HP Color LaserJet 3600 User Manual
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8 Problem solving This chapter describes what to do if problems arise with your printer. ● Basic troubleshooting checklist ● Control-panel message types ● Control-panel messages ● Jams ● Common causes of jams ● Clearing jams ● Paper-handling problems ● Troubleshooting-information pages ● Printer response problems ● Printer control-panel problems ● Color-printing problems ● Incorrect printer output ● Macintosh problems ● Software program problems ● Print-quality troubleshooting ENWW 117
Basic troubleshooting checklist If you are experiencing problems with the printer, use the following checklist to identify the cause of the problem: ● Is the printer connected to power? ● Is the printer on? ● Is the printer in the Ready state? ● Are all necessary cables connected? ● Do any messages appear on the control panel? ● Are genuine HP supplies installed? ● Were recently replaced print cartridges installed correctly, and was the pull tab on the cartridge removed? For additional information about installation and setup, see the printer getting started guide. If you cannot find solutions to printer problems in this guide, go to the appropriate Web site: ● HP Color LaserJet 3000 Series printer: www.hp.com/support/clj3000 ● HP Color LaserJet 3600 Series printer: www.hp.com/support/clj3600 ● HP Color LaserJet 3800 Series printer: www.hp.com/support/clj3800 Factors that affect printer performance Several factors affect the ti me it takes to print a job: ● Maximum printer speed, measured in pages per minute (ppm) ● The use of special paper (such as transpar encies, heavy paper, and custom-size paper) ● Printer processing and download time ● The complexity and size of graphics ● The speed of the computer you are using ● The USB connection ● The printer I/O configuration ● The amount of printer memory installed ● The network operating system and configuration (if applicable) ● Printer personality (HP JetReady, PCL, or PS) NOTE Although additional printer memory can resolve memory problems, improve how the printer handles complex graphics, and improve download times, it will not increase maximum printer speed (ppm). 118 Chapter 8 Problem solving ENWW
Control-panel message types Four types of control-panel messages can indicate the status of or problems with the printer. Message typeDescription Status messagesStatus messages reflect the current state of the printer. They inform you of normal printer operation and require no interaction to clear them. They change as the state of the printer changes. Whenever the printer is ready, not busy, and has no pending warning messages, the status message Ready appears if the printer is online. Warning messagesWarning messages inform you of data and print errors. These messages typically alternate with the Ready or status messages and remain until the button is pressed. Some warning messages are clearable. If CLEARABLE WARNINGS is set to JOB on the printer CONFIGURE DEVICE menu, the next print job clears these messages. Error messagesError messages communicate that some action must be performed, such as adding paper or clearing a jam. Some error messages are auto-continuable. If AUTO CONTINUE=ON is set on the menus, the printer will continue normal operation after an auto-co ntinuable error message appears for 10 seconds. NOTEPressing any button during the 10-second auto-continuable error message overrides the auto-continue feature, and the button function takes precedence. For example, pressing the Stop button pauses printing and offers the option to cancel the print job. Critical-error messages Critical error messages inform you of a device failure. Some of these messages can be cleared by turning the printer off and then on. These messages are not affected by the AUTO CONTINUE setting. If a critical error persists, service is required. The following table lists and describes control-panel messages. ENWW Control-panel message types 119
Control-panel messages Control panel messageDescriptionRecommended action 10.32.YY UNAUTHORIZED SUPPLY Unauthorized supply in use alternates with For help press A new, non-HP supply has been installed. This message appears until an HP supply is installed or you press . If you believe you purchased an HP supply, please go to www.hp.com/go/anticounterfeit . Service or repairs required as a result of using non-HP supplies are not covered under HP warranty. To continue printing, press . The first pending print job will be cancelled. 10.94.YY REMOVE SHIPPING LOCKS FROM ALL CARTRIDGESAt least one print cartridge still has a shipping lock attached.1. Remove all the print cartridges and check for orange shipping locks on each end of each cartridge. Remove any shipping locks that remain. 2. Reinstall the print cartridges. 