E72535 Cpmd-1 Error Codes

HP LaserJet Managed MFP E72525-E72535 series -
Control Panel Message Document (CPMD)

This document provides error-code troubleshooting information
About this document

This document provides error-code troubleshooting information. Procedures and part numbers change. For
current information, use the browser-based format.
Choose the format that best meets your needs.
Table 1 Content format types
Format Document title example Recommended use
Browser-based [Product] - Control Panel Message ● Use when support portals are
Document (CPMD) accessible for up-to-date information
PDF [Product] - Control Panel Message ● Use when support portals are NOT
Document (CPMD) PDF accessible at time of service
● Use when a printable document is

needed
NOTE: Refer to the printer service manual

for removal and replacement procedures.
NOTE: For current information, use the

browser-based format.
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.
HP LaserJet Managed MFP E72525-E72535 series - Control Panel Message Document (CPMD) 1
Error codes
Error codes and control-panel messages display on the printer control panel to indicate the current printer status
or situations that might require action. Error codes are numerical, or alphanumerical, and have a set structure
with six characters (example: 13.WX.YZ).
● The first two characters are numeric and represent the system component that is causing the error. For
example, in error code 10.22.15, 10 = Supplies for HP LaserJets.
● The remaining four characters (W, X, Y, and Z values) further define the error.
HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message document
(CPMD) for each printer.
The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or resolve the
error, and other helpful information such as service mode pins and part numbers.
The CPMD is continually updated and republished with the latest information for the following error codes.
Table 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
2 Error-code and control-panel-message troubleshooting overview

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

involving (but not limited to) the fuser, the
laser scanner, or the paper path.
42.WX.YZ Firmware Firmware failure involving the Event Log,

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

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

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

pipeline error.
49.WX.YZ Firmware Firmware communication error.
50.WX.YZ Fuser (LaserJet) Fuser error.
51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.
52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.
54.WX.YZ Sensor Sensor error (not jam related).
55.WX.YZ DC controller (LaserJet) DC controller communication error.
56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.
57.WX.YZ Fan Fan error.
58.WX.YZ Sensor Engine sensor failure.
59.WX.YZ Motor (LaserJet) Motor error.
60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.
61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data
package.
62.WX.YZ System (LaserJet) LaserJet internal system error.
Error codes 3
Table 1 ERROR CODES: The first two characters (continued)

Print bar (PageWide) PageWide print system error.
63.WX.YZ Engine (LaserJet) General engine error (electrical,

communication, etc.).
65.WX.YZ Connector Output accessory connection error.
66.WX.YZ Output accessory Output accessory error.
67.WX.YZ Input accessory Input accessory connection error
69.WX.YZ Duplexer Duplexer error.
70.WX.YZ DC controller (LaserJet) DC controller firmware error.
80.WX.YZ Managed device Embedded Jetdirect error.
81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.
82.WX.YZ Memory (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.
How to search for printer documentation

The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals.
These are Wise for Channel and WISE (formerly SAW). Wise for channel is available to HP channel partners and
WISE is available to call agents, service technicians, and other HP internal users. The level of detail available will
depend on your access credentials . To learn how to find support content in WISE, watch the video here.
To view a list of control panel message documents per printer in WISE, go to the following topic (c05048451):
● HP internal link: Control panel message document (CPMD) list
● HP external partner link: Control panel message document (CPMD) list
NOTE: To access the HP partner link, you must first log in to the HP Partner First Portal and then connect to
WISE.
How to search WISE for printer documentation

These instructions are for HP internal use by call agents, service technicians, and other internal users.
To learn how to find support content in WISE, watch the video here: Finding Error Code and Control Panel
Message Document in WISE.
To view a list of control panel message documents per printer in WISE, go to HP LaserJet, OfficeJet, PageWide,
ScanJet Enterprise - Control panel message document (CPMD) list (HP internal only).
4 HP LaserJet Managed MFP E72525-E72535 series - Control Panel Message Document (CPMD)
How to search GCSN for printer documentation
These instructions are for internal use by HP Channel Partners.
To learn how to find support content in GCSN, watch the video here: Finding Error Code and Control Panel
Message Documents in GCSN or follow these steps:
1. On the Home screen in GCSN, open Technical information using one of the following two methods:
● Type TINF in the Speedcode field found in the upper right corner and press Enter.
● On the Home page, click Technical information in the left pane.
2. Under Product Search, select the Type, Category, Family, and Series that match your product model (leave
the Model field as blank or the default).
NOTE: Make sure to log in to GCSN using your service-qualified credentials to access the most
comprehensive content list available. To find out how to become service-qualified, contact your HP
representative.
Figure 1 Sample product search criteria
How to search GCSN for printer documentation 5

3. Click Add Favorites and then click Add to add the printer to your Favorites list and allow you to bypass the
Product Search fields next time for that particular model (optional).
4. Clear all of the high-level check boxes.
5. Select the check boxes for the document types for which you want to search.
NOTE: Select only the high-level Manuals and Guides search option if you are not sure in which type of
manual or guide the content might be listed.
6. Select Submit.
6 How to search for printer documentation

7. If needed, click Back To selection Criteria and narrow your search (the maximum allowed search result is
100 documents).
NOTE: Do not select the Top Issue option unless you only want to view top issues for that model. All other
available content will be filtered out.
Technical information type Select this checkbox
CPMD CPMD-Map
List of all CPMDs per product Support Information
Installation Guide or Hardware Install Guide Maintenance/Service Guide or Install Guide
Service cost document Install Guide or Service Guide/Manual
Service guide or Service manual Service Guide/Manual
Self-solve or troubleshooting document Support Information
User manual or User guide User Guide
Warranty and Legal Guide Warranty Statement
Printer service information

Service pin for printer
Last update: June 24, 2020
Service mode PIN number:
E72525-E72535 series: 04072517
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.
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
Printer service information 7

● 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
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, contact your
HP-authorized service or support provider, or contact HP support at www.hp.com/go/contactHP.
To order parts, go to https://www.hp.com/buy/parts.
1. For toner cartridges:
a. Remove and reinstall the cartridge.
b. Check the electronic chip on the cartridge if it is visible. If the chip is damaged, replace the toner
cartridge.
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.
10.00.03 or 10.00.05
Supply memory error
8 10.wx.yz error messages

● 10.00.03 Black Cartridge; Supply memory error
● 10.00.05 Black Drum; Supply memory error
Supply memory errors may occur resulting in the device being down until the affected supplies can be replaced.
Recommended action for customers
1. Access the printers Store Usage Data menu using any remote monitoring tool or on the control panel within
the “Settings” > “Manage Supplies” > “Store Usage Data” > menu and check to see if it is set to “Not on
supplies”.
2. If the printer is set to “Not on supplies” please contact support to upgrade FW.
Recommended action for call-center agents and onsite technicians

IMPORTANT! Please check the following emerging issue document to see if it pertains to issue the customer is
having.
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E82540du-E82560du,

E87640-E87660, E87640du-E87660du - 10.0X.03 Supply Memory Error
1. Ensure the menu setting for the supplies has not been changed to “Not on supplies”.
This can be accessed by any remote monitoring tool or also changed on the control panel within the
“Settings” > “Manage Supplies” > “Store Usage Data” > menu and setting “Not on supplies”.
2. If set to "Not on supplies", change this setting back to the default value of “On Supplies”.
3. Upgraded to FW version FutureSmart 4.5.4 or newer.
NOTE: For more information on this error please go to: HP LaserJet Managed MFP E72525-E72535,
E82540-E82560 - 10.00.03, 10.00.05 error on control panel
4. If the error persists or you have any further issues please elevate this issue using the Standard Support
Process.
10.00.15 Install Supply

The toner cartridge is not installed or is installed incorrectly.
1. Replace or install the toner cartridge.
2. If the toner cartridge is installed in the printer and the message appears, remove and reinstall the toner
cartridge. Ensure the toner cartridge is correctly installed and seated.
3. If the error persists, please contact customer support.
NOTE: The following task includes links to part-replacement procedures for some parts. To obtain procedures
for other parts, or for missing part numbers, escalate the issue using the Standard Support Process.
1. Replace or install the toner cartridge.
Recommended action for customers 9

2. If the toner cartridge is installed in the printer and the message appears, remove the toner cartridge and
check the following:
a. If the cartridge comes out automatically, check the toner cartridge latching hook.
b. Check if the CRUM connector of the toner cartridge is broken or assembled abnormally. Rotate the
toner gear to ensure it moves freely.
c. If the CRUM connector is pushed into the toner cartridge, try to pull it out it, and then ensure it is
seated correctly.
d. If the CRUM connector is damaged or the gear does not move freely, replace the toner cartridge.
Part number: X3A65-67901
e. Reinstall the toner cartridge and ensure it is correctly installed and seated.
3. If the error persists, with the toner cartridge out check for CRUM connector installation problems inside the
printer.
a. Check if the CRUM connection is installed correctly.
b. If the connector is not installed correctly, open the rear cover and re-install the connector.
c. If the connector is damaged, replace it.
Part number: JC92-02164A
10
10.00.25 Wrong cartridge
The toner cartridge is not compatible with the printer.
1. Open the front cover. Remove the toner cartridge.
2. Replace the toner cartridge with the correct toner cartridge for the printer.
3. If a genuine HP supply is not installed, replace it with a new HP supply.
1. Open the front cover. Remove the toner cartridge.
2. Replace the toner cartridge with the correct toner cartridge for the printer.
10.00.35 Incompatible toner cartridge

The black toner cartridge installed is not a genuine HP supply or is otherwise incorrect, or a connection error
causes the information to be read incorrectly.
1. Open the front cover. Remove and reinstall the toner cartridge to make sure it is correctly installed.
2. Print the supply information report and check the supply information.
1. Open the front cover. Remove the toner cartridge and check whether there are any foreign substances on
the connector or the port.
2. Reinstall the toner cartridge and see if the message has cleared.
3. Print the supply information report and check the supply information to ensure it is compatible with the
printer.
10.00.25 Wrong cartridge 11

10.00.60 Toner low
The printer indicates when the toner supply level is low. Actual cartridge life might vary. You do not need to
replace the cartridge at this time unless print quality is no longer acceptable.
Toner supply is inadequate as the remaining toner is between 10% and 30%. The toner is expected to run short
soon because the remaining toner is reaching 0%.
This error occurs every time that you try to use the printer.
1. If the print quality is no longer acceptable, replace the toner cartridge.
2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
2. Order a new toner cartridge right away because a toner cartridge with a level of “Low” will be exhausted
soon.
10.00.69 Toner empty

The black toner cartridge is empty.
The printer cannot draw toner from the toner cartridge.
There is no toner remaining in the toner cartridge. The remaining volume is 0% (cartridge lifespan surpassed).
This error occurs every time that you try to use the printer.
1. Replace the toner cartridge.
a. Open the front cover.
b. Remove the toner cartridge.
c. Install the new toner cartridge.
d. Close the front cover.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty ends
and the customer is responsible for replacing the supply.
12
2. If the error persists with a new cartridge, check if the toner reservoir is blocked. If the toner reservoir is
blocked, clean the reservoir or replace it as needed.
Toner reservoir (duct) part number: JC93-00917A

For instructions: Removal and replacement: Toner duct See the Repair Service Manual for this product.
3. Check the toner supply motor operation and the toner duct motor.
a. Open the following menus:
● Support Tools
● Service
NOTE: The service PIN for this printer is: 04072517
● Service Tools
● Diagnostics
● Engine Diagnostics
● Engine Test Routines
b. Run test 100–0000 Main BLDC Motor.
NOTE: You must press Enter two times to start the motor test. The test will only run for a short
period. Check the status on the control panel.
c. Run test 100–0480 Duct Motor to test the motor and duct drive unit.
d. If either motor does not function correctly, replace it.
Toner duct motor part number: JC93-00450B

For instructions: Removal and replacement: Toner duct drive motor See the Repair Service Manual for
this product.
Toner duct drive part number: JC93-00451A
For instructions: Removal and replacement: Toner supply drive See the Repair Service Manual for this
product.
Main drive part number: JC93-00912A
Recommended action for call-center agents and onsite technicians 13

For instructions: Removal and replacement: Main drive unit See the Repair Service Manual for this
product.
4. Replace the developer unit as needed.

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this product.
5. Reset the developer unit kit count.
● Support Tools
● Service
● Service Tools
b. On the Information tab, select Supply Status.
c. Select Field Replaceable Unit, and then select Development Unit.
d. Select Developer. Press Reset to clear the developer unit count.
e. After performing the reset, you must run the toner concentration initialization by selecting TC Init in
the same menu screen.
f. Exit service mode by touching the home button.
10.00.90 Toner supply error

The toner supply in the toner cartridge is malfunctioning. The toner sensor indicates that the toner in the
development unit is insufficient.
The toner sensor indicates that the toner in the development unit is insufficient. There is no toner in the toner
cartridge or the toner supply line is blocked. A circuit fault such as a fault in the toner supply motor or the toner
sensor occurs.
1. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.
14
d. If the toner cartridge is damaged, replace it.
e. Reinstall the toner cartridge and close the front cover.

● Support Tools
● Service
● Service Tools
● Diagnostics

this product.
product.
product.

● Support Tools
● Service
● Service Tools
10.00.93 Toner supply error

The toner supply in the toner cartridge is malfunctioning.
The toner sensor indicates that the toner in the development unit is insufficient. The toner cartridge is recently
installed. (More than 97% of the toner remains.)
The seal tape of the toner cartridge might not be removed or the toner supply line is blocked. A circuit fault such
as a fault in the toner supply motor or the toner sensor occurs.
1. Distribute toner evenly in the cartridge.
c. Shake the toner cartridge horizontally side to side to distribute the toner evenly inside the cartridge.
d. If the toner cartridge is damaged, replace it.
e. Reinstall the toner cartridge and close the front cover.
16

● Support Tools
● Service
● Service Tools
● Diagnostics

this product.
product.
product.


● Support Tools
● Service
● Service Tools
10.05.15 Drum unit not installed

The drum unit is not installed or not installed correctly in the printer.
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.
1. Check the drum unit.
b. Remove the toner collection unit.
c. Open the right door.
18
d. Remove the drum unit and check whether there are any foreign substances on the connector or the
port.
e. Reinstall the drum unit.
f. Install the toner collection unit.
g. Close the front cover.
2. If the message remains, ensure the drum unit is the correct one for the printer, or try a new drum unit.

For instructions: Removal and replacement: Drum unit See the Repair Service Manual for this product.
3. If the drum unit is replaced, reset the kit count.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Imaging Unit.
d. Select the correct Drum Unit.
e. Press Reset to clear the unit count.
10.05.25 Invalid drum unit

The drum unit is not compatible with the printer.
The CRUM information of drum unit is color, but this is a monochrome printer.
10.05.25 Invalid drum unit 19

port.
20
2. If the drum unit is not a genuine HP supply, replace it with a new one.

● Support Tools
● Service
● Service Tools
10.05.35 Invalid drum unit

The drum unit is not compatible with this printer.
This error might cause a hard stop. You must check whether the drum unit in the printer is a genuine HP supply.
10.05.35 Invalid drum unit 21

port.
2. If the drum unit is not a genuine HP supply, replace it with a new one.

● Support Tools
● Service
22
● Service Tools
10.05.60 Drum unit low

The drum unit is approaching the end of its lifespan.
The remaining lifespan of the drum unit is approaching 0%. The image quality might not be acceptable.
10.05.60 Drum unit low 23

port.
2. If its life is at the end, replace the drum unit with a new one.

● Support Tools
● Service
● Service Tools
10.05.69, 10.05.70 Drum unit worn

The lifespan of the drum unit is more than the permitted value.
The drum unit is past its usable life and needs to be replaced.
24
1. Remove the drum unit.
port.
e. Replace the drum unit with a new one.


2. Reset the kit count.
● Support Tools
● Service
● Service Tools
10.10.60 Transfer roller low

The printer indicates that the lifespan of the transfer roller is between 30% and 1%. The printer can still operate.
1. Replace the transfer roller.
a. Replace the transfer roller.
b. Open the side cover.
c. Replace the transfer roller with a new one.

For instructions: Removal and replacement: Transfer (T2) roller See the Repair Service Manual for this
product.
d. Close the side cover.
● Support Tools
26
● Service
● Service Tools
● On the Information tab, select Supply Status.
● Field Replaceable Unit
b. Select Transfer Roller/T2 Roller.
c. Select Transfer Roller. Press Reset to clear the roller count.
d. Exit the service mode by touching the home button.
10.10.69, 10.10.70 Transfer roller worn

The lifespan of the transfer roller is expired, but the printer still operates.
The lifespan of the transfer roller (by page count) has expired (the remaining volume is 0%).
1. Replace the transfer roller.
a. Open the side cover.
b. Replace the transfer roller with a new one.

For instructions: Removal and replacement: Transfer (T2) roller See the Repair Service Manual for this
product.
c. Close the side cover.
● Support Tools
● Service
● Service Tools
● On the Information tab, select Supply Status.
10.10.69, 10.10.70 Transfer roller worn 27

b. Select Transfer Roller/T2 Roller.
c. Select Transfer Roller. Press Reset to clear the roller count.
10.23.15, 10.26.15 Fuser assembly not installed

The fuser assembly is either not installed, or not correctly installed in the printer.
1. Turn the printer off, and then remove and reinstall the fuser. Turn the printer on.
2. If the error persists, check the fuser’s three connectors to make sure they are seated correctly. If the
connectors in the printer are damaged, replace the part.
Part number: JC39-02089B
3. If the error persists, replace the fuser unit.
110V fuser part number: JC82-00479A

For instructions: Removal and replacement: Fuser unit See the Repair Service Manual for this product.
4. Reset the fuser kit count.
28
● Support Tools
● Service
● Service Tools
● On the Information tab, select Supply Status
b. Select Fuser.
c. Select Fuser Kit. Press Reset to clear the kit count.
10.23.35, 10.26.35 Incompatible fuser assembly

The fusing assembly is not compatible with the printer.
1. Install a fuser assembly that is designed for this printer.

● Support Tools
● Service
● Service Tools
10.23.35, 10.26.35 Incompatible fuser assembly 29

b. Select Fuser.
10.23.69, 10.23.79 or 10.26.69, 10.26.70 Fuser assembly worn

An alarm indicates that the lifespan of the fuser is expired.
1. Replace the fuser assembly.

NOTE: You need to replace the fuser, but the printer may continue to operate normally.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
10.31.15 Toner collection unit not installed

The printer indicates that the toner collection unit is not installed.
30
1. Install a new toner collection unit.
b. Check if the toner collection unit is installed correctly.
c. Reinstall or install a new toner collection unit.
1. Open the front cover.
2. Check if the toner collection unit is installed correctly.

3. Check the toner collection unit sensors, tab and reflector.
4. Check if the toner collection unit sensor operates correctly.
● Support Tools
● Service
● Diagnostics
b. Test the toner collection unit LED with service test 100–0241.
c. Test the toner collection unit full sensor with service test 100–0250.
d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

For instructions: Removal and replacement: Toner collection unit sensor See the Repair Service Manual
for this product.
5. If the problem persists, replace the toner collection unit with new one.
10.31.60, 10.31.69 Toner collection unit full

The toner collection unit is almost full.
The toner collection unit is between 90% and 99% of its capacity.
1. If the "Toner Collection Unit Almost Full" appears shortly after installing the unit, then upgrade to firmware
version 4.6 or later from HP.com.
32
2. For all other occurrences, install a new toner collection unit.
c. Install a new toner collection unit.
Recommended action for call-agent and onsite technicians
2. For all other occurrences, open the front cover.
3. Check if the toner collection unit is installed correctly.
4. Remove the toner collection unit.
Recommended action for call-agent and onsite technicians 33

5. Check the toner collection unit sensors, tab and reflector.
6. Check if the toner collection unit sensor operates correctly.
● Support Tools
● Service
● Diagnostics
b. Test the toner collection unit LED with service test 100–0241.
c. Test the toner collection unit full sensor with service test 100–0250.
d. If the toner collection unit sensor or LED is defective, replace the toner collection unit sensor.

For instructions: Removal and replacement: Toner collection unit sensor See the Repair Service Manual
for this product.
7. If the problem persists, replace the toner collection unit with new one.
10.32.60 Developer unit low

The volume in the developer unit is low. This error occurs every time that you try to use the printer.
34
1. Replace the developer unit.
b. Remove the developer unit.
c. Install a new developer unit.

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).
10.32.69, 10.32.70 Developer unit empty

The volume in the developer unit exceeds the permitted limit. This error occurs every time that you try to use the
printer.
1. Replace the developer unit.
b. Remove the developer unit.

c. Install a new developer unit.

For instructions: Removal and replacement: Developer unit See the Repair Service Manual for this
product.
● Support Tools
● Service
● Service Tools
c. Select Field Replaceable Unit, and then select Development Unit (Developer).

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

Use the following general troubleshooting steps to try to resolve the problem.
1. Set the time and date on the printer control panel.

