HP Color LaserJet CM2320nf User Manual

							
15 Problem solve
●Problem-solving checklist
●
Restore the factory-set defaults
●
Control-panel messages
●
Clear jams
●
Solve image-quality problems
●
Solve connectivity problems
●
Solve software problems
●
Solve scan-to-e-mail problems
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Problem-solving checklist
Follow these steps when trying to solve a problem with the product.
Step
numberVerification stepPossible problemsSolutions
1Is the power on?No power due to failed power source, cable,
switch, or fuse.1.Verify that the product 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 product directly into the wall or into
a different outlet.
Print engine motor does not rotate.1.Verify that the print cartridges are
properly installed. Look at the control-
panel messages and follow the
instructions to remove and replace the
cartridges.
2. Verify that the top cover is closed
ADF motor does not rotate.1.Open the ADF cover and remove any
orange shipping tape inside the ADF.
2. Verify that the ADF cable is connected
correctly to the scanner.
3. If the ADF motor still does not rotate,
replace the ADF.
Scanner bulb does not light.If the scanner bulb does not light, contact
HP Support.
2Does  Ready  appear in the
product control panel?
The control panel should
function without error
messages.Control panel shows an error.See Control-panel messages on page 203
for a list of common messages that will help
you correct the error.
3 Do information pages print?
Print a configuration page. See
Information pageson page 168. An error message appears on the control-
panel display.
See Control-panel messages on page 203
for a list of common messages that will help
you correct the error.
Paper jams when printing. Make sure that media that meets HP specifications. See Paper and print
media on page 53
Clean the paper path. See 
Clean the paperpath on page 191 .
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Step
numberVerification stepPossible problemsSolutions
4Does the product copy?
Place the configuration page
into the ADF and make a copy.
The report should feed
smoothly through the ADF, and
copies should print without
print-quality problems. Make a
copy from the flatbed as well.Poor copy quality from the ADF.If the print quality from the internal tests and
the copy from the flatbed were acceptable,
clean the ADF scanning strip. See 
Clean the
scanner glass on page 195.
The ADF is damaged. Replace the ADF.
Paper jams when printing.Make sure that media that meets
HP specifications. See Paper and print
media on page 53
Clean the paper path. See 
Clean the paperpath on page 191 .
Poor copy quality from the flatbed.1. If the print quality from the internal tests
and the copy from the ADF were
acceptable, clean the flatbed glass.
See 
Clean the scanner glass
on page 195.
2. If, after performing the maintenance,
the problem persists, see 
Copy
problems on page 227.
Media does not move smoothly through the
ADF path.1. Clean the ADF pick roller and the ADF
separation pad. See Clean the
automatic document feeder (ADF)pickup roller assembly on page 192.
2. If the problem persists, replace the
ADF pick roller.
3. If the problem persists, replace the
ADF.
5Does the product send a fax?
Press  Start Fax  to verify that a
dial tone exists (using a hand
set, if necessary). Attempt to
send a fax.The telephone line is not operational or the
product is not plugged into the telephone line.Perform a fax test to verify that the phone
line works and is plugged into the correct
port (see 
Perform a fax test on page 152 ).
6 Does the product receive a
fax?
Use another fax machine to
send a fax to the product, if
available. You might need to provide a password.Type the password.
Too many telephone devices are plugged in,
or telephone devices are not connected in the
correct order.Make sure that the HP Color LaserJet
CM2320 MFP Series is the only device on
the telephone line and try again to receive
the fax.
The product fax settings are set incorrectly.Review and reset the product fax settings.
See 
Change fax settings on page 123
The Private Receive feature is turned on. Turn Private Receive off or use the preset
PIN to access and print the faxes.
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Step
numberVerification stepPossible problemsSolutions
7Does the product print from
the computer?
Use a word-processing
program to send a print job to
the product.Software is not installed correctly or an error
occurred during software installation.Uninstall and then reinstall the product
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.
