HP Color LaserJet 3600n User Manual

							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