HP Color LaserJet 2605dtn User Manual

							
12 Problem solving
This troubleshooting information is organized to help you resolve printing problems. Choose the
general topic or type of problem from the following list.
●
Troubleshooting process
●
Control panel messages
●
Clearing jams
●
Print problems
●
Troubleshooting tools
ENW W 139
 
						

							
Troubleshooting process
Use the troubleshooting checklist to solve issues with the printer.
Troubleshooting checklist
Follow the steps below when trying to solve a problem with the printer.
Step
numberVerification stepPossible problemsSolutions
1Is the power on?
When the printer is
connected to a grounded
power source, the control
panel shows Hewlett-
Packard  with both the
Ready and Attention
lights blinking. The
control panel will then
display  Initializing  and
then  Ready , at which
time only the green light
will be on.No power due to failed power source,
cable, switch, or fuse.1. Verify that the printer is plugged in.
2. Verify that the power cable is
functional and that the power
switch is on.
3. Check the power source by
plugging the printer directly into
the wall or into a different outlet.
4. Test the outlet or connect another
device to the outlet to verify that
the outlet is functioning.
2Does  Ready  appear in
the printer control
panel?
The control panel should
function without error
messages.Control panel shows an error.See Control panel messages  for a list
of common messages that will help you
correct the error.
If the error persists, contact
HP Customer Care. See 
HP CustomerCare  or the support flyer that came in
the printer box.
3Do information pages
print?
Print a Configuration
page.Control panel displays an error
message.See Control panel messages  for a list
of common messages that will help you
correct the error.
Media does not move smoothly
through the printer paper path.Clean the paper path.
Poor print quality.See Print quality problems .
If the error persists, contact
HP Customer Care. See 
HP CustomerCare  or the support flyer that came in
the printer box.
4 Does the printer print from the computer?
Connect the network
cable or USB cable to
the printer and the
computer. Use a word-
processing application to
send a print job to the
printer. Software is not installed correctly or an
error occurred during software
installation.Uninstall and then reinstall the printer
software. Verify that you are using the
correct installation procedure and the
correct port setting.
The cable is not connected correctly.Reconnect the cable.
An incorrect driver is selected.Select the proper driver.
Other devices are connected to the
USB port.Disconnect the other devices and try
again to print.
There is a port driver problem in
Microsoft Windows.
Uninstall and then reinstall the printer
software. Verify that you are using the
140 Chapter 12   Problem solving ENWW
 
						

							
Step
numberVerification stepPossible problemsSolutions
correct installation procedure and the
correct port setting.
If the error persists, contact
HP Customer Care. See HP CustomerCare or the support flyer that came in
the printer box.
 
5 Does the printer recognize and print from
a memory card?
Insert a memory card
and print an index page. The printer does not recognize the card.Remove the card and reinsert it into
the memory card slot. Verify that the
card is fully inserted into the slot.
Verify that the memory card type is a
supported type.
Verify that only one card is inserted in
the memory-card slots.
The printer does not print certain
images.
Verify that the files on the memory card
are in the correct format. The printer
recognizes only SRGB format .JPEG
files.
ENW W
Troubleshooting process 141
 
						

							
Control panel messages
The majority of the control-panel messages are intended to guide the user through typical operation.
The control-panel messages indicate the status of the current operation, and include a page count on
the second line of the display, if appropriate. When the device is print data, control-panel messages
indicate this status. In addition, alert messages, warning messages, and critical error messages
indicate situations that might require some action.
Alert and warning messages
Alert and warning messages appear temporarily and might require the user to acknowledge the
message by pressing 
 (Select ) to resume or by pressing  (Cancel Job ) to cancel the job. With
certain warnings, the job might not complete or the print  quality might be affected. If the alert or
warning message is related to printing and the auto-continue feature is on, the printer will attempt to
resume the printing job after the warning has appeared for 10 seconds without acknowledgement.
Table 12-1    Alert and warning messages 
Control panel messageDescriptionRecommended action
10.000x Supply errorE-label cannot be read or print cartridge is
not properly installed.1.Reinstall print cartridge.
2. Power cycle printer.
3. If the problem is not solved, replace
the cartridge.
Device error
Press An internal error occurred in the printer.Press  (Select ) to resume the job.
Door openThe printer door is open.The door must be closed before printing
can continue.
Engine comm.
errorThe printer experienced an internal
communication error.This is a warning message only. Job output
might be affected.
Engine error
Press An internal error occurred in the printer.Press  to resume the job.
Insert
memory cardCard is not in memory slot or is not inserted
completely.Insert card or verify that card is inserted
completely.
Invalid driver
Press You are using the incorrect printer driver.Reselect the printer driver appropriate for
your printer.
Jam in
cartridge area
alternates with
Clear jam and
then press A paper jam has occurred in the cartridge
area.Open the door and clear the jam Then
press the 
 (Select ) button on the control
panel.
Jam in A paper jam has occurred in the output bin. Open the door and clear the jam Then
press the 
 (Select ) button on the control
panel.
142 Chapter 12   Problem solving ENWW
 