There is a port driver problem in Microsoft
Windows.Uninstall and then reinstall the product
software. Verify that you are using the
correct installation procedure and the
correct port setting.
8Does the product scan to the
computer?
Initiate a scan from the basic
desktop software at your
computer.The cable is not connected correctly.Reconnect the cable.
Software is not installed correctly or an error
occurred during software installation.Uninstall and then reinstall the product
software. Verify that you are using the
correct installation procedure and the
correct port setting.
If the error persists, turn off the product and then turn on the product.
9 Does the device recognize and print from a memory
card?
Insert a memory card and print
an index page. See 
Print amemory card thumbnail sheeton page 164. The device does not recognize the card.
1.
Remove the card and reinsert it into the
slot. Verify that the card is fully inserted
into the slot.
2. Verify that the memory-card type is a
supported type.
3. Verify that only one card is inserted in
the memory card slots.
The device does not print certain images. Verif y that the files on the memory card are
in the correct format. The device recognizes
only SRGB format .JPEG files.
Restore the factory-set defaults
Restoring the factory-set defaults returns all of the settings to the factory defaults, and it also clears the
fax header name, phone number, speed dials, and any stored faxes in the product memory.
CAUTION: This procedure also clears all fax numbers and names that are associated with one-touch
keys and speed-dial codes, and deletes any pages that are stored in the memory. The procedure then
automatically restarts the product.
1. On the product control panel, press  Setup.
2. Use the arrows buttons to select  Service, and then press  OK.
3. Use the arrows buttons to select  Restore defaults, and then press OK.
The product automatically restarts.
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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, if
appropriate. When the product is receiving fax data, print data, or scanning commands, control-panel
messages indicate this status. In addition, alert messages, warning messages, and critical error
messages indicate situations that might require some action.
Table 15-1  Control-panel messages 
Control panel messageDescriptionRecommended action
10.0000 Supply Memory ErrorA specific print cartridge has an e-label error.
●10.0000 = black
● 10.0001 = cyan
● 10.0002 = magenta
● 10.0003 = yellowRemove and reinstall the print cartridge.
Turn off and then turn on the product.
If the problem is not solved, replace the
cartridge.
10.1000 Supply Memory ErrorA specific print cartridge has a faulty or
missing e-label.Reinstall the print cartridge.
Turn off and then turn on the product.
If the problem is not solved, replace the
cartridge.
49 Error, Turn off then onThe product has experienced a firmware
error. Under most conditions, the product will
power cycle automatically.Turn off the power by using the power switch,
wait at least 30 seconds, and then turn on the
power and wait for the product to initialize.
If the error persists, contact HP. See
www.hp.com/support/CM2320series
 or the
support flyer that came in the product box.
50.x Fuser ErrorThe product has experienced an internal
hardware error.1. Turn off the power by using the power
switch, and then wait at least 30
seconds.
2. If a surge protector is being used,
remove it. Plug the product directly into
the wall socket.
3. Turn on the power and wait for the
product to initialize.
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
52 Scanner Error The product has experienced an internal
hardware 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 product to initialize.
If a surge protector is being used, remove it.
Plug the product directly into the wall socket.
Use the power switch to turn the product on.
If the error persists, contact HP. See
www.hp.com/support/CM2320series
 or the
support flyer that came in the product box.
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Control panel messageDescriptionRecommended action
57 Fan Error, Turn off then onThe product 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 product to initialize.
If the error persists, contact HP. See
www.hp.com/support/CM2320series or the
support flyer that came in the product box.
79 Error Turn off then onThe product has experienced an internal
firmware error. Under most conditions, the
product will power cycle automatically.Turn off the power by using the power switch,
wait at least 30 seconds, and then turn on the
power and wait for the product to initialize.
If a surge protector is being used, remove it.
Plug the product directly into the wall socket.
Use the power switch to turn the product on.
If a memory DIMM is installed, turn the
product off and remove the DIMM. Then turn
on the product and see if the problem is
resolved. If so, replace the DIMM.
