HP PageWide Printer Theory and

Troubleshooting Fundamentals -
Service and Support

Troubleshooting power-on or blank control panel problems

If the printer is not powering on correctly, use the following steps to begin troubleshooting
the problem.
1. Verify that power is available to the printer. If the printer is plugged into a
surge protector or uninterruptible power supply (UPS), remove it. Plug the
printer directly into a known operating wall receptacle (make sure that the
wall receptacle provides the correct voltage and current for the printer).

NOTE:

Unplug any other devices on the same circuit that the printer is using.

2. Try another known operating wall receptacle and a different power cord.
3. To eliminate a thermal switch issue, unplug the power cord and leave it
unplugged for over 20 minutes. Re-attach the power cord, and then turn the
power on again.
4. During normal operation, engine sounds will be heard after the printer power
is turned on. Lean close to the printer to hear the engine operating. Look for
illuminated lights on the control panel and formatter LEDs.

NOTE:

Operational motors, and control-panel lights indicate the following:

o AC power is present at the printer.
o The power supply is providing either or both 33 Vdc and 5
Vdc voltages.
o The DC controller microprocessor is functioning.

5. If the printer powers on, but the control panel is blank, make sure that the
control-panel display wire harness or harnesses and flat flexible cable or
cables (FFCs) are connected.

NOTE:

The following conditions indicate that the printer has frozen while in
Sleep mode or Sleep delay. Opening a door or pressing a control-
panel button should cause the printer to wake up from Sleep mode or
Sleep delay.
o The control panel home button LED is illuminated
 o The power-switch LED flashes once every three to five
seconds

If the control panel is not responding, or if it appears black or blank, try the
following:
c. Turn the printer power off, and then on again.
d. Verify that the system is correctly functioning by printing a test
page. Does the test page print correctly?
Is the printer HP Embedded Web Server (EWS) accessible?
e. Verify that the control panel is correctly functioning. If it is not,
turn the printer off and reseat the control-panel assembly cable
connections at the control-panel assembly and the formatter.
f. Try upgrading the firmware. If the firmware upgrade fails to
resolve the problem, and the printer still freezes while in Sleep
mode or Sleep delay, elevate the case.
g. If the error persists and the EWS functions correctly, replace the
control-panel assembly.

NOTE:

Most printers also have control panel diagnostic tests that

can be run by using the Pre-boot menu or by pushing a
button on the back of a touchscreen control panel. See
the individual printer's Service Manual for more
information.

6. If normal start-up noises are not heard, turn the printer off, and then remove
any installed accessories (for example, envelope feeders, paper feeders, or
output accessories).
7. Turn the printer on, and then listen for start-up noises. If normal start-up
noises are heard, the problem might be with an accessory.
8. Perform an engine test. The engine test procedure varies by printer, so refer
to the printer Service Manual to get instructions.
9. If the engine test page prints, the print engine is operating normally. Replace
the formatter.

CAUTION:

Under NO circumstances should a formatter from a different printer be

installed during the repair or troubleshooting processes. The formatter
stores important data specific to the model of printer it is installed in
and is not designed to be swapped or repurposed in any way. Return
a used formatter to HP.
Issues that can occur from swapping a formatter include:
o Serial number, product number, product name, page count,
and supported cartridges information change and might
make a product unusable
o 33.02.01 Used board/Disk installed errors
If a used formatter is installed and causes this issue, the partner must
cover the costs of the repair in the form of a product
 replacement. There is no method in the field to recover a printer
where a used formatter is installed.
For more information, see the following topic (c06360930):
o HP internal link: 33.02.01 error or printer name and/or
product number changes after replacing the formatter
o HP external partner link: 33.02.01 error or printer name
and/or product number changes after replacing the
formatter
To access the HP partner link, you must first log in to the HP Partner
First Portal and then connect to WISE.

NOTE:

If the engine test page does not print, turn the printer off, reconnect
the formatter power connector, remove the embedded MultiMedia
Card (eMMC), and then try the engine test again. If the page prints,
the problem might be the eMMC.

10. If after replacing the formatter or eMMC normal start-up noises are still not
heard, replace the DC controller.
11. If the print engine appears to be correctly operating (the engine test page
successfully printed) and the control panel is still blank, replace the power
supply.

Troubleshooting an unresponsive printer

If the printer powers up normally and the control panel displays correctly, but the printer
appears unresponsive to print jobs, use the following steps to troubleshoot the issue.
1. The control panel should indicate a Ready, Paused, Sleep mode
on or Sleep delay on status. If an error message displays, resolve the error.
Resolve any supply issues.
2. For network connection errors, verify that the network port is active and that
the cables are securely seated.
a. Check the network cable connections between the printer and
the computer or network port. Make sure that the connections
are secure.
b. Make sure that the cables are not faulty by trying different
cables, if possible.
3. Check the network LEDs (callout 1) to see if they indicate any issues.

NOTE:

The figure below is representational only. Network LED location

varies by printer.

Network LEDs
 LED light
Description
pattern

Solid green light and flashing yellow light indicates a successful

network connection.

No lights on indicates a faulty network connection. Disconnect

and reconnect the cable to the port. In the Network Settings
Menu, verify the link settings and make sure that the port is
enabled.

4. Use one of the following options to print a configuration page. If the printer is
connected to a network, an HP Jetdirect page also prints.

IMPORTANT:

The procedures in this section are for printers with FutureSmart 4

(FS4) or later firmware installed. For printers with FS3 firmware
installed, go to the HP WISE web site and search for HP Color
LaserJet Enterprise M552, M553 - Control-panel menus (c04574398)
or HP Color LaserJet Enterprise MFP M577 - Control-panel
menus (c04796059) for more information.

Print the configuration page from a SFP control panel

a. From the Home screen on the printer control panel, use the
arrow buttons to navigate to Reports, and then press
the OK button.
b. Use the arrow buttons to scroll to Configuration/Status Pages,
and then press the OK button.
c. Use the arrow buttons to scroll to Configuration Page, and then
press the OK button.

d. Use the arrow buttons to scroll to the print icon  . Press

the OK button to print the pages.
Print the configuration page from an MFP control panel
e. From the Home screen on the printer control panel, scroll to and
touch the Reports button.
f. Open the following menus:
a. Configuration/Status pages
g. Touch Configuration Page to select it.

h. Touch the print icon   to print the pages.

5. Check to see if there is a newer version of the firmware available. If there is,
update the firmware.
6. Verify that the correct print driver for this printer is installed. Check the
program to make sure that the print driver for this printer is used. The print
driver can be downloaded from support.hp.com.
7. Print a short document from a different program that has worked in the past.
If this solution works, the problem is with the program. If this solution does
not work (the document does not print), complete these steps:
 a. Try printing the job from another computer that has the printer
software installed.
b. If the printer is connected to the network, connect the printer
directly to a host computer with a USB cable. Redirect the printer
to the correct port, or reinstall the software (make sure to select
the new connection type).

NOTE:

The host USB port may disabled from the factory. If so,
this port needs to be activated first before connecting the
printer to the USB port.
For more information about troubleshooting an unresponsive printer and about
troubleshooting connectivity issues, see the "Performance and connectivity
troubleshooting" section of the Service manual.

