persistent 98.00.0c event error, do the following:

■ Download and update the printer firmware using a USB flash drive.

440 Chapter 6 Numerical control panel messages

 For instructions, go to HP Enterprise, HP Managed - Update the printer firmware
(ish_4158468-4158516-16).

3. Check if the printer boots to an error state, and then review the following information about
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

7. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-148 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

Recommended action for call-center agents 441

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the 98.00.0c event is intermittent or persistent and perform the appropriate task.

● For intermittent 98.00.0c event error, do the following:

a. Print or view the printer Event log.

b. Check if a 49.38.0C or 49.38.0D error is present in the Event log.

c. If 49.38.0C and/or 49.38.0D errors are present, refer the following support document in
WISE: ish_8742720-8736298-16

HP LaserJet Enterprise MFP M528, M577, M634, M635, M636, M637, M681, M682, Managed
MFP E52645, E57540, E62655, E62665, E62675, E67550, E67560, E67650, E67660 - A
49.38.0C or 49.38.0D error displays on the printer control panel or in the Event Log
(Service Action Advisory).
d. If 49.38.0C or 49.38.0D errors are NOT present, download the printer firmware using a USB
flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

● For persistent 98.00.0c event error, do the following:

■ Download the printer firmware using a USB flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. Check if the printer boots to an error state, and then see the following information about
performing a Format Disk.

NOTE: After performing a "Format Disk", the printer is not bootable. Customer-defined settings,
third-party solutions, firmware files, and the operating system are deleted. After this action, a
99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

442 Chapter 6 Numerical control panel messages

 b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

7. If the error persists, replace the Hard disk drive.

WARNING! Do Not replace the printer formatter to resolve this issue.

Table 6-149 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

8. If the issue persists, elevate the issue using your country/region support process.

98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.

Recommended action for customers

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

1. Turn the printer off, and then on.

2. Download and install the latest firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

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

Recommended action for call-center agents and onsite technicians

Follow these troubleshooting steps in the order presented.

98.00.03 Corrupt data in the configuration volume 443

 1. Turn the printer off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.

Recommended action
1. Turn the printer off, and then on.

2. Make sure the printer is running the most current version of firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

3. Rerun the file erase function.

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

98.03.11
Partition manager error

Machine Data partition lost all data.

Recommended action
1. Turn the printer off, and then on.

2. Ensure the firmware is the latest version.

3. Reinstall the firmware.

99.WX.YZ error messages

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

Recommended action for customers

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

444 Chapter 6 Numerical control panel messages

 1. Make sure the connection to the network is good, and then try the firmware upgrade again.

2. If the error persists, try using the USB upgrade method.

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

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

Recommended action for call-center agents and onsite technicians

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

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

3. If the error persists, run the Format Disk process from the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.

This is a CRC error in the firmware image (bad image).

Recommended action
■ Download the firmware upgrade file, and then attempt the upgrade again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.00.02 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

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

Recommended action
Follow these troubleshooting steps in the order presented.

The most common cause is an issue with the network environment.

Recommended action for call-center agents and onsite technicians 445

 1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

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

99.00.03 Upgrade not performed error writing to disk

A remote firmware upgrade (RFU) was not performed.

This is a disk error. It might indicate a problem or a hard disk drive failure. It might be necessary to check
the connection to the hard disk drive or replace the hard disk drive.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware to the latest version.

a. Go to Software and Driver Downloads (https://support.hp.com/us-en/drivers), and then click

the Printer icon.

b. Enter your printer model, and then click Submit.

c. Expand the Firmware section, and then click Download to download the latest firmware
version.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

446 Chapter 6 Numerical control panel messages

 HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-150 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

Recommended action for onsite technicians 447

 3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, use the Preboot menu to perform a hard disk drive diagnostic test.

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Diagnostics.

c. Except for option 6 Disk, select each diagnostic option, and then select Do not Run item to
exclude the Disk diagnostic when executing multiple diagnostics.

d. Select option 6 Disk, and then select d Smart drive to help anticipate disk failures (SMART
status).

448 Chapter 6 Numerical control panel messages

 e. Select OK.

f. Scroll down and select the Run Selected item to start the test.

5. If any errors are encountered or if the error persists, replace the hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-151 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

6. If the issue persists, elevate the issue using your country/region support process.

99.00.04 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
Follow these troubleshooting steps in the order presented.

1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

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

99.00.05 Upgrade not performed timeout during receive

A remote firmware upgrade (RFU) was not performed.

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

99.00.04 Upgrade not performed timeout during receive 449

 Recommended action
1. Make sure that there is a good network connection to the product, and then attempt the firmware
upgrade again.

NOTE: If the upgrade is being performed over the network, check the link light on the ethernet
connection on the printer formatter. Make sure that one light is solid and the other is blinking, which
signals that data is passing over the ethernet connection. This is an indication of a good physical
connection.

2. If the error persists, use the USB upgrade method.

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

99.00.06 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading the header number and size.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware to the latest version.

a. Go to Software and Driver Downloads (https://support.hp.com/us-en/drivers), and then click

the Printer icon.

b. Enter your printer model, and then click Submit.

c. Expand the Firmware section, and then click Download to download the latest firmware
version.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

450 Chapter 6 Numerical control panel messages

 HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-152 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

Recommended action for onsite technicians 451

 3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, use the Preboot menu to perform a hard disk drive diagnostic test.

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Diagnostics.

c. Except for option 6 Disk, select each diagnostic option, and then select Do not Run item to
exclude the Disk diagnostic when executing multiple diagnostics.

d. Select option 6 Disk, and then select d Smart drive to help anticipate disk failures (SMART
status).

452 Chapter 6 Numerical control panel messages

 e. Select OK.

f. Scroll down and select the Run Selected item to start the test.

5. If any errors are encountered or if the error persists, replace the hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-153 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

6. If the issue persists, elevate the issue using your country/region support process.

99.00.07 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading the rest of the header.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware to the latest version.

a. Go to Software and Driver Downloads (https://support.hp.com/us-en/drivers), and then click

the Printer icon.

b. Enter your printer model, and then click Submit.

c. Expand the Firmware section, and then click Download to download the latest firmware
version.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

99.00.07 Upgrade not performed error reading upgrade 453

 2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-154 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

454 Chapter 6 Numerical control panel messages

 For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, use the Preboot menu to perform a hard disk drive diagnostic test.

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

Recommended action for onsite technicians 455

 ● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Diagnostics.

c. Except for option 6 Disk, select each diagnostic option, and then select Do not Run item to
exclude the Disk diagnostic when executing multiple diagnostics.

d. Select option 6 Disk, and then select d Smart drive to help anticipate disk failures (SMART
status).

e. Select OK.

f. Scroll down and select the Run Selected item to start the test.

5. If any errors are encountered or if the error persists, replace the hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-155 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

6. If the issue persists, elevate the issue using your country/region support process.

99.00.08 Upgrade not performed error reading upgrade

A remote firmware upgrade (RFU) was not performed.

This is an unexpected read error when reading image data.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, update the printer firmware to the latest version.

a. Go to Software and Driver Downloads (https://support.hp.com/us-en/drivers), and then click

the Printer icon.

b. Enter your printer model, and then click Submit.

c. Expand the Firmware section, and then click Download to download the latest firmware
version.

456 Chapter 6 Numerical control panel messages

 For instructions, go to HP Enterprise, HP Managed - Update the printer firmware
(ish_4158468-4158516-16).

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

4. If the error persists, replace the Hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Recommended action for call-center agents 457

 Table 6-156 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

For instructions: Removal and replacement: Hard-disk drive (HDD) See the Repair Service Manual
for this product..

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the issue persists, download and update the printer firmware.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu.

NOTE: The printer is unusable until the firmware is installed.

458 Chapter 6 Numerical control panel messages

 For instructions, go to HP Enterprise, HP Managed - Update the printer firmware
(ish_4158468-4158516-16).

4. If the error persists, use the Preboot menu to perform a hard disk drive diagnostic test.

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Diagnostics.

c. Except for option 6 Disk, select each diagnostic option, and then select Do not Run item to
exclude the Disk diagnostic when executing multiple diagnostics.

d. Select option 6 Disk, and then select d Smart drive to help anticipate disk failures (SMART
status).

e. Select OK.

f. Scroll down and select the Run Selected item to start the test.

5. If any errors are encountered or if the error persists, replace the hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-157 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

6. If the issue persists, elevate the issue using your country/region support process.

99.00.09 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled.