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.
36
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
13.* errors 37
Table 1 Potential values for W and X
W Jam location X Sensor or door
A Input area 0 Envelope feeder
A Input area 1 Tray 1 feed (unless Tray 1 feed is the registration

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

sensor)
A Input area 3 Tray 3 feed
A Input area 7 Optional tray exit sensor
A Input area A Door 1
A Input area B Door 2
A Input area C Door 3
A Input area D Door 4
A Input area E Door 5
A Input area F Multiple sensors or doors
B Image area 0 Media sensor for forbidden transparencies
B Image area 2 Registration/top of page
B Image area 3 Top of page
B Image area 4 Loop
B Image area 5 Fuser input
B Image area 9 Fuser output
B Image area A Door 1
B Image area B Door 2
B Image area F Multiple sensors or doors
C Switchback area (between the fuser and the output bin) 1 Intermediate switchback sensor
C Switchback area (between the fuser and the output bin) 2 Switchback media stay sensor
C Switchback area (between the fuser and the output bin) 3 Paper delivery sensor
D Duplex area 1 Duplex switchback
D Duplex area 2 Duplex delivery
D Duplex area 3 Duplex refeed
D Duplex area A Door 1 (if different than the imaging area)
D Duplex area B Door 2 (if different than the imaging area)
D Duplex area F Multiple sensors or doors
E Output or intermediate paper transport unit (IPTU) area 1 Output bin full sensor
E Output or intermediate paper transport unit (IPTU) area 2 IPTU feed sensor 1
E Output or intermediate paper transport unit (IPTU) area 3 IPTU sensor 2
38 E Output or intermediate paper transport unit (IPTU) area 4 IPTU sensor 3
E Output or intermediate paper transport unit (IPTU) area 5 IPTU bin full sensor 4
Table 2 Potential values for Y (jam condition)
Y Jam condition
0 Unknown
1 Unexpected sheet (duplex)
2 Staple jam
3 Jam caused by an open door (duplex)
4 Stay jam (the page never left the tray – duplex)
A Stay jam (the page never left the tray – simplex)
B Multifeed
C Wrap
D Delay (the page did not reach the sensor within the expected time – simplex)
E Door open
F Residual (paper is detected in the paper path when it should not be there)
The information represented by the value for Z depends on where the paper is in the paper path.
Table 3 Potential values for Z (source, fuser mode, or destination)
Paper location Z Source, fuser mode, or destination
When paper has not reached the fuser, Z represents the paper 1 Tray 1
source.
Z represents the paper source. 2 Tray 2
Z represents the paper source. D Duplexer
Z represents the paper source. E Envelope feeder
When paper has reached the fuser, is in the duplex path, or in 0 Photo 1, 2, or 3
the output path, Z represents the fuser mode.
Designated 2 or 3
13.* errors 39
Table 3 Potential values for Z (source, fuser mode, or destination) (continued)
Paper location Z Source, fuser mode, or destination

Jams can occur when there is a mismatch between the actual
paper and the fuser mode setting.
Z represents the fuser mode. 1 Normal (automatically sensed rather than based on the paper
type set at the control panel)
Z represents the fuser mode. 2 Normal (based on the paper type set at the control panel)
Z represents the fuser mode. 3 Light 1, 2, or 3
Z represents the fuser mode. 4 Heavy 1
Z represents the fuser mode. 7 Glossy 1
Z represents the fuser mode. A Glossy Film
Z represents the fuser mode. B Transparency
Z represents the fuser mode. C Label
Z represents the fuser mode. D Envelope 1, 2, or 3
Z represents the fuser mode. E Rough
When paper has entered the output bin, Z represents the 0 Unknown bin
output bin, numbered from top to bottom.
Z represents the output bin 1 Bin 1
All paper locations E Door open jam
All paper locations F Residual jam
All paper locations 0 Forbidden OHT jam (when Y=2)
1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
40
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted to the
correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.
To prevent future paper jams in the printer, follow these recommendations:
● Use only paper that meets HP specifications for this printer.
For more information, refer to the printer User Guide or the HP LaserJet Print Media Guide.
● Make sure the printing environment is within recommended specifications.
● Do not use paper that is wrinkled, folded, or damaged.
● Do not overload the tray with paper.
● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.
● Make sure that the tray is fully inserted in the printer.
● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets one at a
time.
● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the paper
type and size.

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

13.A3.A3
A paper stay jam occurred from tray 3.
The paper failed to leave the tray 3 pickup jam sensor when feeding from tray 3.
1. Open the right door. Remove any jammed paper from the area.
2. Open tray 3 and remove any jammed paper from the tray.
3. Ensure that the tray width guides are set to the correct paper size being installed into the tray. The arrow on
the guide should line up exactly with the line connected to the paper size designation. Ensure that the tray
is not filled above the fill mark on the tray.
4. Check the tray 3 pick-up and feed rollers for wear, damage, or paper dust. Clean rollers with a damp, lint free
cloth.
42
4. Check the tray 3 pick-up and feed rollers.
a. Check the rollers for wear, damage, or paper dust.
b. Check if the pick-up/reverse/forward rollers are assembled correctly.
c. If the rollers are dirty clean them with a damp, lint free cloth.
d. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

For instructions: Removal and replacement: Tray 2-x rollers See the Repair Service Manual for this
product.
5. If pick up/reverse/forward rollers are good, check the pickup unit.
a. Remove trays 2 and 3 from the printer.
b. Push on the pickup actuator to see if it operates correctly. The pickup roller should drop down when
pushed.

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

For instructions: Removal and replacement: Pickup assemblies See the Repair Service Manual for this
product.
6. If pickup drop down functions correctly, check the tray 3 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0300, T3 Feed Sensor.
c. Trip the tray 3 feed sensor as shown in the following image to ensure that it is functioning correctly.
44
d. If the sensor test fails, clean the sensor with a damp cotton swab and retest the sensor.
Figure 1 Clean feed sensor (Call-out 3)
Call-out 1: Registration sensor

Call-out 2: Tray 2 feed sensor
NOTE: If the feed sensor was dirty or contaminated, the 2 other sensors might be also and should be
cleaned.
Figure 2 Example of dust contaminated sensor
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
f. If the wire harness is good, replace the sensor.
Part number: 0604-001381

7. If sensor functions correctly, test the pickup unit.
a. Run test 100-0380, Tray 3 Pickup Motor.
b. Check if the cable harness from the input unit to the main board PCA is connected correctly.
c. If the connection is OK replace the tray 3 main frame pickup.
8. If the error persists, test the main motor.
a. Run test 100-0000, Main BLDC Motor.
b. Check if the cable harness from the main motor to the main board PCA is connected correctly.
c. If the connection is OK replace the main motor or the main drive.
Main motor part number: JC31-00123A

For instructions: Removal and replacement: Main drive See the Repair Service Manual for this product.
9. Check the paper path between tray 3 and the registration area for obstructions or damage. If damaged
parts are found replace them. See the service manual for instructions.
13.A3.D3
A paper delay jam occurred from tray 3.
The paper failed to reach the tray 3 pickup jam sensor when feeding from tray 3.
46
cloth.

product.

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

product.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0300, Tray 3 Feed Sensor.
48
e. If the sensor test fails again, check the wire harness between the tray 3 feed sensor and main board
PCA.
7. If sensor functions correctly, test the pickup unit.
c. If the connection is OK replace the tray 3 main frame pickup.

13.A4.A4
A paper stay jam occurred from tray 4 of the dual cassette feeder (DCF).
1. Open the dual cassette feeder (DCF) right cover. Remove any jammed paper from the area.
13.A4.A4 49
4. Check the tray 4 pick-up and feed rollers for wear, damage, or paper dust. Clean the rollers with a damp, lint
free cloth.
1. Open the dual cassette department feeder right cover. Remove any jammed paper from the area.
50
Pickup roller part number: JC93-01091A
Feed roller part number: JC66-04607A
5. If the error persists, check the tray 4 feed sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0320, Tray 4 Feed Sensor.
d. If the sensor test fails, check the wire harness between the tray 4 feed sensor and the sheet feeder
PCA.
e. If the wire harness is good, replace the tray 4 feed sensor.
f. If the tray 4 feed sensor has been replaced and the sensor still does not function correctly, replace the
sheet feeder PCA.

For instructions: Removal and replacement: Dual cassette feeder PCA See the Repair Service Manual
for this product.
6. Check the tray 4 feed motor.
a. Open the lower right door and run test 101-0141, Tray 4 Feed Motor.
b. Ensure that the feed rollers are rotating.
c. If the motor does not function correctly, check if the DCF feed motor wire harness is connected
correctly.
d. If the connection is OK, replace the DCF feed drive assembly.
7. Check the tray 4 pickup motor.
a. Run test 100-0390, Tray 4 Pickup Motor and listen for the pickup motor running.
b. If the motor does not function correctly, check if the DCF pickup motor wire harness is connected
correctly.
c. If the connection is OK, replace the tray 4 pickup drive.
8. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

13.A4.A5
The paper failed to leave the tray 4 pickup jam detection sensor when feeding from tray 5.
52
free cloth.

● Support Tools
● Service
● Service Tools
● Diagnostics
PCA.
sheet feeder PCA.

for this product.
54
correctly.
correctly.
correctly.
9. Check the paper path between the DCF and the printer engine for obstructions or damage. Replace any
damaged parts using the service manual.

13.A4.D4
A paper delay jam occurred from tray 4 of the dual cassette feeder (DCF).
13.A4.D4 55
free cloth.
56
● Support Tools
● Service
● Service Tools
● Diagnostics

PCA.
sheet feeder PCA.

for this product.
correctly.
correctly.
8. Check the tray 4 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup 1
assembly as needed.
58
For instructions: Removal and replacement: Dual cassette feeder pickup assembly See the Repair Service
Manual for this product.
13.A4.D5
The paper failed to reach the tray 4 pickup jam detection sensor when feeding from tray 5.
free cloth.
13.A4.D5 59
● Support Tools
● Service
● Service Tools
● Diagnostics
60
PCA.
sheet feeder PCA.

for this product.
correctly.
correctly.

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

13.A4.FF Paper Jam

Residual paper jam at the tray 4 jam detect sensor.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
2. Open trays 4 and 5 and remove any jammed paper from the tray.
● Support Tools
● Service
● Service Tools
● Diagnostics
62
PCA.
sheet feeder PCA.

for this product.
13.A5.A5
13.A5.A5 63
free cloth.
64
● Support Tools
● Service
● Service Tools
● Diagnostics
PCA.
sheet feeder PCA.

for this product.

correctly.
correctly.
correctly.
13.A5.D5
66
free cloth.

● Support Tools
● Service
● Service Tools
● Diagnostics
PCA.
sheet feeder PCA.

for this product.
68
correctly.
correctly.
8. Check the tray 5 pickup unit for obstructions or damaged parts, replace the DCF main frame pickup as
needed.

13.A8.A1 Jam in tray 1

The paper did not leave the tray 2 pickup jam sensor when printing from tray 1.
2. Remove any jammed paper from tray 1.
13.A8.A1 Jam in tray 1 69

4. Remove the tray 1 pick-up and feed roller cover.
free cloth.
3. Open the right door. Remove any jammed paper found.
a. Remove the tray 1 pick-up and feed roller cover.
70
b. Check the tray rollers for wear, damage, or paper dust.
c. Check if the pick-up/reverse/forward rollers are assembled correctly.
d. If the rollers are dirty clean them with a damp, lint free cloth.
e. If the pick-up/reverse/forward rollers are worn out or contaminated, replace the defective roller.

For instructions: Removal and replacement: MP tray rollers See the Repair Service Manual for this
product.
5. Test the printer from tray 2. If tray 2 passes, skip to the step for testing the tray 1 (MP) solenoid. If tray 2
fails also use the following procedure to check the tray 2 jam-detect sensor:
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0290, Feed Sensor.
c. Trip the feed sensor as shown in the following image to ensure that it is functioning correctly.
Check sensor

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

cleaned.

e. If the sensor test fails again, check the wire harness between the feed sensor and the main board PCA.
72
6. Check if the tray 1 (MP) solenoid operates correctly.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Make sure that tray 1 is open.
c. Run test 101-0271, Tray 1 Solenoid. Watch for the pickup rollers to move when the solenoid is
actuated.
d. If the tray 1 (MP) solenoid does not function correctly, check the wire harness connection for the tray 1
(MP) unit.
e. If the tray 1 solenoid fails and the wire harness has no defects, replace the tray 1 solenoid.
7. Check the tray 1 clutch unit.
a. Run test 101-0270, Tray 1 Clutch and verify the clutch is good by viewing the gear rotate in the
following image.
NOTE: To run this test, the right door sensor might need to be tripped.

b. If the motor or the clutch does not function, check if both wiring harnesses are connected correctly.
c. If the connection is good, replace the main drive as needed.
Main drive part number: JC93-00912B

8. Check the main motor.

9. Check the registration unit.
a. Run test 100-0411, Registration Motor.
NOTE: Verify the operation by opening the right door and observing the registration rollers turning.
b. Check if the cable harness from the motor to the main board PCA is connected correctly.

10. Check the registration clutch.
a. Run test 101-0050, Registration Clutch.
b. Check if the cable harness from the clutch to the main board PCA is connected correctly.
74
c. If the connection is OK replace the main sub drive or the main drive.
Main sub drive part number: JC93-00911B

13.A8.A2 Jam in tray 2

The paper did not leave the tray 2 pickup jam sensor when printing from tray 2.
cloth.
13.A8.A2 Jam in tray 2 75


product.
pushed.
76
c. If the pick rollers do not drop down correctly, replace the main frame first pickup assembly.

product.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0290, Feed 1 Sensor.


cleaned.

78
7. If sensor functions correctly, test the tray 2 pickup unit.
c. If the connection is OK replace the main frame first feed assembly.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.

product.




13.A8.Az Jam in right door
A paper stay jam occurred from tray Z.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
● 13.A8.A3 Stay jam when printing from tray 3
● 13.A8.AD Stay jam when printing from the duplexer
2. Check the tray 2 pickup jam detection sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
80
For instructions:

cleaned.



82

6. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as need
using the service manual.
13.A8.D1 Jam in tray 1

The paper did not reach the tray 2 pickup jam sensor when printing from tray 1.
2. Remove any jammed paper from the tray 1.
free cloth.
13.A8.D1 Jam in tray 1 83


product.
● Support Tools
● Service
● Service Tools
● Diagnostics
84
Check sensor

cleaned.

● Support Tools
● Service
● Service Tools
● Diagnostics
actuated.
(MP) unit.
86
following image.





13.A8.D2 Jam in tray 2

A paper jam occurred from tray 3.
The paper did not reach the tray 2 pickup jam sensor when printing from tray 2.
88
cloth.


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

product.
● Support Tools
● Service
● Service Tools
● Diagnostics
90
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first.

product.




13.A8.Dz Jam in right door

A paper stay jam occurred from tray Z.
The paper did not leave the tray 2 pickup jam sensor when printing from tray Z.
● 13.A8.D3 Delay jam when printing from tray 3
● 13.A8.DD Delay jam when printing from the duplexer
● Support Tools
92
● Service
● Service Tools
● Diagnostics




13.A8.FF
Residual jam a tray 2 jam detect sensor A8.
1. Open the right side cover. Remove any jammed paper found.
NOTE: For part-replacement procedures, or for missing part numbers, escalate the issue using the Standard
Support Process.
● Support Tools
● Service
● Service Tools
● Diagnostics
94

cleaned.

13.B2.Az Jam in right door

A paper stay jam occurred at the registration jam detect sensor.
The paper did not leave the registration jam detect sensor when printing from tray Z.
● 13.B2.A1 Stay jam when printing from tray 1
● 13.B2.AD Stay jam when printing from the duplexer
96
2. Check if there is any obstruction or paper jammed inside the printer. If there is, remove it.
3. Check the registration jam sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102–0360, Registration Sensor.
c. If the sensor test fails, clean the registration sensor with a damp cotton swab and retest the sensor.
Figure 13 Clean registration sensor (Call-out 1)
NOTE: If the registration sensor was dirty or contaminated, the 2 feed sensors might be also and
should be cleaned.


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


98

13.B2.D1 Jam in tray 1

The paper did not reach the registration jam detect sensor when printing from tray 1 (MP tray).
2. Remove any jammed paper from the tray 1.
free cloth.
13.B2.D1 Jam in tray 1 99


product.
● Support Tools
● Service
● Service Tools
● Diagnostics
100
Check sensor

cleaned.

● Support Tools
● Service
● Service Tools
● Diagnostics
actuated.
(MP) unit.
102
following image.





13.B2.D2 Jam in tray 2

The paper did not reach the registration jam detect sensor when printing from tray 2.
104
cloth.


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

product.
● Support Tools
● Service
● Service Tools
● Diagnostics
106
c. Trip the sensor as shown in the following image to ensure that it is functioning correctly.
d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.
8. Check the tray 2 pickup unit for obstructions or damage, if needed replace the main frame pickup first
assembly.

product.




13.B2.Dz Jam in right door

A paper jam occurred from tray Z.
The paper did not reach the registration jam detect sensor when printing from tray Z.
● 13.B2.D3 Delay jam when printing from tray 3
● Support Tools
108
● Service
● Service Tools
● Diagnostics
d. If the sensor test fails, check the wire harness between the sensor and the main board PCA.




7. Check the right door assembly and transfer unit for obstructions or damaged parts, replace parts as
needed. See the service manual for instructions.
13.B2.DD
A paper delay jam occurred at the registration jam detect sensor.
The paper did not reach the registration jam detect sensor when printing from the duplexer.
2. Open the duplex path and remove any paper found.
Figure 17 Open the duplex path
110
Figure 18 Check for jams

3. Test the printer in the simplex mode to see if A jam occurs at the registration sensor.
4. If a paper jam occurs at the registration sensor when printing in simplex mode, perform the following. If
simplex mode passes skip to the step for testing the duplex motor.
a. Check the registration sensor.
b. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 102–0360, Registration Sensor.
d. Trip the sensor as shown in the following image to ensure that it is functioning correctly.
112
e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.



8. Test the duplex motor.
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Run test 100–0140, Duplex Motor forward.
c. With the duplex path open, observe the duplex drive belt to ensure the motor is functioning correctly.
d. If the sensor test fails, check the wire harness on the duplex drive.
e. If the wire harness is good, replace the duplex motor.
9. Check the duplex path for obstructions or damage. Replace damaged parts as need using the service
manual.
13.B2.FF
Residual paper jam at registration jam detect sensor
When the machine is warming-up, jammed paper inside machine is detected.
The leading edge of the paper has not reached the registration. sensor within the specified time.
Support Process.
114
● Support Tools
● Service
● Service Tools
● Diagnostics

Figure 21 Clean registration sensor (Call-out 1)
NOTE: If the registration sensor was dirty or contaminated, the 2 feed sensors might be also and
should be cleaned.

e. If the sensor test fails, check the wire harness between the sensor and the main board PCA.
116
13.B4.Dz Ruby / Jade
A jam occurs because the front of the paper fails to reach the fuser loop sensor.
● 13.B4.D1 Stay jam when printing from tray 1
● 13.B4.DD Stay jam when printing from the duplexer
3. Check the loop detection sensor.
a. Ensure the sensor actuator moves freely and is not damaged.
b. If the actuator is damaged or the sensor does not function correctly, replace the right side duplex
cover.
13.B4.Dz Ruby / Jade 117




13.B9.Az Fuser Jam

Fuser delivery stay jam.
Paper failed to exit the fuser out sensor in the required time limit.
This jam code might be caused by:
● An accordion jam at the fuser exit. Something is blocking the paper before the output rollers.
● The output bin rollers not turning. There is very little distance from the fuser exit and the output bin.
● A sticky fuser exit flag. If it is stuck, or even delayed momentarily in the activated position.
● Issues with the duplexer. This error occurs only on duplex jobs, simplex jobs will print OK.
Z = Fuser mode
118
● 13.B9.A1 Printing in Auto-Sense mode Normal.
● 13.B9.A2 Printing in fuser mode Normal.
● 13.B9.A3 Printing in fuser mode Light 1 or Light 2.
● 13.B9.A4 Printing in fuser mode Heavy 1.
● 13.B9.A7 Printing in fuser mode Glossy paper 1.
● 13.B9.AB Printing in fuser mode Transparency.
● 13.B9.AC Printing in fuser mode Label.
● 13.B9.AD Printing in fuser mode Envelope 1 or Envelope 2.
3. Remove the fuser and check for wrapped paper or jams inside the fuser.
4. If the error persists after clearing the jams, check the fuser exit sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 102-0361, the Fuser Out Sensor test.
c. If the sensor operation is normal, skip to the step for testing the fuser/exit drive unit.
d. If the sensor does not work, check the wire harness connection between the fuser exit sensor and the
main board.
e. If the wire harness connection is OK, replace the sensor or the actuator as needed.
Fuser out actuator part number: JC66-03307A
Sensor part number: 0604-001393
5. Check the fuser/exit drive unit.
a. Run test 109-0030, Fuser Motor Forward.
b. Check the wire harness connection of the fuser drive unit.
c. Physically inspect the fuser drive gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the fuser drive.
Fuser output drive part number: JC93-00449A

For instructions: Removal and replacement: Fuser output drive assembly See the Repair Service
d. Inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

For instructions: Removal and replacement: Fuser See the Repair Service Manual for this product.
e. If the gear drive is clean replace the fuser drive motor.
Fuser drive motor part number: JC31-00123B
6. Physically inspect the output path and gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the damaged part or output unit as needed. See the service manual
for instructions.
120
13.B9.Dz Jam in right door
Fuser delivery delay jam.
A jam occurs because the rear of the paper fails to exit the registration sensor.
Z = tray printing from
● 13.B9.D1 Fuser delivery delay jam when printing from tray 1.
● 13.B9.DD Fuser delivery delay jam when printing from the duplexer.
3. Remove the fuser and check for wrapped paper or jams inside the fuser.
● Support Tools
● Service
● Service Tools
● Diagnostics
13.B9.Dz Jam in right door 121

d. If the sensor does not work, check the wire harness connection between fuser exit sensor and main
board.
a. Run test 109-0030, Fuser Motor Forward.


6. Physically inspect the output path and gears for any obstructions or damage. If they are damaged or if
obstructions cannot be cleared, replace the damaged part or output unit as needed. See the service manual
for instructions.
122
13.B9.FF Jam in right door
Residual paper jam fuser output sensor.
A jam occurs when the printer detects the media at the fuser out sensor during warming up.
Support Process.
● Support Tools
● Service
● Service Tools
● Diagnostics
13.B9.FF Jam in right door 123

d. If the sensor does not work, check the wire harness connection between fuser exit sensor and main
board.
13.D2.AZ Jam in Right Door

Duplex paper jam.
A jam occurs because the rear of the paper fails to exit the duplex 1 sensor.
Z = Fuser mode
● 13.D2.A1 Printing in Auto-Sense mode Normal.
● 13.D2.A2 Printing in fuser mode Normal.
● 13.D2.A3 Printing in fuser mode Light 1 or Light 2.
● 13.D2.A4 Printing in fuser mode Heavy 1.
● 13.D2.A7 Printing in fuser mode Glossy paper 1.
● 13.D2.AB Printing in fuser mode Transparency.
● 13.D2.AC Printing in fuser mode Label.
● 13.D2.AD Printing in fuser mode Envelope 1 or Envelope 2.
124
Support Process.

4. Check the duplex sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
126
b. Run test 102-0380, Duplex Jam 1 Sensor.
c. If the sensor operation is normal, skip to the step for testing the duplex motor.
main board.
e. If the wire harness connection is OK, replace the duplex sensor or actuator as needed.
Actuator duplex 2 part number: JC66-02180A
● Support Tools
● Service
● Service Tools
● Diagnostics

6. Check the right door assembly and duplex path for any obstructions or damage. Replace damaged parts as
13.D2.DZ Jam in Right Door

Duplex paper jam.
A jam occurs because the front of the paper fails to reach the duplex 1 sensor.
Z = Fuser mode
● 13.D2.D1 Printing in Auto-Sense mode Normal.
● 13.D2.D2 Printing in fuser mode Normal.
● 13.D2.D3 Printing in fuser mode Light 1 or Light 2.
● 13.D2.D4 Printing in fuser mode Heavy 1.
● 13.D2.D7 Printing in fuser mode Glossy paper 1.
● 13.D2.DB Printing in fuser mode Transparency.
● 13.D2.DC Printing in fuser mode Label.
● 13.D2.DD Printing in fuser mode Envelope 1 or Envelope 2.
128
Support Process.

● Support Tools
● Service
● Service Tools
● Diagnostics
130
main board.
● Support Tools
● Service
● Service Tools
● Diagnostics

6. Check the exit drive.
a. Run test 100-0430, Exit 2 Motor Forward.
b. If the test fails, check the harness connection to the motor from the main board PCA.
c. If the harness connection is OK, replace the exit drive motor.
13.D2.FF Jam in Right Door

A jam occurs when the printer detects the media at the duplex 1 sensor during warming up.
132
Support Process.