10.XX.YY SUPPLY MEMORY ERROR For help press The printer cannot read or write to at least one print cartridge memory tag, or at least one memory tag is missing.1.Open the front door. 2. Remove the print cartridges, and then reinstall them. 3. Close the front door. 4. Turn the printer off and then on. 5. If the error persists, contact HP Support. 11.XX INTERNAL CLOCK ERROR alternates with To continue press The printers internal clock is not working correctly. Printing can continue, but you are prompted to set the date and time each time you turn the printer on.Contact HP support. 13.XX.YY DUPLEX JAM INSIDE FRONT DOOR alternates with For help press A jam has occurred inside the front door.Open the front door and clear the jam. See Clearing jams. If the message persists after clearing all pages and exiting Help, contact HP Support. 13.XX.YY DUPLEX PA TH JAM FRONT DOOR alternates with For help press A jam has occurred in the duplex output area inside the front door.Open the front door and clear the jam. See Clearing jams. If the message persists after clearing all pages and exiting Help, contact HP Support. 13.XX.YY FUSER JAM INSIDE TOP COVER alternates with For help press A jam has occurred in the fuser.Open the top cover and clear the jam. CAUTION The fuser is hot. Wait 10 minutes for it to cool. See Clearing jams. If the message persists after clearing all pages and exiting Help, contact HP Support. 13.XX.YY JAM IN TRAY 1 alternates with A page is jammed in the multipurpose tray. Clear the jam, and then press . See Clearing jams. 120 Chapter 8 Problem solving ENWW
Control panel messageDescriptionRecommended action Clear jam then press If the message persists after clearing all pages, contact HP Support. 13.XX.YY JAM IN TRAY 2A page is jammed in tray 2.Remove tray 2, clear the jam, and then reinstall tray 2. See Clearing jams. If the message persists after clearing all pages, contact HP Support. 13.XX.YY JAM IN TRAY X alternates with Clear jam then press A page is jammed in tray 1 or tray 3.Clear the jam, and then press . or See Clearing jams . If the message persists after clearing all pages and exiting Help, contact HP Support. 13.XX.YY JAM INSIDE FRONT DOOR alternates with For help press A jam has occurred inside the front door.Press for help. or See Clearing jams . If the message persists after clearing all pages and exiting Help, contact HP Support. 13.XX.YY JAM INSIDE TOP COVER alternates with For help press A page is jammed underneath the front cover.Open the front door and remove any jammed media. 20 INSUFFICIENT MEMORY alternates with For help press To continue press The printer has received more data from the computer than fits in available memory.1. Press to continue printing. NOTE Data will be lost. 2.Reduce the complexity of the print job to avoid this error. 3. Adding memory to the printer may allow printing of more complex pages. 22 EIO X BUFFER OVERFLOW alternates with To continue press For the HP Color LaserJet 3000 and 3800 Series printers only with an EIO device. The printer EIO card in slot X has overflowed its I/O buffer during a busy state.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists, contact HP Support. 22 EMBEDDED I/O BUFFER OVERFLOW HP Color LaserJet 3600 and 3800 Series printers only. The embedded HP Jetdirect print server buffer has overflowed during a busy state.1. Press to continue printing. NOTE A loss of data will occur. 2. If the message persists, contact HP Support. ENWW Control-panel messages 121
Control panel messageDescriptionRecommended action 22 PARALLEL I/O BUFFER OVERFLOW alternates with To continue press For the HP Color LaserJet 3000 and 3800 Series printers only. The printer parallel buffer has overflowed during a busy state.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists after exiting Help, contact HP Support. 22 SERIAL I/O BUFFER OVERFLOW alternates with To continue press For the HP Color LaserJet 3000 and 3800 Series printers only with an EIO device. The printer serial buffer has overflowed during a busy state.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists, contact HP Support. 22 USB I/O BUFFER OVERFLOW alternates with To continue press The printers USB buffer has overflowed during a busy state.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists, contact HP Support. 40 BAD SERIAL TRANSMISSION alternates with To continue press For the HP Color LaserJet 3000 and 3800 Series printers only. A serial data error (parity, framing, or line overrun) has occurred while the printer was receiving data.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists, contact HP Support. 40 EIO X BAD TRANSMISSION alternates with To continue press For the HP Color LaserJet 3000 and 3800 Series printers only with an EIO device. A connection with the card in the EIO slot has broken.1. Press to continue printing. NOTE Data will be lost. 2.If the message persists, contact HP Support. 40 EMBEDDED I/0 BAD TRANSMISSION alternates with To continue press The connection with the HP Jetdirect embedded print server has broken.Press to continue printing. 41.3 UNEXPECTED SIZE IN TRAY X alternates with LOAD TRAY X Media is loaded that is longer or shorter in the feed direction than the size configured for the tray.1. Press to print from a different tray. 2. To print from the current tray, load the tray with the size and type indicated. Ensure that all trays are configured correctly before printing again. See Configuring trays for more information. 41.5 UNEXPECTED TYPE IN TRAY X alternates with LOAD TRAY X The printer senses a different media type than what is configured in the tray. 1. Press to print from a different tray. 2. To print from the current tray, load the tray with the size and type indicated. 122 Chapter 8 Problem solving ENWW