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

99.00.09 Upgrade canceled by user 459

 99.00.10 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

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

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

99.00.11 Upgrade canceled by user

A remote firmware upgrade (RFU) was not performed.

The RFU was canceled when reading the rest of the header, after reading the header number and size.

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

99.00.12 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.13 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.14 Upgrade not performed the file is invalid

A remote firmware upgrade (RFU) was not performed.

The file is invalid.

460 Chapter 6 Numerical control panel messages

Recommended action
1. Download the remote firmware upgrade (RFU) file again.

Make sure that you download the file for the correct printer model.
For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

2. Resend the RFU.

99.00.2x
There is a compatibility issue with the firmware.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
Follow these troubleshooting steps in the order presented.

1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file, and then resend the firmware upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware VersionsFor the more
information, go to: HP Enterprise, HP Managed - Update the printer firmware.

Recommended action 461

 3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

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

99.01.xx
A firmware install error has occurred.

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
Follow these troubleshooting steps in the order presented.

■ Reload the firmware.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions
Firmware update steps,
For the more information, go to: HP Enterprise, HP Managed - Update the printer firmware.

99.02.01
Firmware installation was successful.

Recommended action
See recommended action.

■ No action necessary.

99.02.09
Firmware upgrade cancelled by user.

Recommended action
See recommended action.

■ No action necessary.

99.07.YZ Firmware install error

Fax modem error.

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The finisher installer
encountered an error during installation.

● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware
installation failed. The fax modem installer encountered an error in the repository.

462 Chapter 6 Numerical control panel messages

 ● 99.07.20 The fax modem FW installer could not connect to the fax modem. Firmware installation
failed. The fax modem installer encountered an error while detecting or initializing modem.

● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer
failed to download flash to the modem.

● 99.07.23 Fax modem reset failed.

Recommended action
1. Turn the printer off.

2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on
the formatter chassis and is firmly seated against the formatter board. Turn the printer on.

3. If the error persists, download and reinstall the firmware.

4. If the error persists, perform a Partial Clean:

a. Turn the printer if, and then on.

b. Touch the HP logo that displays in the middle of the screen when you see the “1/8” under the
logo. The Preboot menu will open.

c. Touch the down arrow button to highlight Administrator, and then touch the OK button.

d. Use the down arrow button to highlight Partial Clean, and then touch the OK button.

e. Touch the OK button again.

f. Touch the Back button to highlight Continue, and then touch the OK button.

g. The printer will continue to boot to Ready.

5. If the error persists, replace the fax kit.

New part number: CC487A

For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.

Service part number: CC522-67929

For instructions: Removal and replacement: Fax Kit See the Repair Service Manual for this product.

99.07.22 Firmware install error

This error indicates that the firmware installation failed. It displays on the printer control panel when the
fax modem installer fails to download the installed firmware to the modem.

Recommended action for customers

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

1. Make sure that the network connection is stable and good, and then attempt to update the
firmware again.

2. If the error persists, try to update the firmware at the control panel using a USB flash drive.

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

Recommended action 463

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

Recommended action for call-center agents

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

1. Make sure that the network connection is stable and good, and then attempt to update the
firmware again.

2. If the error persists, try to update the firmware at the control panel using a USB flash drive.

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

3. Use the Format Disk item in the Preboot menu.

CAUTION: Selecting Format Disk removes all data. The system is not bootable after this action
and 99.09.67 displays on the control panel. A firmware download must be performed to return the
system to a bootable state. Should any installed workflow solutions be present they will be deleted
and require reloading and setup by the customer.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. If the issue persists, identify which storage solution is utilized, a hard disk drive (HDD) or embedded
multi-media card (eMMC).

a. Print or view the device configuration page.

b. Reference section Installed Personalities and Options.

c. Reference Internal Disk: Hard Disk: Enabled

d. Reference Hard Disk Encryption Status, “Disk cannot be encrypted” denotes an eMMC
storage device.

5. 5. Depending on the storage solution installed, replace either the hard disk drive (HDD) or
embedded multi-media card (eMMC).

IMPORTANT: WARNING: Do not replace the printer formatter, it will not resolve this issue.

NOTE: Device is unusable until a new boot device is installed.

Hard disk drive (HDD), part number: 5851-6712

Secure hard disk drive (HDD), part number: B5L29-67903
Module 16GB embedded Multimedia Card (eMMC) kit, part number: 5851-6587

Recommended action for onsite technicians

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

1. Make sure that the network connection is stable and good, and then attempt to update the
firmware again.

464 Chapter 6 Numerical control panel messages

 2. If the error persists, try to update the firmware at the control panel using a USB flash drive.

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

3. Use the Format Disk item in the Preboot menu.

CAUTION: Selecting Format Disk removes all data. The system is not bootable after this action
and 99.09.67 displays on the control panel. A firmware download must be performed to return the
system to a bootable state. Should any installed workflow solutions be present they will be deleted
and require reloading and setup by the customer.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
4. If the issue persists, identify which storage solution is utilized, a hard disk drive (HDD) or embedded
multi-media card (eMMC).

a. Print or view the device configuration page.

b. Reference section Installed Personalities and Options.

c. Reference Internal Disk: Hard Disk: Enabled

d. Reference Hard Disk Encryption Status, “Disk cannot be encrypted” denotes an eMMC
storage device.

5. 5. Depending on the storage solution installed, replace either the hard disk drive (HDD) or
embedded multi-media card (eMMC).

IMPORTANT: WARNING: Do not replace the printer formatter, it will not resolve this issue.

NOTE: Device is unusable until a new boot device is installed.

Hard disk drive (HDD), part number: 5851-6712

Secure hard disk drive (HDD), part number: B5L29-67903
Module 16GB embedded Multimedia Card (eMMC) kit, part number: 5851-6587

6. If the issue persists, elevate using your region’s support process.

99.09.60 Unsupported disk

This is a Preboot menu error.

The hard disk currently installed is not recognized or supported by the printer.

Recommended action
■ Install the correct hard disk for this printer.

Do NOT replace the formatter board, it will not resolve this.

99.09.61 Unsupported disk

The hard disk drive installed is not support in this printer.

99.09.60 Unsupported disk 465

 The hard disk drive (HDD) is not encrypted and the printer is configured for an encrypted HDD.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Access the Preboot menu, and then select Lock Disk to lock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

99.09.62 Unknown disk

This error indicates that there is an encryption mismatch between the HDD and the formatter.

This typically happens because an HDD was swapped into a device from another device.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action

NOTE: Do NOT replace the formatter board, it will not resolve this error.

1. Use the Preboot menu to unlock the disk.

a. Access the Preboot menu

b. Turn the product on.

c. Touch the HP logo that displays in the center of the touchscreen until the Preboot menu item
opens.

d. Use the arrow buttons on the touchscreen to navigate the Preboot menu.

e. Touch the OK button to select a menu item.

2. If a disk is to be reused in a different product, execute the Erase and Unlock procedure from the
Preboot menu, and then reload the firmware.

■ From the Preboot menu, open the following menus:

● Administration (select 3)

● Manage Disks (select 6)

466 Chapter 6 Numerical control panel messages

 ● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

99.09.63 Incorrect disk

Expected encrypted hard disk drive is not present.

This is expected behavior when installing a new hard disk drive in a device where the previous hard disk
drive was encrypted.

Recommended action
■ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.

Do NOT replace the formatter board, it will not resolve this.

For instructions on accessing the Preboot menu, see this document: HP LaserJet Enterprise M604,
M605, M606 and HP Color LaserJet Enterprise M552, M553 - Pre-boot menu options.

99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the error persists.

3. If the error persists, turn off the printer, and then disconnect the power cable.

4. Remove the Hard disk drive (HDD), and then reinstall the HDD.

NOTE: Do not replace the Hard disk drive.

For instructions on how to remove and reinstall the hard drive, watch the following video: How to
replace the Hard disk drive.

5. If the error persists, the hard disk drive needs to be replaced. Contact your HP-authorized service
or support provider, or contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

For instructions, watch the following video: How to replace the Hard disk drive.

3. If the issue persists, make sure to review the following information about performing a Format Disk.

WARNING! Selecting Format Disk removes all data.

99.09.63 Incorrect disk 467

 IMPORTANT: After performing a "Format Disk", the printer is not bootable. Customer-defined
settings, third-party solutions, firmware files, and the operating system are deleted. After this
action, a 99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

5. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

6. Update the printer firmware using the Preboot menu when a 99.09.67 error displays on the printer
control panel.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware.

