HP LaserJet P4015n User Manual

							10 Solve problems
●Solve general problems
●
Restore factory settings
●
Interpret control-panel messages
●
Jams
●
Solve print-quality problems
●
Solve performance problems
●
Solve connectivity problems
●
Solve common Windows problems 
●
Solve common Macintosh problems
●
Solve Linux problems
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							Solve general problems
If the product is not responding correctly, complete the steps in the following checklist, in order. If the
product does not pass a step, follow the corresponding troubleshooting suggestions. If a step resolves
the problem, you can stop without performing the other steps on the checklist.
Troubleshooting checklist
1.Make sure the product Ready light is on. If no lights are on, complete these steps:
a.Check the power-cable connections.
b.Check that the power switch is on.
c.Make sure that the line voltage is correct for the product power configuration. (See the label
that is on the back of the product for voltage requirements.) If you are using a power strip and
its voltage is not within specifications, plug the product directly into the wall. If it is already
plugged into the wall, try a different outlet.
d.If none of these measures restores power, contact HP Customer Care.
2.Check the cabling.
a.Check the cable connection between the product and the computer or network port. Make
sure that the connection is secure.
b.Make sure that the cable itself is not faulty by using a different cable, if possible.
c.Check the network connection. See 
Solve network problems on page 188.
3.Check to see if any messages appear on the control-panel display. If any error messages appear,
see 
Interpret control-panel messages on page 143.
4.Ensure that the paper that you are using meets specifications.
5.Print a configuration page. See 
Print the information and show-me-how pages on page 104. If the
product is connected to a network, an HP Jetdirect page also prints.
a.If the pages do not print, check that at least one tray contains paper.
b.If the page jams in the product, see 
Clear jams on page 162.
6.If the configuration page prints, check the following items.
a.If the page does not print correctly, the problem is with the product hardware. Contact
HP Customer Care.
b.If the page prints correctly, then the product hardware is working. The problem is with the
computer you are using, with the printer driver, or with the program.
7.Select one of the following options:
Windows: Click Start, click Settings, and then click Printers, or Printers and Faxes. Double-
click the name of the product.
-or-
Mac OS X: Open Print Center or Printer Setup Utility, and double-click the line for the product.
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							8.Verify that you have installed the printer driver for this product. Check the program to make sure
that you are using the printer driver for this product.
9.Print a short document from a different program that has worked in the past. If this solution works,
then the problem is with the program you are using. If this solution does not work (the document
does not print) complete these steps:
a.Try printing the job from another computer that has the product software installed.
b.If you connected the product to the network, connect the product directly to a computer with
a USB cable. Redirect the product to the correct port, or reinstall the software, selecting the
new connection type that you are using.
Factors that affect product performance
Several factors affect the time it takes to print a job:
●Maximum product speed, measured in pages per minute (ppm)
●The use of special paper (such as transparencies, heavy paper, and custom-size paper)
●Product 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 memory installed in the product
●The network operating system and configuration (if applicable)
NOTE:Although additional memory can improve how the product handles complex graphics and
improve download times, it will not increase maximum product speed (ppm).
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							Restore factory settings
Use the RESETS menu to restore factory settings.
1.
Press Menu 
.
2.Press the down arrow 
 to highlight CONFIGURE DEVICE, and then press OK.
3.Press the down arrow 
 to highlight RESETS, and then press OK.
4.Press the down arrow 
 to highlight RESTORE FACTORY SETTINGS, and then press OK to reset
the product to the original factory settings.
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							Interpret control-panel messages
Control-panel message types
Four types of control-panel messages can indicate the status of or problems with the product.
Message typeDescription
Status messagesStatus messages reflect the current state of the product. They inform you of normal product operation
and require no interaction to clear them. They change as the state of the product changes. Whenever
the product is ready, not busy, and has no pending warning messages, the status message Ready
appears if the product 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 OK is pressed. Some warning messages are clearable.
If CLEARABLE WARNINGS is set to JOB on the product 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 is set on the menus, the product
will continue normal operation after an auto-continuable error message appears for 10 seconds.
NOTE:Pressing 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 product failure. Some of these messages can be cleared by
turning the product off and then on. These messages are not affected by the AUTO-CONTINUE
setting. If a critical error persists, service is required.
Control-panel messages
Table 10-1  Control-panel messages
Control panel messageDescriptionRecommended action
10.94.YY REMOVE SHIPPING LOCKS
FROM CARTRIDGE 
For help press At least one shipping lock is installed.1.Open the top cover.
2.Pull the tape and then remove the print
cartridge.
3.Remove the orange tabs from the print
cartridge.
4.Remove the plastic insert and foam from
the print cartridge area.
5.Reinsert the print cartridge and then
close the top cover.
10.XX.YY SUPPLY MEMORY ERROR
For help press An error has occurred in one or more of the
products supplies. Values of XX and YY are
listed below:
XX00 = memory is defective
XX01 = memory is missing
YY00 = cartridge1.Turn the product off and then on to clear
the message.
