hp Mono/Color LJ News No. 27

HP LaserJet printer product update
November 2004 • Issue 27
hp
Welcome to the HP LaserJet printer product update newsletter! We have many
new and exciting products to introduce this month. Our division continues its
drive towards digital convergence with three new MFPs and the new HP Digital
Sender 9200c—all using the same Digital Sending Software 4.0. Our “work
horse” printer is revamped with the new HP LaserJet 4250/4350 series
printers. Included in this issue are tips and tricks for easier maintenance of our
existing products. Thank you for your support.
Inside . . .
Introducing the HP LaserJet 4250/4350 series printers.................................................................. 2
Introducing the HP LaserJet 4345mfp........................................................................................... 3
Introducing the HP LaserJet 9040/9050mfp................................................................................. 4
Introducing the HP Color LaserJet 9500mfp .................................................................................. 5
Introducing the HP 9200c Digital Sender ..................................................................................... 6
HP LaserJet 2400 series printer unit exchange .............................................................................. 7
HP LaserJet 2400 series printer service PINs and part number changes ........................................... 9
HP LaserJet 3015/3030/3380 all-in-ones—four-wire to two-wire cable adaptor ............................ 11
HP LaserJet 3020/3030 all-in-ones—cleaning the product ........................................................... 12
HP LaserJet 3380 all-in-one—cleaning the product ...................................................................... 13
HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade........................................... 15
HP LaserJet 4100mfp—Optical Assembly missing bushings.......................................................... 17
HP LaserJet 4100/4101mfp—new firmware and product changes ............................................... 18
HP LaserJet 4200/4300/4250/4350 series printer issues .......................................................... 19
AUTO cleaning cannot occur with the duplexer installed .......................................................... 19
Stapler/stacker OUTPUT BIN FULL error ................................................................................. 19
500-sheet feeder product differences ..................................................................................... 20
Paper handling accessory compatibility matrix ........................................................................ 21
HP LaserJet 4250/4350 series printer issues .............................................................................. 22
Broken overfill kicker ............................................................................................................ 22
Stapler/stacker bootloader defect.......................................................................................... 22
Mopying/Job Storage/Collation memory requirements ............................................................ 23
HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave .............. 24
HP LaserJet 9000 series printers and mfps—print cartridges page variance ................................... 26
HP Color LaserJet 9850mfp—firmware upgrade to 43-0000........................................................ 27
Routing e-mail in Microsoft® Exchange 2000............................................................................. 28
Embedded HP Jetdirect network troubleshooting ......................................................................... 30
HP Restricted
Introducing the HP LaserJet 4250/4350 series printers
Both the HP LaserJet 4250 and 4350 series
printers are ideal for large workgroups needing
optimum performance for their everyday
documents.
The HP LaserJet 4350 series printer offers
exceptionally fast print speeds of up to 55 ppm
and a fast first page out speed of less than 8
seconds to maximize productivity. The
HP LaserJet 4250 series printer offers a print
speed of up to 45 ppm with consistently highquality documents. Both printers offer a versatile
design that lets you expand paper input, output,
and finishing capabilities.
The accessories listed in the table below work
with both HP LaserJet 4250 and 4350 series
printers for optimum versatility.
Specifications
HP LaserJet 4350n printer
Accessories for HP LJ 4250/4350
Part number
Q2440B
Print speed (letter)
4250: up to 45 ppm; 4350: up to 55 ppm
500-sheet input tray
First page out
Less than 8 seconds
1,500-sheet input tray
Q2444B
Warranty
One-year, return to HP authorized service center, limited warranty
500-sheet stacker
Q2442B
Street price
4250: $899.00, 4350n: $1,649.00 (U.S. dollars)
500-sheet stapler/stacker
Q2443B
75-sheet envelope feeder
Q2438B
4250/4350n models
4250 P/N
4350 P/N
Automatic two-sided printing unit
Q2439B
HP LaserJet 4250 printer
Q5400A
N/A
J6073A
Q2445B
•
100-sheet multipurpose tray
20 GB HP high performance EIO
hard disk
•
500-sheet input tray 2
Printer stand with storage cabinet
•
48 MB RAM total
HP LaserJet 4250n/4350n printers
Q5401A
Q5407A
Q5402A
Q5408A
Q5403A
Q5409A
Q5404A
Q5410A
All of the features of the 4250 model plus:
•
4250n: 64 MB RAM total; 4350n: 80 MB RAM total
•
HP Jetdirect Fast Ethernet embedded print server
HP LaserJet 4250tn/4350tn printers
All of the features of the 4250n/4350n models plus:
•
500-sheet input tray 3
HP LaserJet 4250dtn/4350dtn printers
All of the features of the 4250tn/4350tn models plus:
•
Automatic duplexer
•
4250dtn: 80 MB RAM total; 4350dtn: 96 MB RAM
total
HP LaserJet 4250dtnsl/4350dtnsl printers
All of the features of the 4250dtn/4350dtn models plus:
•
500-sheet stapler/stacker
•
4250dtnsl: 80 MB RAM total; 4350dtnsl: 96 MB RAM
total
Introducing the HP LaserJet 4250/4350 series printers
2
Introducing the HP LaserJet 4345mfp
Our customers will maximize their productivity
with the HP LaserJet 4345mfp. This new product
features print, copy, scan-to-email, analog fax,
and document finishing functions from one easyto-use device. This versatile MFP can be
configured to suit the needs of a busy office
environment.