7. If the error persists, replace the Hard disk drive.

NOTE: The M631dn and M634dn printer models are shipped with the eMMC installed by default.
All other printer models have a HDD.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Table 6-158 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

468 Chapter 6 Numerical control panel messages

1. Use the power button to turn off the printer, and then to turn on the printer.

2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

For instructions, watch the following video: How to replace the Hard disk drive.

3. If the issue persists, make sure to review the following information about performing a Format Disk.

WARNING! Selecting Format Disk removes all data.

IMPORTANT: After performing a "Format Disk", the printer is not bootable. Customer-defined
settings, third-party solutions, firmware files, and the operating system are deleted. After this
action, a 99.09.67 error displays on the control panel. A firmware download must be performed.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

4. Use the Preboot menu to perform a Format Disk.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware using the Preboot menu when a 99.09.67 error displays on the
printer control panel.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

5. If the error persists, use the Preboot menu to perform a hard disk drive diagnostic test.

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

Recommended action for onsite technicians 469

 ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Diagnostics.

c. Except for option 6 Disk, select each diagnostic option, and then select Do not Run item to
exclude the Disk diagnostic when executing multiple diagnostics.

d. Select option 6 Disk, and then select d Smart drive to help anticipate disk failures (SMART
status).

e. Select OK.

f. Scroll down and select the Run Selected item to start the test.

6. If any errors are encountered or if the error persists, replace the hard disk drive.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-159 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

99.09.65 Disk data error

Disk data corruption has occurred.

Recommended action
NOTE: Do NOT replace the formatter board, it will not resolve this error.

■ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware
upgrade (RFU).

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.

99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the error persists.

470 Chapter 6 Numerical control panel messages

 3. If the error persists, turn off the printer, and then disconnect the power cable.

4. Remove the Hard disk drive (HDD), and then reinstall the HDD.

NOTE: Do not replace the Hard disk drive.

For instructions on how to remove and reinstall the hard drive, watch the following video: How to
replace the Hard disk drive.

5. If the error persists, the hard disk drive needs to be replaced. Contact your HP-authorized service
or support provider, or contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Print a Configuration page and under the Installed Personalities and Options section, determine the
customer's intended boot device is a Hard disk drive or Embedded multi-media card (eMMC).

M634dn printer model is the only model shipped with the eMMC installed.
2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

Do not replace the hard drive.

For instructions, watch the following video: How to replace the Hard disk drive.

3. Disconnect and reconnect the eMMC component located on the formatter.

a. Use the power button to turn off the printer, wait 30 seconds, and then disconnect the power
cable.

b. Remove the formatter cover

i. On the formatter cover, release two thumb screws (callout 1).

ii. Slide the formatter cover in the direction indicated by the arrow (callout 2) and remove it

Figure 6-229 Release two thumb screws and remove the formatter cover

2
1

c. Locate the eMMC component on the formatter, and then pull it straight off of the formatter to
remove it.

CAUTION: Electrostatic sensitive (ESD) parts. Always touch the sheet-metal chassis to
provide a static ground before touching an ESD-sensitive part.

Recommended action for call-center agents 471

 Figure 6-230 Remove the eMMC component off of the formatter

d. Install the embedded multi-media card (eMMC).

i. Align the connector on the replacement eMMC (callout 1) with the connector on the
formatter (callout 2)

2
1

ii. Push the eMMC on to the formatter to install it.

IMPORTANT: Press on the top part of the eMMC to ensure it is fully seated in the
connector.

472 Chapter 6 Numerical control panel messages

 e. Install the formatter cover.

Slide the formatter cover on to the printer in the direction indicated by the arrow (callout 1), and
then tighten the two thumb screws (callout 2).

Figure 6-231 Slide on the formatter cover and tighten two thumb screws

1
2

f. Connect the power cable, and then use the power button to turn on the printer.

4. If the error persists, replace the hard disk drive or eMMC.

NOTE: Device is unusable until a new boot device is installed.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

Recommended action for call-center agents 473

 Table 6-160 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

Module 16B embedded MultiMedia Card (eMMC) kit 5851-6436

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

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Print a Configuration page and under the Installed Personalities and Options section, determine the
customer's intended boot device is a Hard disk drive or Embedded multi-media card (eMMC).

M634dn printer model is the only model shipped with the eMMC installed.
2. If the error persists, turn off the printer, and then remove and reinstall the Hard disk drive (HDD).

Do not replace the hard drive.

For instructions, watch the following video: How to replace the Hard disk drive.

3. Disconnect and reconnect the eMMC component located on the formatter.

a. Use the power button to turn off the printer, wait 30 seconds, and then disconnect the power
cable.

b. Remove the formatter cover

i. On the formatter cover, release two thumb screws (callout 1).

ii. Slide the formatter cover in the direction indicated by the arrow (callout 2) and remove it

Figure 6-232 Release two thumb screws and remove the formatter cover

2
1

474 Chapter 6 Numerical control panel messages

c. Locate the eMMC component on the formatter, and then pull it straight off of the formatter to
remove it.

CAUTION: Electrostatic sensitive (ESD) parts. Always touch the sheet-metal chassis to
provide a static ground before touching an ESD-sensitive part.

Figure 6-233 Remove the eMMC component off of the formatter

d. Install the embedded multi-media card (eMMC).

i. Align the connector on the replacement eMMC (callout 1) with the connector on the
formatter (callout 2)

2
1

ii. Push the eMMC on to the formatter to install it.

IMPORTANT: Press on the top part of the eMMC to ensure it is fully seated in the
connector.

Recommended action for onsite technicians 475

 e. Install the formatter cover.

Slide the formatter cover on to the printer in the direction indicated by the arrow (callout 1), and
then tighten the two thumb screws (callout 2).

Figure 6-234 Slide on the formatter cover and tighten two thumb screws

1
2

f. Connect the power cable, and then use the power button to turn on the printer.

4. If the error persists, replace the hard disk drive or eMMC.

NOTE: Device is unusable until a new boot device is installed.

WARNING! Do not replace the printer formatter, it will not resolve this issue.

476 Chapter 6 Numerical control panel messages

 Table 6-161 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

Module 16B embedded MultiMedia Card (eMMC) kit 5851-6436

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

99.09.67 Disk is not bootable please download firmware

There is no firmware installed on the hard disk drive.

This is usually the result of installing a new hard disk drive or performing a Clean Disk procedure from
the Preboot menu.

NOTE: When installing a new hard drive or eMMC, the disk should be formatted through the Preboot
menu, BEFORE loading firmware.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Use the power button to turn off the printer, and then to turn on the printer.

2. Check if the error persists.

3. If the error persists, replace the Hard disk drive (HDD).

Follow the instructions with the replacement drive or refer the following documents for instructions:

● Go to Removal and replacement: Hard disk drive

or

● Watch the following video: How to replace the Hard disk drive.

4. If the error persists, verify a compatible hard disk drive (HDD) is installed.

NOTE: The M631dn and M634dn printer models are the only models shipped with the eMMC
installed by default. All other models have a HDD.

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

Recommended action for call-center agents

Follow these troubleshooting steps in the order presented.

1. Download the printer firmware and extract the files using a USB flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

99.09.67 Disk is not bootable please download firmware 477

 2. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the error persists, replace the hard disk drive.

The M631dn and M634dn are the only printer models shipped with the eMMC installed by default. All
other models have a HDD.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-162 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

478 Chapter 6 Numerical control panel messages

 NOTE: As a workaround, it is possible to return the printer to a functional state by enabling the eMMC
as the primary boot device until the HDD can be replaced.

To enable the eMMC as the primary boot device perform the following steps:

1. Access the Preboot menu and then select Administrator.

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see the
1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

2. Select Manage Disk, and then select Boot Device.

3. Select Use Secondary, and then select OK.

4. Use the power button to turn off the printer, and then disconnect the power cable.

5. Disconnect the HDD from the formatter.

6. Use the power button to turn on the printer.

The printer should boot using the eMMC.

Recommended action for onsite technicians

Follow these troubleshooting steps in the order presented.

1. Download the printer firmware and extract the files using a USB flash drive.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

2. If the issue persists, use the Preboot menu to perform a Format Disk.

IMPORTANT: Format Disk removes all data. After performing a "Format Disk", the printer is not
bootable. Customer-defined settings, third-party solutions, firmware files, and the operating system
are deleted. After this action, a 99.09.67 error displays on the control panel. A firmware download
must be performed to return the printer to a bootable state.

HP recommends backing-up printer configuration data before executing a Format Disk to retain
customer-defined settings (if needed).

a. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under the
logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you see
the 1/8 under the logo.

b. Use the arrow buttons to select the Administrator item, and then press the OK button.

