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HP LaserJet 5000n ON, 7-2 Troubleshooting, Table 7-1.Major Steps for Troubleshooting

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Troubleshooting Process

The troubleshooting process is a systematic approach that addresses the major problems first, then other problems as you identify the causes for printer malfunctions and errors. The Troubleshooting Process Flow on page 7-4 illustrates the major steps for troubleshooting the printing system. Each heading depicts a major troubleshooting step. A YES answer to the questions allows you to proceed to the next major step.

A NO answer indicates that additional testing is needed. Proceed to the referenced location and follow the directions for that area. After completing the additional testing, proceed to the next major step.

The following list describes the basic questions for the customer and the corresponding troubleshooting step to help you quickly define the problem(s).

Table 7-1. Major Steps for Troubleshooting

Power On	Does the printer perform the initialization and power-on steps?
(page 7-7)
	This section gives the procedures for correcting power supply
	problems.
Display	Does the Control Panel indicate READY, OFFLINE, or POWERSAVE
(page 7-11)	ON?
	This section gives the procedures for clearing Control Panel error
	messages and displaying and correcting Event Log codes.
Event Log	Are there recurring problems in the Event Log?
(page 7-12)
	This section gives information about printing the Event Log and
	evaluating the error history.
General Paper Path	Is there a paper jam in the printer?
Troubleshooting
(page 7-40)	This section gives information about solving problems in the
	paper path.
Information Pages	Will the printer print information pages successfully?
(page 7-43)
	This section gives the procedures for printing the information
	pages and evaluating and correcting the printer’s configuration.