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
ADF door is openThe ADF lid is open or a sensor is
malfunctioning.Make sure that the ADF lid is closed.
Remove the ADF and reinstall it.
If the message persists, turn off the power by
using the power switch, wait at least 30
seconds, and then turn on the power and wait
for the product to initialize.
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
Canceled copy. Clear documentThe  Cancel  button was pressed to cancel the
current job while pages were feeding from the
ADF. The cancel process does not
automatically clear the ADF.Remove the jammed item. See Clear jams
from the ADF on page 215 . Then, clear the
items in the ADF tray and start over.
Comm. error [Sender CSID]A fax communication error occurred between
the product and the sender.Run a fax line test.
Allow the product to retry sending the fax.
Unplug the product telephone cord from the
wall, plug in a telephone, and try making a
call. Plug the product phone cord into a jack
for another phone line.
Try a different phone cord.
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
Device error, press OKGeneric engine error.This is a warning message only. Job output
might be affected.
Device is busy. Try again laterThe product is currently in use.Wait for the product to finish the current job.
Doc feeder jam ADF has not been cleared since previous
jam.Clear the jam.
Table 15-1
  Control-panel messages  (continued)
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Control panel messageDescriptionRecommended action
Doc feeder jam Clear, ReloadA piece of media is jammed in the ADF tray.Open the document release door, clear the
jam, close the document release door, and
reload the paper into the ADF tray.
If the error persists, contact HP. See
www.hp.com/support/CM2320series or the
support flyer that came in the product box.
Document feeder mispick. ReloadMedia in the ADF tray was not picked up.Remove the media from the ADF tray, and
then reload it.
Clean the ADF pickup roller. See 
Clean theautomatic document feeder (ADF) pickup
roller assembly on page 192 .
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
Door openThe print-cartridge door is open.Close the print-cartridge door.
Engine Comm. ErrorThe product has experienced an engine
communication timeout 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 product to initialize.
If a surge protector is being used, remove it.
Plug the product directly into the wall socket.
Use the power switch to turn the product on.
If the error persists, contact HP. See
www.hp.com/support/CM2320series  or the
support flyer that came in the product box.
Engine comm. errorThe product experienced a print engine
communication error.Actions that do not require the print engine
(such as sending a fax) can still be performed;
however, printing is not available.
Engine error, press OKThe product experienced a print engine error.This is a warning message only. Job output
might be affected.
Fit to Page on flatbed onlyThe copy reduce/enlarge feature (called Fit
to Page) applies only to copies made from
the flatbed scanner.Use the flatbed or select another reduction/
enlargement setting.
Install black cartridge
Install cyan cartridge
Install magenta cartridge
Install yellow cartridgeOne of the color cartridges is not installed with
the door closed.Install the indicated color cartridge.
Invalid driver Press OKYou are using the incorrect printer driver.Select the printer driver that is appropriate for
your product.
Invalid entryInvalid data or response.Correct the entry.
Jam in (area), Open door and clear jamPaper jam in one of the following areas: drum
area, fuser area, duplex feeding area, duplex
receiving area, and duplex pickup area.Clear the jam from the area indicated on the
product control panel, and then follow the
control panel instructions. See 
Clear jamson page 207 .
Jam in Tray #, Clear jam and then press
OK The product has detected a jam in one of the
following areas: tray 1, tray 2, or tray 3.Clear the jam from the area indicated on the
product control panel, and then follow the
Table 15-1
  Control-panel messages  (continued)
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Control panel messageDescriptionRecommended action
control panel instructions. See Clear jams
on page 207.
Load paperOut of paper in all available trays.Load paper in trays.
Load Tray #  , Press OK to
use available mediaDevice is processing job, but a matching tray
is empty.Press  OK to use existing available media.
Load Tray 1,   / Cleaning
mode, OK to startLoad a clean blank sheet of paper. Cleaning
mode paper prompt.Press  OK to begin the cleaning procedures.