2.If the message persists, contact an HP-
authorized service or support provider.
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							Control panel messageDescriptionRecommended action
11. INTERNAL CLOCK ERROR
To continue press OKThe real time clock has experienced an error.Printing can continue, but a prompt will
appear every time the product is turned on.
To resolve the issue, contact an HP-
authorized service or support provider.
13.JJ.NT DEVICE WARNINGThe external device sent a warning.No action is necessary.
13.JJ.NT JAM IN A jam has occurred in the specified location.Remove jammed paper from the specified
location.
If the message persists after all jams have
been cleared, a sensor might be stuck or
broken. Contact an HP-authorized service or
support provider.
13.JJ.NT JAM INSIDE A jam has occurred in the specified location.Remove jammed paper from the specified
location.
If the message persists after all jams have
been cleared, a sensor might be stuck or
broken. Contact an HP-authorized service or
support provider.
13.JJ.NT PAPER JAM OPEN INPUT
TRAYS
alternates with
Open all traysA jam has occurred in an input tray.1.Open the top cover.
2.Remove the print cartridge and any
paper.
3.Reinstall the print cartridge and close
the top cover.
4.Close all trays.
21 PAGE TOO COMPLEX
For help press 
alternates with
21 PAGE TOO COMPLEX
To continue press OK
The data (dense text, rules, raster or vector
graphics) sent to the product was too
complex.1.Press OK to print the transferred data
(some data might be lost).
2.If this message appears often, simplify
the print job or install additional memory.
22 EIO X BUFFER OVERFLOW
To continue press OKToo much data was sent to the EIO card in
the specified slot [X]. An improper
communications protocol might be in use.
Note: EIO 0 is reserved for the HP Jetdirect
embedded print server.1.Press OK to clear the message. (The job
will not be printed.)
2.Check the host configuration. If the
message persists, contact an HP-
authorized service or support provider.
22 EMBEDDED I/O BUFFER OVERFLOW
To continue press OKToo much data was sent to the products
internal HP Jetdirect.Press OK to continue printing. Some data
may be lost.
22 USB I/O BUFFER OVERFLOW
To continue press OKToo much data was sent to the USB port.Press OK to clear the error message. (The job
will not be printed.)
40 EIO X BAD TRANSMISSION
To continue press OKThe connection has been broken between
the product and the EIO card in the specified
slot [X].
Note: EIO 0 is reserved for the HP Jetdirect
embedded print server.Press OK to clear the error message and
continue printing.
Table 10-1  Control-panel messages (continued)
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							Control panel messageDescriptionRecommended action
40 EMBEDDED I/O BAD TRANSMISSION
To continue press OKThe connection has been broken between
the product and HP Jetdirect print server.Press OK to clear the error message and
continue printing.
41.3 UNEXPECTED SIZE IN TRAY
For help press 
alternates with
LOAD TRAY XX [TYPE] [SIZE]
To use another tray press OK
This is typically caused if two or more sheets
stick together in the product or if the tray is
not properly adjusted.1.Reload the tray with the correct paper
size.
2.Make sure the paper size that is
specified in the software program, the
printer driver, and the control panel are
all the same.
3.Press OK to scroll to TRAY XX SIZE=.
Reconfigure the size in a tray so that the
product will use a tray that contains the
size required for the print job.
4.If the error does not clear, turn the
product off and then on.
5.If the message persists, contact an HP-
authorized service or support provider.
41.X ERROR
For help press 
alternates with
41.X ERROR
To continue press OK
A temporary printing error occurred.1.Press OK. The page containing the error
automatically reprints if jam recovery is
enabled.
2.Turn the product off and then on.
3.If the message persists, contact an HP-
authorized service or support provider.
49.XXXX ERROR
To continue turn off then onA critical firmware error has occurred.
This error could be caused by several
external influences that are not directly
related to the product hardware or firmware:
●The computer operating system
●The network connection
●The printer driver
●The software application
●The document file
To help isolate the cause of the problem,
identify the actions you were performing
before the error occurred.1.Turn the product off, leave it off for
20 minutes, and then turn it on.
2.If you can isolate the cause of the error
to an external influence, try to resolve
the problem by repairing the external
component.
3.If the message persists, contact an HP-
authorized service or support provider.
50.X Fuser Error
For help press A fuser error has occurred.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
51.XY ERROR
For help press 
alternates with
51.XY ERRORA temporary printing error occurred.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
Table 10-1  Control-panel messages (continued)
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							Control panel messageDescriptionRecommended action
To continue turn off then on
52.XY ERROR
For help press 
alternates with
52.XY ERROR
To continue turn off then on
A temporary printing error occurred.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
53.XY.ZZ CHECK RAM DIMM SLOT There is a problem with the product memory.
The DIMM that caused the error will not be
used.
