Troubleshooting process, General topic Questions | HP M475 CE863A

Troubleshooting process

When the product malfunctions or encounters an unexpected situation, the product control panel alerts you to the situation. This chapter contains information to help diagnose and solve problems.

●Use the pre-troubleshooting checklist to evaluate the source of the problem and to reduce the number of steps that are required to fix the problem.

●Use the troubleshooting flowchart to pinpoint the root cause of hardware malfunctions. The flowchart guides you to the section of this chapter that contains steps for correcting the malfunction.

Before beginning any troubleshooting procedure, check the following issues:

●Are supply items within their rated life?

●Does the configuration page reveal any configuration errors?

NOTE: The customer is responsible for checking supplies and for using supplies that are in good condition.

Pretroubleshooting checklist

The following table includes basic questions to ask the customer to quickly help define the problem.

General topic	Questions

Environment	●	Is the product installed on a solid, level surface (+/- 1°)?
	●	Is the power-supply voltage within ± 10 volts of the specified power source?
	●	Is the power-supply plug inserted in the product and the outlet?
	●	Is the operating environment within the specified parameters?
	●	Is the product exposed to ammonia gas, such as that produced by diazo
		copiers or office cleaning materials?
		NOTE: Diazo copiers produce ammonia gas as part of the coping
		processes. Ammonia gas (from cleaning supplies or a diazo copier) can have
		an adverse affect on some product components (for example, the print-
		cartridge OPC).
	●	Is the product exposed to direct sunlight?

Media	●	Does the customer use only supported media?
	●	Is the media in good condition (no curls, folds, or distortion)?
	●	Is the media stored correctly and within environmental limits?

Input trays	●	Is the amount of media in the tray within specifications?
	●	Is the media correctly placed in the tray?
	●	Are the paper guides aligned with the stack?
	●	Is the cassette correctly installed in the product?

114 Chapter 2 Solve problems

ENWW

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HP M475 CE863A manual Troubleshooting process, Pretroubleshooting checklist, General topic Questions