● Support Tools
● Service
● Service Tools
● Diagnostics
134
main board.
● Support Tools
● Service
● Service Tools
● Diagnostics

13.E1.AZ
Paper stay jam. The rear end of the paper fails to exit the IPTU entrance sensor.
● 13.E1.A1 Paper stay jam going to top output tray.
● 13.E1.A2 Paper stay jam going to main output tray.
● 13.E1.A3 Paper stay jam going to booklet output tray.
1. Open the IPTU access cover, remove the paper from the main body exit or the IPTU entrance, and then close
the door.
136
Support Process.
the door.
3. If the paper being used is not A4 or letter, test with A4 or letter fed long edge first as indicated below. If a
new error occurs, follow that error guide.
4. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
where the paper leading edge stopped.
Check for a foreign substance, a deformed shape, paper path obstructions that can cause this error.

Callout 1: IPTU entrance sensor
Callout 2: IPTU exit sensor
5. Check the IPTU input sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2070, 2 Bin Finisher Bridge Entrance Sensor.
138
c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and IPTU PCA.
d. Retest the sensor. If the sensor does not function correctly, replace the sensor.

For instructions: Removal and replacement: Bridge entrance sensorSee the Repair Service Manual for
this product.
6. Check the IPTU feed motor.
a. Run test 113–2560, 2 Bin Finisher Bridge Feed Motor.
b. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor and booklet PCA.
c. Retest the motor. If the test fails, replace the IPTU motor.

For instructions: Removal and replacement: Bridge motor See the Repair Service Manual for this
product.
13.E1.Dz
Paper delay jam. The front end of the paper fails to reach the IPTU entrance sensor. The "z" indicates the type of
paper that the printer is currently set to print on.
The output destination (output flag is missing or sensor is bad)
NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for an
inner finisher or an output device/bridge and they are missing or unplugged.
Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run the
printer without them.
During installation, retain the actuator for later use.
13.E1.D1 - Paper type set to AutoSense
13.E1.D2 - Paper type set to Normal
13.E1.D3 - Paper type set to Light 1,2 or 3
13.E1.D4 - Paper type set to Heavy 1
13.E1.D7 - Paper type set to Glossy 1
13.E1.Dz 139
the door.
Support Process.
1. Check if the IPTU or inline finisher have been removed and the printer is being used without an output
device.
NOTE: This error might be caused when the 1st exit is missing the output flag because it was set up for
an inner finisher or an output device/bridge and they are missing or unplugged.
Once installed, the finisher or bridge cannot be remove without reinstalling the bin full actuator and run
the printer without them.
During installation, retain the actuator for later use.
140
the door.
4. Check the IPTU input sensor S1.

● Support Tools
● Service
● Service Tools
● Diagnostics

this product.
e. If the sensor actuator flag is damaged, replace the actuator.

this product.
13.E1.FF
Paper detected at the IPTU entrance sensor when initialized.
the door.
142
Support Process.
the door.
3. Check the IPTU input sensor S1.

● Support Tools
● Service
● Service Tools
● Diagnostics

this product.

this product.
13.E2.FF
Paper detected at the IPTU middle sensor when initialized.
144
the door.
Support Process.
the door.

3. Check the IPTU exit sensor S3.
● Support Tools
● Service
● Service Tools
● Diagnostics
146

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.

For instructions: Remove and replace: Bridge (IPTU) exit sensorSee the Repair Service Manual for this
product.
13.E7.Az
Paper stay jam in exit area.
The paper trailing edge failed to exit the exit 2 paper sensor in the time limit.
3. Check the exit 2 sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0371, Exit 2 Sensor.
c. Remove the exit unit.
13.E7.Az 147
d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.
Actuator bin full output part number: JC66-04339A
Actuator lever part number: JC66-02218A
Actuator lever output full part number: JC66-02278A
e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.


13.E7.Dz
Paper jam in exit area. ("z" indicates the type of paper that is being printed on)
The failed to reach the exit 2 paper sensor in the time limit.
13.E7.D1 - Printing in Plain paper mode.
13.E7.D2 - Printing in Thin paper mode.
13.E7.D3 - Printing in Recycled paper mode.
13.E7.D4 - Printing in Thick paper mode.
148
13.E7.D5 - Printing in Heavy paper mode.
13.E7.D6 - Printing in Extra Heavy paper mode.
13.E7.D7 - Printing in Extra Heavy Card stock paper mode.
13.E7.D8 - Printing in Glossy paper mode.
13.E7.D9 - Printing in Heavy Glossy paper mode.
13.E7.DA - Printing in Bond paper mode.
13.E7.DB - Printing in Transparency paper mode.
13.E7.DC - Printing in Label paper mode.
13.E7.DD - Printing in Envelope paper mode.
13.E7.DE - Printing in Archive paper mode.
3. Check the exit 2 sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 102-0371, Exit 2 Sensor.
c. Remove the exit unit.

d. Check if the return sensor actuator is broken or deformed. If necessary, reassemble or replace it.
e. Check if the return sensor is connected correctly. If the connection is OK, replace the sensor.
a. Run test 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to the step for testing
the output unit.


13.60.A1, 13.60.A2 or 13.60.A3

Paper stay jam. The paper failed to leave the entrance sensor of the finisher.
● 13.60.A1 Finisher input jam when printing to top output tray.
● 13.60.A2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)
● 13.60.A3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)
150
Inner Finisher: Recommended action for customers
1. Open the finisher and check for any jammed paper or obstructions, and remove them.
a. Open the finisher door.
b. Use the release lever to slide the inner finisher away from the printer.
c. Open the right and upper jam covers.
Inner Finisher: Recommended action for customers 151

d. Inspect the areas for paper jams or obstructions.
e. Close the covers and slide the inner finisher into place.
f. Open the finisher output cover.
g. Remove any jammed paper or obstructions.
2. If the error persists, turn the printer off, and then on.
152
Stapler/Stacker - Booklet Maker: Recommended action for customers
1. Check the IPTU for paper jams or obstructions.
a. Open the IPTU cover.
b. Check for paper jams or obstructions.
2. Check the finisher for paper jams or obstructions.
a. Open the finisher top cover.
Stapler/Stacker - Booklet Maker: Recommended action for customers 153

b. Open the inner jam cover.
c. Check for jams in the indicated area.
d. Open the finisher front cover and inner jams access cover.
e. Remove any jams or obstructions.
f. Close all finisher covers.
154
Inner finisher: Recommended action for call-center agents and onsite technicians
Inner finisher: Recommended action for call-center agents and onsite technicians 155
h. Close the covers and slide the inner finisher back into printer.
156
3. If the jam is occurring with paper that is not A4 or Letter, try printing out with A4 or letter paper using long
edge feeding. If another error appears, follow the troubleshooting for that specific error.
4. If the error persists, Check the finisher exit motor ( M2).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0502 Finisher Exit Motor.
c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.
d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.
f. Retest the entrance motor. If the test fails, replace the exit motor.

For instructions: Removal and replacement: Inner finisher exit motor See the Repair Service Manual for
this product.
5. If all other troubleshooting has been performed and the error persists, replace the inner finisher PCA.
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians
158
Stapler/Stacker or Booklet Finishers: Recommended action for call-center agents and onsite technicians 159
160
5. Check the paper path from the bridge entrance sensor to the bridge exit sensor. Take a very close look at
Check for a foreign substance, a deformed shape, or paper path obstructions that can cause this error.
Callout 1: IPTU entrance sensor

6. If the persists, check the finisher exit motor (M13).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2580 2 Bin Finisher Exit Feed Motor.
Listen for the sound of the motor running.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
d. Retest the entrance motor. If the test fails, replace the exit motor.

For instructions: Removal and replacement: Finisher feed exit motor See the Repair Service Manual
for this product.
13.60.D1, 13.60.D2 or 13.60.D3

Paper delay jam. The paper failed to reach the finisher entrance sensor before the operation timed out.
● 13.60.D1 Finisher input jam when printing to top output tray.
● 13.60.D2 Finisher input jam when printing to main output tray. (Stapler/Stacker-Booklet Maker only)
● 13.60.D3 Finisher input jam when printing to booklet output tray. (Stapler/Stacker-Booklet Maker only)
162

164

166
168
3. If the error persists, check the finisher entrance motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0501 Finisher Entrance Motor.
PCA.
d. While checking the motor, disconnect and reconnect both ends of the wire harness from the input
sensor to the finisher PCA.
e. Retest the entrance motor. If the test fails, replace the entrance motor.

For instructions: Removal and replacement: Inner finisher entrance motor See the Repair Service
4. If the motor test passes, check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
b. Ensure the sensor actuator flag moves freely.
c. Replace the sensor as needed.

For instructions: Removal and replacement: Inner finisher entrance sensor See the Repair Service
Support Process.
170
4. Check the paper path from the bridge exit sensor to the finisher entrance sensor. Take a very close look at
Callout 1: Finisher entrance sensor

172
5. If the error persists, check the finisher entrance sensor (S12).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2080, 2 Bin Finisher Entrance sensor.
c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.
d. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
e. If the sensor still fails, replace the sensor.

For instructions: See the Repair Service Manual for this product.
13.60.FF
The entrance sensor detects paper when the finisher starts.
174
e. Open the finisher output cover.

f. Remove any jammed paper or obstructions.
g. Close the covers and slide the inner finisher into place.
176

178
h. Close the covers and slide the inner finisher back into the printer.
180
3. Check the finisher entrance sensor S1.
a. Ensure the sensor actuator flag moves freely.
b. Using code 113-0350, run the diagnostic test for the entrance sensor: Support Tools> > Service> >
Service Tools> > Diagnostics> > Engine Diagnostics> > Engine Test Routines
c. Cover the entrance sensor (S1) to ensure the reading changes.
d. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
e. Replace the sensor as needed.

182
4. If the error persists, check the finisher entrance sensor (S12).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2080, 2 Bin Finisher Entrance sensor.
c. Move s folded piece of paper or card stock in and out and back and forth in the following location and
out to check the reading value changes.
184
d. Retest the sensor. If the sensor does not read “Low”, disconnect and reconnect both ends of the wire
harness from the input sensor to the finisher PCA.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
f. If the sensor still fails, replace the sensor.

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

13.63.A1 185
186 13.63.A1


188 13.63.A1
4. If the error persists, Check the finisher exit motor ( M2).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0502 Finisher Exit Motor.
c. Check the driving gear to ensure it is installed with the correct orientation and to make sure the
one-way bearing is running in the correct direction.
d. Check the belt to ensure it is properly installed at the driving gear and the exit motor. The image below
shows the correct installation of the belt.
e. If the test fails, disconnect and reconnect both ends of the wire harness from the exit motor to the
finisher PCA.
190 13.63.A1
f. Retest the entrance motor. If the test fails, replace the exit motor.

For instructions: Removal and replacement: Inner finisher exit motor See the Repair Service Manual for
this product.
13.63.AZ
Paper stay jam. The paper failed to exit the pass through/exit sensor.
13.63.AZ 191
192

194
3. Check the finisher input sensor.
a. Disconnect and reconnect both ends of the wire harness from the input sensor to the finisher PCA.
b. Replace the sensor as needed.


4. Check the finisher exit sensor.
b. Disconnect and reconnect both ends of the wire harness from the exit sensor to the finisher PCA.
c. Replace the sensor as needed.

For instructions: Removal and replacement: Inner finisher exit sensor See the Repair Service Manual
for this product.
13.63.DZ
Paper delay jam. The paper fed to the finisher fails to reach the finisher pass-through sensor.
196

198

200
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-0360 Finisher Exit sensor.

for this product.
13.63.F0
The pass-through/exit sensor detects paper when the finisher initializes.
13.63.F0 201
202

204

● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-0360 Finisher Exit sensor.
206

for this product.
13.84.D1
The paper failed to reach the top tray exit sensor of the finisher.
13.84.D1 207
IMPORTANT: A firmware solution for 13.84.D1 has been added to FW Version 4.6.0.1.
Please upgrade to Firmware Version 4.6.0.1 after clearing initial jam and before going into further
troubleshooting.
208

3. Check the paper path from the finisher entrance sensor to the finisher exit sensor. Take a very close look at
Callout 1: Top tray exit sensor
210
4. If the error persists, check the finisher top exit sensor (S11).
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-2091, 2 Bin Finisher Sub Exit sensor.
d. Push the top exit sensor actuator to check the reading value changes.

e. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from
the exit sensor to the finisher PCA.
f. If the sensor still fails, replace the sensor.
Exit sensor part number: 0604-001393

Exit sensor actuator part number: JC66-04525A
For instructions: Remove and replace: Top exit sensor See the Repair Service Manual for this product.
13.84.D2
The paper failed to reach the main output tray exit sensor.
212

214
3. Check the paper path from the finisher entrance sensor to the main exit sensor. Take a very close look at
Callout 1 - Finisher entrance sensor

Callout 2 - Finisher main exit sensor

4. If the error persists, check the finisher main exit sensor (S10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.
216
c. Use a sheet of paper to trip the sensor.

d. If the sensor still does not read correctly, disconnect and reconnect both ends of the wire harness from

For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.
13.84.F0
Paper is detected at the exit sensor when the finisher is initializing.
13.84.F0 217
218

220
3. If the error persists, check the finisher main exit sensor (S10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2090, 2 Bin Finisher Main Exit Sensor.

c. Use a sheet of paper to trip the sensor.


For instructions: Remove and replace: Finisher main exit sensorSee the Repair Service Manual for this
product.
13.90.A3
Paper is detected at the booklet maker entrance sensor during initialization.
222
d. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
2. Check the booklet maker for jams or obstructions.

a. Open the finisher front cover and the inner jams access cover, and then pull the booklet maker out.
b. Check the top entrance to the booklet maker.
c. Open the booklet entrance jam access door and check for paper or obstructions.
d. Remove any jams or obstructions.
e. Close all finisher covers.
224

226
4. Check the booklet entrance sensor
a. Ensure the actuator flag moves freely and is not sticking. Clean the actuator as needed.
● Support Tools
● Service
● Service Tools
● Diagnostics

c. Run test 113–3100, Booklet Entrance Paper Sensor. Touch Start, and then Get Status.
d. If the status reads “High”, thoroughly check the sensor for dust and debris. Clean the sensor and then
touch Get Status again to see if the reading has changed.
e. If the reading is still “High”, disconnect and reconnect both ends of the wire harness to the sensor and
booklet PCA.
f. Retest the sensor. If the sensor does not function correctly, replace the sensor.
5. If the sensor test is good, replace the booklet maker PCA.

For instructions: Removal and replacement: Booklet finisher PCA See the Repair Service Manual for this
product.
13.90.D3
Paper did not reach the booklet unit entrance sensor in the specified time limit.
228

230

232
4. Check the paper path from the buffer sensor to the booklet entrance sensor. Take a very close look at
Callout 1 - Buffer sensor

Callout 2 - Booklet entrance sensor
5. If the error persists, check the booklet entrance sensor (S36).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–3100, Booklet Entrance Paper Sensor.
c. Push the actuator to check the value change.
e. Retest the sensor. If the sensor does not function correctly, replace the sensor.

For instructions: Remove and replace: Booklet entrance sensorSee the Repair Service Manual for this
product.
6. If the sensor functions correctly, test the booklet entrance motor.
a. Run test 113–3500, Booklet Feed Motor.
c. Retest the motor. If the test fails, replace the motor.

For instructions: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.
13.92.D1, 13.92.D2, 13.92.D3 or Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.
The buffer is used for two purposes:
1) when pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed
2) the buffer area also serves as the entrance to the booklet maker.
234
IMPORTANT: If the user grabs pages from the finisher before they are completely delivered to the output bin, a
13.92.Dx or 13.98.D3 error can occur.
Open top cover
Open jam access
Check for paper jam

d. Open the finisher front cover, then open the jam clearance guide to the right of the stapler.
Figure 35 Open jam access
Figure 36 Check for paper
NOTE: Use the paper roller knobs to move paper for easier access.
236
3. If the error persists, please contact customer support at: www.hp.com/go/contactHP.
Open top cover
Open jam access

Check for paper jam
238
2. If the error persists, check to ensure the finisher diverter is functioning correctly.
Open top cover

Open jam access
c. Locate the diverter and check it by pushing down and releasing it.
Figure 39 Check diverter
Call-out 1: Jam access handle
Call-out 2: Push down on diverter
Once released, the diverter should quickly pop back up.
and elevate the case using the stand
d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process
4. If the error persists, please elevate the case using the Standard Support Process
13.92.FF Jam in front left door

Residual paper jam in finisher at the buffer sensor.
240
Open top cover
Open jam access
Check for paper jam

242
Open top cover
Open jam access

Check for paper jam
244

3. If the error persists, check the finisher buffer sensor (S13).
Callout 1 - Sensor S13 location
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2100, 2BinFinisher Buffer exit Sensor.
246
c. Put paper in and out to check the value change.
4. If the error persists, power off, and disconnect / reconnect the wire harness CN4 of the finisher PCA. And
then power on.

13.98.A3
The rear end of the paper fails to exit the buffer sensor during the booklet job.
248
d. Open the upper jam access door and clear any jams.
e. Open the lower jam access door and remove any paper.
f. Remove any jams or obstructions.
g. Close all finisher covers.

250

3. If the paper being used is not A4 or letter, test with A4 or letter fed short edge first as indicated below. If a
new error occurs, follow that error guide.
4. Check the paper path from the buffer sensor to the booklet tamper sensor. Take a very close look at where
the paper leading edge stopped.
NOTE: Ensure that the buffer sensor S13 is clear of any debris and moves freely.
Callout 1 - Buffer sensor

Callout 2 - Booklet tamper sensor
5. If the error persists, check the booklet entrance motor (M15).
252
a. Use a piece of paper to trip the exit sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 113-3500, Booklet Feed Motor.
Listen for the sound of the motor functioning.
d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
e. Retest the motor. If the test fails, replace the motor.

Remove and replace: Booklet entrance motor
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door

Paper delay jam reported by the finisher buffer sensor.
The buffer is used for two purposes:
13.92.D1, 13.92.D2, 13.92.D3 or 13.98.D3 Jam in the front left door 253
1) when pages are being delivered to the output bin, one page can be “buffered” in this area so the finisher can
continue operating at speed
2) the buffer area also serves as the entrance to the booklet maker.
Open top cover
Open jam access
Check for paper jam
254

Open top cover
Open jam access
256
Check for paper jam

2. If the error persists, check to ensure the finisher diverter is functioning correctly.
Open top cover
258
Open jam access
c. Locate the diverter and check it by pushing down and releasing it.
Figure 48 Check diverter
Call-out 1: Jam access handle
Call-out 2: Push down on diverter
Once released, the diverter should quickly pop back up.
and elevate the case using the stand
d. If the diverter does not pop back, record the serial number of the finisher and elevate the case using
the Standard Support Process
4. If the error persists, please elevate the case using the Standard Support Process
13.69.A2 or 13.98.D3
The front end of the paper fails to reach the buffer sensor during the booklet job.
13.69.A2 or 13.98.D3 259

260

262
3. Check the paper path from the finisher main exit sensor to the buffer sensor. Take a very close look at
Callout 1- Main exit sensor

Callout2 - Buffer sensor
4. If the error persists, check the finisher buffer sensor (S13).
a. Using code 113-2100, run the diagnostic test for the sensor:
● Support Tools

● Service
● Service Tools
● Diagnostics
c. Run test 113–2100, 2BinFinisher Buffer exit Sensor.
d. Put paper in and out of the following area test the sensor and see if the value changes.
Callout 1- load piece of paper.

Callout 2- Buffer exit sensor
e. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness to
the sensor and booklet PCA.
f. Retest the sensor. If the sensor does not function correctly, replace the sensor.
5. Check the booklet feed motor.
a. Run test, 113–3500, Booklet Feed Motor.
c. Retest the motor. If the test fails, replace the feed motor.

For instructions: Removal and replacement: Booklet feed motor See the Repair Service Manual for this
product.
264
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
1. Touch the OK button to continue.
2. Reduce the page complexity.
3. Add product memory.

30.* errors
Errors in the 30.* family are related to the flatbed scanner.
Recommended action
1. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
2. Clean the scanner glass and glass strips.
3. Perform the tests for scanner diagnostics. Open these menus: Administration > Troubleshooting >
Diagnostic Tests > Scanner Tests.
4. Upgrade the firmware.
Go to HP FutureSmart - Latest Firmware Versions.
5. Check all connections on the scanner control board and from the scanner control board to the formatter
and the DC controller or the engine control board. If all connections are good, replace the scanner control
board.
6. Replace the formatter.
7. If the error persists, replace the scanner assembly.
30.01.09 Scanner motor locked

This error occurs when scanner motor does not move.
1. Turn the printer off.
20.* errors 265

2. Make sure the scanner lock screw is removed.
3. Turn the printer on.
Support Process.
2. Make sure the scanner lock screw is removed.
4. Open the automatic document feeder and verify the LED scan bar moves while opening.
5. If the error persists, check the scanner motor.
● Support Tools
266
● Service
● Service Tools
● Diagnostics
● Scanner Diagnostics
● Scanner/document feeder Test Routines
b. Run test 06–0020, Document Cover Open Sensor and test 06–0030, Document Simplex Registration
Sensor.
c. If the motor does not function correctly, replace the stepping motor.
30.01.41
Scanner communication error.
2. Remove the rear cover.
3. Check all connections between the formatter and main board PCA.
4. reassemble the printer and turn it on.
5. If the error persists, please collect diagnostic files and elevate the case to the GBU using your Standard
Support Process
How to collect diagnostic logs.
a. Insert a USB drive into the connector on the front panel.
b. On the control panel, select Support Tools.
c. Select Troubleshooting.
d. Select Generate debug data and then touch Start. (This step takes approximately 1 minute.)
e. Select Retrieve Diagnostic Data.
f. Check Create Zipped debug data.
g. remove the check from Clean up debug data.
h. Select Save to USB drive.
30.01.41 267
i. Select Save.
NOTE: If the file size is smaller than 10Mb then correct log has not been captured.
30.01.56 Scanner Error, power off/on

This error occurs when the duplex document feeder is not connected, or a communication error occurs with the
CIP6 board.
2. If the problem persists, check the following:
a. Turn the printer off.
b. Remove the scanner rear cover.
c. Check if the connector on the scan joint board is connected correctly (CN6).
3. Check the document feeder board and connectors.
a. Remove the automatic document feeder rear cover.
b. Check if the connector on the document feeder board is connected correctly.
For the LX automatic document feeder check (CN 2). If the inside end of wire harness connection is
raise, it will display 30.01.56 error on control panel.
For GX series automatic document feeder, check if the connector on the document feeder board is
connected correctly (CN9). If the inside end of wire harness connection is raise, it will display 30.01.56
error on control panel.
268
Figure 49 PCA Cable
c. If connectors are properly seated on the automatic document feeder PCA, then check continuity of
cable from automatic document feeder to Scan Joint board. If the cable is bad replace cable.
Part number: (elevate case for cable)
d. If the connection is OK, replace the scan-joint board.