Control panel system diagnostic tests

You can use the touchscreen control panel diagnostic tests to test the control panel
hardware and display using the printer firmware system diagnostics.
For more details about individual control panel diagnostic tests, see the printer Service
Manual.
Use the following procedure to open the control panel system diagnostics tests (MFP).
1. Turn the printer power off, and then on again.
2. Open the Pre-boot menu.

3. Use the down arrow  button to scroll to +3 Administration, and then

press the OK button to select it.

4. Use the down arrow  button to scroll to +E CP Diagnostics, and then

press the OK button to select it.

NOTE:

An administrator password might be required to continue.

Access the diagnostics menu

To open the Pre-boot menu:

 On a touchscreen control panel, touch the middle of the control panel display
when you see the 1/8 under the logo.
 On an LCD control panel, press the X (Cancel) button when you see
the 1/8 under the logo.
NOTE:
The boot up operation may go very quickly, so have your finger ready to touch the
screen (or button) as soon as the HP logo appears. It may take a few tries to get the
timing right.
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 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 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.

ERROR CODES: The first two characters

Error
System Component System Error Description
code

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.

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

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

Page complexity causing a decompression error

21.WX.YZ Page
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.

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

Backup, Disk, EFI BIOS, Firmware integrity

33.WX.YZ Security (SureStart), or Trusted Platform Module (TPM)
notification or error.

Partition manager, secure erase, or USB accessory

40.WX.YZ Input/Output (I/O)
error.

Miscellaneous error including general and misprint

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

Firmware failure involving the Event Log, Shell,

42.WX.YZ Firmware
System Manager, or other component.

Firmware failure involving a digital sending

44.WX.YZ Firmware
component.

OXPd/Web Kit Informational notifications involving the OXPd Web

45.WX.YZ
(PageWide) Kit (communications log).

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

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

PJA job accounting, job management, or job pipeline

48.WX.YZ Firmware
error.

49.WX.YZ Firmware Firmware communication error.

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

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

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

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

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

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

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

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

Tray motor error

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

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

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

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

80.WX.YZ Managed device Embedded Jetdirect error.

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

Memory (hard disk,

82.WX.YZ Disk hardware error.
EMMC, etc.)

Internal test of systems (i.e. disk, CPB, display) or

90.WX.YZ Internal diagnostics
interconnection error.

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

Remote Firmware Upgrade (RFU), firmware install

99.WX.YZ Firmware installer
(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.

Experiencing frequent or recurring paper jams?

To reduce the number of paper jams, try these solutions.
NOTE:
View a video that demonstrates how to load paper in a way that reduces the
number of paper jams.

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

2. Use paper that is not wrinkled, folded, or damaged. If necessary, use paper
from a different package.
3. Use paper that has not previously been printed or copied on.
4. Make sure the tray is not overfilled. If it is, remove the entire stack of paper
from the tray, straighten the stack, and then return some of the paper to the
tray.
5. Make sure the paper guides in the tray are adjusted correctly for the size of
paper. Adjust the guides so they are touching the paper stack without
bending it.
6. Make sure that the tray is fully inserted in the printer.
7. If you are printing on heavy, embossed, or perforated paper, use the manual
feed feature and feed sheets one at a time.
8. Open the Trays menu on the printer control panel. Verify that the tray is
configured correctly for the paper type and size.
9. Make sure the printing environment is within recommended specifications.

Print zone jams

The print zone is the section of the paper path between the feed roller and output 1 pinch
roller.
The print zone contains no paper path sensors. If a jam occurs in the print zone, it is not
detected until the leading edge of the paper is determined to be late in reaching the jam
sensor in the output path.

In A4 PageWide printers, when a user pulls on jammed paper in the print zone that is still
partially in the feed roller pinch, the servo control detects a slight movement of the feed
roller and assists the user by applying a forward torque to the roller. This feature reduces
the pulling force needed by the user and which reduces the chance of leaving torn pieces
of paper in the paper path.
A4 PageWide printers also have a "printer assist" feature that can be very useful in clearing
paper jams. When the "printer assist" feature is triggered, the engine will turn the drive
shafts to try to force the paper through the paper path. You might be able to help the
engine by gently pulling on any visible sections of the paper to remove it from the printer.
To trigger the "printer assist" feature, open the door on the left side of the printer and
remove the duplexer. Press down on the green tab to lower the platen. The printer engine
will turn the drive shafts to try to force the paper through the paper path in the proper
direction. If you see any visible sections of the paper, gently pull the paper towards you to
remove it from the printer. Lift the green tab to place the platen back into its operating
position and reinstall the duplexer.
For more information on paper jams, see the following topics:
HP PageWide Enterprise Color 556, MFP 586, Managed E55650, MFP E58650 - Resolve
paper jams including "Print Zone" jams
HP PageWide 300, 400, 500 series - Resolve paper jams,"Print Zone" jams, and
"0x61000013" error

 Watch a video showing how to remove jammed paper from the print zone on A4
printers.
Clearing Print Zone Paper Jams

Print media and environment

The customer's print media and environment can have a large effect on repetitive paper
jams. Learn how to identify these factors.
The hardest printer to fix is one that’s not broken! Ensure the paper in use meets HP
specifications for the printer.
Before attempting a repair of any HP printer, it is critical to validate that the customer’s
media is within specification. It is more difficult to convince the customer the root cause of
their paper jam is media-related once HP attempts device repair.
NOTE:
Based on HP internal testing using a range of plain papers, HP highly
recommends using papers with the ColorLok logo for this product. For more
information, go to http://www.hp.com/go/printpermanence.

You can also go to www.youtube.com/watch?v=MEh2FRzEtXM to view a short

video about ColorLok technology.
Use the following documentation to help identify paper and environmental issues:
 Printer User Guide, Service Manual, and/or the HP PageWide Enterprise
Color, HP PageWide Managed Color - Media guide (white paper)
 If it appears that the customer’s media doesn’t meet recommended
specifications, refer to the Paper Lab Processes documentation on how to
engage the HP Paper Lab, what they can do, and what / how to collect
samples (c06182605). (This is the North American process, all other regions
consult your regional BPA.)
o HP internal link: NA Commercial Print - Paper Lab Process
o HP external partner link: NA Commercial Print - Paper Lab Process

NOTE:

To access the HP partner link, you must first log in to the HP Partner
First Portal and then connect to WISE.

 Understanding and Communicating Paper Lab Results

  Tests performed in the HP Paper Lab on printed paper samples  (HP internal
only)
 Media/Environment WBT: SABA ID 01078854

Symptoms of problems related to the paper path include:

 paper jams
 multiple pages feeding together
 repetitive errors on the control panel
 print-quality issues

Solve paper feed and pickup issues

There are a variety of paper feed and pickup issues that can be resolved by having the
correct paper loaded correctly in the tray, and having the right software settings.
See the printer User Guide and Service Manual for details on specific paper feed issues.
The following are some high-level troubleshooting steps.
 Make sure the right size and type of paper is loaded in the paper tray and that the
tray guides are set correctly. Make sure the tray is not over-filled.
 Make sure the paper size and type is supported by the printer.
 Verify that the printing environment is within humidity specifications, and that paper
is being stored correctly.
 Make sure the tray rollers and clean and undamaged.
 Make sure the printer driver is set for the size and type of paper in the tray.

