General paper-path troubleshooting

Jams occur in the printer when print media either does not reach or does not clear a photosensor along the printer’s paper path in a specific amount of time. If a jam occurs, a 13.xx PAPER JAM message appears on the printer control panel. The following table contains general questions you can ask and topics to explore before troubleshooting. See the 13.xx section in the event log for specific error codes.

ProblemAction

What is the frequency of the paper jams (for example, continuous, one jam per 100 pages, one jam per 1000 pages, or some other interval)?

Do jams only occur when the media is fed from a particular paper input source?

Ask the customer. Print or show the event log to determine the jam history. See the display and event log sections of this chapter and evaluate the event log.

Use the paper-path test to isolate the problem. See the next section for details (page 203).

Do jams only occur when

Use the paper-path test to isolate the problem.

paper is output to a specific

 

output bin?

 

Do jams occur with a specific type of media?

Where does the leading edge of the first sheet stop in the paper path when a jam occurs? Are any sheets damaged or torn?

Is the customer loading the trays correctly?

Is the customer overfilling the trays?

Are the tray guides set correctly?

Try known good media. Make sure that media meets HP’s specifications.

Attempt to duplicate the problem. Use the paper-path test to isolate the problem. Inspect the paper path and all of the paper-path mechanical assemblies that are located in advance of where the leading edge jams.

Observe the customer loading the trays. Tell the customer not to fan the paper.

Make sure that media is NOT above the maximum fill marks in the paper trays. Observe the customer loading the trays.

Make sure that Tray 2 and 3 left-side paper guides are set correctly at both the front and rear of the tray, and that the front guide is locked into the correct position. For Tray 4, make sure that all adjustments are set correctly— front, back, and side at the top and bottom of the tray.

Should the printer be

Inspect the paper path and rollers. See the cleaning procedures in

cleaned?

chapter 4.

When was the user

Determine from the PCL configuration page the number of pages since the

maintenance performed on

last maintenance (page 205). The Printer Maintenance Kit should be

the printer?

installed every 150,000 images.

 

 

202 Troubleshooting

Q1860-90918

www.GovTechMedia.com

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HP 5100LE manual General paper-path troubleshooting, ProblemAction