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7
Troubleshooting
Chapter Contents
Troubleshooting Process . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
Power-On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Engine Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
Display and Evaluate the Error Log . . . . . . . . . . . . . . . . . . . . 7-9
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10
Configuration Page Illustration and Key . . . . . . . . . . . . . . . . . 7-12
Menu Page Illustration and Key . . . . . . . . . . . . . . . . . . . . . . 7-13
Communications Link (C-Link) Cables . . . . . . . . . . . . . . . . . . 7-14
Image Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-15
Check the Toner Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . 7-16
Faulty Image Examples . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16
Error Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17
Print and Evaluate the Error Log . . . . . . . . . . . . . . . . . . . . . 7-17
Error Log Interpretation . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17
Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-19
Verify Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-19
Verify Host System Operation . . . . . . . . . . . . . . . . . . . . . . . 7-20
Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21
Paper Path Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21
Customer Print Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-22
Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23
Control Panel Messages and Errors . . . . . . . . . . . . . . . . . . . . 7-23
Error Log Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-24
General Paper Path Troubleshooting . . . . . . . . . . . . . . . . . . . 7-36
Image Quality Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-63
Image System Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . 7-73
General Troubleshooting Information . . . . . . . . . . . . . . . . . . . 7-76
Miscellaneous Problems and Solutions . . . . . . . . . . . . . . . . . . 7-76
Paper Curl . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-81
Reference Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-82
Troubleshooting 7-1
7-2 Troubleshooting
Troubleshooting Process
The troubleshooting process is a systematic approach that addresses the
major problems first and then other problems as you identify the causes for
printer malfunctions and errors. The Troubleshooting Process, Figure 7-1,
on the following two pages, 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
7
the additional testing, proceed to the next major step.
Troubleshooting
The following list describes the basic questions for the customer and the
corresponding troubleshooting step to help you quickly define the problem(s).
Display Does the display panel indicate Ready, Offline or PowerSave?
Page 7-9 Contains the procedures for correcting control panel messages and displaying
and correcting error log codes.
Configuration Will the printer print configuration pages successfully?
Page 7-10 Contains the procedures for printing the configuration pages, and evaluating
and correcting system configuration.
Image Quality Does the print quality meet customer expectations?
Page 7-15 Contains the image quality comparison tables, cleaning procedures, toner
cartridge checks, and High-voltage Power Supply checks.
Error Log Are there recurring problems in the error log?
Page 7-17 Contains information about printing the error log and evaluating the error
history.
Communication Can the customer print from the host system successfully?
Page 7-19 Describes how to determine if the printer is communicating properly with the
host system.
Verification Will the printer print from all sources to all destinations, and have all of
Page 7-21 the errors in the errorlog been addressed?
Contains procedures for verifying the overall printer system operation.
Reference Contains detailed reference material such as the complete error code list,
Page 7-23 system schematics, a list of miscellaneous problems and solutions, and a list of
all system sensors and their functions.
Troubleshooting 7-3
Figure 7-1 HP LaserJet 5Si / 5Si MX / 5Si Mopier Troubleshooting Process
7-4 Troubleshooting
7
Troubleshooting
Figure 7-2 HP LaserJet 5Si / 5Si MX / 5Si Mopier Troubleshooting Process
Troubleshooting 7-5
Power-On
Overview
It is important to have the printer's Control Panel functional as soon as
possible in the troubleshooting process so that the printer's diagnostics can
assist in locating printer errors.
Problem Action
1. Is AC power available at Verify.
the printer's power
receptacle?
2. Is the printer's ON/OFF Push the switch to the ON position.
switch set to ON?
3. Are the printer's fans on? Note: Fan operation is significant since all fans are controlled by
the printer's DC Controller PCA. Operational fans indicate:
Ensure that the printer is not
in PowerSave mode 1. AC power is present in the printer.
2. DC power supply is functional (both 24vdc and 5vdc are
(See Figure 7-3 to locate being generated).
the fans.) 3. DC Controller PCA 's micro-processor is functional.
NO If the fans are NOT working, turn off the printer and remove the
printer's Formatter PCA. Disconnect all the printer's paper handling
options. Then turn on the printer and check the fans again.