Contents

M375 M475 Page Page Copyright and License Trademark Credits Conventions used in this guide Conventions used in this guide Table of contents Enww Solve problems 111 Enww Load Tray 1 Type SIZE, Press OK to use available media Enww Enww Enww Parts and diagrams 245 291 Appendix a Service and support 279289 Enww Index 313 List of tables Xviii List of figures 35 Remove the rear door simplex product 1 74 Reinstall the left cover 1 115 Remove the fuser-motor assembly 4 Rollers 124 Xxiv Removal and replacement Introduction Removal and replacement strategyRemoval and replacement strategy Electrostatic discharge Required tools Description Size Part Number Types of screwsCommon fasteners After performing service Service approachBefore performing service Post-service tests Test 1 print-quality testTest 2 copy-quality test Test 3 fax-quality test fax models only Parts removal order 2Parts removal order 1 3Parts removal order 2 Removal and replacement Transfer roller Removal and replacement proceduresRollers and pads Pickup roller Tray 2 and Tray 4Remove the pickup roller 1 5Remove the pickup roller 2 Removal and replacement Separation roller Trays 2 or 6Remove the pickup roller 1 Enww Reinstall the separation roller 9Reinstall the separation roller Document feeder pickup roller assembly Pickup roller and separation pad Tray 13Remove the Tray 1 pickup roller 2 Removal and replacement 15Remove the Tray 1 separation pad Main assemblies Print-cartridge drawer Enww Dimm cover Right cover 22Remove the right cover 3 Removal and replacement Document feeder input tray 24Remove the document feeder input tray 2 Scanner assembly 25Remove the scanner assembly 1 Remove four screws callout Enww Right-front cover and power button Enww 30Remove the rear-upper cover 2 Removal and replacement Rear-upper cover duplex product Paper-feed guide assembly 32Remove the feed assembly 2 Rear-door stopper and link caps simplex product Rear door simplex product 36Remove the rear door simplex product 2 Enww Rear door duplex product 40Remove the rear door duplex product 2 Enww Remove the rear cover and feed guide simplex product Rear cover and feed guide simplex productBefore proceeding, remove the following components Remove three screws callout Enww Enww Rear-lower cover and rear-door links duplex product Enww Enww Enww Rear-door rib assembly duplex product Remove the rear-door rib assembly duplex product Enww Link guide 58Replace the link guide simplex products Control panel and right-arm mount Reinstall the control panel and right-arm mount 63Reinstall the control panel and right-arm mount 1 Enww Upper-cover assembly Remove the upper-cover assembly Enww Reinstall the upper-cover assembly 69Reinstall the upper-cover assembly 2 Enww Left cover Remove the left cover 73Remove the left cover 3 Removal and replacement Reinstall the left cover 75Reinstall the left cover 2 Front-door assembly Remove the front-door assembly 78Remove the front-door assembly 3 Enww Enww Push the black-plastic arm into the product 85Remove the front-door assembly 10 Reinstall the front-door assembly Enww Intermediate transfer belt ITB 89Remove the ITB 2 91Remove the ITB 4 Removal and replacement 93Remove the ITB 6 Diagnostics Reinstall the ITB Drum motor M1 and developer motor M2 95Remove motor M1 and motor M2 1 96Remove motor M1 and motor M2 2 Removal and replacement 97Remove motor M1 and motor M2 3 Release one tab callout 100Remove motor M1 and motor M2 6 Reinstall the drum motor M1 and developer motor M2 Intermediate PCA Remove the formatter PCA and fax PCA Formatter PCA and fax PCAReplacing the formatter PCA before the DC controller PCA 104Remove the formatter 1 of 4 base model 106Remove the formatter 3 of 4 base model Wireless PCA 108Remove the wirelss PCA 1 Remove the wireless PCA callout Before you proceed, remove the following components DC controller PCAReplacing the DC controller PCA before the formatter PCA Remove the DC controller PCA 110Remove the DC controller PCA 1 Enww Fuser-motor assembly Remove the fuser-motor assembly Enww Enww 117Remove the fuser-motor assembly 6 Reinstall the fuser-motor assembly High-voltage power-supply PCA Remove the high-voltage power-supply PCA Enww Enww Color-misregistration sensor assembly Remove the color-misregistration sensor assembly 126Remove the color-misregistration sensor assembly PCA 3 127Remove the color-misregistration sensor assembly PCA 4 Reinstall the color-misregistration sensor assembly Enww Fan FM1 131Remove the fan FM1 2 USB PCA fax/memory-card models Remove the USB PCA Duplex-reverse drive assembly Remove the duplex-reverse drive assembly Release the wire harnesses from the retainer callout 136Remove the duplex-reverse drive assembly 4 Fuser Remove the fuser 137Remove the fuser 1 Enww 141Remove the fuser 5 142Remove the fuser 6 144Remove the fuser 8 Reinstall the fuser 145Reinstall the fuser Removal and replacement Paper-delivery assembly Remove the paper-delivery assembly Enww 149Remove the paper-delivery assembly 4 Tray cassettes and optional Tray 3 assembly Solve problems Solve problems checklist Menu map Print a menu map General topic Questions Troubleshooting processPretroubleshooting checklist Power-on checks LED diagnostics Troubleshooting toolsComponent diagnostics Component tests Control-panel testsTest the control-panel display Test the control-panel buttons Diagrams Plug/jack locations DC controller PCA Location of connectorsConnector Board Enww 1Major components Location of major componentsMajor components Enww Motors and fans 2Solenoid, sensors, and motors Rollers Item Description PCAs PCAs Optional 250-sheet cassette 5Optional 250-sheet cassette General timing diagram General circuit diagram 129 Asic diagram HVT / Toneremp Driver PCA1-1 Environment Sensor Diagram FSR diagram Print quality troubleshooting Print the ConfigurationService Internal print quality test pages Print-quality troubleshooting tools Clean the paper pathPrint the Service Print the cleaning Setup Menu Control panel menusCalibrate the product Calibrate the product from the control panel HP Web Services menu Menu item Description Reports menu Quick Forms menu Menu item Sub-menu item Description Fax Setup menu Menu item Sub-menu item Description Menu item Sub-menu item Private Receive Off System Setup menu Adjust Tray X1 Shift Use the Y Shift setting to center the image from top toSide on the first side of a two-sided Bottom on Disable Fax Off Supply Settings Black Cartridge Very Low Setting PromptProduct Security USB Flash Drive Color Cartridges Very Low Setting Stop Print BlackLow Threshold Cyan Enter percentage Magenta Yellow Store Usage Data On Supply Not on SupplyCourier Font Regular Dark Color Copy Service menu Install Off RestoreDefaults HP Smart Network Setup menu Function specific menus Copy menuSets the product so that it communicates only with Web ID Copy Specifies the paper size and type Fax menu Jobs Allows you to cancel pending faxDisplays pending fax jobs, Opens the Fax Setup menu Scan menu 10.100X Supply Memory Error Interpret control panel messagesControl panel message types Control panel messages Scanner Error Error, Turn off then onFuser Error Black Cartridge Low Fan Error, Turn off then onError Turn off then on Canceled scan. Clear document Canceled send. Clear documentBlack in wrong position Black Very Low Communication error Cyan Cartridge LowCyan in wrong position Cyan Very Low Device error, press OK Device is busy. Try again laterDocument feeder door is open Document feeder jam. Clear and reload Engine Communication Error Engine error. Press OK to continueDocument feeder mispick. Reload Door open Fax is busy. Redial pending Fax is busy. Canceled sendFax receive error Fax Send error Fax storage is full. Canceling the fax receive Fax storage is full. Canceling the fax send Genuine HP supply installedInstall color cartridge Fit to Page on flatbed only Invalid driver Press OK Invalid entryJam in area, Open door and clear jam Jam in Tray 1, Clear jam and then press OK Load Tray 1, Plain Size / Cleaning mode, OK to start Load tray X Press OK for available mediaMagenta Cartridge Low Magenta in wrong position Manual Duplex Load Tray 1, Press OK Manual feed Size TYPE, Press OK to use available mediaMemory is low. Press OK Memory is low. Try again later No fax answer. Canceled send Memory low Only 1 copy made. Press OK to continueMisprint, Press OK No dial tone No fax answer. Redial pending No fax detected Print failure, press OK. If error repeats, turn off then on Scanner error #, Turn off then onRemove shipping lock from color cartridge Remove shipping locks from cartridges Scanning error Cannot connect Settings clearedScanner reserved for PC scan Unexpected size in tray # Load size Press OK Used color installed, to accept press OK Unsupported color Press OK to continueUsed color in use Used supplies in use Yellow Very Low Event-log messagesYellow in wrong position Event-log messages Print the event logEvent log messages 7Event-log messages Event code Description Description Solution Event-log-only messages Event code Description Solution 8Event-log-only messages Jam locations Clear jamsCommon causes of jams Clear jams from the document feeder Enww Clear jams in Tray Enww Enww Clear jams in Tray Clear jams in the fuser area Clear jams in the output bin Clear jams in the duplexer duplexing models only Enww Product does not pick up paper Solve paper-handling problemsProduct picks up multiple sheets of paper Print quality examples Solve image-quality problemsProblem Cause AaBbCc Problem Cause Solution Severity of the defect Color image defects Continue Black AaBbCc Clean the product Clean the pickup and separation rollersClean the paper path Clean the paper path from the product control panel Clean the scanner glass strip and platen Clean the document feeder pickup rollers and separation pad Clean the touch screen Solve performance problems Factors affecting print performance Print speeds Product does not print or it prints slowly Product does not print Product prints slowly Solve product connectivity problems Solve direct-connect problemsSolve network problems Computer is using the incorrect IP address for the product Computer is unable to communicate with the product Solve wireless network problemsComputer or workstation might be set up incorrectly Wireless connectivity checklist Cannot connect more computers to the wireless product Network does not appear in the wireless networks list Wireless network is not functioning Service mode functions