For instructions:
E82540-E82560 and E87640-E87660: Removal and replacement: Scan joint board See the Repair
Service Manual for this product.
E72525-E72535 and E77822-E77830: Removal and replacement: Scan joint board See the Repair

31.* errors
Errors in the 31.* family are related to the document feeder.
Recommended action
1. Verify the document feeder top cover is completely closed when feeding pages through it.
2. Verify the document feeder input tray is not overloaded and that the guides are adjusted correctly.
3. Open the document feeder top cover and check the rollers. Clean or replace them if necessary.
4. Clean the scanner glass and all the calibration strips.
5. Calibrate the scanner. Open these menus: Device Maintenance > Calibrate-Cleaning > Calibrate Scanner.
31.* errors 269

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.
9. Check all connections from the document feeder to the scanner control board, and reseat them if
necessary.
10. If the error persists, replace the document feeder assembly.
31.03.38 and 31.03.39

A problem has occurred with one of the document feeder rollers.
● 31.03.38 The retard roller position cannot be controlled at the start or completion of the job.
● 31.03.39 The scan-in roller position cannot be controlled at any time during the job.
1. Open the document feeder and remove any jammed paper, then close the cover and check whether it
operates again.
2. Turn off the printer, open the top door of the scanner, and check whether there are foreign substances or
paper jamming around the stacker.
3. Close the door and then check whether the problem occurs again.
operates again.
4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service
270
● Service Tools
● Diagnostics
● Scanner/Document Feeder Test Routines
b. Run the following tests:
● 05-0186, Document Scanin Release Motor Forward
● 05-0187, Document Scanin Release Motor Backward
● 05-0153, Document Scanin Release Sensor
● 05-0154, Document Separation Up Down Sensor
c. Replace the following parts as needed.
Scan-in release motor part number: JC31-00009C
Scan-in sensor part number: 0604-001381
Separation sensor part number: 0604-001381
5. Replace the document feeder PCA (scan joint board).

For instructions: Removal and replacement: Scan joint board See the Repair Service Manual for this product.
31.03.40 and 31.03.41

A problem has occurred with one of the document feeder rollers.
● 31.03.40 The pickup roller does not function correctly when a page is placed on the scanner.
● 31.03.41 The document feeder pickup cam is not working.
operates again.
operates again.
31.03.40 and 31.03.41 271

4. Check if there is any problem in the operating parts including the motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run the following tests:
● 05-0130, Document Pickup Motor Forward
● 05-0131, Document Pickup Motor Backward
● 05-0140, Document Pickup Roller Detect Sensor
● 05-0184, Document Pickup Release Motor Forward
● 05-0185, Document Pickup Release Motor Backward
c. Replace the following parts as needed.
Pickup motor part number: JC31-00132A
Pickup release motor part number: JC31-00009C
Pickup roller detect sensor part number: 0604-001381

31.13.00
Multipick jam in document feeder.
1. Open the document feeder top cover and remove any jammed paper, then close the cover and check
whether it operates again.
272
3. Check the paper, ensure that the paper is not stapled, paper clipped or has any post-its attached.
NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or feed
multiple sheets at one time can cause this issue.
4. Check the paper for excessive static build up.
5. Ensure a good quality paper is being used and meets the specifications for the document feeder.
6. Close the top cover and then check whether the problem occurs again.
7. If the error persists with the same job you can complete the job by turning the multi-feed detection off.
a. On the control panel select the COPY icon.
b. Select Options.
c. Then select Multi-feed Detection.
d. one multi-feed detection is selected, select the Off option.
NOTE: This will turn off the multi-feed detection for the current job only.
operates again.
2. Turn off the printer, open the top cover of the document feeder, and check whether there are foreign
substances or paper jamming around the stacker.
3. Check the paper, ensure that the paper is not stapled, paper clipped or has any post-its attached.
NOTE: This is a multi-feed jam. Any substance that might cause the paper to stick together or feed
multiple sheets at one time can cause this issue.
4. Check the paper for excessive static build up.
5. Ensure a good quality paper is being used and meets the specifications for the document feeder.
6. Close the cover and then check whether the problem occurs again.
7. If the error persists with the same job you can complete the job by turning the multi-feed detection off.
a. On the control panel select the COPY icon.
b. Select Options.
c. Then select Multi-feed Detection.
d. one multi-feed detection is selected, select the Off option.
NOTE: This will turn off the multi-feed detection for the current job only.

If the customer wishes to keep the multi-detection turned off due to paper quality issues, this can be
saved as a default or a quick set for easier usage.
CAUTION: he document feeder will no longer detect if multiple pages are feed and this can cause
other jam errors and can cause all pages not to be copied.
8. If the error persist across multiple jobs, check if there is any problem in the operating parts including the
motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.
c. If the motor does not function correctly, replace the lift motor for the flow document feeder.
Part number: JC31-00009C
9. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor.
It the sensor fails, replace the sensor.
10. Replace the scan-joint board.

31.13.01
The stacker lifting operation does not function correctly at the start of or during the job.
operates again.
274
operates again.
4. Remove back automatic document feeder cover and check connections. If the connector (CN9) is slightly
lifted on the outside edge, it will display 31.13.01 error on control panel. Reseat connector, test.
Figure 50 CN9 connection
5. Check cable from automatic document feeder PCA to Scan Joint board for continuity. If bad replace the
cable.
Part number: (elevate case to get cable)
6. For GX series automatic document feeders, check if there is any problem in the operating parts including
the motor.
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 05–0180, Stacker Lift Motor Forward and test 05–0181, Stacker Lift Motor Backward.
c. If the motor does not function correctly, replace the lift motor for the flow document feeder.
7. Ensure the stacker-lift-upper and lift-lower sensors are functioning correctly using test 05–0151,
Document Stacker Lift Lower Sensor and test 05–0152, Document Stacker Lift Home Position Sensor.
It the sensor fails, replace the sensor.
8. Replace the document feeder PCA
Part number (LX): JC92-02962A

Part number (GX): JC92-02964A
Part number (sGX): JC92-02964B
9. If the error persists, replace the scan joint board.

31.13.02
Original paper jam in front of the scanner
1. Open the document feeder cover remove any jammed paper. Then close the top door of the scanner and
check whether the problem occurs again.
2. Turn off the power and check whether there are foreign substances or jams around the feed sensor.
3. After opening the door of the scanner and placing the paper on the scanner again, close the door and check
whether the problem occurs again.
LX scanner recommended action for call-center agents and onsite technicians
Support Process.
The LX scanner/document feeder is found on the following models:
● E72525-E72535 dn models only
● E82540-E82560 du models only
1. Open and then close the top door of the scanner and check whether the problem occurs again.
276
2. Open the document feeder cover.
a. Push and release the pick-up module.
b. Check if the pick-up module returns to the original position.
c. Check if the spring is deformed. If the spring is defective, replace the spring.
3. If this error occurs continually, check the registration sensor and registration actuator.
LX scanner recommended action for call-center agents and onsite technicians 277
a. Push and release the registration actuator.
b. Check if the registration actuator returns the original position.
c. Use the sensor test to check the correct operation of the sensor.
i. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
ii. Run test 06–0020, Document Cover Open Sensor and 06–0060, Document Simplex Registration
Sensor.
d. If the sensor is defective, replace it.
Registration actuator detector part number: JC66-04102A
Registration photo sensor part number: 0604-001393
DSDF pickup part number: JC97-04856A
4. Check the scan sensor and scan actuator. If their operation is abnormal, replace the defective part.
a. Run test 05–0070, Document Scan Read Sensor 1.
b. If the sensor does not function correctly replace the scan in assembly.
GX scanner recommended action for call-center agents and onsite technicians
operates again.
278
2. Test the document feed sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0060, Document Simplex Registration Sensor.
c. If the sensor does not function correctly replace the sensor.
3. Test the simplex registration sensor.
a. Run test 05–0060, Document Simplex Registration Sensor.
GX scanner recommended action for call-center agents and onsite technicians 279
b. If the sensor does not function correctly, replace the document feeder open cover.

For instructions:
dn bundles: Removal and replacement: Document feeder jam-access cover (dn bundles) See the
Repair Service Manual for this product.
z bundles: Removal and replacement: Document feeder jam-access cover (z bundles) See the Repair
4. If this error occurs continually, check the duplex registration sensor.
a. Run test 05–0061, Document Duplex Registration Sensor.
b. If the sensor is defective, replace the document feeder contact image sensor.

For instructions:
dn bundles: Removal and replacement: Document feeder contact image sensor (dn bundles) See the
z bundles: Removal and replacement: Document feeder contact image sensor (z bundles) See the
280
5. If this error occurs continually, check the document feeder scan in sensor.
b. If the sensor is defective, replace the scan in lower assembly.
6. If this error occurs continually, check the document feeder scan out sensor.
b. If the sensor is defective, replace the document feeder scan out assembly.
7. Check the following motors.
● Pick up motor - test 050–0130 and 05-0131
● Regi 1 motor - test 05–0160 and 05–0161
● Feed motor - test 05–0110 and 05–0111
8. As needed, replace the failing motor.
Document pickup motor part number: JC31-00009C

Document registration motors part number: JC31-00132A
Document feed drive motor part number: JC31-00177A
For instructions: Removal and replacement: Document feeder front motor See the Repair Service Manual
for this product.
9. Replace the scan joint board.

31.13.03
Jam in the automatic document feeder.
When feeding the original, the front end of the original reached the feed sensor and the paper was fed the
designated distance, but the rear end of the original failed to get out of the feed sensor.
1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.
3. After opening the door of the automatic document feeder and placing the paper on the ADF tray again,
close the door and check whether the problem occurs again.
Support Process.
1. Open and then close the top door of the automatic document feeder and check whether the problem occurs
again.
2. Open the document feeder cover. If there is jammed paper, remove it.
282
a. Push and release the registration actuator, check that the actuator returns to its original position.
b. Check if the registration actuator returns to the original position.
● Support Tools
● Service
● Service Tools
● Diagnostics
ii. Run test 05–0020, Document Cover Open Sensor and test 05–0060, Document Simplex
Registration Sensor.
LX scanner recommended action for call-center agents and onsite technicians 283
Figure 51 Sensor location
b. If the sensor does not function correctly, replace the automatic document feeder assembly.
Part number: Non- Flow ADF assembly - JC97-04954A
5. Check the reflect film. If it is contaminated, clean it.
284
6. If the issue persists, check the connection on automatic document feeder PCA, connector CN2. If the wire
harness connector is pull out slightly on the outside edge from the CN2 connector, then the automatic
document feeder will give a 31.13.03 error. Reseat the cable and test.
Figure 52 PCA connector
operates again.
2. Test the document feed sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0050, Document Feed Sensor.
c. If the sensor does not function correctly replace the sensor.
a. Run test 05–0060, Document Simplex Registration Sensor.
b. If the sensor does not function correctly replace the document feeder open cover.

For instructions:
286

For instructions:

for this product.

31.13.04
Jam in the automatic document feeder.
Foreign substances are in the simplex scan sensor.
288
Support Process.
● Support Tools

● Service
● Service Tools
● Diagnostics
Sensor.
b. If the sensor does not function correctly replace the scan in assembly.
5. Check the reflect film. If it is contaminated, clean it.
operates again.
290
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0060, Document Simplex Registration Sensor.
c. If the sensor does not function correctly replace the document feeder open cover.

For instructions:

For instructions:
292

for this product.

31.13.05
Original paper jam in the exit area of scanner
When feeding the original for a duplex job, the front end of the original reached the duplex scan sensor and
the paper was fed the designated distance, but the rear end of the original failed to get out of the duplex scan
sensor.
Support Process.
IMPORTANT: The following troubleshooting is only for the LX scanner. For troubleshooting for the GX scanner,
see the next complete section titled "GX scanner recommended action for call-center agents and onsite
technicians ".
31.13.05 293
2. If this error occurs continually, check the registration sensor and the registration actuator.
● Support Tools
● Service
● Service Tools
● Diagnostics
Sensor.

3. If the registration sensor is OK, check the scan 2 sensor and the exit sensor.
294
a. Run test 05-0071 Scan 2 sensor and 05–0080 Exit sensor.
Callout 1 - Scan 2 sensor.

Callout 2 - Exit sensor.
b. If the scan 2 sensor fails, replace the automatic document feeder (ADF).
Part number: Non Flow ADF – LX Kit - JC97-04954A
c. If the exit sensor fails, replace the DSDF exit assembly.
operates again.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 05–0071, Document Scan Read Sensor 2.
c. If the sensor is defective, replace the document feeder scan out assembly.

for this product.


32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.
Recommended action
2. Retry the job.
296
32.08.A1, 32.08.A2, 32.08.A3
An event related to starting the printer.
32.08.A1 (event code)
Shutdown event. Boot after abnormal shutdown.
Boot from normal shutdown event.
Regular boot event.
Recommended action
▲ No action necessary.
32.1C.05
The restore job ticket was submitted with invalid credentials.
Recommended action
1. Verify the credentials that were submitted.
2. Check the domain, user name, and password.
32.1C.06 (event code)

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

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

Not enough disk space to perform backup/restore, or a network share issue.
There was an error during the creation, read, or write of the backup file.
32.08.A1, 32.08.A2, 32.08.A3 297

Recommended action
1. Retry the job.
2. Remove stored jobs and retry.
3. If the error persists, try using a larger capacity storage device for the share location and check the network
share settings.
4. Check the network share or try setting up a new shared network drive or folder.

Tried to restore a backup file that was not valid for this printer.
The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.
Recommended action
▲ Use a valid backup file.
32.1C.0A (event code)

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

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

Backup/restore time-out while communicating with the engine.
The backup operation was aborted because the printer is busy.
Recommended action
▲ Wait until the printer is idle, and then try again.
298 32.1C.08 (event code)

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.
The backup was aborted because the disk is at a critical level or full.
Scheduled backup failure.
Recommended action
▲ Free up disk space, and then try again.
32.1C.15
The restore operation was aborted because the backup file was created by a previous version of firmware no
longer supported by the feature.
Recommended action
▲ Use the current backup file.
32.1C.2E
The restore operation was aborted because the printer is busy.
Recommended action
1. Wait until the printer is idle, and then retry.
2. Turn the printer off then on, and then retry.
32.1C.2F
Reset failure.
Recommended action
▲ Turn the printer off, and then on. Retry the job.
32.1C.40
The backup operation completed successfully (informational).
Recommended action
32.1C.41
The backup operation encountered an error (informational).
Recommended action
32.1C.13, 32.1C.14 299

32.1C.42
The backup operation completed, but with a warning message (informational).
Recommended action
32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be restored
(informational).
Recommended action
32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).
Recommended action
32.1C.45
Some data was not included in the backup file (informational).
Recommended action
32.1C.46
An expected component could not be found and was thus not backed up. Because components should be known
on backups, this code is a warning (informational).
Recommended action
32.1C.47
Some data was not restored from the backup file (informational).
Recommended action
32.1C.48
The backup job ticket was submitted using an invalid network path.
300
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exists.
3. Check that you (or the applicable user) has permission to access the shared folder on the provided server.
32.1C.49
The backup job ticket was submitted with a bad encryption.
NOTE: This would only apply to a web services call to perform a backup with a blank PIN
Recommended action
▲ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.
32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to and from
the compressed (ZIP) file.
Recommended action
1. Retry the job.
2. If this does not resolve the issue, turn the printer off then on again and retry the job.
3. If the error persists, perform a Format Disk procedure using the Preboot menu.
For the steps to perform a Format Disk procedure, go to HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure.
32.1C.56
Reset aborted. Backup/restore in progress (informational).
Recommended action
32.1C.57
Reset aborted (informational).
Recommended action
32.1C.58
Unknown reset error (informational).
Recommended action
Recommended action 301

32.1C.60
The restore operation completed successfully (informational).
Recommended action
32.1C.61
The restore operation encountered an error.
Recommended action
▲ Review the printer's event log to see specific details about the failure.
32.1C.62
The restore operation completed, but with a warning message.
Recommended action
▲ Review the error log to see specific details about the failure.
32.1C.68
The restore job ticket was submitted using an invalid network path.
Recommended action
1. Check that a shared folder was provided as part of the network path and not left blank.
2. Check that the server and the shared folder exist.
3. Check that you (or the applicable user) has permission to access the shared folder on the provided server.
4. Check that the path includes the compressed .ZIP file name as part of the path.
32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).
Recommended action
▲ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the backup file.
32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to and from
the compressed (ZIP) file.
Recommended action
▲ Retry the job.
302
32.1C.6D
An unusual error occurred when running the restore operation.
Recommended action
▲ Retry the job.

33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component might have
been previously installed in another printer and is therefore locked to that other printer. Or, the component might
be incorrect for this printer.
Recommended action
▲ Install the correct component for this printer.
33.01.xx
A save or restore process has occurred.
● 33.01.01 (event code)
A restore process has occurred.
● 33.01.02 (event code)
A save process has occurred.
● 33.01.03 (event code)
Save recover functionality OK after previously being disabled.
Recommended action
33.04.01 Missing TPM

A Trusted Platform Module is missing from a printer that previously had a TPM installed.
TPM accessory (optional): This system is using a TPM module installed as an accessory to protect data and it
is not present. The original TPM must be returned or you can select the Stop Using option in the preboot TPM
sub-menu. All data will be cryptographically erased and a reload of firmware from USB might be required.
TPM Standard (Standard on product): This system is using a TPM module installed at the factory to protect data
and it is not present. Verify that the TPM is seated firmly on the formatter, in case of shifting during shipment. If
the TPM has been removed for a formatter replacement, put the original TPM on the board. If the original TPM
cannot be reinstalled or has become damaged, DO NOT replace any parts. Replace the printer.
Recommended action
32.1C.6D 303
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
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).
33.04.04 or 33.04.05 Unknown TPM

A new Trusted Platform Module is installed in a printer that had previously been configured to a different TPM
accessory or a TPM installed from the factory.
This system contains a TPM module that is used to protect data in another device. The original TPM module that
was shipped in the device must be reinstalled.
For units with a TPM accessory: If the original is unavailable, install a new TPM accessory.
304
For units that shipped with a TPM on board standard: If the original TPM installed in the factory is unavailable or
damaged, DO NOT replace any parts. Elevate using the standard support process.

Recommended action for call center agents and onsite technicians
2. Turn the printer off, and then on. While the printer turns on, enter the Preboot menu.
3. From the Preboot menu, select Administrator, and then select TPM Config.
4. Select Get status, Enabled and then select Disable TPM and then confirmthe printer will reboot.
NOTE: After a message states that the printer is restoring, wait for the printer to restart and to be in a
Ready state.
5. Print a configuration page, the event log, and collect the JDP log to verify that the TPM is disabled.
6. Turn the printer off, and then turn it on.
7. Open the Preboot menu.
8. From the Preboot menu, select Administrator, and then select TPM Config.
9. Select Get status, Disabled and then select Enable TPM and then confirmthe printer will reboot.
NOTE: Wait for the printer to restart and to be in a Ready state.
10. After the printer is initialized, print a Configuration Page to verify that the TPM is enabled.
NOTE: Never replace the TPM on a unit that shipped with one. The TPM that can be ordered is only
available for adding a level of security on the device never had a TPM paired from the factory, a new one can
not be installed for security reasons.
33.05.0z SureStart errors

A SureStart error has occurred.
The printer detected and recovered from a corrupted version of BIOS.
● 33.05.01 Boot code corrupt (event code)
The newly downloaded firmware failed to cryptographically validate the BIOS code.
● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)
● 33.05.08 Invalid boot attempt (event code)
● 33.05.09 Downgrade attempted (event code)
Recommended action
1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.
2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.
Go to: HP FutureSmart - Latest Firmware Versions
NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).
33.05.1x Whitelisting errors

An error occurred with a firmware file digital signature or an error with the certificate used to validate the
firmware file certificate.
● 33.05.10 Firmware verification Error: XX (Event code)
Recommended action
1. Perform a Format Disk procedure.
HP Enterprise, HP Managed - Perform a Partial Clean or Format Disk to reset the printer
2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot menu.
NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.
306 33.05.0z SureStart errors

For more information on SureStart, go to HP SureStart Whitelisting and Intrusion Detection Troubleshooting
Manual. Doc ID c04863614.
33.05.2x Intrusion detection errors

The intrusion detection system has encountered an error.
The intrusion detection memory process determined an unauthorized change in system memory.
● 33.05.21 Potential intrusion (Event code)
The intrusion detection memory process heartbeat was not detected.
● 33.05.22 Cannot scan for potential intrusions (Event code)
The intrusion detection memory process did not initialize.
● 33.05.23 Intrusion detection not initialized (Event code)
● 33.05.24 Intrusion detection initialization error (Event code)
Recommended action
▲ Turn the printer off then on.
NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turn off then
on to clear the error allowing the device to reboot to Ready.
NOTE: With firmware version 3.7 the error “A disk or boot error has occurred. Clear Error. Press Any Key” is
displayed when selecting Continue from the Preboot menu after encountering a 33.05.2X error. This message
should be ignored
For more information on SureStart, go to HP SureStart Whitelisting and Intrusion Detection Troubleshooting
Manual. Doc ID c04863614.

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
1. Touch the OK button to clear the error.
2. Remove and then reinstall the accessory.
33.05.2x Intrusion detection errors 307

40.00.01 USB I/O buffer overflow To continue, touch “OK”
The USB buffer has overflowed.
Recommended action
1. Touch the OK button to print the transferred data (some data might be lost).
2. Check the host configuration.
40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

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

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

The connection between the product and the USB device has been broken.
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.
308
Recommended action
40.0x.05 USB storage accessory removed

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

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

The printer detected a different paper size than expected.
Y = Type, Z = Tray
● Y = 0: Size mismatch. Detected paper is longer or shorter than expected.
● Y = A: Size mismatch. Detected paper too long.
● Y = B: Size mismatch. Detected paper too short.
● Y = C: Size mismatch. Inter-page gap error.
● Z = D: Source is the duplexer.
● Z = 1: Source is tray 1.

1. Touch OK to use another tray.
Support Process.
310
3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back of the
tray move and are not damaged. If they are damaged, replace the tray.
Tray 2 part number: JC90-01610A

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

5. Test the paper size sensors for the failing tray.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run one of the following tests for the failing tray.
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
● 102–0111, Tray 3 Size 3 Sensor.
● 102–0181, Tray 4 Paper Size Read.
c. If the sensor test fails, replace the sensor assembly.
41.03.FZ Unknown Misprint Error

This is a general misprint error. Either paper is loaded off-center with the side guides in the tray, or a paper-width
sensor failure occurred from an unknown tray. The error will be one of the following:
● 41.03.F0
● 41.03.F1
● 41.03.F2
● 41.03.F3
312
● 41.03.F4
● 41.03.F5
● 41.03.FD
Support Process.

3. Check the failing tray to ensure that when the tray guides are moved, the sensor guides on the back of the
tray move and are not damaged. If they are damaged, replace the tray.