If a password is assigned to the administrator, a prompt displays to enter the password.

Recommended action for onsite technicians 479

 c. Use the arrow buttons to select the Format Disk item, and then press the OK button.

d. Press the OK button again.

e. Select Accept to confirm the onscreen message, “Will require new firmware install”.

f. Use the power button to turn off, and then to turn on the printer.

The printer will return to a Preboot menu displaying a 99.09.67 error on the control panel.

g. Update the printer firmware from the Preboot menu using a USB flash drive.

NOTE: The printer is unusable until the firmware is installed.

For instructions, go to HP Enterprise, HP Managed - Update the printer firmware

(ish_4158468-4158516-16).

3. If the error persists, replace the hard disk drive.

The M631dn and M634dn are the only printer models shipped with the eMMC installed by default. All
other models have a HDD.

WARNING! Do not replace the printer formatter to resolve this issue.

Table 6-163 Hard disk drive (HDD) part number

Description Part number

500GB Hard disk drive (With Federal Information 5851-6712

Processing Standards (FIPS) security)

500GB Secure Hard Disk Drive (HDD) assembly B5L29-67903

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

NOTE: As a workaround, it is possible to return the printer to a functional state by enabling the
eMMC as the primary boot device until the HDD can be replaced.

To enable the eMMC as the primary boot device perform the following steps:

a. Access the Preboot menu and then select Administrator.

i. Depending on the printer control panel, follow the appropriate step:

● Non-touchscreen control panel: Press the Cancel button when you see the 1/8 under
the logo.

● Touchscreen control panel: Touch the middle of the control-panel display when you
see the 1/8 under the logo.

ii. Use the arrow buttons to select the Administrator item, and then press the OK button.

b. Select Manage Disk, and then select Boot Device.

c. Select Use Secondary, and then select OK.

d. Use the power button to turn off the printer, and then disconnect the power cable.

480 Chapter 6 Numerical control panel messages

 e. Disconnect the HDD from the formatter.

f. Use the power button to turn on the printer.

The printer should boot using the eMMC.

4. If the issue persists, elevate the issue using your country/region support process.

99.39.64 eMMC Nonfunctional

The eMMC is not functioning.

Recommended action
■ Replace the eMMC.

NOTE: The device is unusable until a new eMMC is installed.

Do NOT replace the formatter board, it will not resolve this issue.

99.39.67 eMMC Not Bootable

Data on the eMMC cannot be secured or encrypted.

When the hard disk drive is installed all data on the eMMC is automatically migrated to the hard disk
drive and erased from the eMMC. As long as the hard disk drive is installed the eMMC is non-functional.

The customer passed the data migration and put the eMMC back in.

Recommended action
1. Download firmware to the eMMC.

2. If the download fails to eMMC, replace the eMMC.

Do NOT replace the formatter board, it will not resolve this.

NOTE: The device is unusable until a new eMMC is installed.

99.39.64 eMMC Nonfunctional 481

 7 Alphabetical control panel messages

Use the following alphabetical message to see further information on the message.

Alphabetical messages
Accept bad signature
The product is performing a remote firmware upgrade and the code signature is invalid.

Recommended action
■ Download the correct firmware upgrade file for the product, and then reinstall the upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Authentication required
A user name and password are required.

Recommended action
■ Type the user name and password, or contact the network administrator.

Bad optional tray connection

The optional tray is not connected, not connected correctly, or a connection is not working correctly.

Recommended action
1. Turn the printer off.

2. Remove and then reinstall the optional tray.

3. If more than one extra 550 Sheet feeder is available swap trays and test again.

4. Remove the tray and inspect the connectors on the tray and printer for damage. If either of them
are broken, have bent pins, or otherwise appear damaged, replace them.

5. Carefully reposition printer base onto the optional tray. HP recommends that two people lift the
printer.

6. If the problem continues, replace the connector for the tray.

550 Sheet feeder upper cable assembly part number: RM2-8880-000CN

482 Chapter 7 Alphabetical control panel messages

 550 Sheet feeder lower cable assembly part number: RM2-8881-000CN
1X550, 3X550 and 2,550 Sheet feeder stand cable assembly part number: RM2-9286-000CN

Canceling...<jobname>
The printer is canceling the current job <jobname>.

Recommended action
See recommended action.

■ No action necessary.

Cartridge low
If this message appears even though the toner cartridge is new, perform the following.

Recommended action
1. Remove, and then reinstall the toner cartridge.

2. Make sure a genuine HP supply is used.

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

Cartridge Memory Abnormal

This message appears even though the toner cartridge is new.

Recommended action
1. Remove, and then reinstall the toner cartridge.

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

Cartridge out
This message appears even though the toner cartridge is new.

Recommended action
1. Remove, and then reinstall the toner cartridge.

2. Make sure a genuine HP supply is used.

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

Checking engine
The printer is conducting an internal test.

Recommended action
See recommended action.

■ No action necessary.

Canceling...<jobname> 483
 Checking paper path
The printer is checking for possible paper jams.

Recommended action
See recommended action.

■ No action necessary.

Chosen personality not available To continue touch “OK”

A print job requested a printer language (personality) that is not available for this printer. The job will not
print and will be cleared from memory.

Recommended action
■ Print the job by using a print driver for a different printer language, or add the requested language to
the printer (if possible). To see a list of available personalities, print a configuration page.

a. From the Home screen on the printer control panel, go to the following menus: Reports >
Configuration/Status Pages

b. Select Configuration Page, then select the Print button to print the pages.

Cleaning
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is
complete.

Recommended action
See recommended action.

■ No action necessary.

Clearing activity log

This message is displayed while the activity log is cleared. The printer exits the menus when the log has
been cleared.

Recommended action
■ No action necessary.

Clearing paper path

The printer is attempting to eject jammed paper.

Recommended action
■ Check the progress at the bottom of the display.

Close left door

The left door is open.

This message appears even though the top left door is closed.

484 Chapter 7 Alphabetical control panel messages

Recommended action for customers

1. Close the left door to allow the printer to attempt to clear the jam.

2. Open then close the left door to ensure it is fully closed.

Recommended action for call-center agents and onsite technicians

1. Close the left door to allow the printer to attempt to clear the jam.

2. Check the projection part on the left door that defeats the left door interlocks. If broken replace the
left door assembly.

Part number: RM2-0850-000CN

For instructions: Removal and replacement: Left door assembly See the Repair Service Manual for
this product.

3. Check SW1 using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset(reset the selected sensor’s state)

d. Test SW2 using folded paper or another object to defect the interlock. If the switch test fails,
replace the laser shutter assembly.

Part number: RM2-6755-000CN

Recommended action for customers 485

 NOTE: Before replacing any parts check connector J308 on the DC controller.

Close right door

The right door is open.

Recommended action for customers

■ Close the right door to allow the printer to attempt to clear the jam.

Recommended action for call-center agents and onsite technicians

1. Close the right door to allow the printer to attempt to clear the jam.

2. Check the projection part on the right door that defeats the right door interlocks. If broken replace
the right door assembly.

Part number: RM2-0849-000CN

For instructions: Removal and replacement: Right door assembly See the Repair Service Manual
for this product.

3. Check SW1 using the manual sensor test.

a. From the home screen on the printer control panel, touch “Support Tools”.

b. Open the following menus:

● Troubleshooting

● Diagnostic Tests

● Manual Sensor Test

c. Select from the following tests:

● All Sensors , Engine Sensors

● Done (return to the Troubleshooting menu)

● Reset(reset the selected sensor’s state)

486 Chapter 7 Alphabetical control panel messages

 d. Test SW1 using folded paper or another object to defect the interlock. If the switch test fails,
replace the laser shutter assembly.

Part number: RM2-6755-000CN

NOTE: Before replacing any parts check connector J321 on the DC controller.

Communication lost
A Communication Lost message appears on the control panel in five different languages.

The communication path from the control panel to the formatter includes the Control Panel, USB cable,
and the formatter.

Recommended action for customers

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

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

Recommended action for call agents

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, check the heartbeat LED on the formatter located on the rear of the printer.

● If the formatter heartbeat LED status flashes yellow, it indicates a communication problem
between the control panel and the formatter. Replace the control panel.

Table 7-1 Control panel part numbers

Description Part number

Control panel assembly B5L47-67018

● If the formatter heartbeat LED status is solid red, it indicates a problem with the formatter.
Replace the formatter.