7-2Troubleshooting

EN

Contents

Page Page Page Contents 3 Printer Operation 4 Printer Maintenance 5 Functional Information Printing from the Optional 500-sheetand 6 Removing and Replacing Parts 7 Troubleshooting 8 Parts and Diagrams Index Page 1 Printer Description Table 1-1.Printer Features 1-2 Printer Description Table 1-1.Printer Features (continued) Table 1-2.Comparison of HP LaserJet 5000 Series Printers HP LaserJet 5000 N 5000 GN Ethernet 10-T Page Table 1-3.Electrical Specifications Volts Frequency Amps Watts (typical) Figure 1-2 Printer Dimensions, HP LaserJet Figure 1-3 Printer Dimensions, HP LaserJet 5000 N/5000 GN 1-8 Printer Description Printer Weight (without toner cartridge) Environmental Requirements Table 1-4.Printer and Toner Cartridge Environmental Conditions Item Operating Storage Table 1-6.Paper Specifications, Tray Supported Dimensions1 Capacity2 Paper Table 1-7.Paper Specifications, Tray 2 or Optional 250-sheetTray 1-12 Printer Description Table 1-8.Paper Specifications, Optional 500-sheetTray 3.To print rotated paper see the User’s Guide 4.To print custom-sizepaper see the User’s Guide Table 1-9.Paper Specifications, Optional Duplex Printing Accessory (Duplexer) Some paper causes print quality problems, jamming, or damage to the printer For more specific information, see “Image Defects” on page Table 1-10.Guidelines for Using Paper Symptom Problem with Paper Note Paper Weight Equivalence Table Table 1-11.Paper Weight Equivalence CAUTION Label Construction Adhesives: Arrangement: Curl: Envelope Construction Weight: Construction: Sizes in Tray 1: Envelopes with Double-Side-Seams Envelopes with Adhesive Strips or Flaps Envelope Margins Table 1-12.Envelope Margins Type of Address Top Margin Card Stock Construction Smoothness: Sizes: Card Stock Guidelines WARNING Page Klass 1 Laser Apparat Varoitus Varning Varo Page Protecting the Environment The printer design eliminates: This HP LaserJet printer design reduces: 2 Service Approach Page Page Table 2-1lists part numbers to order documentation Table 2-1.Helpful Documentation Description or Use Part Number 2-4 Service Approach HP AUDIO-TIPS HP FIRST HP FIRST, U.S HP FIRST, Europe HP CompuServe Forum North American Response Center (NARC) Other Areas Refilled Toner Cartridges Recycling Toner Cartridges Page Page 3 Printer Operation The printer’s Control Panel consists of the following: READY 2-line Ready Data Attention Table 3-2.Control Panel Keys Key Function such as TRAY x LOAD [TYPE] [SIZE] or UNEXPECTED PAPER SIZE Table 3-3.Settings and Defaults Setting or Default Explanation Setting the Display Language To change a Control Panel setting: To print a Control Panel menu map: Table 3-4.Information Menu ItemExplanation PRINT MENU MAP PRINT CONFIGURATION TRAY 1 SIZE Table 3-5.Paper Handling Menu ValuesExplanation TRAY 1 MODE FIRST TRAY 1 SIZE LETTER CASSETTE TRAY 1 MODE= CASSETTE TRAY 1 TYPE OFF ItemValues CONFIGURE FUSER MODE NO MENU=NOYES [TYPE]=NORMAL NORMALLOW HIGH Table 3-6.Print Quality Menu RESOLUTION FASTRES 3-10 Printer Operation Table 3-6.Print Quality Menu (continued) RET=MEDIUM LIGHT DARK ECONOMODE=OFF TONER DENSITY=3 CREATE CLEANING PAGE 3-12 Printer Operation Table 3-7.Printing Menu COPIES=1 1 to PAPER ENVELOPE Table 3-7.Printing Menu (continued) INCHES MILLIMETERS CONFIGURE CUSTOM PAPER=YES PCL FONT INTERNAL SOURCE=INTERNAL SOFT SLOT 1, 2, or PRINT PS ERRORS=OFF YES Table 3-8.Configuration Menu POWERSAVE 30 MINUTES HOUR HOURS Table 3-8.Configuration Menu (continued) RESOURCE SAVE see this message.) AUTO 0K and up RESOURCE SAVE=ON PAGE PROTECT This item appears only after a 21 PAGE message displays Memory Enhancement technology (MEt) AUTO CONTINUE AUTO CONTINUE TONERCONTINUE LOW=CONTINUE STOP TONER LOW CONTINUE MOPIER STANDARD MODE=STANDARD ENHANCED RAM DISK=OFF RAM DISK SIZE=xxxK the amount of installed memory.) JAM RECOVERY MAINTENANCE MESSAGE=OFF PRINTER MAINTENANCE message SMALL PAPER SPEED=NORMAL I/O BUFFER SIZE Table 3-9.I/O Menu I/O TIMEOUT=15 I/O BUFFER=AUTO 3-24 Printer Operation Table 3-9.I/O Menu (continued) I/O BUFFER SIZE 10K 100K PARALLEL HIGH SERIAL ROBUST SERIAL XON=ON PACING=XON/XOFF SERIAL BAUD Table 3-10.EIO Menu CFG NETWORK=NO NOVELL=ON DLC/LLC=ON TCP/IP=ON Table 3-10.EIO Menu (continued) CFG TCP/IP=NO BOOTP=YES BOOTP=NO CFG ETALK=NO ●You want to restore the printer’s default settings ●Communication between the printer and computer has been interrupted Table 3-11.Resets Menu RESET MEMORY I/O input buffer, and makes the Control Panel To enter Service Mode: Page Page Count Table 3-12.Changing the Page Count Key Press Display [Menu+] SERVICE MENU Maintenance Page Count Serial Number Engine Test Cold Reset To perform a cold reset: Clearing NVRAM Page Page HIGH SPEED PARALLEL I/O Advanced Functions Serial Protocol BAUD Rate BAUD RATE Pacing (Handshaking) 4 Printer Maintenance Page Table 4-1.Cleaning the Printer Component Cleaning Method / Notes Using the Printer Cleaning Page