4. Check if the failing tray sensor fingers are damaged or seated correctly. Reseat or replace the sensor
assembly as needed.
5. Test the paper size sensors for the failing tray.
● Support Tools
● Service
● Service Tools
● Diagnostics
314
b. Run one of the following tests for the failing tray.
● 102–0041, Transfer Assembly Paper Size Read (Tray 2 paper size detection).
● 102–0111, Tray 3 Size 3 Sensor.
c. If the sensor test fails, replace the sensor assembly.

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

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

42.B0.01
Missing string in firmware error.
Recommended action
2. If the error persists, upgrade the firmware to the latest version.
42.* errors 315

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
1. In many cases, the error will automatically clear, and you can try the job again.
2. Verify the digital send feature has been correctly configured at the control panel and with the HP Embedded
Web Server (EWS).
NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.
4. For fax errors, verify the fax card is correctly installed on the formatter.
5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the SharePoint
or network folder.
6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured correctly.
Also verify if there is a size limit on email attachments.
7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the latest
version.
44.01.xx Error Event log message

A digital send error has occurred.
Recommended action
1. No action necessary. This error message should automatically clear.
2. Try to send the job again.
3. If the error does not clear or it returns:
a. Use optimal resolution and image quality settings.
b. Wait until all the digital send jobs have been processed.
c. Turn the printer off, and then on. Retry the job.
d. Verify if there is an attachment limit on the email.
e. Verify network connectivity, SMTP gateways, access to folder share.
316
44.02.xx Error Event log message (Multifunction product only.)
Personal address book error has occurred.
Recommended action
2. Check the digital send configuration and address book.

▲ Try to send the job again.
Recommended action
1. Use optimal resolution and image quality settings.
2. Wait until all the digital send jobs have been processed.
3. Turn the printer off, and then on and retry the job.
4. Verify if there is an attachment limit on the email.
5. Verify network connectivity, SMTP gateways, access to folder share.

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

A Digital Send Folder Job error has occurred.
Recommended action

Digital Send Remote Printer Job Error has occurred.
Recommended action
44.02.xx Error Event log message (Multifunction product only.) 317


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

A send to email error has occurred.
Recommended action
For more information, go to 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.

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

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.
318
Recommended action
already in use.
2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

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

A digital send error has occurred while trying to create file type.
XX =
● 01 – RTF File
● 03 – CSV File
● 04 – HTML File
● 05 – XML File
● 06 – XPS File
● 07 – PDF File
Recommended action

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

The destination URL is not a SharePoint site.

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.
2. If the error persists:
● Check network connection settings.
● Verify access to the SharePoint site.

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

Credentials do not have write access to the SharePoint destination.
Recommended action

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

Upload of image file failed.
The file exceeded the maximum form submission length on the Web server.
320 44.16.03 Error Event log message (Multifunction product only.)

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

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

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

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

Upload of the image file failed.
The image file already exists on the server and the job was set to not overwrite files.
Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.
2. If the error persists, use a different filename for the job.

44.16.0D Error Event log message (Multifunction product only.)
Encountered an unexpected processing error while transferring attachments to the destination SharePoint.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If the error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was set. This
file will not be sent.
Recommended action
already in use.
2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.
44.16.0F Error Event log message (Multifunction product only.)

Not enough memory to process the current SharePoint Job.
Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small jobs.
2. Repeat this process if the error persists until job goes through.

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

An unexpected error occurred in the SharePoint resource device code.
Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.
2. If error persists, turn the product off, and then on and retry the job.
3. If the error persists, reset to factory settings. Upgrade to the current firmware version.
322
A fax error has occurred.
Recommended action
2. Check the fax settings to make sure they are set to the proper settings for the environment.
3. If the issue persists, for additional fax troubleshooting information go to HP LaserJet Enterprise MFP, HP
PageWide Enterprise MFP - Checklist for solving fax problems.
44.90.xx, 44.91.xx, 44.92.xx Error Event log message

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

45.00.07
Failed to connect to host or proxy.
The communication between the formatter and the main board failed.
This error occurs while trying to access the Support Tools/Service/Service Tools Menu.
NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.
45.00.70
Network connection not present. Port is initializing or is unavailable.
Typically, the RJ45 cable between the main board and formatter is disconnected.
45.00.1C
Operation Time Out
There is an issue with the communication connection between the main board and formatter board and it has
timed out.
44.34.xx Error Event log message 323

NOTE: The timeout and host/proxy, it is referring to the internal network communication. Not the JDI LAN drop
to a router/Switch/Hub.

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

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

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check the
configuration settings.
3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.
4. Upgrade the printer firmware.
5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Intermittent)
324
47.* errors
Errors in the 47.* family indicate an internal error has occurred.

2. Resend the print job.

47.00.xx
Back channel internal error.


47.* errors 325

47.01.xx
Image transformer internal error.


3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.
47.02.xx
Job parser internal error.


47.03.xx
Print job internal error.
326

47.04.xx
Print spooler 9100 internal error.


47.05.xx
Print spooler framework internal error.



47.06.xx
Print application internal error.


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
328 47.05.xx
● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found
● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure
● 47.FC.20 (event code) Error Diffusion Image not found at system initialization
● 47.FC.21 (event code) Error Diffusion Store image failure
● 47.FC.22 (event code) Error Diffusion Image not found
● 47.FC.23 Error Diffusion Print engine execution failure
● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization
● 47.FC.31 (event code) Drum Speed Adjustment Store image failure
● 47.FC.32 (event code) Drum Speed Adjustment Image not found
● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure
● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization
● 47.FC.41 (event code) Pulse Width Modulation Store image failure
● 47.FC.42 (event code) Pulse Width Modulation Image not found
● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

1. Turn the product off, and then on again.
2. If the error persists, reload the firmware.

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.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

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


1. In most cases, no action is necessary.
2. If the error persists, upgrade the printer firmware.
3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)
NOTE: 48.wx.yz are similar to 49.wx.yz errors and use the same troubleshooting steps and procedures.
48.0D.01 Remote Image Disk error

The hard disk drive on the main board PCA has experienced an error.
2. Disconnect and reconnect both ends of the cable harness from the main board PCA to the hard disk drive.
Recommended action for service technicians
3. If the error persists, replace the hard disk drive.

For instructions: Removal and replacement: Internal hard disk drive See the Repair Service Manual for this
product.
330
49.13.01
Error in the native video pipeline.
2. Please go to the following document for troubleshooting procedures:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E87640-E87660 -

49.13.0 in solid condition
49.XX.YY Error To continue turn off then on

A firmware error occurred.
Possible causes:
● Corrupted print jobs
● Software application issues
● Non-product specific print drivers
● Poor quality USB or network cables
● Bad network connections or incorrect configurations
● Invalid firmware operations
● Unsupported accessories
A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be caused by
hardware failures, it is more common for 49 errors to be caused by printing a specific document or performing
some task on the printer.
49 errors most often occur when a printer is asked to perform an action that the printer firmware is not capable
of and might not have been designed to comply with, such as:
● 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
49.13.01 331
NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad USB or network interface
cable, a bad USB port, or an invalid network configuration setting.
● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.

NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.
2. If the error persists, check the following:
● The error might be caused by a network connectivity problem, such as a bad interface cable, a bad USB
port, or an invalid network configuration setting.
● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.
● Upgrading the printer firmware might help resolve the error.
3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:
HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

50.* errors
Errors in the 50.* family indicate a problem with the fuser.
332 49.XX.YY Error To continue turn off then on

1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or replace
the fuser as needed.
2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.
3. Replace the fuser. If it has already been replaced, replace the fuser power supply.
50.FF.01 Fuser error

The temperature of the fuser is less than a certain temperature.
The thermistor can’t measure the fuser temperature. The heat-roller will not heat-up.
Recommended actions for customers
Recommended actions for call-center agents and onsite technicians
1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
2. Check the power source. Ensure the power source meets the printer requirements. Ensure the printer is
plugged directly into a wall outlet and not into any other device.
NOTE: The voltage during the normal operation should be ±10% of the rated voltage.
3. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.
4. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.


5. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.
6. If the problem persists, replace the fuser unit.

7. If the problem persists, replace the fuser drive board (FDB), or the LVPS Type-5, or the main board as
needed.
Part number: FDB 110V - JC44-00211A

For instructions: Removal and replacement: Fuser drive board See the Repair Service Manual for this
product.
Part number: LVPS Type-5 110v - JC44-00249A

For instructions: Removal and replacement: Scanner LVPS board See the Repair Service Manual for this
product.
334
Part number: Main board - JC92–02746A
For instructions: Removal and replacement: Main board See the Repair Service Manual for this product.
NOTE: The main board PCA should be the last part replaced if needed.
50.FF.02 Fuser error

The pressurized control of the fuser is not operating correctly.
The pressure control unit (cam unit) of the fuser is abnormal.
1. Turn the printer off and remove and then reinstall the fuser. Turn the printer on.
2. Replace the fuser.

3. Check if the fuser-motor is functioning correctly using the service-mode.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Test the fuser gap motor using test 109–0140 Fuser Motor. If the motor does not function correctly,
replace the fuser drive unit.
needed.

50.FF.02 Fuser error 335

product.

product.

50.FF.yz Fuser error

Fuser error
● 50.FF.03 The fuser unit cannot warm up, the temperature of fuser is less than a certain temperature
● 50.FF.04 A fault occurred in the center thermistor, center lamp, or center heater control circuit.
● 50.FF.05 A fuser error of the center thermistors temperature slope occurred.
● 50.FF.06 Temperature of the thermistor is higher than the maximum allowable temperature.
● 50.FF.07 The fuser (center) temperature is more than the permitted temperature for a certain amount of
time.
● 50.FF.09 The temperature of the center of the fuser changed suddenly (abnormal ADC).
● 50.FF.0A The temperature of the center of the fuser changed suddenly (abnormal ADC).
● 50.FF.0E The temperature measured by the central thermistor is much lower than the control temperature.
● 50.FF.0F The temperature measured in the central thermistor is much lower than the target temperature
after the warm-up period.
● 50.FF.10 The temperature measured by the side thermistor is much lower than the control temperature.
● 50.FF.11 The temperature measured in the side thermistor is much lower than the target temperature after
the warm-up period.
1. Turn the printer off and remove the fuser unit.
336
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
3. Reinstall the fuser unit and turn the printer on.
5. Ensure that the printer is not located in front of a vent or window where the cool air might interfere with the
ability of the fuser to heat up.
6. Check the connector on the fuser for damage or broken pins. If needed replace the fuser.

7. Check the connector inside the printer that connects to the fuser. If the connector is damaged, replace the
fuser connector assembly.
Recommended actions for call-center agents and onsite technicians 337

needed.

product.

product.

50.FF.0C Fuser error

The temperature control of the fuser is abnormal.
Fuser low heat error.
1. Turn the printer off and remove the fuser unit.
2. Open the jam cover and check if jammed or wrapped paper is in the fuser unit.
3. Reinstall the fuser unit and turn the printer on.

338
6. If the problem persists, replace the fuser drive board (FDB) or the main board as needed.

product.


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

2. Make sure the printer is running the most current version of firmware.
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.
i. Reports
ii. Configuration/Status Pages
c. Scroll to and select Supplies Status Page.
d. Select Print to print the page.
To order parts, go to https://www.hp.com/buy/parts.
54.* errors 339

Recommended action call-center agents and onsite technicians
2. Check the supplies status page to verify that the toner cartridges, TCU, or the transfer belt kit are not past
their useful life. Replace the supplies and maintenance parts as necessary.
3. For color printers, inspect the transfer belt for damage. Replace the transfer belt if necessary or instruct the
customer to replace it.
4. For color printers, if the error persists, replace the registration assembly.
5. Check the connections between the laser/scanner and the DC controller, and from the laser/scanner to the
printer. Reseat them if necessary. If the error persists, replace the laser scanner.
54.DD.01, 54.DD.02, 50.DD.03 and 54.DD.04 errors

The non-contact sensor in the fuser unit is defective. The sensor signal is abnormal.
● 54.00.01 The center thermistor sensor has a short circuit.
● 54.00.02 The center thermistor sensor has an open circuit.
● 54.00.03 The side thermistor sensor has a short circuit.
● 54.00.04 The side thermistor sensor has a open circuit.
2. If the error persists, Check the fuser.
a. Run the fuser temperature test.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 109–0000, Fuser Temperature A and test 109–0010 Fuser Temperature B.
340
c. Select Start then Get Status. The reading for A should be ~140–170, the reading for B should be
~100–130.
d. If the temperature test is normal, replace the main board PCA.

e. Test the resistance of the fuser on the following pins:
● 2 and 3
● 2 and 4
● 5 and 6
● 5 and 7
The reading should be 300KΩ ~ 500KΩ (@ 25 ℃). If the measurement is not in this range, replace the
fuser.

f. If the resistance measures OK, replace the main board PCA.

3. If the fuser is replaced, reset the fuser kit count.
● Support Tools
● Service
● Service Tools
b. Select Fuser.
54.DD.05, 54.DD.06 and 54.DD.07 error

The inner temperature sensor detected a breach of its upper or lower limit.
● 54.DD.05 The center thermistor sensor has an open circuit.
54.DD.05, 54.DD.06 and 54.DD.07 error 341

● 54.DD.06 The output of the fuser inner temperature sensor is less than the minimum value permitted.
● 54.DD.07 The output of the fuser inner temperature sensor is more than the maximum value permitted.
2. Check the fuser.
b. Open the right side cover.
c. Check the connector between the fuser and the engine for damage. Replace the fuser as needed.
d. If the connection is OK, replace the fuser.

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

4. If the fuser is replaced, reset the fuser kit count.
● Support Tools
342
● Service
● Service Tools
b. Select Fuser.
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error

An error has occurred with the temperature or humidity sensor.
● 54.DD.08 The outer temperature sensor is faulty or not connected.
● 54.DD.09 The output of the outer temperature sensor is less than the minimum value permitted.
● 54.DD.0A The output of the outer temperature sensor is more than the maximum value permitted.
● 54.DD.0B The humidity sensor is faulty or not connected.
● 54.DD.0C The humidity sensor output is less than the minimum value permitted.
● 54.DD.0D The humidity sensor output is more than the maximum value permitted.
2. Check the temperature sensor.
b. Remove the control panel bezel.
i. Open the document feeder, and then remove three screws.
54.DD.08, 54.DD.09, 54.DD.0A, 54.DD.0B, 54.DD.0C, and 54.DD.0D error 343

ii. Place the control panel in the upright position.
iii. Gently pry the control panel bezel from the center screw hole, and the pry from the center of the
control panel bezel to the edge release.
CAUTION: Do not pry against the scanner glass when removing the control panel bezel.
c. Disconnect and reconnect the connector between the temperature sensor and the main board PCA to
ensure the connectors are seated correctly and are not damaged.
d. Turn the printer on, and retest.
e. If the error persists, replace the temperature/humidity sensor.

54.14.00
A sensor calibration error has occurred for the sensor that detects the toner density for image stabilization
control.
344
2. Open the front cover and remove the toner collection unit.
3. Remove the imaging unit and check for any defects or damage.
4. Reinstall the imaging unit, and then turn the printer on.
5. If the error persists, replace the imaging drum unit.


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

4. Reinstall the tray, and make sure it is correctly seated.

57.* errors
Errors in the 57.* family indicate a problem with a fan.
▲ See this support document: HP LaserJet Enterprise, HP PageWide Enterprise - 57.00.xx Errors

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and then
on, and listen for noise coming from the area of each fan. Replace any fan that is not making noise.
2. Remove enough parts to access the DC controller or the power supply PCA. Check the connections from
each fan to the DC controller or power supply PCA. Reseat them if necessary.
3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the voltage
between the connectors for each fan and the DC controller. If the voltage changes from 0V to approximately
24V during the power-on cycle, replace the affected fan. If the voltage remains at 0V, replace the DC
controller.
57.00.01, 57.00.02 Fan failure

Switching mode power supply (SMPS) fan error.
● 57.00.01 The SMPS fan was not activated, but the printer indicates that it is operating.
● 57.00.02 The SMPS fan was activated, but it did not start.
2. Check if the fan is operating correctly.
● Support Tools
346
● Service
● Service Tools
● Diagnostics
b. Run test 100-0260, SMPS Fan Run.
c. If the fan does not function, remove the rear cover.
d. Check if the corresponding fan connector is connected correctly.
e. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
f. If the 24V power is generated, replace the defective fan.
3. If the 24V power is not being generated, measure the 24V power on the SMPS (LVPS) board. If the SMPS
board is defective, replace it.
Part number (110V): JC44-00091D

For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this product.
4. If the SMPS board is normal, replace the main board.

5. If the fan operation is normal, but the error persists, check the yellow line signal with digital volt meter
(3.3V).
6. Check that the fan operation is 3.3V when connected and disconnected.
a. If the voltage is 0V when connected and disconnected, check the wiring harness.
b. If the wiring harness is OK, replace the main board.

c. If the signal value is not 0V when fan is running, replace the fan.
57.00.03, 57.00.04 Fan failure

Duplex fan error.
● 57.00.03 The duplex fan was not activated, but the printer indicates that it is operating.
57.00.03, 57.00.04 Fan failure 347

● 57.00.04 The duplex fan operates, but it stops after a certain amount of time.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100-0160, Duplex Fan 1 Run.
Figure 53 Duplex fan locations
c. Check if the corresponding fan connector is connected correctly on the duplexer unit.
348
d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
e. If the 24V power is generated, replace the defective fan.


(3.3V).

57.00.17, 57.00.18 Developer fan error

The developer fan is faulty, or the fan-ready signal is abnormal.
● 57.00.17 The developer fan was not activated, but the printer indicates that it is operating.
● 57.00.18 The developer fan starts, but it stops after a certain amount of time.
● Support Tools
57.00.17, 57.00.18 Developer fan error 349

● Service
● Service Tools
● Diagnostics
b. Run test 100-0076, Developer Suction Fan Run.
c. Check if the corresponding fan connector is connected correctly.
d. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
e. If the 24V power is generated, replace the defective fan.

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


(3.3V).


For instructions: Removal and replacement: Developer fan See the Repair Service Manual for this
product.
350
57.00.21, 57.00.22 OPC fan error
The OPC in fan is faulty, or the fan-ready signal is abnormal.
● 57.00.21 The OPC fan does not operate correctly.
● 57.00.22 The OPC fan was not activated, but the printer indicates that it is operating.
a. Check if the corresponding fan connector is connected correctly.
b. If the fan is not operational, measure the fan 24V power (the red and black wires on the connector).
c. If the 24V power is generated, replace the defective fan.


(3.3V).

57.00.21, 57.00.22 OPC fan error 351


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

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

Registration/MP motor error.
● 59.00.10 The motor is operating, but the printer indicates that it is stopped.
● 59.00.20 The motor was not activated, but the printer indicates that it is operating.
2. Check the registration/MP motor.
a. Open the side cover.
352
b. Check if there is any foreign substance or paper around registration/MP unit preventing the rollers
from turning. If there is any damage, replace the drive assembly.
c. Open the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
d. Run test 100-0000, Main BLDC Motor.
e. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.
Figure 54 Connector 19 on the main board PCA

f. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
g. If the voltage is good, replace the motor.
h. If the power is abnormal, check the 24V to chassis ground on the main board PCA from the LVPS type
5.
i. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).
j. If the voltage from the LVPS type 5 board is abnormal, replace it.
Part number: (110V) JC44-00249A
354
For instructions: Removal and replacement: LVPS board See the Repair Service Manual for this
product.
k. If the voltage is good from the LVPS but not normal when plugged into the connectors, replace the
main board PCA.

3. Check the motor signal 3.3V from the main board PCA.
a. Test the motor signal voltage on pin 7 with the motor test running and stopped. The voltage should be
~0V when running and 3.3V ± 5% when stopped.
Figure 56 Test pin 7 to chassis ground
b. If the voltage is ~0V continually, check the wiring harness.
c. If the harness is OK, replace the main board PCA.

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

Fuser motor error.
● 59.00.30 The fuser motor is operating, but the printer indicates that it is stopped.
● 59.00.40 The fuser motor was not activated, but the printer indicates that it is operating.
59.00.30, 59.00.40 Motor error 355

2. Check the fuser and fuser gear drive.
b. Remove and inspect the fuser unit. If the gears on the fuser are damaged, replace the fuser.

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

For instructions: Removal and replacement: Fuser exit drive assembly See the Repair Service Manual
for this product.
3. If the fuser and gear drive are OK, check the fuser drive motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. 109-0030, Fuser Motor Forward. If the motor functions correctly, skip to checking the signal voltage
on the main board PCA.
356
c. If the test fails, check if the wire harness on the drive assembly and main board are connected
correctly.
d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
e. If the voltage is good, replace the motor.

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

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

358

59.05.50, 59.05.60 Motor error

OPC motor error.
● 59.05.50 The OPC motor is operating, but the printer indicates that it is stopped.
● 59.05.60 The OPC motor was not activated, but the printer indicates that it is operating.
2. If the error persists, check the image drum.
a. Open the front and side cover.
59.05.50, 59.05.60 Motor error 359

b. Remove the image drum unit.
c. Ensure that the drum rotates freely and is not damaged. Replace the image drum as needed.

For instructions: Removal and replacement: Imaging drum See the Repair Service Manual for this
product.
3. If the image drum is OK, check the OPC motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 100-0044, Black Drum Motor.
c. If the test fails, check if the wire harness on the drive assembly and connector 19 on the main board
PCA are seated correctly.
Figure 60 Main board PCA
360
d. Test the 24V motor power on pins 1 and 2 of the motor connection (24V ± 5%).
e. If the voltage is good, replace the motor.
f. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 15 of the main board PCA from the LVPS type 5.
g. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).
h. If the voltage from the LVPS type 5 board is abnormal, replace it.

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


59.05.X0 Motor error

The toner motor supply error.
● 59.05.70 Motor abnormal rotation.
● 59.05.90 Toner supply error.
● 59.05.A0 Black supply motor error.
362
3. Check the toner reservoir for blockage. If it is blocked open the path.
4. Check the toner supply motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
NOTE: Remove the toner cartridge before starting the test.
b. Run test 111-0030, Toner Dispense Motor Black.

c. If the motor does not function correctly, measure the voltage between the two pins of the motor
connector.
Figure 63 Motor connector
d. If 24V is measured on the connector, replace the toner supply motor.
5. If the 24V is not being supplied at the connector, check the power from the LVPS.
a. If the power is abnormal, check the 24V on the main board PCA to chassis ground. Measure the
voltage on connector 15 of the main board PCA from the LVPS type 5.
b. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the
LVPS. (24V ± 5%).
364
c. If the voltage from the LVPS type 5 board is abnormal, replace it.

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


60.00.02 or 60.01.02
indicates tray 2 did not lift properly.
This error can occur if the following exists:
● The left paper guide in the tray is not correctly set.
● If the stack is not correctly placed against the right side of the tray, the pick roller will not be lifted and the
error will occur.
● If paper gets stuck between the tray and drive coupling at rear of tray opening.
1. Open the indicated tray and remove all paper from the tray.
2. Ensure that the tray width and length guides are set to the correct paper size being installed into the tray.
The arrow on the guide should line up exactly with the line connected to the paper size designation. Ensure
that the tray is not filled above the fill mark on the tray.
3. Ensure the paper is correctly placed against the right side of the tray.
60.00.02 or 60.01.02 365

4. Reload the paper into the tray and close the paper tray.
3. Check the tray lift mechanism.
a. Remove tray 2 and examine the lift gear mechanism on the rear of the tray.
Figure 65 Lift gear mechanism
b. Rotate the coupler and observe the tray lift. If the tray fails to lift, replace the tray.
4. If the tray is good, test the tray lift motor.
366
a. Make sure tray 2 is removed from the printer.
NOTE: Do NOT run the following test with the tray in place. The tray lift gear mechanism will be
damaged.
b. Enter service mode by opening the following menus:
● Support Tools
● Service
● Service Tools
● Diagnostics
c. Run test 100-0200 (Tray 2 elevating motor).
d. Start the motor test and observe the drive coupling at the rear of the tray opening. If the coupling
does not rotate, replace the pickup lift drive assembly.
Pickup/lift drive assembly part number: JC93-00442A

For instructions E72xxx series: Removal and replacement: Pickup lift drive unit See the Repair Service
5. If the previous tests are good, test the stack height sensor for the tray to ensure in is functioning correctly.
NOTE: Tray lift is detected by the stack height sensor located on the pickup unit.
a. To test the sensor, enter service mode and select 102-0050 tray 2 stack height sensor.
b. Open the tray and remove the paper.
c. Close the tray and execute the test. Get Status. Should indicate HIGH.
d. Open, then close the tray and Get Status while the tray is lifting. Should indicate LOW.
e. If the sensor fails to change, replace the sensor.

Pickup unit part number: JC93-00510A
For instructions E72xxx series: Removal and replacement Paper pickup assembly and empty
sensor See the Repair Service Manual for this product.
For instructions E77xxx series: Removal and replacement: Paper pickup assembly and empty
60.00.03 or 60.01.03
60.00.03 or 60.01.03 367

error will occur.
● If paper gets stuck between the tray and drive coupling at rear of tray opening.
368
damaged.
● Support Tools
● Service

● Service Tools
● Diagnostics
does not rotate, replace the pickup/lift drive assembly or pickup/lift drive motor
Pickup/lift drive assembly part number: JC93-00442A


For instructions E72xxx series: Removal and replacement Paper pickup assembly and empty
For instructions E77xxx series: Removal and replacement: Paper pickup assembly and empty
60.00.04 or 60.01.04
IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP high capacity input.
error will occur.
● If paper is over-filled in the tray.
370
HP dual cassette feeder, tray 4 and 5; Recommended action for customers
HP high capacity input tray; Recommended action for customers
1. Open the 2000 sheet feeder, tray 4.
2. Removal all the paper and close the tray to see if the tray will lift correctly.
HP dual cassette feeder, tray 4 and 5; Recommended action for customers 371
3. Reload the paper and ensure the paper is correctly loaded in both sides of the cassette without going above
the maximum paper loading limit.
Figure 67 Paper loaded incorrectly
Figure 68 Paper loaded correctly
372
4. Ensure both sides of the tray are not overloaded and the paper does not cover and part of the maximum
height label.
5. close the tray to see if the error has disappeared.
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians
HP dual cassette feeder, tray 4; Recommended action for call-center agents and onsite technicians 373
damaged.
● Support Tools
● Service
● Service Tools
● Diagnostics
Pickup/lift drive assembly part number: JC93-00442B

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

For instructions: Removal and replacement: Paper pickup unit See the Repair Service Manual for this
product.
HP high capacity input tray: Recommended action for call-center agents and onsite technicians
▲ Please check the following document for the procedure to follow:

60.00.04 error at 2,000 Sheets High Capacity Input
374
60.00.05 or 60.01.05
IMPORTANT: There error can occur on either the HP dual cassette feeder or the HP 3000 sheet side high
capacity input.
error will occur.
● If paper is over-filled in the tray.
HP dual cassette feeder, tray 4 and 5; Recommended action for customers
HP dual cassette feeder, tray 5; Recommended action for call-center agents and onsite technicians
60.00.05 or 60.01.05 375

damaged.
● Support Tools
● Service
376
● Service Tools
● Diagnostics
Pickup/lift drive assembly part number: JC93-01063C

Pickup/lift drive motor part number: JC93-01083A
For instructions: Removal and replacement: Dual cassette feeder drive motor See the Repair Service

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

61.00.00
Connection between the HP formatter and the engine control board was lost.
61.00.00 377
2. Update the firmware to the latest available on hp.com.
3. If the error persist, turn the printer off and remove the back covers.
4. Reseat the RJ45 LAN cable connecting the Formatter and Main Board.
5. Reseat the HDMI cable connecting the formatter and Main Board
6. Check to ensure the internal RJ45 connection on the formatter is not damaged and is correctly seated.
7. Reseat the internal LAN cable between the formatter and the main board.
8. If the error persists, gather the Event Log and diagnostic JDP files at printer and elevate the case using the
Standard Support Process.
61.00.01
A hardware-related failure has been detected by the engine.
61.00.06
Connection Between Formatter and Engine lost because of the response time out
378

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

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

63.* errors
Errors in the 63.* family are most likely related to a faulty electrical connection inside the printer.
Recommended action
2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.
Recommended action
2. Check the power source. Ensure the power source meets the printer requirements.
3. Ensure the printer is plugged directly into a wall outlet and not into any other device.
4. Ensure there are no other devices using the same voltage circuit that may be affecting the power (110V/
220V).
5. Make sure all internal components are fully seated and making good contact.
6. Check the connections on all the circuit boards inside the printer. Make sure all connectors are fully seated
and the connectors are not damaged.
63.00.01
The printer cannot read the resistance value of the charger in the imaging unit.
An error occurred when installing or connecting the imaging unit due to contaminating or damage of the high
voltage contact point.
Possible causes:
● The drum unit is not installed.
● The machine can’t read the charger resistance of the imaging unit.
● There is an open between the spring loaded contact in the printer to the HVPS.
● Drum motor not rotating
● Malfunctioning HVPS
380
2. Test to make sure drum motor is turning. Go to support tools>service>(enter pin, 04072517)>service
tools>diagnostics>engine diagnostics>engine test routines> (enter 100-0044 drum motor) if working
continue.
3. Check the imaging drum unit.
a. Open the front and right covers.
c. Remove the cleaning brush.
d. Remove the imaging drum unit and check the CRUM connector for damage. Replace the imaging drum
unit as needed.

Recommended actions for customers 381

e. Check the metal drum unit contact (a spring loaded contact in the back of the printer, near the drum
drive) and printer contacts for dirt, dust or debris. Clean contacts as needed.
f. Check resistance from contact to the end of single gray wire that attaches to the HVPS.
g. Reinstall the imaging drum unit.
h. Reinstall the toner collection unit and close the front and right covers.
4. Turn the printer on and test the printer.
5. If the error persists, replace the imaging drum unit.

6. If the error persists after all troubleshooting is performed, elevate the issue using the Standard Support
Process.
63.00.0A
The printer detected an error in the resistance value when it measured the resistance of the high-voltage power
supplied to the transfer roller.
There is an error in the resistance value of the transfer roller.
The transfer roller is not installed or there is a problem in the high-voltage power supply circuit or resistance
recognition circuit.
1. Open the side cover.
2. Remove an reinstall the transfer roller.
382
3. If the error persists, replace the transfer roller.

For instructions: Removal and replacement: Transfer roller See the Repair Service Manual for this product.
4. If the error persists, replace the high voltage power supply (HVPS).

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

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and
inserted on the new main board PCA.
63.00.0B 383
Figure 71 Connection 24
4. Assemble the rear cover and turn the printer on.
63.00.17, 63.00.18, 63.00.19 or 63.00.1A

There is an error in the data received from the Master System Operating Key (MSOK).
The incorrect Master System Operating Key (MSOK) is installed or the MOSK data is corrupted.
b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall it.

NOTE: The Master System Operating Key (MSOK) needs to be removed from the old PCA and inserted on
the new main board PCA.
384
63.00.1B
There is an error in the Trusted Platform Module in the Master System Operating Key (MSOK)
The TPM is not installed or an incorrect TPM is installed.
b. Check if the Master System Operating Key (MSOK) is inserted correctly. Remove and reinstall it.
3. If the error persists, elevate the issue using the Standard Support Process to get a new MSOK board.
63.00.1B 385
63.00.20
An error occurred in the 24 V power line.
2. Check the 24V to chassis ground on the main board PCA from the LVPS type 5.
3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS.
(24V ± 5%).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

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

386
63.00.22
An error occurred in the 5V power line.
2. Check the 5V to chassis ground on the main board PCA from the LVPS type 5.
3. If the 24V is abnormal, disconnect the cable and test the voltage on the cable connector from the LVPS. (5V
± 5%).
4. If the voltage from the LVPS type 5 board is abnormal, replace it.

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

63.00.22 387
63.00.23
The heater control relay operates incorrectly.
2. Remove and reinstall the fuser unit.
4. If the error persists, replace the fuser unit

63.00.25, 63.00.26, 63.00.27, or 63.00.28

Laser/scanner unit (LSU) motor error.
63.00.25: The laser/scanner unit motor is stopped, but the ready signal indicates that the laser/scanner unit
motor is operating.
63.00.26: The laser/scanner unit motor is operating, but the ready signal for the laser/scanner unit motor does
not change.
63.00.27: The H Sync signal of the laser/scanner unit is abnormal.
63.00.28: The laser/scanner unit motor is operating, but the ready signal of the laser/scanner unit motor
indicates that it is stopped.
1. Turn the printer off, and then on. Check for the laser/scanner unit motor operation sound during warm-up.
If the laser/scanner unit motor does not make a sound, skip to the next step.
If the laser/scanner unit motor makes a sound, complete these troubleshooting steps:
388
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 110–0000,LSU (Laser Scanner Unit) Motor 1 Run Ready
c. Touch Start. Then touch Get Status wait five seconds and touch Get Status again. Check if the status
has changed as follows: “Execute —> Low —> High
d. If the status does not change, the motor ready signal is abnormal. Replace the laser/scanner unit.

For instructions: Removal and replacement: Laser/scanner assembly See the Repair Service Manual
for this product.
2. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:
a. Turn the printer off, and remove the power cord.
b. Remove the back and the left side covers.
c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.
CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.

d. If the laser/scanner unit flat cable is defective, replace the FFC.
LSU FFC cable part number: JC39-01657A
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.
f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

for this product.
63.00.35
The laser/scanner unit is not detected.
2. Check whether the laser/scanner unit motor operates.
● Support Tools
● Service
● Service Tools
● Diagnostics
390
b. Run test 110–0000,LSU (Laser Scanner Unit) Motor 1 Run Ready
3. If the laser/scanner unit motor does not make a sound, complete these troubleshooting steps:
a. Turn the printer off, and remove the power cord.
b. Remove the back and the left side covers.
c. Disconnect and reconnect the laser/scanner FFC on the laser/scanner and the connector 13 on the
main board PCA.
CAUTION: Before unplugging the laser/scanner unit harness, the printer must be turned off and the
power cord must be removed.
d. If the laser/scanner unit flat cable is defective, replace the FFC.
e. Turn the printer on and listen for the laser/scanner unit to operate correctly.
f. If the laser/scanner unit cable is OK, replace the laser/scanner unit.

for this product.
4. If the error persists after the laser/scanner unit has been replaced, re-install the original laser/scanner unit
replace the main board PCA.
5. If the laser/scanner unit motor does not make a sound:
63.00.39
The printer detected an error in the T/C sensor that monitors the toner for the imaging unit.
The output of the T/C sensor is more than or less the permitted value range or there is no signal change in a
certain cycle.
2. Open the front cover.
3. Remove the toner collection unit.
4. If the toner collection unit is full, replace it.
392
5. Check if the connector of the imaging drum unit is connected correctly.
6. If the connection is OK, replace the imaging drum unit.

63.00.3A
Toner cartridge sensor error.
The printer has encountered a problem when drawing toner to the imaging unit. The printer detects an error in
the T/C sensor that monitors the toner for the imaging unit. The printer detects that the output of the T/C sensor
is more than or less the permitted value range or that there is no signal change in a certain cycle
63.00.3A 393
3. Check the connector on the developer unit to ensure it is seaated correctly and not damaged.
Figure 76 Developer connection
4. If the error persists, replace the develper unit.
63.00.43
The eraser lamp does not turn on.
2. Check the eraser LED.
a. Open the right side cover.
● Support Tools
● Service
● Service Tools
394
● Diagnostics
c. Run test 107-0165 Black Eraser On.
d. Ensure that the erase LED comes on.
3. If the LED is off, check the following.
a. Disconnect and reconnect the wiring harness between the erase LED and the connector 20 on the
main board PCA. If the wire harness is damaged, replace the cable harness.
b. If the wire harness is OK, check the voltage and signal to the erase LED.
i. Measure the voltage to chassis ground on connector 20 pins 10 and 11.

ii. The voltage measurements should read as follows.
c. If the voltage measured is normal, replace the eraser PCA.
d. If the voltage measured is abnormal, replace the main board PCA.

4. If the error persists, replace the eraser PCA.
63.4D.01
Engine firmware crash in the portability layer.
These errors are typically followed by a 61.00.06 error.
2. Please upgrade the firmware to 4.6.1 or newer.
3. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support Process.
63.4D.02
Engine firmware crash in an uncontrolled area.
These errors are typically followed by a 61.00.06 error.
396
2. If the error persists, gather JDP diagnostic logs and elevate the case using the Standard Support Process.
63.53.01
Engine crash on the scan area.
2. If the error persists, Check all the connections and cables between the automatic document feeder and the
Scan Joint board. If cables check out good visually and with a continuity check, then replace the Scan Joint
board.

3. If the scan joint board does not fix the issue, replace the automatic document feeder.
Part number (LX): JC97-04954A

Part number (GX): JC97-04955A
Part number (sGX): JC97-04956A

64.01.01
Imaging ASIC card not detected

2. Remove the formatter cover.
3. Disconnect the external +5v cable from the accelerator board and secure it.
Go to the following document for procedure and information:

Accelerator Card No Longer Requires External +5v Connection
4. Remove and reseat the accelerator board.
5. If the error persists, replace the accelerator PCA

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.
64.01.02
Imaging ASIC card detected, but not supported in this device
3. Remove the accelerator board from the formatter.
64.01.03
Imaging ASIC card memory failure
398

5. If the error persists, replace the accelerator PCA

For instructions: Removal and replacement: Accelerator board PCA See the Repair Service Manual for this
product.
64.01.04
Imaging ASIC card general error


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



64.01.06

400
64.01.07

64.01.08
Fan had to be restarted

64.01.07 401
64.01.09
Fan had to be restarted, but failed

64.03.04
ASIC socket error
This error indicates a Jedi socket connection couldn’t be made over the internal network port to the 2nd core.
For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).
402
65.WX.YZ and 66.WX.YZ error messages
65.* errors
Errors in the 65.* family are related to output accessories.
Recommended action
2. Verify the output accessory is correctly connected to the printer.
3. If the error persists, replace the output accessory.
65.00.A1
The printer lost communication with the finisher.
1. Open and close the finisher front door.
1. Open bridge and check for sensor. If sensor is in bridge as photo shows then go to next step. If sensor is not
seen, then remove the bridge turn it over and check to see if flag is installed or dislodged. There is a spring
that will also be with the sensor flag.
Figure 77 Sensor location
Reinstall the sensor and spring in the bridge. Test the system to see if error is resolved.
65.* errors 403

4. Check the finisher interface cables and ensure they are seated correctly. (CN1, CN15)
6. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.
7. If the error persists, replace the finisher PCA.

For instructions: Removal and replacement: Finisher controller PCA See the Repair Service Manual for this
product.
66.* errors
Errors in the 66.* family are related to output accessories.
Recommended action
2. Verify the output accessory is correctly connected to the printer.
3. If the error persists, replace the output accessory.
65.00.A1
The printer lost communication with the finisher.
404
2. Ensure that the printer has the most current FW version for the finisher. Upgrade the firmware as needed.
4. Check the finisher interface cables and ensure they are seated correctly.

For instructions: Removal and replacement: Finisher PCA See the Repair Service Manual for this product.
66.40.36
The inner-finisher punch unit experienced a home-position failure.

406
Support Process.

d. Inspect the areas for paper jams.
e. Check the finisher for any damaged or loose parts and remove any obstructions.
f. Close the covers and slide the inner finisher into place.
2. Disconnect and reconnect all connectors on the punch unit.
3. If the error persists, replace the punch unit.
Part number: HP LaserJet Inner Finisher Hole 2/3 Punch - Y1G02-67901

Part number: HP LaserJet Inner Finisher Swedish Punch - Y1G04-67901
66.40.46
The finisher experienced an error in the punch scan unit.
1. Open and close the finisher door.
408
3. Check the paper settings.
a. Ensure the paper size and type being used meets the specifications for hole punching.
b. Ensure the paper setting for the paper tray matches the paper being used in the tray.
Support Process.
4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

66.40.50
An error in the finisher system occurred. The punch unit is not responding.
3. Ensure that the latest version of firmware is installed on the finisher and the hole punch unit.
3. Disconnect and reconnect the connections from the main board PCA and the punch unit PCA.



66.40.83
Error in the hole-punching unit.
Support Process.
4. Disconnect and reconnect the connections to the punch home sensor, punch motor, and punch unit PCA.

66.60.17
The finisher has experienced a diverter operation error.
410
1. Open and then close the door of the finisher.
3. If the error persists, check the entrance motor (M12).

● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2570, 2 Bin Finisher Feed Entrance Motor.
c. Listen for the motor to turn on and run.
d. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the finisher
PCA.
e. Retest the motor. If the test fails, replace the motor.

For instructions: Removal and replacement: Finisher feed entrance motor See the Repair Service
4. If the error persists, check the Tray diverter home sensor (S4).
412
a. Using code 113-2020, run the diagnostic test for the sensor.
b. Rotate the encoder to check the reading value change (S4).
c. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
d. Replace the sensor as needed.
Tray diverter home sensor part number: 0604-001415

For instructions: Remove and replace: Tray diverter home sensor See the Repair Service Manual for this
product.
66.60.25
The inner finisher experienced a paper-holding-lever unit failure.
66.60.25 413
414
2. Remove all paper from the output bin and ensure there is no obstructions to the paper holding levers.
4. Check the finisher paper holding lever.
● Support Tools
● Service
● Service Tools

● Diagnostics
b. Run test 113-0591, Finisher Paper Hold Solenoid.
c. Touch Start. The solenoid should cycle on and off.
d. If the solenoid does not function, replace the solenoid.
5. Check the input and home sensors.
a. Check if the wire harness of the home and input sensor are correctly connected to the sensors main
board PCA.
b. If the connections are good, replace the sensors.
Entrance sensor part number: 0604-001415

66.60.27
The finisher unit experienced a front tamper unit error.
1. Check the finisher for jams or obstructions.
416

418

3. Move the front tamper from the home position to the end.
4. If the error persists, check the front tamper motor (M4).
● Support Tools
● Service
● Service Tools
● Diagnostics
420
b. Run test 113-2630, 2BinFinisher Front Tamper Motor.
PCA.
d. Retest the motor. If the test fails, replace the motor.
Front tamper motor part number: JC93-01001A

Front tamper part number: JC82-00901A
For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for this
product.
5. If the error persists, check the front tamper home sensor (S6).
a. Using code 113-2120, run the diagnostic test for the sensor.
b. Move the tamper from the home position to the other position to check the reading value change.
c. If the status does not change, disconnect and reconnect both ends of the wire harness from the
sensor to the stapler/stacker PCA.
d. Rerun the sensor test. If the test fails replace the sensor.
e. If the motor does not function, disconnect and reconnect both ends of the wire harness from the
motor to the stapler/stacker PCA.
f. Rerun the motor test. If the test fails replace the motor.

For instructions: Removal and replacement: Front tamper motor See the Repair Service Manual for this
product.

6. Disconnect and reconnect the wire harness of the finisher PCA (CN12).
66.60.28
The rear tamper unit has experienced an error.
422

Inner finisher: Recommended action for customers
1. If there is jammed paper on the finisher main output tray, remove it.
2. Open and then close the door of the finisher to check if the finisher executes the initialization process.
3. Test the finisher by sending another job.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians
2. Upgrade the firmware to 24.4.2 or greater and if issue persists.
3. If the error persists, move the rear tamper from the home position to the end.
424
4. If the error persists, check the rear tamper motor (M9).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2640, 2BinFinisher Rear Tamper Motor.
PCA.
Rear tamper motor part number: JC93-01001A

Rear tamper part number: JC82-00898A
For instructions: Removal and replacement: Rear tamper motor See the Repair Service Manual for this
product.
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians 425
5. If the error persists, check the rear tamper home sensor (S9).
a. Using code 113-2130, run the diagnostic test for the sensor:
b. Move the tamper from the home position to the other position to check the reading value change.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
d. Test the sensor, if the error persists, replace the rear tamper sensor.
Rear tamper motor part number: 0604-001393

Rear tamper part number: JC82-00898A
For instructions: Remove and replace: rear tamper sensor See the Repair Service Manual for this
product.
426
3. Check the rear tamper motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-0520 rear tamper motor.
c. The rear tamper should move back and forth.
d. If the test fails, disconnect and reconnect both ends of the wire harness to the motor.
e. Retest the rear tamper motor. If the test fails, replace the rear tamper motor.

For instructions: Removal and replacement: Inner finisher rear tamper motor See the Repair Service
4. Check the rear tamper home sensor.
a. Using code 113-0380, run the diagnostic test for the rear tamper motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. During the sensor test, move the rear tamper while checking if the sensor value changes.
c. If the test fails, disconnect and reconnect both ends of the wire harness to the sensor from the finisher
PCA.
d. Retest the rear tamper home sensor. If the test fails, replace the rear tamper home sensor.

For instructions: Remove and replacement: Inner finisher rear jogger home sensor See the Repair
5. If the error persists, replace the rear tamper assembly.
66.60.30
The inner-finisher main tray experienced a tray lift motor error (M4).
3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.
Inner Finisher: Recommended action for call-center agents and onsite technicians
Support Process.
IMPORTANT: Before continuing with troubleshooting, go to, and perform the following Service Action Advisory:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E8256, E87640-E87660 - 66.60.32

tray lift motor failure on A3 LaserJet finishers (Service Action Advisory)
The inner-finisher output tray experienced an output tray motor error. ( See M4 in the figure in the
troubleshooting steps. )
1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, check the
following:
4. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, check the
finisher output tray motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
428
b. Run test 113–0570, Finisher Main Tray Motor.
c. Ensure finisher main tray lowers and raises during the test.
d. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.
e. Retest the tray motor. If the test fails, replace the finisher sub-tray motor.
Output tray motor assembly part number: JC90-01334B

Output tray motor part number: JC31-00178B
For instructions: Tray output motor assemblyRemoval and replacement: Inner finisher stacker
motor See the Repair Service Manual for this product.
5. Check the output tray motor sensor (S6).
a. Using code 113-0473, run the diagnostic test for the output tray motor sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. During the sensor test, rotate the output tray motor(M4) for changing the sensor value.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the sensor to the finisher
PCA.
d. Retest the output tray motor sensor. If the test fails, replace the sensor S6.