Image-quality troubleshooting
Various printer hardware problems can cause image-quality defects.
Image-quality problems are defined as:
 Print-quality (PQ) problems: PQ problems are associated with the print
engine (printer base) of an MFP printer (single function non MFP image-
quality problems are always PQ defects). PQ defects appear on pages that
are printed by the print engine and not feed through an integrated scanner
assembly (ISA).
 Copy-quality (CQ) problems: CQ problems are associated with the
integrated-scanner assembly (ISA) portion of an MFP printer. CQ defects
appear on pages that are copied using the document feeder or flatbed glass.
For detailed information about troubleshooting specific PQ and CQ defects, see the product
Service Manual or the following topics:
 HP LaserJet, HP OfficeJet, HP PageWide - Image Quality Troubleshooting
Guide (IQTG) (c06450141):
o HP internal link: Image Quality Troubleshooting Guide
o HP external partner link: Image Quality Troubleshooting Guide
 HP PageWide Enterprise and P-Series Print Quality Troubleshooting
Guide (c06221120):
NOTE:
To access the HP partner link, you must first log in to the HP Partner First Portal
and then connect to WISE.
For information about supported print media, see the HP PageWide Enterprise Color, HP
PageWide Managed Color - Media guide (white paper).
Check the print cartridges
Learn how to check the print cartridges.
1. Remove each cartridge from the product and verify that there is no debris in
the cartridge path.
2. Examine the metal connector of the cartridge.

CAUTION:

Do not touch the metal connector that is on the edge of the cartridge.
Fingerprints on the metal connector can cause print-quality problems.

NOTE:

If there are scratches or other damage on the metal connector,

replace the ink cartridge.
If a cartridge must be replaced, look on the cartridge or print the
Printer Status Report to find the part numbers for genuine HP
cartridges.

Examine the cartridges

3. If the metal connector does not appear to be damaged, push the cartridge
gently back into its slot until it locks in place. Print a few pages to see if the
problem has resolved.

4. Refilled or remanufactured cartridges

5. HP does not recommend using non-HP supplies, either new or remanufactured.
Because they are not HP products, HP cannot control the design or quality of non-
HP supplies. If you are using a refilled or remanufactured cartridge and are not
satisfied with the print quality, replace the cartridge with a genuine HP cartridge.
6. NOTE:
7. If you replace a non-HP cartridge with a genuine HP cartridge, the printhead still
contains non-HP ink. Until the printhead is depleted of that ink and is supplied with
ink from the newly installed genuine HP cartridge, the print defect might remain.
Depleting the ink might require printing as many as several thousand pages of
normal text.

Verify type of paper in use

Learn how to verify type of paper in use.
The type of paper used can contribute to print-quality problems, such as those listed below:
 The printing is too light or seems faded in areas.
 Specks of ink are on the printed pages.
 Ink is smearing on the printed pages.
 Printed characters seem malformed.
 Printed pages are curled.
Check the type of paper used. Always use a paper type and weight that this printer
supports. In addition, follow these guidelines when selecting paper:
 Use paper that is of good quality and free of cuts, nicks, tears, spots, loose
particles, dust, wrinkles, voids, staples, and curled or bent edges.
 Use paper that has not been previously printed on.
 Use paper that is designed for use in inkjet printers.

NOTE:

Based on HP internal testing using a range of plain papers, HP highly

recommends using papers with the ColorLok logo for this product. For
more information, go to http://www.hp.com/go/printpermanence.

Go to www.youtube.com/watch?v=MEh2FRzEtXM to view a short

video about ColorLok technology.

 Use paper that is not too rough. Using smoother paper generally results in
better print quality.
 Check that the paper type is correctly set for the trays in use and that the
paper type for the trays matches the paper type selected in the driver.

NOTE:

Use the Tray Configuration dashboard menu to verify or change

default paper types for each tray.

Print quality settings

Learn about print quality settings.
1. Open the print dialog box in the software program being used to send the print
job.
2. Select your printer, and then click Properties. The printer properties dialog box
opens.
3. Choose the correct tab to find the settings.
4. Review the following options, and then make changes if necessary.
o Paper size: Make sure that the selected option matches the selected
paper size.
o Paper type: If one of the options matches required paper type
exactly, select that option.
o Print quality: If the print-quality of the print job is unacceptable,
increase the print quality. To print more quickly, decrease the print
quality.
5. Click OK, and then click OK again to start the print job.

Print in grayscale setting

Learn how to print in grayscale.
1. Open the print dialog box in the software program being used to send the
print job.
 2. Select your printer, and then click Properties. The printer properties dialog
box opens.
3. Choose the correct tab to find the color settings either
under Features or Color.
4. Under Color Options, make sure that Print in grayscale is not selected.
5. Click OK, and then click OK again to start the print job.

NOTE:

If these steps resolved the issue, further troubleshooting is not

required. If the issue persists, continue to the next troubleshooting
step.

Printer driver considerations

Use the printer driver that best meets the print job. Use a different printer driver if the
printed page has unexpected lines in graphics, missing text, missing graphics, incorrect
formatting, or substituted fonts. The available print drivers are listed in this section.
HP PCL 6 driver
 This driver is provided as the default driver. This driver is automatically installed
when using the printer CD.
 This driver is recommended for all Windows environments.
 This driver provides the overall best speed, print quality, and product-feature
support for most users, and was developed to align with the Windows Graphic
Device Interface (GDI) for the best speed in Windows environments.
 This driver might not be fully compatible with third-party and custom software
programs that are based on PCL 5.
 Download this driver at http://www.hp.com/go/upd.
HP UPD PS driver
 This driver is recommended for printing with Adobe software programs or with other
highly graphics-intensive software programs
 This driver provides support for printing from postscript emulation needs, or for
postscript flash font support.
 Download this driver at http://www.hp.com/go/upd.
HP UPD PCL5
 This driver is recommended for general office printing in Windows environments.
 This driver is compatible with previous PCL versions and older HP Inkjet printers.
 This driver is the best choice for printing from third-party or custom software
programs.
 This driver is the best choice when operating with mixed environments that require
the product to be set to PCL 5 (UNIX, Linux, main frame).
 This driver is designed for use in corporate Windows environments to provide a
single driver for use with multiple printer models. This driver is preferred when
printing to multiple printer models from a mobile Windows computer.
 Download this driver at http://www.hp.com/go/upd.
HP UPD PCL6
 This driver is recommended for printing in all Windows environments.
 This driver provides the overall best speed, print quality, and product-feature
support for most users, and was developed to align with the Windows Graphic
Device Interface (GDI) for the best speed in Windows environments.
  This driver might not be fully compatible with third-party and custom software
programs that are based on PCL 5.
 Download this driver at www.support.hp.com.

Printhead status (A3 only)

When print-quality problems are detected, check the printhead status. This information is
specific to A3 PageWide printers.

 If non HP ink is in use, the printhead status is: Not Available.

 If the printhead status indicates missing nozzles (poor health), perform a
printhead cleaning procedure.

TIP:

See Advanced Print Quality Pages in the Service mode

functions section of the printer Troubleshooting Manual.

 If the printhead status is OK, print a nozzle health page and check the drop
detect item to verify the gauge reading is correct.

TIP:

See Major functionalities for PQ troubleshooting the

printer Troubleshooting Manual.