Table 4-2.Life of Components Part name Part No Quantity Expected Life Table 4-2.Life of Components (continued) 4-6 Printer Maintenance 5 Functional Information Page Page Page Page Page Page Page Page Page Page Page Page Parallel Interface Expanded I/O Flash Disk Local Talk I/O Read Only Memory (ROM) Non-VolatileMemory (NVRAM) Disk Accessory Page Page Page Page Photosensitive Layer Aluminum Base Cleaning the Drum Conditioning the Drum Primary charging roller AC bias Drum Page Page Page Page Variable Fusing Temperature Page Page Page Page Page Page Page Page Page Reversing/Refeed System Page Reversing System Page Uncurling Function Pause Mode Figure 5-25 Pause Mode Dance Mode Figure 5-26 Dance Mode Table 5-1.Printer Timing Period Timing Purpose Remark 5-46 Functional Information Page Page 6 Removing and Replacing Parts Page Page If an optional duplexer is installed: READY Page Hint Do not over-tighten Phillips Posidriv Figure 6-2 Phillips vs. Posidriv Screwdrivers Table 6-1.Screws Used in the Printer Drawing and Description Table 6-1.Screws Used in the Printer (continued) Page Page Page Page Page Page Back Side of Top Cover 6-16 Removing and Replacing Parts Page Page Page Page Page Page Page Page Page Page Internal Assemblies Page Page Page Page Top Margin Adjustment Page Page Page Page Page Page Page Page Page Page Page Page Page Page Figure 6-37 DC Controller Assembly (rear view of printer) Page Page Page Paper Feed Belt Assembly (removed) To prevent damage to the high voltage contacts, the Feed Belt Assembly MUST be reinstalled prior to the installation of the DC Controller Page Page Page Reassembly Steps: Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Feed Roller Removal D-RollerRemoval Page Page Page Page 7 Troubleshooting Table 7-1.Major Steps for Troubleshooting ON 7-2 Troubleshooting Table 7-1.Major Steps for Troubleshooting (continued) Page Page Page Table 7-2.Power on Defect or Blank Display ProblemAction Is the power switch set to on 1.AC power is present in the printer DC power supply is functional (24 VDC, 5 VDC, and 3.4 VDC are being generated) Table 7-3.No AC Power Cause Action 7-8 Troubleshooting Table 7-4.No DC Power The engine test verifies that the print engine is functioning correctly The Formatter PCA is completely bypassed during an engine test This test is very useful for isolating printer problems. The engine test prints a full page of lines across the entire printable area, and is also Engine Test Button Location Printing an Engine Test Page Page Page Display the Event Log Print the Event Log Interpret the Event Log Page [GO] Not all messages are described (many are self-explanatory) Table 7-5.Alphabetical Printer Messages Control Panel Message Event Log Explanation Table 7-5.Alphabetical Printer Messages (continued) BAD OPT TRAY CONNECTION The optional tray is not connected properly 1.Re-installthe optional tray 2.Make sure the optional tray is connected and the connector is not damaged Control Panel DISK FILE OPERATION FAILED 1.Check the filename and directory name 2.Retry the task DISK FILE SYSTEM IS FULL FLASH IS INPUT DEVICE CONDITION xx.yy <number MEMORY FULL STORED DATA LOST The printer is offline 1.Press [Go] to continue Press [Go] to place the printer online RAM DISK DEVICE FAILURE RAM DISK FILE OPERATION FAILED The RAM disk had a critical failure and can no longer be used 1.Turn the printer off, and then turn the printer on to clear the message RAM DISK FILE TRAY x EMPTY The RAM disk is protected, and no new files can be written to it PS301 detects paper in Tray PS401 detects paper in Tray PS1601 detects paper in the optional 250-sheetfeeder TRAY x LOAD [TYPE] [SIZE] UNSUPPORTED SIZE IN TRAY [YY] The default paper size is set incorrectly 1.Load the requested paper into the specified tray (x) 2.Press [Go] to print from the next available tray USE [TYPE] [SIZE] INSTEAD WAIT FOR PRINTER TO REINITIALIZE 1.Press [-Value+] to scroll through the available types and sizes 2.Press [Select] to accept the alternate type or size Wait for the printer to reinitialize Table 7-6.Numerical Printer Messages 13.x PAPER JAM [LOCATION] Event Log Paper is jammed at the Table 7-6.Numerical Printer Messages (continued) 13.5PAPER JAM 13.6PAPER JAM 13.10 PAPER JAM PAGE 22 EIO BUFFER OVERFLOW PRESS GO TO 22 PARALLEL I/O 22 SERIAL I/O 7-30 Troubleshooting 41.3 UNEXPECTED The paper size you are PAPER SIZE trying to print is not the the tray 50.x FUSER ERROR Figure 7-3 Fuser Connectors 7-32 Troubleshooting 51.x PRINTER ERROR 52.x PRINTER ERROR 53.xy.zz 7-34 Troubleshooting 55 PRINTER ERROR 56.x PRINTER ERROR CYCLE POWER TO CONTINUE 57.x PRINTER ERROR 59.x PRINTER ERROR 7-36 Troubleshooting Page 7-38 Troubleshooting 8x.yyyy yyyy 13.xx PAPER JAM Table 7-7.General Paper Path Troubleshooting Questions Use Paper Path Test to isolate problem Do paper jams occur with a specific type of media HP LaserJet Printer Family Paper Specifications Guide Table 7-7.General Paper