						

							
Control panel messageDescriptionRecommended action
ouput bin
alternates with
Clear jam and
then press 
Jam in
print paper path
alternates with
Clear jam and
then press A paper jam has occurred in the print paper
path.Open the door and clear the jam Then
press the 
 ( Select ) button on the control
panel.
Jam in
tra y 1
alternates with
Clear jam and
then press A paper jam has occurred in Tray 1.Clear the jam, and then press the ( Select ) button on the control panel.
Jam in
tra y 2
alternates with
Clear jam and
then press A paper jam has occurred in Tray 2.Clear the jam, and then press the (Select ) button on the control panel.
Jam in
tra y 3
alternates with
Clear jam and
then press A paper jam has occurred in Tray 3.Clear the jam, and then press the (Select ) button on the control panel.
Load paperThe printer is out of paper.Load paper.
Load Tray X
[TYPE] [SIZE]The printer is processing job, but the tray
indicated is empty or does not contain the
media needed.Load specified paper type and size into the
tray as indicated on the control panel.
Load Tray X
Press The printer has processed the first page of
a 2-sided print job and is prompting the
user to load paper for the second page.Load the printed page from the output bin
into the tray prompted on the control panel.
Manual feed
Press 
alternates with The printer is waiting for paper in the tray
indicated.
Load the paper as indicated.
Table 12-1
   Alert and warning messages  (continued)
ENW W Control panel messages 143
 
						

							
Control panel messageDescriptionRecommended action
Load tray 1
[TYPE] [SIZE]
Memory card is
in backwardsThe memory card was inserted backwards
into the card slot.Remove, turn, and reinsert the card.
Memory is low
Press The printer memory has been almost
completely filled.Allow the printer to finish the job, or press
the 
 (Select ) button to cancel the job.
Break the job into smaller jobs that contain
fewer pages.
Misprint
Press The printed pages have been incorrectly
placed on the paper.To continue, press the  ( Select ) button
on the control panel.
No paper pickup
Press The print engine has failed to pick up a
piece of media.In Tray 1, verify that the media was inserted
far enough into the tray. In Tray 2 or
optional Tray 3, verify that the paper-length
guide is in the correct position for the media
size that you are using.
Reload the media in the input tray and
press 
 ( Select ) to continue the job.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.
Only 1 memory
card at a timeMore than one memory card has been
inserted.Remove all but one memory card.
Page too complex
Press The page is too complex for the printer to
process.Press the  ( Select ) button and try to
reprint the page.
For multiple page jobs, print pages
separately.
Photo job
pendingSecond photo job was started prior to
completion of the first job.No action required. Message will cease
when first job completes.
Photos not
foundAn image has been selected that has been
deleted.
The image checked on the bubble sheet
has been deleted.
Memory card has been removed from the
memory slot.Reinsert the card and reselect the image.
Replace supplies
Override in useA supply is low and using Override may
result in unsatisfactory print quality.Replace the supply that is low.
Unauthorized yellow
Unauthorized magenta A new supply has been installed that is not
made by HP. One of these four messages
is displayed until an HP supply is installed
or 
 (
Select ) is pressed. If you believe you purchased an HP supply,
please call the HP fraud hotline at
1-877-219-3183. Service or repairs
Table 12-1
   Alert and warning messages  (continued)
144 Chapter 12   Problem solving ENWW
 
						

							
Control panel messageDescriptionRecommended action
Unauthorized cyan
Unauthorized blackrequired as a result of using non-HP
supplies is not covered under HP warranty.
To continue printing, press 
 (Select ).
Unexpected size
in tray 1
alternates with
Load [SIZE]
Press The paper that the job printed on does not
match the size expected.Load specified paper type and size into the
tray indicated.
Unexpected size
in tray 2
alternates with
Load [SIZE]
Press The paper that the job printed on does not
match the size expected.Load specified paper type and size into the
tray indicated.
Unexpected size
in tray 3
alternates with
Load [SIZE]
Press The paper that the job printed on does not
match the size expected.Load specified paper type and size into the
tray indicated.
Unknown Memory
Card ErrorThere is an issue with either the memory
card or the printer memory-card reader.Reinsert the card. If the error persists,
insert a different card.
If the error persists, contact HP Customer
Care. See 
HP Customer Care or the
support flyer that came in the printer box.
Unsupported
memory card The memory card that you have inserted is
not a type that is supported.
Insert a card that is supported.
Critical error messages
Critical error messages can indicate some kind of failure. Cycling the power might fix the problem. If
a critical error persists, the printer might require service.
Table 12-2
   Critical error messages
Control panel messageDescriptionRecommended action
49 Error
Turn off then on The printer has experienced an internal
firmware error.
Turn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
Table 12-1
   Alert and warning messages  (continued)
ENW W Control panel messages 145
 
