Customer support, LJColorMFPM475 | HP M475 CE863A guide

Customer support

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	LJColorMFPM475

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information	www.hp.com/go/LJColorMFPM475_software

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288 Appendix A Service and support

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HP M475 CE863A, CLJ M375NW PRO 300 CE903A#BGJ manual Customer support, LJColorMFPM475

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 Test 2 copy-quality test Post-service testsTest 1 print-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 Test the control-panel display Component testsControl-panel tests 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 Service Print quality troubleshootingPrint the Configuration Internal print quality test pages Print the Service Print-quality troubleshooting toolsClean the paper path Print the cleaning Calibrate the product Setup MenuControl panel menus 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 Side on the first side of a two-sided Adjust Tray X1 ShiftUse the Y Shift setting to center the image from top to Bottom on Product Security Disable FaxOff Supply Settings Black Cartridge Very Low Setting Prompt USB Flash Drive Low Threshold Cyan Enter percentage Magenta Color Cartridges Very Low Setting StopPrint Black Yellow Courier Font Regular Store Usage Data On SupplyNot on Supply Dark Color Copy Service menu Install Off RestoreDefaults HP Smart Network Setup menu Sets the product so that it communicates only with Web Function specific menusCopy menu 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 Control panel message types 10.100X Supply Memory ErrorInterpret control panel messages Control panel messages Scanner Error Error, Turn off then onFuser Error Black Cartridge Low Fan Error, Turn off then onError Turn off then on Black in wrong position Canceled scan. Clear documentCanceled send. Clear document Black Very Low Cyan in wrong position Communication errorCyan Cartridge Low Cyan Very Low Document feeder door is open Device error, press OKDevice is busy. Try again later Document feeder jam. Clear and reload Document feeder mispick. Reload Engine Communication ErrorEngine error. Press OK to continue 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 Install color cartridge Fax storage is full. Canceling the fax sendGenuine HP supply installed Fit to Page on flatbed only Jam in area, Open door and clear jam Invalid driver Press OKInvalid entry Jam in Tray 1, Clear jam and then press OK Magenta Cartridge Low Load Tray 1, Plain Size / Cleaning mode, OK to startLoad tray X Press OK for available media Magenta in wrong position Memory is low. Press OK Manual Duplex Load Tray 1, Press OKManual feed Size TYPE, Press OK to use available media Memory is low. Try again later Misprint, Press OK No fax answer. Canceled sendMemory low Only 1 copy made. Press OK to continue No dial tone No fax answer. Redial pending No fax detected Remove shipping lock from color cartridge Print failure, press OK. If error repeats, turn off then onScanner error #, Turn off then on Remove shipping locks from cartridges Scanner reserved for PC scan Scanning error Cannot connectSettings cleared Unexpected size in tray # Load size Press OK Used color in use Used color installed, to accept press OKUnsupported color Press OK to continue 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 paper path Clean the productClean the pickup and separation rollers 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 network problems Solve product connectivity problemsSolve direct-connect 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 Secondary service menu Service mode functionsService menu Service menu settings 9Secondary service menu Open the secondary service menuSecondary service menu structure Scan Calibration Calibrate Nvram initialization Product resetsRestore the factory-set defaults Enww Solve fax problems Fax troubleshooting checklist Enww Document feeder door is open. Canceled fax Fax error messagesCommunication error 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 Communication error. message displays Solve problems sending faxesAn error message displays on the control panel 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 Fax has a dedicated phone line Solve problems receiving faxesFax does not respond 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 Table B-2Environmental specifications1 Physical specificationsTable B-1Physical specifications Product Height Depth Width Weight Regulatory information Environmental product stewardship program Power consumptionFCC regulations Protecting the environment Plastics Toner consumptionPaper use HP LaserJet print supplies Single returns Non-U.S. returnsMultiple returns more than one cartridge 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 Volatile memory Certificate of volatilityTypes of memory Non-volatile memory Vcci statement Japan Power cord instructions Safety statementsLaser safety Power cord statement Japan EMC statement Korea Laser statement for Finland Luokan 1 laserlaite GS statement Germany Restriction on Hazardous Substances statement Ukraine New Zealand Telecom Statements Additional statements for telecom fax productsEU Statement for Telecom Operation 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