Communication lost 487

 Table 7-2 Formatter part numbers

Description Part number

Formatter (main logic) PC board J8J61-60001

Recommended action for service technicians

Follow these troubleshooting steps in the order presented.

1. Turn the printer off, and then on.

2. If the issue persists, turn off the printer, and then reseat the USB cable connection in the control
panel.

a. Tilt the control panel forward (callout 1), and then open the document feeder (callout 2).

Figure 7-1 Tilt the control panel forward and open the document feeder

488 Chapter 7 Alphabetical control panel messages

b. Beginning at the right side of the control-panel cover, carefully release five tabs along the top
edge of the cover.

Figure 7-2 Release five tabs

c. Continue to rotate the top edge of the cover away from the printer, and then remove the cover.

Figure 7-3 Remove the cover

Recommended action for service technicians 489

 d. Disconnect and then reconnect the USB cable (callout 2) from the holder.

Figure 7-4 2 connectors (callout 1) and USB cable (callout 2)

3. Press the power button to turn on the printer.

4. If the printer returns to a "Ready" state, verify functionality of the control panel.

5. If the issue persists, turn the printer off.

6. Reseat the J51 connector, HDMI, USB and HIP cables on the formatter.

7. Turn the printer on, and then check if the issue persists.

8. If the issue persists, replace the formatter.

Use the table below to order the correct part number for the printer.
Table 7-3 Formatter part number

Description/ Product models Part number

Formatter (main logic) PC board J8J61-60001

For products: M631, M632, M633, E62555, E62565, E62575

Formatter (main logic) PC board 3GY14-67901

For products: E62655/E62665/E62675

Kit -Formatter 3GY14-67902

For products: E62655/E62665/E62675 (India/China)

490 Chapter 7 Alphabetical control panel messages

 Table 7-3 Formatter part number (continued)

Description/ Product models Part number

Formatter 7PS94-67901

For products: M634, M635, M636, M637 (India/China)

Formatter 7PS94-67902

For products: M634, M635, M636, M637

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

9. If the issue persists, replace the control panel.

Use the table below to order the correct part number.

Table 7-4 Control panel part numbers

Description Part number

Control panel assembly B5L47-67018

For instructions: Removal and replacement: Control panel. See the Repair Service Manual for this
product.

Data received To print last page press “OK”

The printer is waiting for the command to print the last page.

Recommended action
■ Touch the “OK” button on the control panel to print the last page of the job.

Event log is empty

No printer events are in the log.

Recommended action
See recommended action.

■ No action necessary.

Expected drive missing

The printer cannot find the encrypted hard drive.

Recommended action
■ Install the encrypted hard disk drive.

External device initializing

An external device is initializing.

Data received To print last page press “OK” 491

 Recommended action
See recommended action.

■ No action necessary.

Fuser Kit low

10.23.60 (event code)

The printer indicates when a supply is low.

Recommended action
■ Replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

Fuser Kit very low To continue, touch “OK”

10.23.70 (event code)

The printer indicates when a supply is very low.

After an HP supply has reached the very low threshold, the HP premium protection warranty for that
supply has ended.

Recommended action
■ Replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

Gateways failed
There is an incorrect gateways configuration.

Recommended action
■ Use the EIO <X> Jetdirect menu to configure the default gateway.

Genuine HP supply installed

A new genuine HP supply has been installed.

Recommended action
■ Touch the Hide button to remove this message.

492 Chapter 7 Alphabetical control panel messages

Incompatible <Supply>
The indicated supply is not compatible with this printer.

● 10.00.35: (event code) Toner cartridge

● 10.23.35: (event code) Fuser kit

Recommended action
■ Replace the supply with one that is designed for this printer.

Incompatible supplies
Print cartridges or other supply items are installed that were not designed for this printer. The printer
cannot print with these supplies installed.

Event codes are supply specific.

Recommended action
■ Touch the OK button to identify the incompatible supplies.

Replace the supplies with those that are designed for this printer.

Initializing...
The printer is starting.

Recommended action
See recommended action.

■ No action necessary.

Install fuser unit

10.23.15: (event code) Fuser Kit

The fuser has been removed or installed incorrectly.

Recommended action
1. Turn the printer off and open the right door.

2. Remove the fuser then reinstall it.

CAUTION: The fuser might be hot.

3. If the message remains, replace the fuser.

110V part number: RM2-1256-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

220V part number: RM2-1257-000CN

For intsrructions: Removal and replacement: Fuser See the Repair Service Manual for this product.

Incompatible <Supply> 493

 Install supplies
More than one supply is missing or is installed incorrectly.

Recommended action
1. Touch the OK button to identify the supplies that need to be replaced.

2. Touch the OK button a second time for more information about the specific supply.

3. Install the supply or make sure it is correctly installed and fully seated.

Internal disk device failure To clear touch “OK”

82.0X.YY (event code)

The internal disk failed.

Recommended action
1. Touch the OK button to clear the error.

2. If the error persists, turn off the printer, and then remove and reinstall the hard drive.

3. Turn on the printer.

4. If the error persists, replace the internal hard drive.

320GB HDD part number: 5851-6712

For intsructions: Removal and replacement: Hard disk drive See the Repair Service Manual for this
product.

Secure HDD part number: B5L29-67903

For intsructions: Removal and replacement: Hard disk drive See the Repair Service Manual for this
product.

Internal disk file operation failed

A PJL system command attempted to perform an illogical operation, such as downloading a file to a
nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

Internal disk file system is full

A PJL system command attempted to write data to the internal hard disk drive but was unsuccessful
because the hard disk drive is full.

Recommended action
■ Touch the OK button to clear the error.

Internal disk is write protected

The internal hard disk drive is write protected and no new files can be written to it.

494 Chapter 7 Alphabetical control panel messages

Recommended action
■ Touch the OK button to clear the error.

Internal disk not found

The internal hard disk drive was not found at start up.

Recommended action
■ Turn the printer off, and then on.

Internal disk not functional

82.0X.YY (event code)

The internal hard drive is not functioning correctly.

Recommended action
1. Turn off the printer, and then remove and reinstall the hard drive.

2. Turn on the printer.

3. If the error persists, replace the internal hard drive.

320GB HDD part number: 5851-6712

For intsructions: Removal and replacement: Hard disk drive See the Repair Service Manual for this
product.

Secure HDD part number: B5L29-67903

For intsructions: Removal and replacement: Hard disk drive See the Repair Service Manual for this
product.

Internal disk not initialized

The internal hard disk drive file system must be initialized before it can be used.

Recommended action
■ Initialize the internal hard disk drive file system.

For information on performing various actions on the hard disk drive, go to:
HP LaserJet, OfficeJet, PageWide, ScanJet - HP FutureSmart Firmware Device Hard Disk, SSD, and
eMMC Security (white paper)

Internal disk spinning up

The internal hard disk drive device is spinning up its platter. Jobs that require hard disk drive access
must wait.

Recommended action
See recommended action.

■ No action necessary.

Recommended action 495

 Load Tray <X>: [Type], [Size] To use another tray, press “OK”
This message displays when the indicated tray is selected, but is not loaded, and other paper trays are
available for use.

It also displays when the tray is configured for a different paper type or size than the print job requires.

Recommended action
1. Load the correct paper in the tray.

2. If prompted, confirm the size and type of paper loaded.

3. Otherwise, press the OK button to select another tray.

4. If error persists, use the cassette paper present sensor test in the Tray/bin manual sensor test to
verify that the sensor is functioning correctly.

5. Make sure that the sensor flag on the paper presence sensor is not damaged and moves freely.

6. Reconnect the corresponding connector.

Loading program <XX> Do not power off

Programs and fonts can be stored on the printer’s file system and are loaded into RAM when the printer
is turned on. The number <XX> specifies a sequence number indicating the current program being
loaded.

Recommended action
See recommended action.

■ No action necessary.

Manually feed output stack Then touch "OK" to print second side
The printer has printed the first side of a manual duplex job and is waiting for you (or the applicable user)
to insert the output stack to print the second side.

Recommended action
1. Maintaining the same orientation, remove the pages from the output bin.

2. Flip the document printed side up.

3. Load the document in Tray 1.

4. Touch the OK button to print the second side of the job.

Manually feed: <Type><Size>

This message appears when manual feed is selected, Tray 1 is not loaded, and other trays are empty.

Recommended action
1. Load the tray with requested paper.

2. If the paper is already in the tray, press the Help button to exit the message and then press the OK
button to print.

496 Chapter 7 Alphabetical control panel messages

 3. To use another tray, clear paper from Tray 1, press the Help button to exit the message and then
press the OK button.

No job to cancel
You have pressed the stop button but the printer is not actively processing any jobs.