						

							
Control panel messageDescriptionRecommended action
If you have recently installed a memory
DIMM in the printer, turn off the printer,
remove the memory DIMM, reinstall the
DIMM to verify that it is seated properly,
and then turn on the printer.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care or the
support flyer that came in the printer box.
50 Fuser Error
Turn off then onThe printer has experienced an internal
hardware error.
50.1 Fuser Error  - Low fuser error
50.2 Fuser Error  - Slow fuser error
50.3 Fuser Error  - High fuser error
50.7 Fuser Error  - Fuser open error
50.8 Fuser Error  - Low subthermistor fuser
error
50.9 Fuser Error  - High subthermistor
fuser errorTurn off the printer, wait at least
25 minutes, and then turn on the printer.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn on the
printer.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.

Turn off then onThe printer has experienced an internal
hardware error.
51.20 Error  - Black laser scanner error
51.21 Error  - Cyan laser scanner error
51.22 Error  - Magenta laser scanner error
51.23 Error  - Yellow laser scanner errorTurn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care or the
support flyer that came in the printer box.
54 Error
Turn off then onThe printer has experienced a toner level
sensor error.
54.15 Error  - Yellow
54.16 Error  - Magenta
54.17 Error  - Cyan
54.18 Error  - Black
54.1C Error  - Density sensory
contamination warningTurn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.
55.0601 Error
55.0602 Error The printer has experienced an internal
hardware error.
Turn off the power by using the power
switch, wait at least 30 seconds, and then
Table 12-2
   Critical error messages (continued)
146 Chapter 12   Problem solving ENWW
51 Laser Error
 
						

							
Control panel messageDescriptionRecommended action
55.1 Error
59.A0 Error
59.9 Error
54.1C Errorturn on the power and wait for the printer to
initialize.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care or the
support flyer that came in the printer box.
57 Fan Error
Turn off then onThe printer has experienced a problem with
its internal fan.Turn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.
79 Error
Turn off then onThe printer has experienced an internal
firmware error.Turn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If you have recently installed a memory
DIMM in the printer, turn off the printer,
remove the memory DIMM, reinstall the
DIMM to verify that it is seated properly,
and then turn on the printer.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.
Duplexer Error
Turn off then onThe duplexer is not connected or installed
correctly.Turn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If a surge protector is being used, remove
it. Plug the printer directly into the wall
socket. Use the power switch to turn the
printer on.
If the error persists, contact HP Customer
Care. See 
HP Customer Care  or the
support flyer that came in the printer box.
Sensor error
Turn off then on A sensor error has occurred. Turn off the power by using the power
switch, wait at least 30 seconds, and then
turn on the power and wait for the printer to
initialize.
If the error persists, contact HP Customer
Care. See 
HP Customer Care or the
support flyer that came in the printer box.
Table 12-2    Critical error messages (continued)
ENW W Control panel messages 147
 
						

							
Clearing jams
Occasionally, paper or other print media can become jammed during a print job. Some causes
include the following events:
●The input trays are loaded improperly or overfilled.
● Tray 2 or optional Tray 3 is opened during a print job.
● Too many sheets accumulated in the output area or sheets blocked the output area.
● The print media that is being used does not meet HP specifications. See 
Print-media
specifications .
● The environment in which the print media was stored is too humid or too dry. See 
Print-media
specifications .
Where to look for jams
Jams can occur in these locations:
●Inside the printer. See 
To clear jams from inside the printer .
● In input areas. See 
To clear jams from Tray 2 or optional Tray 3 .
● In the output area. See 
To clear jams from the top bin (HP Color LaserJet 2605)
.
Find and remove the jam by using the instructions on the following pages. If the location of the jam is
not obvious, first look inside the printer.
Loose toner might remain in the printer after a jam. This problem should resolve itself after a few
sheets have been printed.
Each section below corresponds to an area where a paper jam could occur. Use the following
procedures to clear the jam. In all cases, grasp the jammed paper by both corners and pull slowly to
remove the paper.
148 Chapter 12   Problem solving ENWW