Control panel messageDescriptionRecommended action Ensure that all trays are configured correctly before printing again. See Configuring trays for more information. 41.X ERROR alternates with To continue press A printer error has occurred.1. Press to continue or press for more information. 2. If the message persists after exiting help, turn the printer off and then on. 3. If the message persists, contact HP Support. 49.XXXXX ERROR alternates with To continue turn off then onA critical firmware error has occurred.1.Turn the printer off and then on. 2. If the message persists, contact HP Support. 50.X FUSER ERROR For help press A fuser error has occurred.1.Turn the printer off. 2. Verify the fuser is installed correctly and fully seated. 3. Turn on the printer. 4. If the message persists, contact HP Support. 51.XY ERROR alternates with To continue turn off then onA printer error has occurred.1. Press to continue. 2. If the message persists, turn the printer off and then on. 3. If the message persists, contact HP Support. 52.XY ERROR alternates with To continue turn off then onA printer error has occurred.1. Press to continue. 2. If the message persists, turn the printer off and then on. 3. If the message persists, contact HP Support. 53.10.01 ERROR UNSUPPORTED RAMThe memory DIMM is not a supported DIMM.Install a supported DIMM. See Working with memory . 54.XX ERRORA printer command error has occurred.1.Turn the printer off and then on. 2. If the message persists, contact HP support. 57.XX PRINTER ERROR alternates with To continue turn off then onA printer fan error has occurred.1.Turn the printer off and then on. 2. If the message persists, contact HP Support. 59.XY ERROR alternates with To continue turn off then on A printer motor error has occurred. 1.Turn the printer off and then on. 2. If the message persists, contact HP Support. ENWW Control-panel messages 123
Control panel messageDescriptionRecommended action NOTEThis message might also appear if the transfer unit is missing or incorrectly installed. Ensure that the transfer unit is correctly installed. 62 NO SYSTEMNo system was found.1. Turn the printer off and then on. 2. If the message persists, contact HP Support. 64 ERROR For help press alternates with To continue turn off then on For the HP Color LaserJet 3600 Series printers only. A scan buffer error has occurred.1.Turn the printer off and then on. 2. If the message persists, contact HP Support. 68.X PERMANENT STORAGE FULL alternates with To continue press A non-volatile storage device is full. Press to clear the message. Printing can continue, but unexpected behavior could result. X Description 1 Removable disk (flash or hard) 0 Onboard NVRAM 1. Press to continue. 2. For 68.0 errors, turn the printer off and then on. 3. If a 68.0 error persists, contact HP Support. 4. For 68.1 errors, use the HP Web Jetadmin software to delete files from the disk drive. 5. For 68.1 errors that persist, contact HP Support. 68.X PERMANENT STORAGE WRITE FAIL alternates with To continue press A non-volatile storage device is full. Press to clear the message. Printing can continue, but unexpected behavior could result. X Description 0 Onboard NVRAM 1 Removable disk 1. Press to continue. 2. If the problem persists, contact HP Support. 68.X STORAGE ERROR SETTINGS CHANGED alternates with To continue press One or more printer settings that were saved in the non-volatile storage device are invalid and have been reset to the factory default. Press to clear the message. Printing can continue, but unexpected behavior could result. 1. Press to continue. 2. Turn the printer off and then on. 3. If the message persists, contact HP Support. 79.XXXX ERROR alternates with To continue turn off then onFor the HP Color LaserJet 3000 and 3800 Series printers only. A critical hardware error has occurred.1.Turn the printer off and then on. 2. If the problem persists, contact HP Support. 8X.YYYY EIO ERROR For the HP Color LaserJet 3000 and 3800 Series printers only. The EIO accessory card has encountered a critical error. 1. Turn the printer off and then on. 2. If the problem persists, contact HP Support. 124 Chapter 8 Problem solving ENWW