If the gauge reading matches the nozzle health page pattern, other issues
might be causing the print quality problem. Do not replace the printhead.

Check the printhead status

Learn how to check the printhead status.

NOTE:
This procedure is for A3 PageWide printers only.

1. From the control panel Home screen, scroll to and select Support Tools.

2. Open the following menus:
o Service

NOTE:

Use the correct printer PIN to access the Service menu.

o Advanced Service
o Status
3. Select Printhead Status, and then check the following:
o Status:
 o OK: This indicates that the printhead is correctly
functioning (no missing nozzles or a few compensated
for missing nozzles).
o Monitor Print Quality: This indicates that the number
of missing nozzles might cause print quality problems
for some print jobs (but not all print jobs). Performing a
nozzle cleaning might solve the problem.
o Attention Needed: This indicates that the printhead
needs to be replaced because the printer cannot
compensate for the number of missing nozzles.

NOTE:

Only replace the printhead if the customer

objects to output print quality.
o Not Available: This indicates that the printer detected
non HP ink in use.

NOTE:

Printhead status might not be reliable if

non HP ink refilled cartridges are installed.
o Last Updated provides information on last update.
o Pages Since Last Update: The number of pages printed since
the last drop detection.
o Printhead Health Score: Contains the following information:
Printhead health score format: I - KKKK - CCCC - PPPPPP -
MMMMM - pppppp - NN.WX.YZ

Printhead health score

KK MMM PPP ppp NN.W

I CCCC
KK MM PPP ppp X.YZ

Print
er
page
NonH Ksc CMYMa PH PH coun LastErr
PInk ore xScore months pages t at or
last
upda
te

o Printhead Service Code provides service code information.

Print the Print Quality Report page

The Print Quality Report prints four bands of color, which allows you to determine if
the problem is due to a particular cartridge..
1. From the Home screen on the printer control panel, scroll to and then the
select Support Tools.

NOTE:

The steps to access the reports will vary by control panel.

2. Navigate to the Print Quality Report, and then select Print.
This page contains four bands of color, which are divided into the groups
as indicated in the figure below. By examining each group, you can
determine if the problem is due to a particular cartridge.
Print quality report

Perform a Printhead Cleaning

Use this procedure to clean the printhead.
NOTE:
Always print a Print Quality report before cleaning the printhead so it can be
compared to the report that prints after the cleaning process is complete.

1. Load paper in the default input source tray.

2. From the Home screen on the printer control panel, scroll to and
select Support Tools.

NOTE:

The steps to access the reports will vary by control panel.

3. Navigate to Clean the Printhead, and then select Start to begin the

cleaning process.

NOTE:

The cleaning process takes about 4 minutes. Make sure clean unused
paper is loaded in the default source tray.

4. Select OK. A print quality report prints. Compare this report to the previously
printed report to confirm that the print quality improved.

TIP:

A printhead deep cleaning item is available in the Service menu.

Perform an Extensive printhead cleaning (service mode)

To use the extensive cleaning feature, use the Clean the Printhead (Extensive) menu
item. This process uses paper. Make sure there is clean unused paper in the default source
tray.
NOTE:
 The Clean the Printhead (Extensive) process takes a considerable amount of
time. After the process completes, the printer requires a 20 minute print quality
recovery period. The process uses a minimal amount of ink.

1. From the Home screen on the printer control panel, scroll to and
select Support Tools.
2. Select Service to display the Sign In screen.
3. Make sure that Service Access Code displays in the Access type area.
4. Enter the service access personal identification number (PIN) for the printer:
5. Select Sign In to enter the Service menu.

NOTE:

The printer might restart to enter the Service menu. This can take

several minutes.

6. Navigate to the Clean the Printhead (Extensive) item, and then

select Start.
Selecting Cancel exits the sub menu without performing a Clean the
Printhead (Extensive) procedure and return to
the Calibration/Cleaning menu.

IMPORTANT:

A minimum 20 minute wait before reevaluating print quality is required

after performing a Clean the Printhead (Extensive) procedure. If a
print quality report automatically prints after the cleaning procedure, it
will probably contain fine streaks across all colors. Wait 20 minutes,
and then print the report again. The streaks should be gone.

NOTE:

This process take about 4 minutes to complete.

Perform a Density Calibration and Die Alignment

This process uses paper. Make sure there is clean unused paper in the default source tray.
Use the following procedure to calibrate color density and align the printhead dies.
1. From the Home screen on the printer control panel, scroll to and
select Support Tools.

NOTE:

The steps to access the reports will vary by control panel.

2. Navigate to Calibrate Print Quality, select Check both Printhead

alignment and Color Density , and then select the Start button.

Print the Print Head Diagnostic Pages

This process uses paper. Make sure there is clean unused paper in the default source tray.
The printhead diagnostic pages are useful to determine the health of the printbar. The
report prints blocks of lines, and each block represents a printhead die, and each line
corresponds to a nozzle. Check whether the line is missing or being misdirected, to
evaluate the health of the printbar.
1. From the Home screen on the printer control panel, scroll to and
select Support Tools.

NOTE:

The steps to access the reports will vary by control panel.

2. Navigate to the Print Head Diagnostic Page (odd) or Print Head

Diagnostic Page (even), and then select Print icon to print nozzle health
page(s).
Print Head Diagnostic Page (odd)

Print a Printhead Assembly Report page (printhead details)

This process uses paper. Make sure there is clean unused paper in the default source tray.
The Printhead Assembly Report is a useful page to find printhead and cartridge
information.
 Generic product information (for example, the printer serial number and
printhead wipe counts)
 Cartridge system information (for example, the printhead total pages and print
zone jams count)
1. From the Home screen on the printer control panel, scroll to and select
the Support Tools.
2. Select Service to display the Sign In screen.
3. Make sure that Service Access Code displays in the Access type area.
4. Enter the service access personal identification number (PIN) for the printer.
5. Select Sign In to enter the Service menu.

NOTE:

The printer might restart to enter the Service menu. This can take

several minutes.

6. Navigate to the Printhead Assembly Report.

NOTE:

The steps to access the reports will vary by control panel.

7. Select the Printer icon located at the bottom left-hand corner of the display

to print the page.
Printhead Assembly Report page

Perform a smear test

A smear test can help resolve ink smear/redeposit issues. This process uses paper. Make
sure there is clean unused paper in the default source tray (usually this is the A3 Tray 2 or
the A4 Tray 3).
NOTE:
This test is only available on A3 PageWide printers.

1. From the Home screen on the printer control panel, scroll to and
select Support Tools.
2. Select Service to display the Sign In screen.
3. Make sure that Service Access Code displays in the Access type area.
4. Enter the correct Service PIN for the printer:
5. Select Sign In to enter the Service menu.

NOTE:

The printer may restart to exit the Service menu. This can take

several minutes.

6. Open the following menus:

o Advance Service
o Calibration/Cleaning
7. Select Smear Test, and then select OK.
8. Check the page that ejects to the output bin for smeared or redeposited ink.

Resolve ink smear/redeposit problems

Ink smear/redeposit problems can appear on duplex or simplex printed pages at any
location on the page, but might not be visible on the Print Quality Report page.
1. Print a Print Quality Report page.

NOTE:

Make sure that genuine HP ink is in use.

o From the Home screen on the printer control panel, scroll to and
select Support Tools.