Service menuSecondary service menu Service menu settings Open the secondary service menu Secondary service menu structure9Secondary service menu Scan Calibration Calibrate Nvram initialization Product resetsRestore the factory-set defaults Enww Solve fax problems Fax troubleshooting checklist Enww Fax error messages Communication errorDocument feeder door is open. Canceled fax Fax is busy. Canceled send Fax receive error Fax is busy. Redial pending Fax Send error Fax storage is full. Canceling the fax receive No dial tone Fax storage is full. Canceling the fax sendNo fax answer. Canceled send No fax answer. Redial pending No fax detected Enww Code number View and interpret fax error codesTroubleshoot fax codes and trace reports Fax logs and reports Fax trace report Print all fax reports Print individual fax reports Set the fax-error-correction mode Change error correction and fax speedSet the fax error report Solve problems sending faxes An error message displays on the control panelCommunication error. message displays Change the fax speed Open the Error Correction menu Fax is busy. message displays No fax answer. message displays Document feeder paper jam Fax storage is full. message displays Faxes can be received, but not sent Unable to use fax functions from the control panel Unable to use speed dials Unable to use group dials Enww Solve problems receiving faxes Fax does not respondFax has a dedicated phone line An answering machine is connected to the product Voice mail is available on the fax line Answer Mode setting is set to the Manual settingTelephone handset is connected to the product Product is connected to a DSL phone service Product uses a fax over IP or VoIP phone service No fax detected. message displays Open the Advanced Setup menu Open the Fax Resolution menu Cannot send or receive a fax on a PBX line Sender receives a busy signalFax is received but does not print Solve general fax problems Faxes are sending slowly Fax quality is poor Fax cuts off or prints on two pages Enww Product updates Enww Parts and diagrams Orderable parts Order parts by authorized service providersWhole unit replacement Related documentation and software 5Related documentation and software Part number Cartridge number Description Supplies and accessoriesService parts How to use the parts lists and diagrams Scanner and document feeder main assemblies Scanner and document feeder main assemblies Description Part number Qty 2External panels and covers Parts and diagrams Covers Covers1,2 Internal assemblies Internal assemblies 1 8Internal assemblies 1 Internal assemblies 2 4Internal assemblies 2 9Internal assemblies 2 Internal components 3 5Internal assemblies 3 10Internal assemblies 3 Internal assemblies 4 A03 11Internal assemblies 4 Internal assemblies 5 7Internal assemblies 5 12Internal assemblies 5 Internal assemblies simplex models 8Internal assemblies simplex models 13Internal assemblies simplex models Internal assemblies duplex models 9Internal assemblies duplex models 14Internal assemblies duplex models Description Part number PCAs 10 PCAs PCAs Input devices Sheet paper feeder optional Tray 16250-sheet paper feeder optional Tray Alphabetical parts list 17Alphabetical parts list Internal assemblies 4 Internal assemblies 5 Paper pickup assembly RM1-8045-000 Numerical parts list 18Numerical parts list Covers1,2 on RM1-8051-000 Paper-pickup guide assembly duplex Enww Service and support Hewlett-Packard limited warranty statement HP Product Duration of Limited Warranty Hewlett-Packard limited warranty statement Enww Data stored on the print cartridge End User License Agreement Transfer Enww OpenSSL Customer support LJColorMFPM475 Product specifications Physical specifications Table B-1Physical specificationsTable B-2Environmental specifications1 Product Height Depth Width Weight Regulatory information Power consumption FCC regulationsEnvironmental product stewardship program Protecting the environment Toner consumption Paper usePlastics HP LaserJet print supplies Non-U.S. returns Multiple returns more than one cartridgeSingle returns Shipping Residents of Alaska and Hawaii Paper Material restrictions Chemical substances Material Safety Data Sheet Msds For more information Supplementary Information Declaration of conformityManufacturers Name Manufacturers Address For regulatory topics only Boise, Idaho USAOctober Enww Declaration of conformity wireless models Certificate of volatility Types of memoryVolatile memory Non-volatile memory Safety statements Laser safetyVcci statement Japan Power cord instructions Power cord statement Japan EMC statement Korea Laser statement for Finland Luokan 1 laserlaite GS statement Germany Restriction on Hazardous Substances statement Ukraine Additional statements for telecom fax products EU Statement for Telecom OperationNew Zealand Telecom Statements Additional FCC statement for telecom products US Telephone Consumer Protection Act US Industry Canada CS-03 requirements Enww Additional statements for wireless products Korean statement Enww Enww Symbols/Numerics 2ndary service menu Index Jams Msds USB Environmental 290 Physical Specks, troubleshooting 192 288 Macintosh customer support Material Safety Data Sheet Enww Page CE863-90966* *CE863-90966