Recommended action
See recommended action.

■ No action necessary.

No USB drive or files found

The formatter was not able to detect the USB thumb drive.

If you experience the “No USB drive or files found” attempting to upgrade printer firmware via the walk
up easy-access USB port perform the following.

Recommended action for customers

Follow these steps to try to resolve this error.

If you experience the “No USB drive or files found” attempting to upgrade printer firmware via the walk
up easy-access USB port perform the following.

1. 1. After the firmware file has been downloaded from hp.com uncompress the file and copy the
xxxxxxx.bdl file to the root of a portable USB flash memory storage device (thumb drive), insert
the USB flash memory storage device into the easy-access USB port, and attempt to flash the
firmware.

2. If the issue persists, verify the USB flash drive is formatted as FAT32. If unsure, format the flash
drive as FAT32 and/or try a different flash drive and repeat step 1.

3. If the issue persists, the USB flash drive can be inserted directly into a USB port on the printer’s
formatter and the firmware flashed.

a. Locate the printer’s formatter interface located at the rear left side of printer.

b. If necessary, rotate the printer for easier access to the formatter ports.

No job to cancel 497

 c. Locate the USB connection port (callout 2).

3
4
5

d. Insert the USB flash drive (callout 2).

e. Attempt to flash the printer’s firmware.

f. After the firmware update remove the USB flash drive.

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

Recommended action for onsite technicians

Follow these steps to try to resolve this error.

1. Try another thumb drive.

2. Use both the rear and walk up USB ports.

3. If the error persists, install another formatter board.

For instructions: Removal and replacement: Formatter See the Repair Service Manual for this
product.
Table 7-5 Part information

Part number Part description

J8J61-60001 Formatter PCA (M631, M632, M633, E62555, E62565, E62575)

3GY14-67901 Formatter PCA (E62655/E62665/E62675)

3GY14-67902 Formatter PCA (E62655/E62665/E62675; India, China)

K0Q14-60001 Formatter PCA (M631/M632/M633 x models only)

K0Q14-60002 Formatter PCA (M631/M632/M633 n, dn models only)

7PS94-67901 Formatter PCA (M634, M635, M636, M637; India, China)

7PS94-67902 Formatter PCA (M634, M635, M636, M637)

498 Chapter 7 Alphabetical control panel messages

 4. If the error persists, elevate using the standard support process.

Recommended action for call-center agents

Follow these steps to try to resolve this error.

1. Try another thumb drive.

2. Use both the rear and walk up USB ports.

3. If the error persists, install another formatter board.

For instructions: Removal and replacement: Formatter See the Repair Service Manual for this
product.
Table 7-6 Part information

Part number Part description

J8J61-60001 Formatter PCA (M631, M632, M633, E62555, E62565, E62575)

3GY14-67901 Formatter PCA (E62655/E62665/E62675)

3GY14-67902 Formatter PCA (E62655/E62665/E62675; India, China)

K0Q14-60001 Formatter PCA (M631/M632/M633 x models only)

K0Q14-60002 Formatter PCA (M631/M632/M633 n, dn models only)

7PS94-67901 Formatter PCA (M634, M635, M636, M637; India, China)

7PS94-67902 Formatter PCA (M634, M635, M636, M637)

4. If the error persists, elevate using the standard support process.

NON HP Supply Installed

This message is displayed for about 6 seconds when a new non-HP supply is installed.

10.99.31 (event code)

Recommended action
1. Use a genuine HP supply for the printer.

2. If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.

Output Bin Full

The Output Bin Full message displays when the output bin is full and paper must be removed before
printing can continue.

Recommended action
1. Remove the paper from the output bin.

2. If this message appears even though the output bin is not full.

a. Make sure that the output bin sensor flag is not damaged and can move freely. If the flag is
damaged, replace the flag.

Recommended action for call-center agents 499

 b. Use the output bin full sensor test in the manual sensor test to test the sensor. If it does not
respond, replace the replace the delivery assembly.

Paper delivery assembly part number: RM2-6787-000CN

For instuctions: Removal and replacement: Paper delivery assembly See the Repair Service
Manual for this product.

Paused…
The printer is paused, and there are no error messages pending at the display. The I/O continues
receiving data until the memory is full.

Recommended action
■ Press the Stop button.

Performing Paper Path Test

A paper path test is being performed.

Recommended action
See recommended action.

■ No action necessary.

Please Wait...
The printer is in the process of clearing data.

Recommended action
See recommended action.

■ No action necessary.

Printing Cleaning Page...

The printer is printing the cleaning page.

Recommended action
See recommended action.

■ No action necessary.

Printing Configuration...
The printer is printing the Configuration page.

Recommended action
See recommended action.

■ No action necessary.

500 Chapter 7 Alphabetical control panel messages

Printing engine test...
The printer is printing an engine test page.

Recommended action
See recommended action.

■ No action necessary.

Printing Event Log...

The printer is printing the Event Log page.

Recommended action
See recommended action.

■ No action necessary.

Printing File Directory...

The printer is printing the File Directory pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Font List...

The printer is printing the Font List pages.

Recommended action
See recommended action.

■ No action necessary.

Printing Help Page...

The printer is printing the Help page.

Recommended action
See recommended action.

■ No action necessary.

Printing Menu Map...

The printer is printing the Menu Map pages.

Recommended action
See recommended action.

■ No action necessary.

Printing engine test... 501

 Printing Registration Page
The printer is printing the Registration pages.

Recommended action
See recommended action.

■ No action necessary.

Printing stopped...
Time has expired on the Print/Stop test.

Recommended action
See recommended action.

■ No action necessary.

Printing Supplies Status Page...

The printer is printing the Supplies Status page.

Recommended action
See recommended action.

■ No action necessary.

Printing Usage Page...

The printer is printing the Usage page.

Recommended action
See recommended action.

■ No action necessary.

Processing duplex job Do not grab paper until job completes

Paper temporarily comes into the output bin while printing a duplex job.

Recommended action
See recommended action.

■ No action necessary.

Processing job from tray <x>... Do not grab paper until job completes
The printer is actively processing a job from the designated tray.

Recommended action
See recommended action.

■ No action necessary.

502 Chapter 7 Alphabetical control panel messages

Processing...
The printer is currently processing a job but is not yet picking pages. When paper motion begins, this
message is replaced by a message that indicates the tray the job is using.

Recommended action
See recommended action.

■ No action necessary.

Processing... copy <x> of <y>

The printer is currently processing or printing collated copies. The message indicates that copy number
<x> of total copies <y> is currently being processed.

Recommended action
See recommended action.

■ No action necessary.

RAM disk device failure To clear press “OK”

The specified device failed.

Recommended action
■ Touch the OK button to clear the error.

RAM disk file operation failed To clear press “OK”

A PJL command was received that attempted to perform an illegal operation, such as downloading a file
to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

RAM disk file system is full To clear press “OK”

The RAM disk is full.

Recommended action
■ Touch the OK button to clear the error.

RAM disk not initialized

The RAM disk file system must be initialized before it can be used.

Recommended action
■ Initialize the RAM disk file system.

Processing... 503
 RAM disk is write protected To clear press “OK”
The device is protected and no new files can be written to it.

Recommended action
■ Touch the OK button to clear the error.

Ready
The printer is online and ready for data. No status or printer attendance messages are pending at the
display.

Recommended action
See recommended action.

■ No action necessary.

Ready <IP Address>

The printer is online and ready for data. No status or printer attendance messages are pending at the
display. The printer IP address displays.

Recommended action
See recommended action.

■ No action necessary.

Receiving Upgrade
The printer is receiving a firmware upgrade.

Recommended action
■ Do not turn the printer off until it reaches the Ready state.

Remove USB accessory

This message displays when an unsupported USB device is inserted into a host USB port on the printer.

Recommended action
■ Remove the unsupported USB device.

Replace <Supply>
This alert displays only if the printer is configured to stop when a supply reaches the very low threshold.
The printer indicates when a supply level is at its estimated end of life. The actual life remaining might be
different than estimated.

The supply does not need to be replaced now unless the print quality is no longer acceptable.

HP recommends that the customer have a replacement supply available to install when print quality is
no longer acceptable.

504 Chapter 7 Alphabetical control panel messages

 The printer can be configured to stop when the supply level is very low. The supply might still be able to
produce acceptable print quality.

● 10.00.70 : Toner cartridge (event code)

10.23.70 Fuser kit (event code)

Recommended action
■ Replace the specified supply.