NOTE:

The steps to access the reports will vary by control panel.

o Navigate to the Print Quality Report, and then select Print to
print the page.
o Examine the page for ink smear/redeposit problems.

NOTE:

Ink smear/redeposit problems might not be visible on the

Print Quality Report page.
o If the Print Quality Report Page shows the smear/redeposit
defect, refer to the Printer specific image defects section later in
this training, or in the product Service Manual.
 If the Print Quality Report page does not show the
smear/redeposit defect, continue with the steps in this section to
resolve the problem.
Ink smear/redeposit

2. Specify the Paper Type setting for the print job source tray.

o At the printer control panel, scroll to and then select Trays.
o Select the specific tray from the image that you want to configure
(number of trays available is dependent on printer configuration).
o Select Type to display a list of available paper types.
o Scroll to and select the desired paper type.
o Select Done to return to the Trays menu, and then
select Home to return to the Home screen.
o Print some additional pages and make sure that the
smear/redeposit problem is resolved. If the problem is resolved,
skip the remaining steps in this procedure.
3. Try using a different brand of paper.
Print some additional pages and make sure that the smear/redeposit
problem is resolved. If the problem is resolved, skip the remaining steps in
this procedure.
4. Make sure that the correct paper type is in use, and that the paper type
selection in the print driver is correct. Try changing the dry time and ink
saturation settings in the Ink Settings item (in the print driver).

NOTE:

Depending on the print driver in use, the Ink Settings item is found in

either (or both) of the following print driver tabs:
Print driver tabs
o Color tab
Select the Color tab, and then deselect HP Easy Color.
o Advanced tab
Locate the Ink Settings box.

Ink Settings
o Check the Ink Settings item.
o Select from the following settings:
o Dry Time: Use this item to change the print speed
(default setting is 0). Select Medium or Minimum to
reduce ink smears.
o Saturation: Use this item to change the amount of ink
used (default setting is 0). Select -1 or -2 to reduce ink
smears.

NOTE:

To use the Advance tab method, do the

following:
 a. Select the Advance tab in the print
driver settings.
b. Select the Ink Settings item.

5. Check for airflow assembly errors. Do the following:

o From the Home screen on the printer control panel, navigate to
the Event Log.
o Check the event log for 61.DX.YZ error entries (airflow system
errors).
If 61.DX.YZ errors are found, see the printer control panel message
document (CPMD) for solutions to the problem.

NOTE:

The message Airflow Assembly for the printer is not functioning

properly. Printing will slow down until it is repaired might appear
on the control-panel display when air flow assembly problems are
present.

If an airflow assembly problem is fixed, print some additional pages and

make sure that the smear/redeposit problem is resolved. If the problem is
resolved, skip the remaining steps in this procedure.
6. Remove, and then reinstall the service fluid container.
7. Obtain a cleaning pad kit, and then follow the instructions supplied in the kit.
If the problem is resolved, skip the remaining steps in this procedure.
8. Try using a lower print quality setting.
o From the Home screen on the printer control panel, scroll to and
select Settings.
o Open the following items:
o Copy/Print
o Default Print Options
o Quality Level
o Select a Quality Level to change the default output quality level
for print jobs.
o Print some additional pages and make sure that the
smear/redeposit problem is resolved.

Image-quality defects (printer specific)

Learn about image-quality defects (printer specific).
IMPORTANT:
The printer specific image defects described in this section include diagnostic
troubleshooting steps to resolve print quality problems. If these steps do not solve
the problem, use the following guidelines if escalating the problem:
 Print a page that shows the customer print quality problem.
 If a page prints while performing diagnostic steps, number each page
as it prints to make sure that the page order is documented.
Recording the page order helps diagnose the print quality defect.
 Scan all of the printed diagnostic pages (use a 600 dpi scanner or scan
at the highest possible resolution).
  Use the following menus to gather printer debug information: Support
Tools > Troubleshooting > Generate Debug Data, Select
the Start button. Wait for the debug data to generate, and then
select Retrieve Diagnostic Data and select the Start button
 Email the scanned images and debug files to the appropriate HP
contact person.

Quick reference image-quality troubleshooting (printer specific)

The table below lists the printer specific image quality defects and the troubleshooting
steps to try that might resolve the problem. If the procedures are familiar, use this table to
quickly identify and perform the diagnostic troubleshooting procedures for an associated
print quality defect.
If the troubleshooting steps listed for the defect do not result in improved and acceptable
print quality, refer to the following documents:
 HP LaserJet, HP OfficeJet, HP PageWide - Image Quality Troubleshooting
Guide (IQTG) (c06450141):
o HP internal link: Image Quality Troubleshooting Guide
o HP external partner link: Image Quality Troubleshooting Guide

NOTE:

To access the HP partner link, you must first log in to the HP

Partner First Portal and then connect to WISE.

 HP PageWide Enterprise and P-Series Print Quality Troubleshooting

Guide (c06221120):
How to use this table
Click on the links in the table below to see examples of the individual image defects.
Follow the steps in the order shown in the table for each specific defect. For example:
When troubleshooting a Vertical Bands defect, first print a Print Quality Report, then
perform a Printhead Cleaning. If the defect remains, perform a Printhead Cleaning
(Extensive; service mode).
NOTE:
For all print quality defects, make sure that genuine HP ink is in use for the
printer.

Quick reference image-quality troubleshooting (printer specific)

Perform a
Print a
Perform a printhead Perform a
Print
Image defect printhead cleaning density die
Quality
cleaning1 (Extensive; alignment
Report
service mode)2

Vertical bands 1 2
 White streaks across
1 2 3
one or all colors

Streaks improve
1 2
down the page

Streaks across the

entire page—single
or multiple colors 1 2 3
consistent down the
page

Color mixing 1 2

Color variation
1 2 4 3
across the bar

Color intensity
1 2 3
variation across bar

Bars not even,

columns of
13 2
misaligned print, or
vertical dark lines

Streaks in yellow 1 24

In-line streak(s) and

1 2 3
drip(s)

Large sections of
wrong color or 1 2
missing color

Vertical white lines

1 2
(in black)

Ink smear / redeposit 1 2

Notes:
1. Do not perform the printhead cleaning process more than four times.
 2. Wait 20 minutes after an extensive printhead cleaning before reevaluating
print quality.
3. Before cleaning the printhead, try running the Perform Drop
Detect procedure from the Service menu.
4. Before running the printhead cleaning (Extensive; service mode), print a
Streak (Yellow) Test page from the Advanced Print Quality Pages menu.
Check to see if the page shows fine clustered together bluish lines in the
green blocks or pinkish lines in the orange blocks.

5. Vertical bands
6. This defect can be caused by using non HP genuine cartridges (or HP cartridges
that have been refilled with non HP ink) and is not covered by the HP warranty.
7. Vertical bands

8.
9. Mainly appears in the black color plane, but can appear across all color planes.

10. White streaks across one or all colors

11. This defect might be accompanied with streaking on the paper.
12. White streaks across one or all colors

13.
14. If, after performing the troubleshooting steps in the table above, the streak appears
in the magenta color plane only, perform a Clean the Printhead procedure. Do not
perform the printhead cleaning process more than four times. Print a print quality
report page. If the print quality does not improve, replace the printhead assembly.