Path Troubleshooting Questions (continued) Problem Paper Path Test Menu Map Page Configuration Page Page Verify installed options Table 7-8.Image Quality Checks Image Quality Checks Action Does the problem repeat on the page Is the Toner Cartridge full and is it manufactured by HP Is the print sample similar to those in the Print Quality Tables on page 7-48 EconoMode Image Defects Table 7-9.Black Lines (perpendicular path) Possible Cause Table 7-10.Black Page Table 7-10.Black Page (continued) Light is leaking into the printer High voltage power supply circuit is Table 7-11.Blank Page Table 7-11.Blank Page (continued) • Full weight = 1880 grams (66.3 oz) • Empty weight = 1450 grams (51.5 oz) 7-54 Troubleshooting Table 7-12.Blank Spots Table 7-12.Blank Spots (continued) Dirty or deformed Replace the Transfer Roller Transfer Roller See also “Dropouts” on page Table 7-13.Character Voids (continued) Table 7-14.Creases Table 7-15.Curl 7-58 Troubleshooting Table 7-16.Dirt on Back Table 7-17.Distorted Image Table 7-17.Distorted Image (continued) Table 7-18.Dropouts 7-60 Troubleshooting Table 7-18.Dropouts (continued) Table 7-19.Faded Print/Bubbles Table 7-19.Faded Print/Bubbles (continued) EconoMode is on EconoMode saves toner by reducing the dot density. This may Supply PCA is Table 7-20.Gray Background Paper does not meet printer specifications or is stored improperly Inside of printer is dirty (toner may have leaked out of the toner cartridge) 1.Print a few more pages to see if the problem corrects itself Table 7-20.Gray Background (continued) Table 7-21.Horizontal Smudges 7-64 Troubleshooting Table 7-22.Horizontal White Lines Lack of toner or faulty Redistribute the toner in the Toner Cartridge. If the problem continues, replace the Toner Cartridge Dirt in the laser path Table 7-23.Light Print, Dark Print, or Fade (continued) Table 7-24.Loose Toner 7-66 Troubleshooting Table 7-25.Repetitive Defects Inspect the drum for scratches or damage. Replace the Toner Cartridge Gears are worn, causing slippage or jumping Examine and clean rollers in the paper path Table 7-26.Skew Be sure that the Registration Assembly is installed is improperly installed correctly Table 7-27.Toner Smear Table 7-27.Toner Smear (continued) Replace the Fusing Assembly DC Controller is If a new Fusing Assembly does not resolve the problem, replace the DC Controller PCA Table 7-28.Toner Specks (continued) PAPER SPEED=SLOW Table 7-29.Vertical Black Lines 7-70 Troubleshooting Table 7-30.Vertical Dots Table 7-31.Vertical White Lines Repetitive Defect Ruler Page Image System Troubleshooting Half Self-TestFunctional Check Drum Rotation Functional Check Communications Check Test Message EIO Troubleshooting Page JetDirect Configuration Page Page Page Page Page Page Page Page Page Figure 7-17 Paper Path and Components 7-88 Troubleshooting Page Table 7-32.Table 1 Sensors and Signals Name 7-90 Troubleshooting Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page 8 Parts and Diagrams Ordering Parts Ordering Consumables Page See page 2-4for documentation product numbers Table 8-1.Accessories and Supplies Exchange No Product No 8-4 Parts and Diagrams Table 8-1.Accessories and Supplies (continued) Exchange No. Product No Table 8-2.Screws Used in the Printer Table 8-3.Replaceable Cables Figure No Item No 8-6 Parts and Diagrams Page Registration Roller Assembly Paper Pickup Paper Tray Figure 8-1 Assembly Location Diagram Table 8-4.Assemblies Listed Alphabetically and Their Part Numbers Table 8-4.Assemblies Listed Alphabetically and Their Part Numbers (continued) Figure 8-2 External Covers and Panels Table 8-5.External Covers and Panels Item No. Part No 8-10 Parts and Diagrams Table 8-5.External Covers and Panels (continued) Figure 8-3 Upper Cover Assembly Table 8-6.Top Cover Assembly 8-12 Parts and Diagrams Table 8-6.Top Cover Assembly (continued) Table 8-7.Internal Components (1 of 4) Table 8-7.Internal Components (1 of 4) (continued) Page Table 8-8.Internal Components (2 of 4) Page Table 8-9.Internal Components (3 of 4) Page Table 8-10.Internal Components (4 of 4) Figure 8-8 Upper Delivery Assembly Table 8-11.Upper Delivery Assembly 8-22 Parts and Diagrams Figure 8-9 Tray 2 Paper Pickup Roller Assembly Table 8-12.Tray 2 Paper Pickup Roller Assembly Page Table 8-13.Paper Feed Belt Assembly Page Table 8-14.Paper Feed Assembly Page Page Page Table 8-16. 250-sheetTray Page Table 8-17.Main Drive Assembly Figure 8-15 Pickup Drive Assembly Table 8-18.Pickup Drive Assembly 8-34 Parts and Diagrams Figure 8-16 PCA Assembly Locations Table 8-19.PCA Assembly Locations Figure 8-17 Printer Controller Assembly Table 8-20.Printer Controller Assembly 8-36 Parts and Diagrams Table 8-21.Fuser Page Table 8-22. 500-sheetFeeder Page Table 8-23. 500-sheetFeeder Table Number and Page 8-42 Parts and Diagrams Page 8-44 Parts and Diagrams Page 8-46 Parts and Diagrams Page 8-48 Parts and Diagrams Page 8-50 Parts and Diagrams Page Page Index