Or, configure the printer to continue printing using the Manage Supplies menu on the printer control
panel.

Resend external accessory firmware

An external accessory requires a firmware upgrade. Printing can continue, but jams might occur if the
job uses the external accessory.

Recommended action
■ Perform a firmware upgrade.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Resend Upgrade
A firmware upgrade did not complete successfully.

Recommended action
■ Upgrade the firmware again.

For the latest firmware versions, go to: HP FutureSmart - Latest Firmware Versions

Restore Factory Settings

The printer is restoring factory settings.

Recommended action
See recommended action.

■ No action necessary.

RFU Load Error Send full RFU on <X> Port

The printer displays this message before the firmware is loaded at initialization when an error has
occurred during a firmware upgrade.

Recommended action
■ Resend the firmware upgrade.

ROM disk device failed To clear press “OK”

The specified device failed.

Recommended action 505

 Recommended action
■ Touch the OK button to clear the error.

ROM disk file operation failed To clear press “OK”

A PJL command was received that attempted to perform an illegal operation, such as downloading a file
to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

ROM disk file system is full To clear press “OK”

The specified device is full.

Recommended action
■ Touch the OK button to clear the error.

ROM disk is write protected To clear press “OK”

The device is protected and no new files can be written to it.

Recommended action
■ Touch the OK button to clear the error.

ROM disk not initialized To clear press “OK”

The ROM disk file system must be initialized before it can be used.

Recommended action
■ Initialize the ROM disk file system.

Sanitizing disk <X> complete Do Not power off

The hard disk is being cleaned.

Recommended action
■ Contact the network administrator.

Size mismatch in Tray <X>

The paper in the listed tray does not match the size specified for that tray.

If using adhesive or self-sealing media, please see the instructions in A "13.BY.XY paper jam" or "41.03.XY
Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper.
(ish_3199741-3199797-16)

Recommended action
1. Load the correct paper.

506 Chapter 7 Alphabetical control panel messages

 2. Make sure that the paper is positioned correctly.

3. Close the tray, and then make sure that the control panel lists the correct size and type for the
specified tray.

4. If necessary, use the control panel menus to reconfigure the size and type settings for the
specified tray.

5. If this message appears even though the correct size paper is loaded in the correct paper tray
perform the following.

a. Use the Tray size switch test in the Tray/Bin manual sensor test to test the switch. If it does not
respond, replace the tray drive assembly.

Part number: RM2-0875-000CN

550 Sheet feeder instructions: Removal and replacement: Feeder drive assembly See the
Repair Service Manual for this product.
Removal and replacement: Removal and replacement: Feeder drive assembly See the Repair
Service Manual for this product.
3X550 Sheet paper deck instructions: Removal and replacement: Feeder drive assembly See
the Repair Service Manual for this product.
2550 Sheet feeder deck instructions: Removal and replacement: Feeder drive assembly See
the Repair Service Manual for this product.

b. Reconnect tray connectors on the media size switch, and then reconnect connector on the DC
controller to tray.

Sleep mode on
The printer is in sleep mode. Pressing a control-panel button, receiving a print job, or occurrence of an
error condition clears this message.

Recommended action
See recommended action.

■ No action necessary.

Supplies low
Multiple supplies on the printer have reached the low threshold.

Recommended action
■ Replace the supply when print quality is no longer acceptable.

Supply memory warning

The printer cannot read or write to the e-label or the e-label is missing.

Recommended action
See recommended action.

■ No action necessary.

Sleep mode on 507

 Too many jobs in queue
This message displays when the user selects a USB file to print, and 100 files are already in the print
queue.

Recommended action
■ To select another file, touch the OK button.

Tray <X> empty: [Type], [Size]

The specified tray is empty and the current job does not need this tray to print.

● X = 1: Tray 1

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
■ Refill the tray at a convenient time.

NOTE: This could be a false message. If the tray is loaded without removing the shipping lock, the
printer does not sense that the paper is loaded. Remove the shipping lock, and then load the tray.

Tray 2 empty: [Type], [Size]

Tray 2 is empty and the current job does not need this tray to print.

Recommended action
1. Check the tray, and refill it if it is empty.

2. If the error persists, unplug the printer cord and rotate the printer so that the rear door of the
printer is in front of you.

508 Chapter 7 Alphabetical control panel messages

3. Raise the primary transfer assembly.

Figure 7-5 Raise the transfer assembly

4. Open the rear door to check the feed rollers.

a. Pull the green tab located on the upper left-hand side to open the lower-access cover.

Figure 7-6 Open the jam access door

b. Check the rollers to ensure that they are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

NOTE: If the blue tab is DOWN, Tray 2 will not lift, and the control panel will indicate that
Tray 2 is empty.

● If the flap of the blue roller tab is up, the rollers are installed correctly.

Recommended action 509

 5. If the error persists, contact customer support.

Tray <X> lifting

The printer is in the process of lifting paper in the indicated tray.

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
■ No action necessary.

Tray <X> open

The specified tray is open or not closed completely.

● X = 2: Tray 2

● X = 3: Tray 3

● X = 4: Tray 4

● X = 5: Tray 5

Recommended action
1. Close the tray.

2. If this message displays after the lifter drive assembly was removed or replaced, make sure that
the connector of the assembly is connected correctly and fully seated.

3. If the error persists, use the Media size switches test in the Tray/Bin manual sensor test to test the
switches. If they do not respond, replace associated the lifter drive assembly.

4. If the switches do not respond, replace the associated lifter drive assembly.

Tray <X> [type] [size]

The paper in the specified tray is detected as the specified size and type.

The custom switch was not changed.

Recommended action
■ If the paper is a custom size or type, change the custom-size switch on the tray as necessary.

Tray 2 overfilled or roller issue

The upper pick roller is not seated correctly or the paper sensor is missing, damaged, or dislodged.

The error message displays the following message on the printer control panel

Check that the tray is not loaded above the fill lines. Remove any excess paper.

510 Chapter 7 Alphabetical control panel messages

 If a new pickup roller was recently installed, check to see that the parts are firmly seated, and the
access latch is closed.

Recommended action for customers

1. Pull out tray 2 completely out of the printer to remove it.

2. Check if the paper sensor flag located inside tray 2 next to the roller is missing, damaged, or
dislodged.

a. Open the right door and pull the green tab located on the left-hand side to open the lower-
access cover.

Figure 7-7 Jam-access door

b. Check if the paper sensor flag is missing, damaged, or dislodged. If it is please contact
customer support at: www.hp.com/go/contactHP.

Figure 7-8 Paper sensor flag in Tray 2

Recommended action for customers 511

 3. Ensure that the stack of paper in the tray is not above the fill mark (line below the three triangles) as
indicated in the image.

Figure 7-9 Paper height guides

Figure 7-10 Overfilled tray

Figure 7-11 Stack of paper not overfilled in tray 2

4. Make sure to remove any excess pages from the tray.

5. Check if the rollers are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

● If the flap of the blue roller tab is up, the rollers are installed correctly.

512 Chapter 7 Alphabetical control panel messages

 Figure 7-12 Feed rollers flap is down and not installed correctly

Figure 7-13 Feed rollers flap is up and installed correctly

6. Re-seat the feed and separation rollers.

For instructions, go to Removal and replacement: Trays 2-x rollers

7. Reinstall tray 2.

8. If the message persists, please contact customer support at: www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians

1. Pull out tray 2 completely out of the printer to remove it.

2. Pull out tray 2 completely out of the printer to remove it.

3. Check if the paper sensor flag located inside tray 2 next to the roller is missing, damaged, or
dislodged.

Recommended action for call-center agents and onsite technicians 513

 a. Open the right door and pull the green tab located on the left-hand side to open the lower-
access cover.

Figure 7-14 Jam-access door

b. Check if the paper sensor flag is missing, damaged, or dislodged. If it is please contact
customer support at: www.hp.com/go/contactHP.

Figure 7-15 Paper sensor flag in Tray 2

514 Chapter 7 Alphabetical control panel messages

4. Ensure that the stack of paper in the tray is not above the fill mark (line below the three triangles) as
indicated in the image.

Figure 7-16 Paper height guides

Figure 7-17 Overfilled tray

Figure 7-18 Stack of paper not overfilled in tray 2

5. Make sure to remove any excess pages from the tray.

6. Make sure to remove any excess pages from the tray.

7. Check if the rollers are installed correctly.

● If the flap of the blue roller tab is down, the rollers are not installed correctly.

Recommended action for call-center agents and onsite technicians 515

 ● If the flap of the blue roller tab is up, the rollers are installed correctly.