White streaks across one or all colors

This defect might be accompanied with streaking on the paper.
White streaks across one or all colors

If, after performing the troubleshooting steps in the table above, the streak appears in the
magenta color plane only, perform a Clean the Printhead procedure. Do not perform the
printhead cleaning process more than four times. Print a print quality report page. If the
print quality does not improve, replace the printhead assembly.

Streaks improve down the page

Streaking is more pronounced in cyan, magenta, or yellow (black is minimally impacted).
Streaks improve down the page

If, after performing the troubleshooting steps in the table above, the print quality report
page still has consistent streaks throughout the page, go to the image defects section of
the printer Troubleshooting manual to solve the problem.
If the streak appears in the magenta color plane only, perform a Clean the Printhead
procedure. Do not perform the printhead cleaning process more than four times. Print a
print quality report page. If the print quality does not improve, replace the printhead
assembly.
If the print quality report page does not show improved print quality, ask the customer if the
defect is always present and then remove a power strip if one is being used. Plug the
printer directly into a wall receptacle that supplies the correct line voltage for this printer.

Streaks across the entire page – single or multiple colors consistent down

the page
Streaks appear across the entire page in single or multiple color planes and they are
consistent down the page.
Streaks across the entire page

Color mixing
Color mixing might be localized (not the entire die) or appear across an entire die.
Color mixing

1. If, after cleaning the printhead, the print quality report page shows ink mixing
with clusters of missing print, go to the image defects section of the printer
Troubleshooting manual to solve the problem.
2. If the print quality report page shows localized ink mixing (not across an
entire die) or ink mixing across an entire die, try the following (steps may
vary slightly depending on firmware version):
Print one copy of a single color page
o From the Home screen on the printer control panel, scroll to and
select the Support Tools. Navigate to Advanced Print Quality
Pages
o Select the single color page item to print the page. For
example, Single Color Yellow, and then select Print.
o Identify the page with a color mixing error, and then repeat
printing that page 20 times.
o Do one of the following:
o If the color mixing error improves after printing the page
20 times but is still present, replace the printhead
assembly.
o If the color mixing error is no longer present, perform
one more printhead cleaning procedure for optimum
print quality.

NOTE:

If the color mixing error returns, find out if the

printer has recently been moved, and then
 perform the print one copy of a single color page
procedure again.

Color variation across bar

This defect appears as light and dark regions within a die for cyan and/or magenta.
Color variation across bar

If the defect persists, after performing the troubleshooting steps in the table above, try
using a different brand of paper.

Color intensity variation across bars

When this defect is seen, the intensity of the color bars varies on the page.
Color intensity variation across bars

Bars not even, columns of misaligned print, or vertical dark lines

This defect appears as large areas of uneven bars, misaligned columns, or vertical dark
lines on the page.
Bars not even, columns of misaligned print, or vertical dark lines

NOTE:
The vertical dark lines (circled in the figure above) are normal on some internal
advanced print quality pages. However, they should not appear on the Print
Quality Report page.

Streaks in yellow
Streaks in the yellow color plane make grays appear purple, oranges appear pink, and
greens appear blueish.
Streaks in yellow

After performing the steps in the table above, turn the printer power off, and then wait at
least 30 minutes before turning the power on again.
Print another Yellow Streaks Test Page and compare to the original printed earlier. If the
page shows a different defect, go to the image defects section of the printer
Troubleshooting manual to solve the problem. If the page still shows the yellow streaks
defect, perform a Yellow Streaks Recovery procedure (see below).
1. From the Service menu, select Advanced Service, and then navigate
to Calibration/Cleaning, Yellow Streaks Recovery.
2. When Yellow Streaks Recovery appears on the control panel display,
select the Start button.
Print another Yellow Streaks test page. if the page does not show improvement in the
defect (or it shows a different defect), go to the image defect section of the printer
Troubleshooting manuals to solve the problem. If the Yellow Streaks test page has no
defect, perform one more printhead cleaning procedure for optimum print quality and to
check nozzle performance.

In-line streak(s) and drip(s)

This defect might be accompanied with streaking on the paper.
In-line streak(s) and drip(s)

If the defect persists after performing the steps shown in the table above, use an Advanced
Cleaning Kit to clean the printhead. Follow the instruction that come with the kit.

Large sections of wrong or missing color

Colors might be present at the top of the page, but go missing by the bottom of the page.
Large sections of wrong or missing color

If, after performing the steps shown in the table above, the print quality report page shows
a single color missing for an entire die, die pair, or the entire bar, replace the printhead
assembly.

Vertical white lines

This defect may appear when the printer is first installed.
Vertical white lines

If, after performing the steps shown in the table above, the print quality report page shows
streaks in the black color bar but the streaks are in different locations than they were on the
first report page, try the following:
If this is the first day of printer use (less than 100 pages printed), print the Print Head
Assembly Report from the Advanced Service menu.
On the Printhead Assembly Report, find the ambient temperature value.
  If the ambient temperature is less than 18.0° C (64.4° F): Let the printer sit
idle for 24 hours. Print quality will recover.
 If the ambient temperature is greater than 18.0° C (64.4° F): Let the printer sit
idle for 30 minutes. Make sure that the environment where the printer is
installed is above 15° C (59° F). Print quality will recover.

Ink smear / redeposit

This defect appears as smeared ink. It can appear on simplex and/or duplex print jobs, but
it might not be visible on the Print Quality Report page.
Ink smear / redeposit
If the defect persists after performing the steps shown in the table above, make sure that
the correct paper type is being used, and that the correct printer driver is selected.
Check the event log for airflow assembly errors such as 61.Dx.yz.
NOTE:
A The Airflow Assembly for the printer is not functioning properly. Printing
will slow down until it is repaired. message might also appear on the control-
panel display.
If the defect persists after resolving any airflow problems, try the following:
 Print five to ten blank pages.
 Remove, and then reinstall the service fluid container.
 Use an Advanced Cleaning Kit to clean the printhead. Follow the instruction
that come with the kit.
 Try using a different brand of paper.

Copy-quality troubleshooting
Copy-quality (CQ) problems are associated with the integrated-scanner assembly (ISA)
portion of an MFP printer.
NOTE:

CQ defects appear on pages that are copied using the document feeder or flatbed glass.
Identify the location and type of the CQ problem
Resolving CQ problems involves isolating the defect to the document feeder or flatbed
glass. Comparing printed output between the document feeder and the flatbed glass might
determine the ISA location that is causing the CQ defect.
NOTE:

If a CQ defect appears on printed output from both the document feeder and the flatbed
glass, carefully inspect the original source for a print-quality (PQ) problem.
Document feeder isolation test
1. Mark a demonstration page in a way that clearly identifies it as the source
document used in these isolation procedures.
2. Place the source demonstration page in the document feeder, and then make a
copy.
3. Mark the copied demonstration output page to clearly identify it as output from
the document feeder.
4. Compare the original and copied pages. Defects appearing on the copied page
are caused by a problem in the document feeder.
Flatbed isolation test
1. Mark a demonstration page in a way that clearly identifies it as the source
document used in this isolation procedure.
2. Place the source demonstration page on the flatbed glass, and then make a
copy.
3. Mark the copied demonstration output page to clearly identify it as output from
the flatbed.
4. Compare the original and copied pages. Defects appearing on the copied page
are caused by a problem in the flatbed.