Control panel messageDescriptionRecommended action 8X.YYYY EMBEDDED JETDIRECT ERRORThe HP Jetdirect embedded print server has encountered a critical error.1.Turn the printer off and then on. 2. If the problem persists, contact HP Support. To change press To skip, press STOP The printer has an internal clock that tracks the date and time. You are prompted to set the correct date and time the first time you turn on the printer.Press to change the date and time. Press Stop to skip this step. You can set the date and time later by using the SYSTEM SETUP menu. If the prompt appears each time you turn on the printer, the clock is not working correctly. Contact HP support. Access Denied MENUS LOCKEDThe printer administrator has enabled the control-panel security mechanism. You cannot modify control-panel settings in this circumstance. The message disappears after a few seconds, and the printer returns to Ready or BUSY state.Contact the printer administrator to change settings. ACTION NOT CURRENTLY AVAILABLE ON TRAY X alternates with Tray size cannot be ANY SIZE/ANY CUSTOMYou are trying to set duplex registration for a tray that is configured for ANY SIZE or ANY CUSTOM . Duplex registration is not available when the tray size is set to either of these settings.Change the size setting for the tray. BAD DUPLEXER CONNECTION alternates with To continue turn off then onThe duplexer is not installed correctly.Turn the printer off and then on to continue. Calibrating...The printer is calibrating.No action necessary. Canceling... The printer is in the process of canceling a job. The message appears while the job is stopped, the paper path is flushed, and any remaining incoming data on the active data channel is received and discarded.No action necessary. Checking paper pathThe engine is turning the rollers to check for possible jams.No action necessary. Checking printerThe engine is performing an internal test.No action necessary. CHOSEN PERSONALITY NOT AVAILABLE alternates with To continue press The printer encountered a request for a personality that did not exist in the printer. The job is cancelled and no pages are printed.1. Press to continue. 2. Try a different driver. NOTE For the HP Color LaserJet 3600 Series printers, you must use the driver that was specifically designed for these printers. CLEANING DISK X% COMPLETE alternates with DO NOT POWER OFF The memory disk is being cleaned. This process might take up to an hour. During this time, no jobs can be printed. Do not turn off the printer. Wait for the process to complete. The printer automatically restarts at the end of the cleaning process. ENWW Control-panel messages 125
Control panel messageDescriptionRecommended action Cleaning...The printer is processing the cleaning page.No action necessary. Clearing event logThis message appears while the event log is cleared. The printer then returns to the SERVICE menu.No action necessary. Clearing paper pathThe printer jammed or detected misplaced media. The printer is attempting to eject these pages automatically.No action necessary. CLOSE TOP COVER AND FRONT DOORThe top cover and front door need to be closed.Close the top cover and front door. CODE CRC ERRORAn error has occurred during a firmware upgrade.1.Reinstall the firmware. 2. If the problem persists, contact HP Support. COLOR RFU FAILEDAn error has occurred during a firmware upgrade.1.Reinstall the firmware. 2. If the problem persists, contact HP Support. Creating...CLEANING PAGEThe printer is generating a cleaning page. The printer returns to the Ready state after the cleaning page is printed.1. Load the cleaning page into tray 1. 2. Press Menu. 3. Select PRINT QUALITY , and then press . 4. Select PROCESS CLEANING PAGE , and then press . DATA RECEIVED alternates with ReadyThe printer received data and is waiting for a form feed. When the printer receives another file, the message disappears. The printer is paused.If the printer is waiting for a form feed, press to continue. If the printer is paused, press Stop to continue. Event Log EmptySHOW EVENT LOG was selected from the control panel, and the event log is empty.No action necessary. Genuine HP supplies installedA new HP cartridge has been installed. The printer returns to the Ready state after approximately 10 seconds.No action necessary. GENUINE HP SUPPLIES DESIGNED FOR alternates with ReadyThis genuine HP supply was not designed for this printer and is not supported. The printer can print with this supply, but print quality might be affected.Replace this supply wi th a genuine HP supply that is designed for this printer. IncorrectThe PIN number is incorrect.Contact the network administrator. INCORRECT CARTRIDGE alternates with For help press A color cartridge is installed in an incorrect slot.Press for help. or See Changing print cartridges for more information. INCORRECT SUPPLIES For status press Two or more print cartridges are installed in an incorrect slot. Press and then press for help. or 126 Chapter 8 Problem solving ENWW