Values of X and Y are as follows:
●X = DIMM type, 0 = ROM, 1 = RAM
●Y = DIMM location, 0 = Internal memory
(ROM or RAM), 1 = DIMM slot 1Press OK to continue if you are prompted.
If the message continues, you might need to
replace the specified DIMM. Turn the product
off, and then replace the DIMM that caused
the error.
54.XX ERROR
To continue turn off then onThis message is typically related to a sensor
issue.Turn the product off and then on.
If the message persists, contact an HP-
authorized service or support provider.
55.XX.YY DC CONTROLLER ERROR
For help press 
alternates with
55.XX.YY DC CONTROLLER ERROR
To continue turn off then on
A temporary printing error occurred.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
56. ERROR
For help press 
alternates with
56. ERROR
To continue turn off then on
A temporary printing error occurred as a
result of an incorrect input or output request.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
57. ERROR
For help press 
alternates with
57. ERROR
To continue turn off then onA temporary printing error occurred in one of
the product fans.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
Table 10-1  Control-panel messages (continued)
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							Control panel messageDescriptionRecommended action
58. ERROR
For help press 
alternates with
58. ERROR
To continue turn off then on
A product error has occurred where a
memory tag CPU error was detected, or there
is a problem with the air sensor or power
supply.To resolve problems with the power supply:
1.Remove the product from any UPS
supplies, additional power supplies, or
power strips. Plug the product into a wall
outlet and see if this resolves the
problem.
2.If the product is already plugged into a
wall outlet, try another power source in
the building that is independent of the
one currently being used.
The line voltage and current source at the
product location might need to be inspected
to ensure that they meet the electrical
specifications for the product.
If the message persists, contact an HP-
authorized service or support provider.
59. ERROR
For help press 
alternates with
59. ERROR
To continue turn off then on
A temporary printing error occurred.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
60. ERRORAn error has occurred while the product was
attempting to lift the tray designated by X.1.Open the tray and remove the paper.
2.Open the guides and look for any torn
pieces of paper or foreign objects inside
the tray.
3.Replace the paper and close the tray.
4.Turn the product off and then on.
5.If the message persists, contact an HP-
authorized service or support provider.
62 NO SYSTEM
To continue turn off then onThis message indicates that no system was
found. The product software system is
corrupt.1.Turn the product off and then on.
2.If the message persists, contact an HP-
authorized service or support provider.
65.XY.ZZ OUTPUT DEVICE
DISCONNECTED
For help press An output device was removed while the
product was turned on.To continue printing, you must do one of the
following:
●Reconnect the output device.
●Turn the product off and then on.
If the message persists, contact an HP-
authorized service or support provider.
66.XY.ZZ INPUT DEVICE ERROR
For help press 
alternates withThe external paper-handling controller has
detected a problem.Check the cables, and then turn the product
off and then on.
Table 10-1  Control-panel messages (continued)
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							Control panel messageDescriptionRecommended action
66.XY.ZZ INPUT DEVICE ERROR
Check cables and turn off then on
66.XY.ZZ INPUT DEVICE FAILURE
For help press 
alternates with
66.XY.ZZ INPUT DEVICE FAILURE
Check cables and turn off then on
An error occurred in an external paper-
handling accessory.1.Turn the product off.
2.Check that the accessory is properly
seated on and connected to the product,
without any gaps between the product
and the accessory. If the accessory
uses cables, disconnect and reconnect
them.
3.Turn the product on.
4.If the message persists, contact an HP-
authorized service or support provider.
66.XY.ZZ OUTPUT DEVICE ERROR
For help press 
alternates with
66.XY.ZZ OUTPUT DEVICE ERROR
Check cables and turn off then on
The external paper-handling controller has
detected a problem.Check the cables, and then turn the product
off and then on.
66.XY.ZZ OUTPUT DEVICE FAILURE
For help press 
alternates with
66.XY.ZZ OUTPUT DEVICE FAILURE
Turn off, check connection, turn on
An error occurred in an external paper-
handling accessory.1.Turn the product off.
2.Check that the accessory is properly
seated on and connected to the product,
without any gaps between the product
and the accessory. If the accessory
uses cables, disconnect and reconnect
them.
3.Turn the product on.
4.If the message persists, contact an HP-
authorized service or support provider.
66.XY.ZZ SERVICE ERROR
For help press 
alternates with
66.XY.ZZ SERVICE ERROR
Check cables and turn off then on
The external paper-handling controller has
detected a problem.Check the cables, and then turn the product
off and then on.
68.X PERMANENT STORAGE FULL
For help press 
alternates with
68.X PERMANENT STORAGE FULL
To continue press OKThe permanent storage is full. Some settings
might have been reset to the factory defaults.1.If the error does not clear, turn the
product off and then on.
2.Print a configuration page and check the
product settings to determine which
values have changed.
3.Turn the product off, then press and hold
Menu 
 while turning the product on to
clean up permanent storage.
4.If the message persists, contact an HP-
authorized service or support provider.
Table 10-1  Control-panel messages (continued)
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