Check the scanner glass for dirt and smudges

Learn about solving copy-quality debris problems.
Over time, specks of debris might collect on the scanner glass and document feeder white
plastic backing, which might cause print defects. Use the following procedure to clean the
scanner if the printed pages have streaks, unwanted lines, black dots, poor print quality, or
unclear text.
1. Press the power button to turn the printer off, and then disconnect the power
cable from the electrical outlet.

2. Open the scanner lid.

3. Clean the scanner glass (callout 1) and the document feeder strips (callout
2, callout 3) with a soft cloth or sponge that has been moistened with
nonabrasive glass cleaner.

CAUTION:
 Do not use abrasives, acetone, benzene, ammonia, ethyl alcohol, or
carbon tetrachloride on any part of the printer; these can damage the
printer. Do not place liquids directly on the glass or platen. They might
seep and damage the printer.

NOTE:

If you are having trouble with streaks on copies when you are using
the document feeder, be sure to clean the small strips of glass on the
left side of the scanner (callout 2, callout 3).

4. Dry the glass and white plastic parts with a chamois or a cellulose sponge to
prevent spotting.
5. Connect the power cable to an outlet, and then press the power button to
turn the printer on.

 For more information about cleaning the scanner, view the following video: Lines or
Streaks When Copying

Vertical lines, bands, or streaks

Learn about vertical lines, bands, or streaks copy-quality problems.
Vertical lines or streaks appear on copies and/or scans in the same direction that the paper
feeds when copying and/or scanning from the document feeder. Lines or streaks might be
visible on the front and/or the back side of the page. Copies and/or scans from the flatbed
glass look normal. Printouts also look normal.
The line or streak might be black or in color, and can also be present on fax or digital send
output (for example, when using Scan to folder or Scan to email features.
NOTE:

HP has determined that 99% of all lines and streaks on copies made by feeding the
original documents through the document feeder are caused by debris on the document
feeder glass strip. Even small specks can cause the light reflected off the original to be
distorted, resulting in a line, streak, or smudge on copies or scans made from the
document feeder.
Even if the document feeder glass strip and/or flatbed glass has been wiped clean, the
defect might persist. Persistent vertical lines, bands, or streaks when copying from the
document feeder might mean that the debris causing the print quality are not readily visible
and cannot be removed with a quick cleaning.
Use the procedures below to resolve persistent lines, bands, or streak copy-quality (CQ)
problems.

Locate debris and thoroughly clean the document feeder glass

1. Place a blank sheet of paper in the document feeder and mark an X in the
lower right corner as shown.
Load the document feeder
 2. Press the Start button to make a copy of the blank page.
3. Place the copied paper face-up on the flatbed glass with the X located as
shown.

NOTE:

Make sure the upper left corner of the copy is aligned with the upper left
corner of the flatbed glass.
Place the copy on the flatbed

4. Follow the line or streak on the paper to the area on the document feeder glass
that is causing the CQ problem.
Identify the CQ defect location

5. Use a fingernail to loosen any stubborn debris.

WARNING:

Use only a fingernail. Other objects can scratch the document feeder glass.
Clean this specific area again (with a lint-free cloth dampened with water), and
then dry the glass with a soft, lint-free cloth.
Clean the glass

6. Make another copy or scan to determine if the defect is gone.

Clean the duplexer scanner glass (model specific)

NOTE:

Not all MFP printers use a background selector for duplex printing.
If a Side 2 Background Selector cannot be located for the printer (it might not include one)
skip this procedure.
1. Release the latch and open the document feeder jam-access door.
Open the jam-access door

2. Unlock the Side 2 Background Selector by pressing and holding both green
tabs inward towards each other.
Release the Side 2 Background Selector
 3. While holding the green tabs, pull out and remove the Side 2 Background
Selector.
Remove the Side 2 Background Selector

4. Rotate the top to reveal the white and black backside reflector (circled in blue).

NOTE:

If the white and black areas do not come clean, try again using isopropyl
alcohol, and then wipe the surface thoroughly with a damp cloth to remove any
residual alcohol. Dry the area with a soft, dry cloth to prevent spotting.
Locate the backside reflector

5. With the background selector removed from the document feeder, clean the
inside of the scan module.
6. In the back area from where the background selector was removed, locate the
Side 2 Scan Module glass found under the top area.

NOTE:

The glass surface of the Side 2 Scan module sits horizontally flat and might
not be easily viewable.
7. Use a soft, lint-free cloth moistened with water and apply pressure upwards
behind the rollers to clean the Side 2 Scan Module Glass, making sure to that
the entire width of the glass is cleaned from left to right.

NOTE:

If needed, lens cleaner or non-abrasive glass cleaner can be applied to the

cloth before cleaning the glass. Spray only onto the cloth and not directly onto
the glass or device. Do not spray water or glass cleaner on the glass as it can
seep under it and possibly damage the printer. Do not use abrasives, acetone,
benzene, ethyl alcohol, or carbon tetrachloride on the glass; these can
damage it and/or leave residue on the glass resulting in degraded copy/scan
quality.
8. Reverse the removal steps to reinstall the Side 2 Background Selector.
9. Make another copy or scan to determine if the defect is gone.

Modify printer settings to improve scan or copy quality

Optimizing printer settings can potentially improve scan or copy quality.
The following are some of the firmware menu settings that can be used to improve copy
and scan quality. For more detailed information, see the printer User Guide or Service
Manual.
  Image adjustment settings include Background
Cleanup, Darkness, Sharpness and Contrast. These settings can be used to
improve the quality of a scanned image.
 The Optimize Text/Picture settings can be used to optimize the output for a
particular type of content. You can optimize the output for text, printed pictures,
or a mixture.
 The Color/Black settings can be used to enable or disable color scanning. These
settings include Automatically detect color or black, Color, Black,
and Black/Gray.

Light or faint copies (color models)

Learn how to resolve light or faint copy-quality problems.
Are you attempting to copy or scan highlighted text?
NOTE:

When digitally sending or copying highlighted images or text objects, the image might
appear lighter than expected or does not show up at all with certain brands/types of
highlighter pens.
Highlighters come in bright, often fluorescent colors. Fluorescent highlighter inks tend to
reflect more light than that which is absorbed by the paper source. This reflection might
cause the image to not show up as well as non-fluorescent colors depending upon the
scanner/MFP being used.
There are different color and ink properties depending upon the brand of highlighters used.
Due to these differences, scanning of the images might vary greatly from not being seen at
all to changing colors (for example, orange highlighter might appear brown in the copy or
scan or yellow highlighter might appear green).

Does the printer have the latest firmware version installed?

A Firmware enhancement has been introduced for certain LaserJets to help with the
reproduction of highlighted images.
NOTE:

Some Multifunction Printers (MFPs) using FutureSmart firmware v3.5.3 or later have
improved color reproduction of fluorescent highlighters when scanning or copying.
Check to see if the printer has the latest firmware.
For more information, go to HP Enterprise, HP Managed - Update the printer firmware
Enable Firmware Enhancement
1. From the Home screen, select the desired scanning application (for
example, Copy, E-Mail, Save to Network Folder).
2. Select More Options > Optimize Text/Picture > Text button (not slider). This
enables the improved color reproduction of fluorescent highlighters.