For instructions: Removal and replacement: Inner finisher stack encoder sensor See the Repair Service
6. If the error persists, replace the inner finisher PCA.
66.60.32
The external finisher main tray experienced a tray lift motor error.
66.60.32 429
3. If the main tray still doesn’t go back to home “Top” position and the error does not disappear, please contact
customer support.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians

1. If using the Service Action Advisory and replacing the motor does not fix the 66.60.32 errors, perform the
following steps.
4. If the error persists, check the main output tray motor (M11).
430
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2610, 2BinFinisher Main tray Motor.
PCA
d. Retest the motor. If the test fails, replace the main tray motor.
Main output tray motor part number: JC31-00178B

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual for
this product.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents and onsite technicians 431
5. If the error persists, check the main output tray motor sensor (S33).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2143, 2BinFinisher Main Encoder Sensor.
c.
d. Rotate the encoder to check the reading value change.
e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
f. Retest the sensor. If the test fails, replace the sensor.

For instructions: Remove and replace: Main tray motor sensorSee the Repair Service Manual for this
product.
432
6. If the error persists, check the Main output tray top of stack sensor (S20).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2140, 2BinFinisher Main beam Sensor, run the diagnostic test for the sensor:
c. Cover the sensor(S20) to check the reading value changes.
d. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
e. Retest the sensor. If the test fails, replace the sensor.

For instructions: Remove and replace Main output top of stack sensorSee the Repair Service Manual
for this product.
7. If the error persists, check the Main output tray top of stack switch (S34).
434
a. Run the diagnostic test for the stack top sensor using code 113-2190.
Open the following menus: Support Tools > Service > Service Tools > Diagnostics > Engine Diagnostics
> Engine Test Routines > 2BinFinisher Stack top Sensor.
b. Push the switch up to check the reading value changes.
Part number: Finisher Main output tray top of stack switch JC39-02316A
For instructions: Removal and replacement: Main output tray top of stack switch
8. Disconnect and reconnect the wire harness of the finisher PCA (CN8, CN9).
1. If there is jammed paper on the finisher output tray, remove it.
3. Check the paper holding sensor.
Call-out 1: Paper holding sensor

Call-out 2: Paper holding solenoid
● Support Tools
436
● Service
● Service Tools
● Diagnostics
b. Using code 113-0470, run the diagnostic test for the paper holding sensor.
c. Touch Start and then Get Status. The reading should be “Low”.
d. Lift the paper holding actuator gently on the output tray and hold it there. Touch Start and then Get
Status. The reading should be “High”.
e. If the reading does not change, disconnect and reconnect the wire harness from the paper holding
Paper holding kit (paper holding solenoid + paper holding sensor) part number: JC90-01314A
Paper holding sensor: 0604-001393
For instructions: Removal and replacement: Inner finisher paper holding solenoid and sensor See the
4. If the error persists, replace the inner finisher PCA.
66.80.04
The paddle unit of the finisher experienced an error.
66.80.04 437
4. If the error persists, check the main paddle motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0510 Finisher Paddle Motor.
c. Ensure the motor functions correctly by viewing the finisher paddles.
d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.
e. Make sure that there is no damage or obstructions that would cause the failure.
438
f. Retest the paddle motor. If the test fails, replace the paddle motor.

For instructions: Removal and replacement: Inner finisher main paddle motor See the Repair Service
5. Check the paddle home sensor (callout 1) and actuator (callout 2).
Call-out 2: Sensor actuator
a. Disconnect and reconnect the paddle home sensor cable.
b. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
c. Check the actuator.
d. Using code 113-0370, run the diagnostic test for the sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.
e. Replace the sensor or actuator as needed.

Actuator part number: JC66-04201A
For instructions: Removal and replacement: Inner finisher main paddle home sensor See the Repair
Support Process.
3. If the error persists, check the paddle motor (M1).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2600, 2 Bin Finisher Paddle Motor.
440
c. Ensure the motor functions correctly by viewing the finisher paddles.
d. If the motor does not function correctly, disconnect and reconnect the wire harness from the motor to
the finisher PCA.
e. Make sure that there is no damage or obstructions that would cause the failure.
f. Retest the paddle motor. If the test fails, replace the paddle motor.

For instructions: Remove and replace: Paddle motor See the Repair Service Manual for this product.
4. Check the paddle home sensor S8 and actuator.
a. Using code 113-2060, 2BinFinisher Paddle home Sensor run the diagnostic test.
b. Rotate the encoder to check the reading value change.
c. Disconnect and reconnect the paddle home sensor cable.
d. Disconnect and reconnect the paddle home sensor cable on the finisher PCA.
e. Check the actuator.
f. Replace the sensor as needed.

For instructions: Remove and replace: Paddle home sensor See the Repair Service Manual for this
product.
442
5. Disconnect and reconnect the wire harness of the finisher PCA (CN5).
66.80.05
The finisher experienced an ejector failure.
1. Check the exit tray of the finisher and remove any paper or obstructions.
3. Check the finisher for any damaged or loose parts.
66.80.05 443
4. Check if one of the two metal ejectors is not form correctly.
Figure 78 Location of metal ejectors
Figure 79 Deformed Metal ejector
Figure 80 Metal ejectors in correct shape
a. If one or both of the metal ejectors is deformed, perform the following steps.
444
b. Remove the screw that secures the Sub Paddle Shaft assembly in place and then lift the assembly up
as shown in the following image in order to gain access to the deformed metal ejector that is stuck on
the shaft.
Figure 81 Remove screw
c. Push down on the deformed Metal Ejector to reshape it to a square shape. The target is to have 90°
corners as shown in following image.
Figure 82 Reform metal ejector
d. Put the Inner Finisher back together and test it by making 50 copies of two blank pages with two
staples on the center.
5. If the error persists, proceed to troubleshoot with the following steps.
6. Check the pre ejector motor ( M7 ).
Inner Finisher: Recommended action for call-center agents and onsite technicians 445
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0561, pre ejector motor.
c. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
the motor to the finisher PCA.
d. Check the ejector 2 gear set for any damage or obstructions. Clear obstructions as needed.
e. If no damage is found, retest the motor.
f. If the motor test fails, replace the motor.
Pre ejector motor: JC93-00998A

Ejector assembly: SS456-61001
For instructions: Removal and replacement: Inner finisher ejector assembly See the Repair Service
7. If the motor test functions correctly check the pre ejector home sensor S16.
a. Using code 113-0461, run the diagnostic test for the pre ejector home sensor: Support Tools > Service
> Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
446
b. During the sensor test, move the pre ejector to change the sensor value. ( Tip : push the pre ejector
after pushing the stapler. )
c. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
d. If the error persists, replace the sensor or the finisher ejector.

Finisher sub-ejector part number: SS456-61001
8. If the sensor test functions correctly, check the end fence sensor.
a. Using code 113-0361, run the diagnostic test for the end fence sensor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
b. Insert paper to the end fence (callout 1) and then check the end fence sensor ( S17 ) value. Remove
the paper away from the end fence and then check the sensor value. The value should be changed.
c. If the reading does not change, disconnect and reconnect both ends of the wire harness from the
d. If the error persists, replace the sensor or the finisher ejector.

9. If the error persists, replace the inner-finisher.
Inner Finisher (Whole Unit) part number: Y1G00-67902
448
4. Check the ejector 1 motor M6.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2530, 2 Bin Finisher Eject 1 Motor.
PCA
Ejector 1 motor part number: JC93-01168A

Ejector unit part number: JC90-01409A
Remove and replace: Ejector 1 motor (M6)See the Repair Service Manual for this product.
Remove and replace: Ejector UnitSee the Repair Service Manual for this product.
e. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness from
5. If the error persists, check the ejector1 motor sensor (S27).
450
a. Using code 113-2032 run the 2BinFinisher Eject1 encoder sensor diagnostic test.
b. Rotate the encoder (callout 1) to check the reading value change.
c. If the value does not change, disconnect and reconnect both ends of the wire harness from the sensor
to the finisher PCA.
d. If the error persists, replace the sensor or the finisher sub-ejector.
Ejector 1 motor sensor part number: 0604-001415

Remove and replace: S27 Ejector 1 sensorSee the Repair Service Manual for this product.
6. If the error persists, check the ejector1 home sensor (S29) & the ejector1 end sensor (S28).
a. Using code 113-2031 / 113-2030, run the 2BinFinisher Eject1 home Sensor and 2BinFinisher Eject1
away sensor diagnostic test for the sensors.
b. Move the ejector1 (callout 1) using gear (callout 2) from the home sensor to the end sensor to check
the reading value change.
c. If there is no change, disconnect and reconnect both ends of the wire harness from the sensor to the
finisher PCA.
d. Retest the sensor, if the error persists, replace the ejector unit.

452
66.80.06
The finisher experienced an ejector 2 failure.
There can be many causes for this error. HP has identified 2 specific ones that can occur when users interact with
the inner finisher.
● 1) End users, eager to get their print job, are putting their hand at the exit of the Inner Finisher and are
grabbing the already printed part of the page while the rest of the pages are still being ejected to the output
bin. This action can easily make one or both black plastic paddles on the sub-ejector mechanism to become
out of place.
● 2) One of the two metal ejectors may be getting stuck on the shaft located just above them. This happens
when the ejectors attempt to get out of home position, but they somehow got deformed.
Inner finisher: Recommended action for customers
1. Verify that the inner finisher is installed using the following image.
66.80.06 453
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place
Figure 83 Paddle example
1 - Black plastic paddle in correct position
2 - Black plastic paddle out of place
a. If the one or both of the plastic paddles are out of place perform the following:
b. Push on the belt located at the Sub-Ejector (Callout 1 in next image) to make it move towards the
inside of the Inner Finisher. This action will allow the out of place black plastic paddle to go back to its
correct operating position.
Figure 84 Push belt
NOTE: The paddles move out of place most often when a user removes pages from the Inner
Finisher before the job has completed printing. To keep this issue from occurring in the future, make
sure end users wait for their jobs to complete printing before reaching in to remove their job.
c. Print or copy a document using the stapler stacker to ensure the error is resolved.
454
1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.
Inner Finisher: Recommended action for call-center agents
1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.
a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.
b. From the Reports menu, touch Configuration/Status Pages.
c. Select the Configuration Page item, and then touch the Print or View button.
d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.

5. Check if the black plastic paddles on the sub-ejector mechanism are out of place. (Possible cause 1)
Figure 86 Push belt
6. If the error persists, dispatch a technician with not parts, to adjust the paddles on the Inner Finisher.
Stapler/Stacker – Booklet Maker: Recommended action for call-center agents
1. Print or view a Configuration Page to identify whether the Inner Finisher or Stapler/Stacker / Booklet Maker
Finisher is installed to verify you are troubleshooting the correct finisher.
a. From the Home screen on the printer control panel, swipe right to navigate, and then touch Reports.
b. From the Reports menu, touch Configuration/Status Pages.
c. Select the Configuration Page item, and then touch the Print or View button.
456
d. On the Configuration Page, locate the “Nickname” option under the Paper Trays and Options heading.
4. If the error persists, dispatch an onsite technician with a Finisher Sub-ejector unit.
Finisher Sub-Ejector Unit part: number: JC90-01409A
Inner Finisher: Recommended action for onsite technicians
1. Verify that the inner finisher is installed using the following image.
5. Check if the black plastic paddles on the sub-ejector mechanism are out of place
Inner Finisher: Recommended action for onsite technicians 457

Figure 88 Push belt
6. If the error persists, check the post ejector motor ( S11 ).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using test 113-0562, run the diagnostic test for the post ejector motor.
d. Check the post ejector gear set for any damage or obstructions. Clear obstructions as needed.
f. If the motor test fails, replace the finisher ejector.
Ejector assembly: SS456-61001

Post ejector motor: JC93-01168A (post ejector motor is a sub-assembly of the ejector assembly and
can be replaced optionally, instead.)
458
7. If the motor test functions correctly check the post ejector home sensor S10.
a. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
b. Using code 113-0462, run the diagnostic test for the post ejector home sensor: Support Tools >
Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.
c. If the error persists, replace the sensor or the finisher ejector.

Sensor part number: 0604-001393 (sensor is a sub-assembly of the finisher sub-ejector and can be
replaced optionally, instead.)
8. If the error persists, replace the inner-finisher.
Inner Finisher (Whole Unit) part number: Y1G00-67902
Inner Finisher: Recommended action for onsite technicians 459

Stapler/Stacker – Booklet Maker: Recommended action onsite technicians
1. Verify that a stapler/stacker or booklet maker finisher is installed using the following image.
5. If the error persists, replace the Finisher Sub Ejector Unit.

For instructions: Removal and replacement: Finisher ejector unit See the Repair Service Manual for this
product.
NOTE: Several sub-assemblies on the Finisher Sub Ejector Unit are available to replace instead. Optional,
further troubleshooting noted below in steps 5-8, can be performed to isolate the issue to one of these
sub-assemblies and the sub-assembly replaced instead of the Finisher Sub Ejector Unit.
If the Finisher Sub Ejector Unit does not resolve the issue, skip to step 10.
460
6. Check functionality of the ejector 2 motor (M5).
● Support Tools
● Service
● Service Tools
● Diagnostics
Stapler/Stacker – Booklet Maker: Recommended action onsite technicians 461

b. Run test 113–2540, 2BinFinisher Eject2 Motor.
d. Perform the motor test again. If the motor test fails, replace the motor M5.

For instructions: Removal and replacement: Ejector2 Motor See the Repair Service Manual for this
product.
7. If the motor test functions correctly and the error persists, check the check the ejector 2 motor sensor
(S23).
● Support Tools
462
● Service
● Service Tools
● Diagnostics
b. Run test 113-2041, run the diagnostic test for the sensor.
c. Rotate the encoder (callout 1) to check the change in the value read.
d. If the error persists, disconnect and reconnect both ends of the wire harness from the ejector
assembly to the finisher PCA.

For instructions: Removal and replacement: Ejector2 motor sensor See the Repair Service Manual for
this product.

8. If the error persists, check the ejector2 home sensor (S32).
a. Run test 113-2040, 2BinFinisher Eject2 home Sensor.
464
b. Move the ejector 2 (callout 2) using gear (callout 1) from the home position to the other position to
check the change in the value read. Or push the ejector2 home sensor actuator (callout 3) to check the
value.
c. Check the ejector2 home sensor actuator(callout3) whether the following spring is dislodged.
d. Disconnect and reconnect both ends of the wire harness from the sensor to the finisher PCA.
e. If error persists, replace the sensor as needed.

For instructions: Removal and replacement: Ejector2 home sensor See the Repair Service Manual for
this product.

9. If the error persists, check the Main output tray lower limit sensor (S26).
a. Run test 113-2144, 2BinFinisher Main Full Sensor.
b. Push the sensor actuator to check the reading value changes.
466
d. If error persists, replace the sensor as needed.
Main output tray lower limit sensor part number: 0604-001415

Removal and replacement: Main output tray lower limit sensor. Removal and replacement procedure
can be found in the booklet maker section of the service manual.
10. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN11 on the finisher
main PCA. Then turn the printer on.
11. If the error persists, elevate the case using the standard support process.
66.80.07
The grip ejector operation is abnormal.
66.80.07 467
4. Check the clamp motor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2510, 2 Bin Finisher Clamp Motor.
d. Retest the motor.
e. If the motor test fails, replace the SCU motor.

For instructions: Removal and replacement: SCU motor See the Repair Service Manual for this product.
66.80.08
The inner finisher paper support unit experienced and error.
1. Check the exit tray of the inner finisher and remove any paper or obstructions.
2. Open and then close the door of the inner finisher.
3. Check the inner finisher for any damaged or loose parts.
1. Check the exit tray of the inner finisher and remove any paper or obstructions.
2. Open and then close the door of the inner finisher.
3. Check the inner finisher for any damaged or loose parts.
468
4. Check the paper support motor (M8).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–0571, Finisher Paper Support Motor.
d. Check the paper support gear set for any damage or obstructions. Clear obstructions as needed or
replace the gear transfer assembly.
f. If the motor test fails, replace the support motor.

For instructions: Removal and replacement: Inner finisher paper support motor See the Repair Service
5. If the motor test functions correctly, check the paper support sensor ( S12 ).
a. Using code 113-0481, run the diagnostic test for Finisher paper support home sensor: Support Tools
> Service > Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines.

b. Push the paper support ( Call-out 1) to ensure the reading changes.
c. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.
d.
e. If the error persists, replace the paper support home sensor or the rear paper support assembly.
Paper support home sensor part number: 0604-001393

Rear paper support assembly part number: JC90-01311A
66.80.0A
Stack stabilizer error. The finisher clamp unit experienced an error.
2. Check the finisher for any jammed paper or obstacles, and remove them.
470
2. Check the finisher for any damaged or loose parts and remove any obstacles.
3. If the error persists, check the paper holding motor (M7).
● Support Tools

● Service
● Service Tools
● Diagnostics
b. Run test 113–2510, 2 Bin Finisher Clamp Motor.
e. If the motor test fails, replace the paper holding motor.

For instructions: Removal and replacement: Paper holding motor See the Repair Service Manual for
this product.
4. If the error persists, check the paper holding home sensor (S22).
472
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2010 2BinFinisher Clamp home Sensor, run the diagnostic test for the sensor:

c. Rotate the encoder (callout 1) to check the reading value change.
d. If there is not reading change, disconnect and reconnect both ends of the wire harness from the
sensor assembly to the finisher PCA.
e. If the error persists, replace the paper holding home sensor.

For instructions: Remove and replace: Paper holding home sensor See the Repair Service Manual for
this product.
474
5. If the error persists, turn the printer off, and disconnect / reconnect the wire harness CN13and CN14 of the
finisher PCA. And then turn the printer on.
66.80.0B
Stopper error. The finisher experienced an end-fence error.
2. Check for the latest firmware version of the finisher. Upgrade the firmware as needed.
66.80.0B 475
3. If the error persists, check the end fence motor (M3).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2590, 2 Bin Finisher End Fence Motor.
476
e. If the motor test fails, replace the end fence motor.
End fence motor (M3) part number: JC90-01467A

For instructions: Remove and replace: End fence motor
4. If the error persists, check the end fence home sensor (S7).
● Support Tools

● Service
● Service Tools
● Diagnostics
b. Using code 113-2050 2BinFinisher End fence Sensor run the diagnostic test for the sensor.
c. Move the end fence (callout 1) from the home position to the other position to check the reading value
change.
d.
e. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.
f. If the error persists, replace the sensor.

For instructions: Remove and replace: End fence sensor See the Repair Service Manual for this
product.
66.80.0C
The finisher experienced a buffer error.
478
4. If the error persists, check the main exit cam motor (M2).
● Support Tools
● Service

● Service Tools
● Diagnostics
b. Run test 113–2500, 2 Bin Finisher Buffer Lift Motor.
e. If the motor test fails, replace the buffer lift motor.

For instructions: Removal and replacement: Main Exit cam motor, gear, and sensor See the Repair
5. If the error persists, check the main exit cam home sensor (S5).
480
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Using code 113-2000 2BinFinisher Buffer lift Sensor run the diagnostic test for the sensor.
c. Rotate the encoder (callout 1) to check the reading value change.
d. Disconnect and reconnect both ends of the wire harness from the ejector assembly to the finisher
PCA.

e. If the error persists, replace the sensor.

For instructions: Removal and replacement: Buffer motor, gear, and sensor See the Repair Service
66.80.20
Stapler/Stacker staple jam. The staple jaw is unable to close, most likely due to a jammed staple.
1. Open the door of the finisher.
2. Move the stapler to the front of the finisher using the green knob.
3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.
4. If the staple cartridge is empty, replace the staple cartridge.
5. Close the finisher door.
482
1. Open the door of the finisher.
2. Move the stapler to the front of the finisher using the green knob.
3. Remove the staple cartridge and lift the tab and check for any jammed staples and remove them.
4. If the staple cartridge is empty, replace the staple cartridge.
5. Replace the stapler cartridge and close the finisher door.
6. If the staple cartridge unit is damaged, replace the staple cartridge unit.
8. If the error persists, disconnect and reconnect the both ends of the wire harness to the stapler sub unit and
the finisher PCA.
9. Retest the finisher, If the error persists, replace the finisher sub-staple unit.

For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this product.
10. Replace the finisher PCA.

66.80.27
The front alignment tamper experienced an error in the inner finisher output device.
Support Process.
4. If the error persists, check the front tamper motor (M9).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-0530, Right Tamper Motor.
c. The right (front) alignment tamper should move back and forth
d. If the motor does not functions, disconnect and reconnect both ends of the wire harness to the
tamper motor.
484
e. Re-test the motor, if the motor still does not function replace the tamper motor.

For instructions: Removal and replacement: Inner finisher front tamper motor See the Repair Service
5. If the motor test functions correctly, check the tamper home sensor (S5).
a. Run test 113-0390, Finisher Right Tamper Sensor: Support Tools > Service > Service Tools >
Diagnostics > Engine Diagnostics > Engine Test Routines.
b. Touch Start and then Get Status.
c. During the sensor test, move the front tamper back and forth to change the sensor value.
d. If it does not function correctly, disconnect and reconnect both ends of the wire harness to the sensor
from the finisher PCA.
e. Retest the sensor, if it does not function correctly replace the sensor.


6. If the error persists, replace the front tamper assembly.

66.80.36
The inner-finisher main tray experienced a tray lift motor error.
Please refer to ’66.60.30’ CPMD guide if future smart firmware version is prior to 24.5.1. ( Not including firmware
24.5.1 )
1. Check the staple cartridge.
a. Open the finisher door and remove the stapler cartridge.
b. Check the staple cartridge for any jammed staples and remove them.
c. Install the staple cartridge.
d. Close the finisher cover.
486

Support Process.