Manual duplex Load tray #, Press OKManual duplex mode. “#” is the tray number
where the first half of the job printed.Load paper in the correct tray in the correct
orientation.
Manual feed  , Press OK to
use available mediaPrint Manual Feed mode.Load paper into tray 1.
Memory is low Try again laterThe product does not have enough memory
to start a new job.Wait until the current job is finished before
starting a new job. Turn power off and then
on to clear memory.
Memory is low. Press OKThe product memory has been almost
completely filled.Allow the product to finish the job, or press
Setup  to cancel the job. Turn power off and
then on to clear memory.
Memory low Only 1 copy made Press OK
to continueThe product does not have enough memory
to complete the collated copy job.Break the job into smaller jobs that contain
fewer pages. Turn power off and then on to
clear memory.
Misprint, Press OKFeed delay misprint.Verify that the media was inserted far enough
into the input tray. In tray 2, verify that the
paper-length guide is in the correct position
for the media size that you are using. Reload
paper.
Non-HP supply InstalledA new supply has been installed that is not
made by HP. This message is appears for
several seconds, and then the product
returns to the Ready state.If you believe you purchased an HP supply,
please call the HP fraud hotline at
1-877-219-3183. Service or repairs that are
required as a result of using non-HP supplies
is not covered under HP warranty.
Order black cartridge
Order cyan cartridge
Order magenta cartridge
Order yellow cartridgeA color print cartridge is low.Order the indicated color print cartridge.
Print failure Press OK If error repeats turn
off then onThe product could not print the current page
because of its complexity.Press Setup  to clear the message.
Allow the product to finish the job, or press
Cancel  to cancel the job.
Scanner error #, Turn off then on The product has experienced an error in the
scanner sub-assembly area.Turn off the power by using the power switch,
wait at least 30 seconds, and then turn on the
power and wait for the product to initialize.
If a surge protector is being used, remove it.
Plug the product directly into the wall socket.
Use the power switch to turn the product on.
If the error persists, contact HP. See
www.hp.com/support/CM2320series
 or the
support flyer that came in the product box.
Table 15-1   Control-panel messages  (continued)
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Control panel messageDescriptionRecommended action
Scanner reserved for PC scanA computer is using the product to create a
scan.Wait until the computer scan has finished, or
cancel the scan from the computer software,
or press Cancel.
Scanning error Cannot connectThe product cannot transmit scan information
to a computer.Verify that the connection cable is not loose
or damaged. Replace the cable if necessary,
and try the scan again.
Settings clearedThe product has cleared job settings.Re-enter any appropriate job settings.
Used black installed
alternates with
to accept, press OK A used printer cartridge has been installed or
moved.
Press 
OK to return to the Ready state.
Clear jams
Causes of 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, or the media guides are not set properly.
● Media is added to or removed from an input tray during a print job or an input tray is removed from
the product during a print job.
● The cartridge door is opened during a print job.
● Too many sheets have accumulated in an output area, or sheets are blocking an output area.
● The print media that is being used does not meet HP specifications. See 
Paper and print media
on page 53
.
● The media is damaged or has foreign objects attached to it, such as staples or paper clips.
● The environment in which the print media was stored is too humid or too dry. See 
Paper and print
media on page 53
.
Table 15-1   Control-panel messages  (continued)
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Where to look for jams
Jams can occur in these locations:
●In the automatic document feeder (ADF)
● In input areas
● In the automatic duplexer (where applicable)
● In output areas
● Inside the product (paper path)
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 product.
Loose toner might remain in the product after a jam. This problem typically resolves itself after a few
sheets have been printed.
Clear jams in tray 1
NOTE: If the sheet tears, make sure that all of the fragments are removed before you resume printing.
Pull the jammed sheet from tray 1.
If paper has entered far enough into tray 1, remove tray 2, drop the tray 1 plate down, and then remove
the paper from the opening.
Clear jams in tray 2
1.Pull out tray 2 and place it on a flat surface.
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