TIP:

Administrators can set Text as the default setting on the device.

Solve performance problems

Review the following information and procedures to solve performance problems.
NOTE:
 Tray 1 and Tray 2 are optimal for paper pickup when using special paper or
media other than 75-80gsm (20lb) plain paper. For Tray 1 and Tray 2 the printer
increases the number of attempts to pick up a page, which increases the reliability
of successfully picking the page from the tray and decreases the possibility of a
mis-pick jam.
HP recommends using Tray 1 or Tray 2 if the printer is experiencing excessive or
reoccurring jams from trays other than Tray 1 and Tray 2, or for print jobs that
require media other than 75-80gsm (20lb) plain paper.

Factors affecting print performance

Print performance problems can include pages printing blank or print jobs printing very
slowly.
There are a variety of possible reasons for poor print performance, including the following.
See the printer Service Manual for more complete troubleshooting steps.
 If pages are blank, the first thing to confirm is whether the print job contains blank
pages. You should also check to make sure supported paper is being used and
that toner or ink cartridges are functioning correctly. Once these causes have
been ruled out, you can proceed to troubleshooting the printer hardware itself.
 If pages are printing slowly, check to see whether heavy paper is being used or if
the print job is very complex.
 If pages do not print at all, check to make sure the paper is feeding correctly and
not jamming. After that, move on to troubleshooting the USB, wireless, or
network connection with the printer.

Print speeds
Print speed is the number of pages that print in one minute. Print speed depends on
different engine-process speeds or operational pauses between printed pages during
normal printer operation. Factors that determine the print speed of the printer include the
following:
 Page formatting time
The printer must pause for each page to be formatted before it prints. Complex
pages take more time to format, resulting in reduced print speed. However, most
jobs print at full engine speed.
 Media size
Legal-size media reduces print speed because it is longer than the standard
Letter- or A4–size media. A reduce print speed is used when printing on narrow
media to prevent the edges of the fuser from overheating.
 Media mode
Some media types require a reduced print speed to achieve maximum print
quality on that media. For example, glossy, heavy, and specialty media (for
example, envelopes or photos) require a reduced print speed. To maximize the
print speed for special media types, make sure that the correct media type in the
print driver is selected.
 Printer temperature
To prevent printer damage, print speed is reduced if the printer reaches a
specific internal temperature (thermal slow down). The starting temperature of
the printer, ambient environment temperature, and the print job size effect the
number of pages that can be printed before the printer reduces the print speed.
Thermal slow down reduces print speed by printing four pages and then pausing
for an amount of time before printing continues.
 Other print speed reduction factors
 Other factors (especially during large print jobs) that can cause reduced print
speeds include:
o Density control sequence; occurs every 150 pages and takes about
120 seconds

The printer does not print

If the printer does not print at all, try the following solutions.
1. Make sure the printer is turned on and that the control panel indicates it is
ready.
o If the control panel does not indicate the printer is ready, turn the
printer off and then on again.
o If the control panel indicates the printer is ready, try sending the job
again.
2. If the control panel indicates the printer has an error, resolve the error and then
try sending the job again.
3. Make sure the cables are all connected correctly. If the printer is connected to a
network, check the following items:
o Check the bottom LED next to the network connection on the printer.
If the network is active, the light is green.
o Make sure that a network cable and not a phone cord is used to
connect to the network.
o Make sure the network router, hub, or switch is turned on and that it
is working correctly.
4. Install the HP software for the printer. Using generic printer drivers can cause
delays clearing jobs from the print queue.
5. From the list of printers on your computer, right-click the name of this product,
click Properties, and open the Ports tab.
o If a network cable is used to connect to the network, make sure the
printer name listed on the Ports tab matches the one on the printer
configuration page.
o If a USB cable is used, and the printer is connected to a wireless
network, make sure the box is checked next to Virtual printer port
for USB.
6. If a personal firewall system on the computer is used, it might be blocking
communication with the printer. Try temporarily disabling the firewall to see if it
is the source of the problem.
7. If the host computer or the printer is connected to a wireless network, low signal
quality or interference might be delaying print jobs.

The printer prints slowly

If the printer prints, but it seems slow, try the following solutions.
1. Make sure the computer meets the minimum specifications for this printer. For
a list of specifications, see the printer User Guide.
2. When the printer is configured to print on some paper types, such as heavy
paper, the printer prints more slowly so it can correctly fuse the toner to the
paper. If the paper type setting is not correct for the type of paper you are
using, change the setting to the correct paper type.
3. If the host computer or the printer is connected to a wireless network, low signal
quality or interference might be delaying print jobs.
4. Upgrade the firmware. FutureSmart has made many improvements to improve
printer speeds.
Solve USB connection problems
Carry out the following steps to troubleshoot a USB connection problem between the
printer and the computer.
NOTE:
In order to comply with Energy Star and Blue Angle requirements, Enterprise
printers are shipped with the USB port disabled. The USB port must be enabled
from the control panel menu before it can be used.

 Verify that the cable is connected to the computer and to the product.
 Verify that the cable is not longer than 2 m (6.65 ft). Try using a shorter cable.
 Verify that the cable is working correctly by connecting it to another product.
Replace the cable if necessary.

Poor physical connection

Use the following procedure when the printer has a poor physical connection.
1. Verify that the printer is attached to the correct network port using a cable of the
correct length.
2. Verify that cable connections are secure.
3. Look at the network port connection on the back of the printer, and verify that
the amber activity light and the green link-status light are lit.
4. If the problem continues, try a different cable or port on the hub.

The computer is using the incorrect IP address for the printer

Use the following procedure when the computer is using the incorrect IP address for the
printer.
1. Open the printer properties and click the Ports tab. Verify that the current IP
address for the printer is selected. The printer IP address is listed on the printer
configuration page.
2. If you installed the printer using the HP standard TCP/IP port, select the box
labeled Always print to this printer, even if its IP address changes.
3. If you installed the printer using a Microsoft standard TCP/IP port, use the
hostname instead of the IP address.
4. If the IP address is correct, delete the printer and then add it again.

The computer is unable to communicate with the printer

Use the following procedure when the computer is unable to communicate with the printer.
1. Test network communication by pinging the network.
a. Open a command-line prompt on your computer.
a. For Windows, click Start, click Run, type cmd, and then
press Enter.
b. For macOS, go to Applications, then Utilities, and
open Terminal.
b. Type ping followed by the IP address for your printer.
c. If the window displays round-trip times, the network is working.
2. If the ping command failed, verify that the network hubs are on, and then verify
that the network settings, the printer, and the computer are all configured for
the same network.

Additional wired network issues

The following are a few other wired network connectivity issues that may be encountered.
The printer is using incorrect link and duplex settings for the network
HP recommends leaving these settings in automatic mode (the default setting). If you
change these settings, you must also change them for your network.
New software programs might be causing compatibility problems
Verify that any new software programs are correctly installed and that they use the correct
print driver.
The computer or workstation might be set up incorrectly
1. Check the network drivers, print drivers, and the network redirection settings.
2. Verify that the operating system is configured correctly.
The printer is disabled, or other network settings are incorrect
1. Review the configuration page to check the status of the network protocol.
Enable it if necessary.
2. Reconfigure the network settings if necessary.