Figure 7-19 Feed rollers flap is down and not installed correctly

Figure 7-20 Feed rollers flap is up and installed correctly

8. Re-seat the feed and separation rollers.

For instructions, go to Removal and replacement: Trays 2-x rollers

9. If the message persists, replace the feed and separation roller.

Tray 2-x roller assembly part number: J8J70-67906

For instructions, go to Removal and replacement: Trays 2-x rollers

10. Reinstall tray 2.

516 Chapter 7 Alphabetical control panel messages

Type mismatch Tray <x>
The specified tray contains a paper type that does not match the configured type.

Recommended action
The specified tray will not be used until this condition is addressed. Printing can continue from other
trays.

1. Load the correct paper in the specified tray.

2. On the printer control panel, make sure the paper type loaded in the tray matches the specified
setting for the tray.

The unit has corrupt data

Data corruption has occurred in the firmware volume.

● 98.00.01 : Corrupt data in the firmware volume

● 98.00.02 : Corrupt data in the solutions volume

● 98.00.03 : Corrupt data in the configuration volume

● 98.00.04 : Corrupt data in the job data volume

Recommended action for 98.00.01, 98.00.02, and 98.00.03

For 98.00.01 , 98.00.02 , and 98.00.03 , perform the following steps:

1. Turn the printer off, and then on.

2. Use the Format Disk item in the Preboot menu.

For the steps to perform a Clean or Format Disk procedure, search for "HP LaserJet Enterprise,
HP LaserJet Managed - Various methods to clean the hard disk drives or solid-state drives"
(ish_4502973-4502949-16) - Or click here: HP LaserJet Enterprise, HP LaserJet Managed - Various
methods to clean the hard disk drives or solid-state drives.
3. Reload the firmware.

Recommended action for 98.00.04

For 98.00.04 , perform the following steps:

1. Turn the printer off, and then on.

2. Run the file erase function.

For the steps to perform this procedure, go to WISE and search for the following documenht: HP
LaserJet Enterprise Printers - Performing a Partial Clean or Format Disk Procedure (c03398779).
Or click on the following link: HP LaserJet Enterprise Printers - Performing a Partial Clean or Format
Disk Procedure

Unsupported drive installed To continue, touch “OK”

A non-supported hard disk drive has been installed. The hard disk drive is unusable by this printer.

Type mismatch Tray <x> 517

 Recommended action
1. Turn the printer off.

2. Remove the hard drive.

3. Turn the printer on.

Unsupported tray configuration

The printer has too many optional trays installed.

Recommended action
■ Turn the printer off, remove the unsupported trays, and then turn the printer on.

Unsupported USB accessory detected Remove USB accessory

A non-supported USB accessory has been installed.

Recommended action
■ Turn the printer off, remove the USB accessory, and then turn the printer on.

USB accessory not functional

A parameter in the USB accessory is not correctly functioning.

Recommended action
1. Turn the printer off.

2. Remove the USB accessory.

3. Insert a replacement USB accessory.

4. Turn the printer on.

USB hubs are not fully supported Some operations may not work properly
Some USB hubs require more power than the printer has available.

Recommended action
■ Remove the USB hub.

USB is write protected To clear press “OK”

The device is protected and no new files can be written to it.

Recommended action
■ Touch the OK button to clear the error.

USB needs too much power Remove USB and then turn off and on
A USB accessory is drawing too much electrical current. Printing cannot continue.

518 Chapter 7 Alphabetical control panel messages

Recommended action
1. Turn the printer off, remove the USB accessory, and then turn the printer on.

2. Use a USB accessory that uses less power or that contains its own power supply.

USB not initialized

The USB device file system must be initialized before it can be used.

Recommended action
1. Enable the USB port using the following steps:

● FutureSmart 3:

a. From the Home screen on the printer control panel, open the following menus:

i. Administration

ii. General Settings

b. Select Enable Device USB.

c. Select Enabled, and then select Save.

d. Touch the Back button to return to the General Settings menu.

● FutureSmart 4:

a. From the Home screen on the printer control panel, select Settings.

b. Select Copy/Print.

c. Select Enable Device USB, and then select Enabled.

d. Touch the Back button to return to the Settings menu.

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

USB storage accessory removed Clearing any associated data

This message displays for about 6 seconds after a USB device is removed.

Recommended action
■ Touch the OK button to remove this message.

USB storage device failure To clear press “OK”

The specified device failed.

Recommended action
■ Touch the OK button to clear the error.

Recommended action 519

 USB storage file operation failed To clear press “OK”
A PJL file system command was received that attempted to perform an illegal operation, such as
downloading a file to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

USB storage file operation failed To clear press “OK”

A PJL file system command was received that attempted to perform an illegal operation, such as
downloading a file to a nonexistent directory.

Recommended action
■ Touch the OK button to clear the error.

USB storage file system is full To clear press “OK”

The file system on the installed USB device is full.

Recommended action
■ Touch the OK button to clear the error.

Verifying, Please Wait

This message displays when the printer is retrieving a print job from device memory, but can cause the
printer control panel to lock up.

The user enter the Retrieve from Device Memory menu to print a job. After selecting the desired print
jobs, Verifying, Please Wait displays on the control panel. The status bar will move for a moment, and
then lock up. Typically, if the user waits a few minutes, the error will clear and the job will print.

In rare cases, the message will lock up permanently and force the user to power cycle the printer.

The event log might show the following errors as a result of power cycling the printer during lockup:

● 48.05.05

● 98.03.11

Recommended action
1. Turn the printer off and then on again.

2. Make sure the firmware is the latest revision.

Waiting for tray <x> to lift

The specified tray is in the process of lifting paper to the top of the tray (so it can correctly feed).

Recommended action
See recommended action.

■ No action necessary.

520 Chapter 7 Alphabetical control panel messages

Windows Login Required to Use this Feature
Windows login required.

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 Index

Symbols/Numerics firmware communication error L

49.WX.YZ error 4
49.38.07 341, 342 laser scanner error (LaserJet)
firmware install error
76.00.24 5 51.WX.YZ error 4
99.WX.YZ error 5
52.WX.YZ error 4
hard disk error 5
B last update 1
remote firmware upgrade
backup error error 5
M
32.WX.YZ error 4 fuser error
reset error 4 41.WX.YZ error 4 memory error
restore error 4 laser scanner error 4 82.WX.YZ error 5
paper path error 4 EMMC error 5
C fuser error (LaserJet) hard disk error 5
50.WX.YZ error 4 motor error (LaserJet)
connector error
59.WX.YZ error 5
65.WX.YZ error 5
H
N
D hard disk partition error
98.WX.YZ error 5 Near Field Communication error
DC controller communication error
81.WX.YZ error 5
55.WX.YZ error 4
I Bluetooth error 5
DC controller firmware error
external I/O card error 5
70.WX.YZ error 5 input accessory error
internal EIO error 5
digital sending error (firmware) 67.WX.YZ error 5
wireless error 5
44.WX.YZ error 4 input/output error
document feeder error 40.WX.YZ error 4
O
31.WX.YZ error 4 internal diagnostics error
duplexer error 90.WX.YZ error 5 output accessory error
69.WX.YZ error 5 video display error 5 66.WX.YZ error 5
OXPd/Web kit error
E J 45.WX.YZ error 4
Embedded Jetdirect error jam error (LaserJet)
P
80.WX.YZ error 5 13.WX.YZ error 4
engine error (LaserJet) jam error (PageWide) page error
46.WX.YZ error 4 13.WX.YZ error 4 21.WX.YZ error 4
63.WX.YZ error 5 job accounting error (firmware) paper handling error (LaserJet)
engine error (PageWide) 48.WX.YZ error 4 56.WX.YZ error 4
61.WX.YZ error 5 job management error print bar error (PageWide)
event log error (firmware) (firmware) 4 62.WX.YZ error 5
42.WX.YZ error 4 job pipeline error (firmware) 4 printer memory error
job parser error (firmware) 20.WX.YZ error 4
F 47.WX.YZ error 4
fan error printer calibration error 4
58.WX.YZ error 4

522 Index
R
real-time clock error
11.WX.YZ error 4

S
scanner error
30.WX.YZ error 4
security error
33.WX.YZ error 4
sensor error
54.WX.YZ error 4
58.WX.YZ error 4
supplies error (LaserJet)
10.WX.YZ error 4
supplies error (PageWide)
17.WX.YZ error 4
system error (LaserJet)
62.WX.YZ error 5

T
tray motor error (LaserJet)
60.WX.YZ error 5

Index 523