If the fans are still not working, perform the following steps:
1. Verify that all fans are connected to the DC Controller
PCA according to Figure 7-32
2. Replace the low-voltage DC power supply.
3. Replace the DC Controller PCA.
YES If the fans are working but the printer's Control Panel is blank, print
an engine test. See the section titled "Engine Test."
If the engine test was successful, perform the following
steps:
1. Reseat or replace the cable from the Control Panel which is
connected to J203 of the DC Controller PCA (see Figure 7-34).
2. Replace the printer's Formatter PCA.
3. Replace the Control Panel assembly.
If the engine test was not successful, replace the DC
Controller PCA.
7-6 Troubleshooting
Figure 7-3
7
Troubleshooting
Fan Location and Airflow
Note When the printer is in PowerSave mode, the fans are off.
Fan Number Fan Name Fan Location
1 Laser/Scanner fan Exhaust air flows from the back of the printer,
on the left-hand side of the fusing assembly.
2 Low-voltage Power Supply Lower right-hand corner of the printer.
3 Formatter (intake) Intake fan directly above the input power
receptacle.
4 Face-down Delivery Unit Directly above the center of the fusing
assembly.
Troubleshooting 7-7
Engine Test
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 horizontal lines across the entire printable area, and is also useful for
checking and adjusting registration. The engine test prints from Tray 3
only, and can be activated with the Formatter PCA removed.
Note Tray 3 must be installed and loaded with paper to perform an engine test.
Also, ensure that the EP toner cartridge is installed in the printer.
Engine Test Button Location
The engine test button is located on the DC Controller PCA. It is accessible
through a hole at the right rear of the printer.
Printing an Engine Test
To print an engine test, use a non-metallic object to press the engine test
button (see Figure 7-4). A single test page will print.
Figure 7-4
Engine Test Button
7-8 Troubleshooting
Display
Overview
Use the printer's Control Panel to access the error log to troubleshoot the
printer. With the printer's test menu, you can access the printer's error log
to display more information about the current error. The error log retains
the printer's last 50 error messages.
Refer to the section titled "Reference" for more information about correcting
printer error log messages.
7
Troubleshooting
Note The error log codes and the error on the display panel do not always
correspond. The numbers in the display panel message may not be the same
in the error log. Ensure that you refer to the correct number in the
"Reference" section.
Display and Evaluate the Error Log
If the printer cannot print or move any paper, follow these steps to display
the error log:
1 Press [Menu] until TEST MENU appears.
2 Press [Item] until SHOW ERROR LOG appears.
3 Press [Select] to show the error log.
4 Press + to scroll through the error log.
5 Write down the error messages. For example:
50 13.59.11 52700 13.11 PAPER JAM
EXTERNAL INPUT DEVIC
Error Log on Display Panel Display Panel Message
50 = Error Number
13.59.11 = Error Log Code
52700 = Page Count
6 Check the error log for specific error trends in the last 10,000 printed pages.
7 Ask the customer for any observed error trends.
8 Record any specific error trends.
9 Refer to the error log table in the "Reference" section and follow the
recommended action.
10 If the display panel indicates any messages other than Ready, Offline or
PowerSave, restart at step 1. If not, go to the next section.
Troubleshooting 7-9
Configuration
Use the configuration pages to verify the proper installation of accessories,
options, and personalities. When you print the configuration pages, the
printer checks its internal controller and I/O interface, then prints two
pages. One shows the overall printer configuration, and the one shows the
current menu settings. Refer to Figure 7-5 for information about
interpreting the configuration page. If any of the installed devices are not
shown on the configuration pages, verify that the C-Link cabling is correctly
connected and functional, and that DC power is available to the paper
handling devices (Figure 7-7). Check and reseat suspect cable connections.
If any of the cables are replaced, you must cycle the power to have the
printer recognize the device again.
To print a PCL configuration page:
1 Press [Menu] until TEST MENU appears.
2 Press [Item] until PCL CONFIGURATION PAGE appears.
3 Press [Select] to print the configuration pages.
Verify that any installed options are present on the
configuration pages.
Under Installed Personalities, look for options such as: