General topic Questions Condensation ● Does condensation occur following a temperature change (particularly in winter following cold storage)? If so, wipe affected parts dry or leave the product on for 10 to 20 minutes. ● Was a toner cartridge opened soon after being moved from a cold to a warm room? If so, allow the toner cartridge to sit at room temperature for 1 to 2 hours. Miscellaneous ● Check for and remove any non-HP components (toner cartridges, for example) from the product. ● Remove the product from the network to ensure that the failure is associated with the product before beginning troubleshooting. ● For any print-quality issues, calibrate the product.
Determine the problem source When the product malfunctions or encounters an unexpected situation, the product control panel alerts you to the situation. The troubleshooting flowchart helps you diagnose the root cause of the problem. The remainder of this chapter provides steps for correcting problems. Troubleshooting flowchart This flowchart highlights the general processes that you can follow to quickly isolate and solve product hardware problems. Each row depicts a major troubleshooting step. A “yes” answer to a question allows you to proceed to the next major step. A “no” answer indicates that more testing is needed.
Go to the appropriate section in this chapter, and follow the instructions there. After completing the instructions, go to the next major step in this troubleshooting flowchart. Table 2-1 Troubleshooting flowchart ENWW Troubleshooting process 19 1 Power on Is the product on and does a readable message display? Follow the power-on troubleshooting checks. See Power subsystem on page 20. After the control panel display is functional, see step 2. Yes No 2 Control panel messages Does the message Ready display on the control panel? 1. Follow the control panel message to resolve the problem. Touch the button to get more information. 2.
If more information is required to troubleshoot the problem, refer to the troubleshooting section of the product user guide. After the errors have been corrected, go to step 3. Yes No 3 Event log Open the Troubleshooting menu and print an event log to see the history of errors with this product. Does the event log print? If the event log does not print, check for error messages. If paper jams inside the product, see the jams section of the product service manual. If error messages display on the control panel when you try to print an event log, see the control panel message section of the service manual. After successfully printing and evaluating the event log, see step 4. Yes No