1. Please update the firmware if the future smart firmware version is prior to 24.5.1. ( Not include ’24.5.1 )
2. If the error persists, check the stapler motor ( Callout 1 ).
● Support Tools
● Service
488
● Service Tools
● Diagnostics
b. Run test 113-0550, stapler position motor.
c. Check the stapler motor (Call-out 1) to ensure that it moves and the motor is working.
d. If the motor does not function correctly, disconnect and reconnect both ends of the wire harness to
the motor.
e. Re-test the motor, if the motor still does not function, replace the motor.
Stapler assembly part number: JC90-01342A

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.
3. If the error persists, replace the inner finisher rear joint PCA. ( Callout 2 )
66.80.38
The initialization of the stacker failed to be completed within the designated time.
66.80.38 489
3. Check to see if there is any skew on the main output tray.
4. Check the main tray full sensor.
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2144, 2 Bin Finisher Main Full Sensor.
c. Touch Start and then Get Status. The reading should be “Low”.
d. Push on the sensor actuator and make sure it moves freely. Hold the actuator down and touch Start
and then Get Status. The reading should be “High”.
e. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
490
5. Check the main tray beam sensor.
a. Run test 113–2140, 2 Bin Finisher Main Beam Sensor.
b. Cover the beam sensor to ensure the reading changes from “Low” to “High”.
c. If the reading does not change, disconnect and reconnect the wire harness from the sensor to the
finisher PCA.
d. Retest the sensor. If the test fails, elevate the issue using the Standard Support Process.
6. Check the main tray motor.
a. Run test 113–2610, 2 Bin Finisher Main Tray Motor.
b. Ensure the finisher main tray lowers and raises during the test.
c. If the tray does not move, disconnect and reconnect the wire harness from the tray motor to the
finisher PCA.
d. Retest the tray motor. If the test fails, replace the finisher sub-stacker motor.

For instructions: Removal and replacement: Main tray moving motor See the Repair Service Manual for
this product.
7. Check the home position sensor.
a. Run test 113–2510 2 Bin Finisher SCU Motor. This test check the home position sensor,
b. If the test fails, replace the home position sensor.
Part number: 0604–001415

66.80.46
The stapler operation experienced a failure.
66.80.46 491
This error can be caused by the inner finisher/printer being shipped from the staging area to the customer site
WITHOUT reinstalling the shipping lock screw for the stapler unit. This causes the stapler to move inside the inner
finisher on its path. This in turn causes the staple cartridge to come out of the stapler and it gets stuck inside the
inner finisher.
b. Verify the stapler unit shipping/retaining screw has been removed.
Figure 89 Shipping screw
492
c. Use the release lever to slide the inner finisher away from the printer.
d. Open the right and upper jam covers.
e. Inspect the areas for paper jams or obstructions.
f. Close the covers and slide the inner finisher into place.

Support Process.
1. If this error occurs on initial install, check to see if the unit was shipped without the shipping lock screw
installed.
a. Check if shipping screw is present.
Figure 90 Shipping screw
b. If the customer reports that the 66.80.46 error displays on the control panel and is accompanied by a
loud buzzing noise, ask the customer or technician to open the front door of the inner finisher, check
the stapler position, and look to see if the staples cartridge is stuck inside the path of the stapler.
Figure 91 The staple cartridge green handle stuck inside the inner finisher
494
c. THIS STEP IS FOR TECHNICIANS ONLY: Remove the inner finisher’s front cover, free the stapler by
pushing in the staple cartridge, and then reinstall the front cover.
The technician should then test the unit by stapling two sheets together in a test copy job.
If the 66.80.46 error does not appear on the control panel AND if there is no buzzing noise, the inner
finisher can be considered fixed.
2. If the error was not caused by the unit shipped without the lock in place, continue troubleshooting with the
following steps.
3. Verify there are no jammed staples in the staple cartridge. Lift the front metal and make sure the staples
are correctly formed. Clear any damaged staples, and remove the current sheet of staples from the
cartridge if needed.
5. If error persists, check the finisher stapler position sensor 1, 2, 3, 4 ( S2 ).
496
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Use tests 113-0491 and 113-0492, to run the diagnostic test for stapler position sensor:
c. During the sensor test, move the stapler back and forward to change the sensor value.
d. If the sensors do not function correctly, disconnect and reconnect both ends of the wire harness from
the stapler position sensor to the finisher rear joint PCA.
e. Retest the sensors. If the sensors still do not function, replace the sensor as needed.

For instructions: Removal and replacement: Inner finisher stapler position sensor assembly See the
6. If the error persists, check the stapler position motor ( M1 ).
a. Using code 113-0581, run the diagnostic test for stapler position motor: Support Tools > Service >
Service Tools > Diagnostics > Engine Diagnostics > Engine Test Routines
b. The stapler motor ( M1 ) should move forward and backward.
d. Retest the motor. If the motor still does not function, replace the motor.

For instructions: Removal and replacement: Stapler motor position See the Repair Service Manual for
this product.
7. If the error persists, replace the entire inner finisher.
Kit-Inner Finisher part number: Y1G00-67901
Stapler/Stacker - Booklet Maker: Recommended action for call-center agents and onsite technicians
498
2. Check the stapler path whether there is an obstruction that interfere with stapler movement. Especially
check the shape and the location of end fence.
3. Check the cable that is connected into the stapler unit.
500
4. If the error persists, check the stapler position motor (M8).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2620, 2 Bin Finisher Stapler Move Motor.
Check the motor sound during the test.
d. Retest the motor. If the motor still does not function, replace the finisher sub-staple unit.

For instructions: Remove and replace: Staple position motor M8 See the Repair Service Manual for this
product.
5. If the error persists, check the Stapler rear sensor (S30), Stapler mid rear sensor (S25), and Stapler mid
front sensor (S24).
a. Run test 113-2110 / 113-2111 / 113-2112, 2BinFinisher Stapler home Sensor / 2BinFinisher Stapler
rear Sensor / 2BinFinisher Stapler front Sensor.
b. Move the stapler from the stapler rear position to the other position to check the reading value
change.
d. If the sensor test fails, replace the sensor or finisher sub-staple unit.

For instructions: Remove and replace: Staple sensor S24See the Repair Service Manual for this
product.
502
For instructions: Remove and replace: Staple sensor S25See the Repair Service Manual for this
product.
For instructions: Remove and replace: Staple rear sensor S30See the Repair Service Manual for this
product.
Staple unit part number: JC82-00894A
For instructions: Removal and replacement: Stapler unit See the Repair Service Manual for this
product.
6. If the error persists, power off, and disconnect / reconnect the wire harness CN10 of the finisher PCA. And
then power on.
66.90.11
Booklet diverter failure.
66.90.11 503
504
2. Close the finisher door and retest.
Support Process.

506
2. Close the finisher door and retest.
4. If the error persists, check the diverter motor (M18).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–3560, Booklet Diverter Motor.
d. Retest the motor. If the motor still does not function replace the motor.

For instructions: Remove and replace: Booklet diverter motor See the Repair Service Manual for this
product.
5. If the error persists, check the booklet diverter home sensor (S40).
508
a. Using code 113-3060 Booklet Diverter home Sensor, run the diagnostic test for the sensor.
b. Move the booklet diverter (callout 1) from the home position to the other position to check the reading
value change.
d. Replace the sensor if needed.

For instructions: Remove and replace: Booklet Diverter home sensorSee the Repair Service Manual for
this product.
66.90.12
Booklet accumulator failure.
510

Support Process.
512

3. If the error persists, check the booklet tamper motor(M23).
● Support Tools
● Service
● Service Tools
514
● Diagnostics
b. Run test 113–3540, Booklet Tamper Motor.

For instructions: Remove and replace: Booklet tamper motor See the Repair Service Manual for this
product.
4. If the error persists, check the booklet tamper home sensor (S38).

a. Using code 113-3080 Booklet Tamper home Sensor, run the diagnostic test for the sensor:
b. Move the booklet tamper (callout 1) from the home position to the other position to check the reading
value change.

For instructions: Remove and replace: Booklet tamper sensorSee the Repair Service Manual for this
product.
516
66.90.13
Booklet paddle failure.
66.90.13 517
518
Support Process.

520
4. If the error persists, check the paddle motor (M19).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3580, Booklet Paddle Motor.
Check for the sound of the motor running.

For instructions: Remove and replace: Booklet paddle motor See the Repair Service Manual for this
product.

5. If the error persists, check the booklet Paddle home Sensor (S41).
a. Using code 113-3090 Booklet Paddle home Sensor, run the diagnostic test for the sensor.
b. Rotate the booklet paddle encoder to check the reading value change.
522
For instructions: Remove and replace: Booklet paddle home sensor See the Repair Service Manual for
this product.
6. If the error persists, power off, and disconnect and reconnect the wire harness CN7 of the booklet maker
PCA. And then power on.
66.90.14
The booklet maker experienced a knife (blade) error.
66.90.14 523
524
Support Process.

526
3. If the error persists, check the booklet blade motor (M22).
● Support Tools
● Service
● Service Tools
● Diagnostics

b. Run test 113–3550, Booklet Knife Motor.

Remove and replace: Booklet Blade motorSee the Repair Service Manual for this product.
4. If the error persists, check the booklet blade home sensor (S45).
a. Using code 113-3040 Booklet Knife home Sensor, run the diagnostic test for the sensor.
b. Rotate the booklet blade motor to check the reading value change.
528

Remove and replace: Booklet blade home sensorSee the Repair Service Manual for this product.
66.90.15
The booklet maker experienced a press failure.
Support Process.
66.90.15 529
530

3. If the error persists, check the press motor (M16).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3570, Booklet Press Motor.
532

Remove and replace: Booklet presser motorSee the Repair Service Manual for this product.
4. If the error persists, check the booklet presser home sensor (S37).
a. Using code 113-3130 Booklet Press home Sensor, run the diagnostic test for the sensor.

b. Move the booklet presser (callout 1) from the home position to the other position to check the reading
value change.
Callout 1 - Booklet presser
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA
d. Retest the motor. If the test fails, replace the sensor.

Remove and replace: Booklet presser home sensorSee the Repair Service Manual for this product.
534
66.90.16
Booklet maker stapler failure.
3. Remove both of the staple cartridge units and make sure there are no damaged staples. Lift the metal bar
in the leading edge of the staple units and check for properly formed staples.
5. If the error persists, replace the booklet stapler unit or booklet maker as needed.
Booklet stapler unit part number: JC82-00725A

Booklet maker part number: JC82-00905A
For instructions: Remove and replace: Booklet stapler unitSee the Repair Service Manual for this product.
66.90.21
The buffer unit has experienced an error.
66.90.16 535
Recommended action for customers:
Recommended action for call-center agents
3. Upgrade the finisher and engine to the latest version of firmware.
NOTE: Finisher firmware version V04.22 or greater.
Engine firmware datecode 4.3.0.2 or greater.
4. If the firmware is not current, dispatch a technician to upgrade the firmware.
5. If the firmware is up to date, dispatch a technician to troubleshoot the following parts.
● Booklet buffer home sensor.
Recommended action for onsite technicians
3. Ensure the finisher and engine are running the latest version of firmware.
NOTE: Finisher firmware version V04.22 or greater.
Engine firmware 4.3.0.2 or greater.
4. If the firmware is not current, upgrade the firmware.
a. Obtain the latest firmware bundle from HP.com
b. Ensure that the finisher is correctly connected to the printer before downloading FW bundle.
NOTE: The finisher must be connected to the print engine when performing the upgrade.
536
5. If the error persists, check the buffer home sensor (S16).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113-2210 2BinFinisher BM exit cam home sensor.
Recommended action for onsite technicians 537

c. Rotate the buffer roller (callout 1) to check for the reading value to change.
d. If the sensor does not function correctly, disconnect and reconnect both ends of the wire harness from
the sensor to the finisher PCA.
e. retest the sensor. if the sensor continues to fail, replace the sensor.
66.90.22 and 66.90.23

The buffer unit has experienced an error.
538
3. If the error persists, check the booklet buffer motor (M10).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–2660, 2BinFinisher BM exit cam Motor.


For instructions: Remove and replace: Booklet buffer motorSee the Repair Service Manual for this
product.
4. If the error persists, check the buffer home sensor (S16).
a. Using code 113-2210 2BinFinisher BM exit cam home sensor , run the diagnostic test for the sensor.
540
b. Rotate the buffer roller (callout 1) to check for the reading value to change.
d. If the test fails, replace the sensor.
5. If the error persists, power off, and disconnect and reconnect the wire harness CN17 of the finisher PCA.
And then power on.

66.90.43
The finisher experienced a booklet c-fold blade error or a booklet end fence error.
542

544

5. If the error persists, check the booklet c-fold blade motor (M17).
● Support Tools
● Service
● Service Tools
● Diagnostics
b. Run test 113–3590, Booklet Guide Motor.

For instructions: Remove and replace: Booklet c-fold motor See the Repair Service Manual for this
product.
546
6. If the error persists, check the booklet c-fold blade home sensor (S39).
a. Using code 113-3050 Booklet Guide home Sensor, run the diagnostic test for the sensor.
b. Move the c-fold blade using the gear (callout 1) from the home position to the other position to check
for the reading value to change.
c. Disconnect and reconnect both ends of the wire harness from the sensor to the booklet maker PCA.


For instructions: Remove and replace: Booklet c-fold blade home sensor (S39)See the Repair Service
7. If the error persists, check the booklet end fence motor (M20).
a. Using code 113-3530 Booklet Stopper Motor, run the diagnostic test for the motor.
b. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.
c. Retest the motor. If the test fails, replace the motor.

For instructions: Removal and replacement: Booklet end fence motor See the Repair Service Manual
for this product.
548
8. If the error persists, check the booklet end fence home sensor (S42).
a. Using code 113-3000 Booklet Stopper home Sensor, run the diagnostic test for the sensor.

b. Move the booklet end fence (callout 1) from the home position to another position to check for a
reading value change.
c. If the test fails, disconnect and reconnect both ends of the wire harness from the motor to the booklet
maker PCA.

For instructions: Removal and replacement: Booklet end fence home sensor See the Repair Service
550
67.* error messages
Errors in the 67.* family indicate a problem with the connection between the printer and an external input tray.
The printer and the tray are not communicating.
Recommended action
1. Check the connections between the PCA in the input device and the PCA in the printer.
2. Replace damaged connectors, if possible.
3. If the connector is damaged on the PCA, replace the appropriate PCA.
67.0E.01
Optional exit unit is not installed.
1. Check whether 2nd exit unit is installed.
2. Check the exit sensor on the 2nd exit unit.
● Support Tools
● Service
● Service Tools
● Diagnostics
67.* error messages 551

b. Run test 102–0371, Exit2 Sensor.
c. If the test fails, disconnect and reconnect the wire harness connection on the 2nd exit unit and
connector 1 on the main board PCA.
d. If the wire harness is OK, check to ensure that the sensor arm move freely. If it does not, replace the
sensor actuator parts.

67.04.02
The printer cannot communicate with tray 3 of the dual cassette department feeder (DCF).
3. Remove the rear cover.
4. Disconnect and reconnect the connector CN301 on the DCF controller PCA to ensure the connector is seated
correctly and are not damaged. Replace the connector if necessary.
552
5. If the error persists, replace the DCF PCA.

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

70.* errors
Messages in the 70.* family indicate a problem with the DC controller or Main board PCA (ECB) depending on your
printer.
Recommended action
2. Replace the DC controller or the Main board PCA (ECB) as needed.

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

1. Turn the printer off, reconnect the network cable, and then turn the printer on.
70.* errors 553

2. Try another network cable.
3. Reload the printer firmware.
Recommended action
3. For 82.* errors, reload the printer firmware.

81.* errors
external hard disk.

Recommended action
554 80.* errors

82.* errors
external hard disk.


82.73.45 Disk Successfully cleaned

Event log only, disk successfully cleaned.
Recommended action
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.

1. Turn the product off, and then on.
82.* errors 555


2. Use the Format Disk item in the Preboot menu.
3. Reload the firmware.

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

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

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

2. Download and install the latest firmware.
556 82.73.46, 82.73.47


2. Download and install the most current version of the firmware.
98.00.01 or 98.01.00 Corrupt data in firmware volume

Data corruption has occurred in the firmware volume.


98.00.02 Corrupt data in the solutions volume

Data corruption has occurred in the solutions volume.



98.00.03 Corrupt data in the configuration volume

Data corruption has occurred in the configuration volume.


2. Download the firmware again, and then attempt the upgrade again.
98.00.04 Corrupt data in the job data volume

Data corruption has occurred in the job data volume.
558 98.00.02 Corrupt data in the solutions volume

Recommended action
2. Make sure the printer is running the most current version of firmware.
3. Rerun the file erase function.

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

1. Make sure the connection to the network is good, and then try the firmware upgrade again.
2. If the error persists, try using the USB upgrade method.
For more information, go to HP Enterprise, HP Managed - Update the printer firmware.

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.
NOTE: Do NOT replace the formatter board, it will not resolve the issue.
99.00.01 Upgrade not performed file is corrupt

A remote firmware upgrade (RFU) was not performed.
This is a CRC error in the firmware image (bad image).

Recommended action
▲ Download the firmware upgrade file, and then attempt the upgrade again.
99.00.02 Upgrade not performed timeout during receive

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the network
environment, not the product.
Recommended action
The most common cause is an issue with the network environment.
1. Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again.
NOTE: If the upgrade is being performed over the network, check the link light on the ethernet connection
on the printer formatter. Make sure that one light is solid and the other is blinking, which signals that data is
passing over the ethernet connection. This is an indication of a good physical connection.
2. If the error persists, use the USB upgrade method.

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

The issue is an I/O timeout when reading image data.
560 99.00.01 Upgrade not performed file is corrupt

Recommended action
again.
99.00.09 Upgrade canceled by user

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

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

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

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

The header number is 2, but the header size does not match version 2 size.
Recommended action
2. Resend the RFU.

The file is invalid.
Recommended action
2. Resend the RFU.
99.00.2x
There is a compatibility issue with the firmware.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.00.20 (event log)
The bundle is not for this product.
● 99.00.21 (event log)
The bundle is not signed with the correct signature, or the signature is invalid.
● 99.00.22 (event log)
The bundle header version is not supported by this firmware.
● 99.00.23 (event log)
The package header version is not supported by this firmware.
● 99.00.24 (event log)
The format of the bundle is invalid.
● 99.00.25 (event log)
562
The format of the package is invalid.
● 99.00.26 (event log)
A CRC32 check did not pass.
● 99.00.27 (event log)
An I/O error occurred while downloading the bundle.
Recommended action
1. 99.00.27 only: Turn the product off, and then on.
2. Download the correct firmware file, and then resend the firmware upgrade.
3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).
99.01.xx
A firmware install error has occurred.
The specific message varies depending on the cause, but the solution for each message is the same.
● 99.01.00
● 99.01.10
● 99.01.20
● 99.01.21
Recommended action
▲ Reload the firmware.
99.02.01
Firmware installation was successful.
Recommended action
99.02.09
Firmware upgrade cancelled by user.
Recommended action
99.07.20 Fax error

Fax card communication error.

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

● 99.07.00 Unexpected fax modem FW installer error. Firmware installation failed. The fax installer
encountered an error during installation.
● 99.07.10 An error occurred accessing the repository during the fax modem FW install. Firmware installation
failed. The fax modem installer encountered an error in the repository.
● 99.07.21 The fax modem could not be reset. Firmware installation failed. The fax modem installer failed to
download flash to the modem.
● 99.07.22 Firmware installation failed. The fax modem installer failed to download firmware to the modem.
● 99.07.23 Fax modem reset failed.
2. If possible, upgrade the firmware.
2. Verify the fax card is correctly installed on the formatter. Ensure the fax card is aligned with slot on the
formatter chassis and is firmly seated against the formatter board. Turn the printer on.
3. If the error persists, download and reinstall the firmware from the preboot menu.
a. Select the Administration menu.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays.
Enter the password to proceed.
b. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.
564
4. If the error persists, perform a Format Disk procedure using the Preboot menu and then reload the
Firmware.
For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).
99.09.61 Unsupported disk

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

This error indicates that there is an encryption mismatch between the HDD and the formatter.
This typically happens because an HDD was swapped into a device from another device.
Recommended action
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)
99.09.61 Unsupported disk 565

● 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.
▲ Follow the procedure to load firmware on a new hard disk drive, and then lock the disk to this printer.
Do NOT replace the formatter board, it will not resolve this.
99.09.64 Disk Nonfunctional

A fatal hard disk drive failure has occurred.
1. Determine if the hard disk drive needs to be replaced.
3. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.
320 GB Hard disk drive part number: 5851-6712

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual for
this product.
Do NOT replace the formatter board, it will not resolve this error.
566
5. If the error still persists, replace the SATA riser PC board.
SATA riser PC board part number: B5L29-60001
99.09.65 Disk data error

Disk data corruption has occurred.
Recommended action
▲ Use the Format Disk procedure from the Preboot menu, and then resend the remote firmware upgrade
(RFU).
99.09.66 No boot device.

A hard disk drive or eMMC is not installed in the printer.
1. Install a compatible hard disk drive.
2. If a compatible hard disk drive is installed, re-seat the hard disk drive to make sure that it is connected
correctly. Additionally, reseat all cables on the formatter, except the Flat Flexible cable (FFC).

For instructions: Removal and replacement: Formatter 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 or eMMC. This is usually the result of installing a new hard
disk drive or performing a Format Disk procedure from the Preboot menu.
99.09.65 Disk data error 567

1. Press any button to continue to the main Preboot menu.
2. Press the Help button to see the help text for the error.
3. Select the Administration menu.
NOTE: If there is a password assigned to the administrator, a prompt to enter the printer displays. Enter
the password to proceed.
4. Select the Download item, and then download the latest firmware. The user can now download a new
firmware bundle to the printer.
5. If the download fails to the hard disk drive, complete the following:
b. Check for proper installation of the hard disk. Remove the Formatter cover and ensure the hard disk is
making a good connection.
c. Turn the printer on. The boot sequence is expected to stop at 99.39.67 eMMC Not Bootable.
d. Provide instructions to download firmware.
e. If the error persists, replace the hard disk drive.

For instructions: Removal and replacement: Formatter Hard disk drive See the Repair Service Manual
for this product.
99.59.62 Unknown Disk

The hard disk drive on the main board PCA is an unknown type.
Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.
2. If the hard disk drive is the correct one and the error persists, disconnect and reconnect both ends of the
cable harness from the main board PCA to the hard disk drive.

product.
99.59.64 Disk Nonfunctional

The hard disk drive on the main board PCA is not functioning.
568
Recommended action

product.
99.59.66 No Boot Disk

The hard disk drive on the main board PCA is not installed or is not working.
Recommended action
1. Ensure the hard disk drive installed is the correct one for the printer.

product.
Alphabetical messages
Toner Collection Unit Almost Full
The toner collection unit is almost full
The toner collection unit is between 90% and 99% of its capacity.
Recommended action
2. For all other "Toner Collection Unit Almost Full" messages and if the firmware is up to date, replace the toner
collection unit.

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HP LaserJet Managed MFP E72525-E72535 series -

Control Panel Message Document (CPMD)

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Table 1 Content format types

Format Document title example Recommended use

● Use when a printable document is

NOTE: Refer to the printer service manual

NOTE: For current information, use the

Control-panel message types

Error-code and control-panel-message troubleshooting overview

Table 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

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

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

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

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

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

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

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

Error code System Component System Error Description

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

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

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

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

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

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

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

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

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

Error code System Component System Error Description

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

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

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

80.WX.YZ Managed device Embedded Jetdirect error.

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

90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB,

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

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