An impressive set of paper-handling capabilities
enables users to produce documents in-house—
saving time and money. Accessories include a
stapler/stacker that can staple documents up to
30 pages and stack up to 500 sheets. A 75sheet envelope feeder makes business mailing
simple and efficient. A 3-bin mailbox stacks up
to 700 sheets, and can separate print, copy,
and fax documents, or can be assigned to
different users. The 50-sheet automatic
document feeder (ADF) eliminates the need to
manually feed originals.
Specifications
HP LaserJet 4345mfp
Transform document workflow by adding an
optional analog fax accessory, HP Digital
Sending Software (DSS) 4.0, and
HP AutoStore.
Paper handling accessories
Part number
Q5968A
Print, copy, and scan speed
Up to 45 ppm
500-sheet input feeder tray
Analog fax speed (letter)
Up to 33.6 kbps
Automatic two-sided printing accessory
Q5969A
First page out
Less than 10 seconds
75-sheet envelope feeder
Q2438B
Warranty
One year, next business day, on-site limited warranty
Stapler/stacker
Q5691A
Street price
$2,599.00 (model 4345, U.S. dollars)
3-bin mailbox
Q5692A
Printer stand with storage cabinet
Q5970A
Supplies
Part number
HP LaserJet Q5945A Black Print
Cartridge with Smart Printing
Technology
Q5945A
Staple cartridge (5,000 staples) for
stapler/stacker
C8091A
ADF replacement Mylar sheets
Q6496A
ADF maintenance kit
Q5997A
HP printer maintenance kit (110 V)
Q5998A
HP printer maintenance kit (220 V)
Q5999A
Models
Part number
HP LaserJet 4345mfp
• 100-sheet multipurpose tray and 500-sheet input tray 2 for 600-sheet
capacity
• 500-sheet output tray
• 50-sheet ADF
• HP Jetdirect Fast Ethernet embedded print server
• 256 MB DDR RAM
Q3942A
HP LaserJet 4345x mfp
Q3943A
All of the features of the 4345mfp plus:
• 500-sheet input tray 3 for 1,100-sheet capacity
• Automatic two-sided printing accessory
• Analog fax accessory
HP LaserJet 4345xs mfp
Q3944A
All of the features of the 4345x mfp plus:
• MFP stand with storage cabinet
• Stapler/stacker accessory
HP LaserJet 4345xm mfp
Accessories and software
Part number
HP Digital Sending Software 4.0
T1936AA
HP AutoStore
T1943AA
HP LJ MFP Analog Fax Accessory 300
Q3701A
Q3945A
All of the features of the 4345x mfp model plus:
• MFP stand with storage cabinet
• 3-bin mailbox accessory
Introducing the HP LaserJet 4345mfp
3
Introducing the HP LaserJet 9040/9050mfp
The rigorously tested HP LaserJet
9040/9050mfp has the lowest operating costs
in the HP LaserJet printer lineup. This highvolume, wide-format printer offers a variety of
sophisticated paper handling and enhanced
security options.
Printing, copying, scanning, digital sending,
and analog faxing come standard in this highperformance device. An easy-to-use touchscreen control panel with a 10-key number pad
provides effortless interaction with the MFP.
Print and copy at up to 50 ppm, and enjoy a
fast first page out print speed of less than 8
seconds.
Robust paper handling includes an input
capacity of up to 3,100-sheets, and supports
custom paper sizes up to 12.3 by 18.5 inches.
The HP LaserJet 9040/9050mfp includes a
range of options—an 8-bin mailbox, a 3,000sheet stacker, a 3,000-sheet stapler/stacker,
and a multifunction finisher for booklets.
Specifications
HP LaserJet 9050mfp
Memory and storage
Part number
Print, copy, and scan speed
9040: up to 40 ppm; 9050: up to 50 ppm
64 MB 100-Pin DDR DIMM
Q2625A
Analog fax speed (letter)
Up to 33.6 kbps
128 MB 100-Pin DDR DIMM
Q2626A
First page out
Less than 8 seconds
256 MB 100-Pin DDR DIMM
Q2627A
Warranty
One-year, next-business-day, onsite warranty
512 MB 100-Pin DDR DIMM
Q2628A
Street price
$11,499.00 (model 9050, U.S. dollars)
Accessories and software
Part number
T1936AA
Product
Part number
HP Digital Sending Software 4.0
HP LaserJet 9040mfp
Q3726A
HP AutoStore
T1943AA
HP LaserJet 9050mfp
Q3728A
HP LJ MFP Analog Fax Accessory 300
Q3701A
Paper handling accessories (choose one accessory)
Part number
Supplies
Part number
HP 8-bin mailbox
Q5693A
HP LaserJet Smart print cartridge. Average
cartridge yield 38,000 standard pages1
C8543X
HP 3,000-sheet stacker
C8084A
HP 5,000 staple refill
HP 5,000 staple cartridge
C8091A
C8092A
HP 3,000-sheet stapler/stacker
C8085A
HP Printer maintenance kit (110 V)
at 350,000 pages
C9152A
HP 1,000-sheet multifunction finisher
C8088B
HP Printer maintenance kit (220 V)
at 350,000 pages
C9153A
1
Declared yield value in accordance with ISO/IEC 19752.
Introducing the HP LaserJet 9040/9050mfp
4
Introducing the HP Color LaserJet 9500mfp
The HP Color LaserJet 9500mfp delivers an
exceptional return on investment with its
affordable price and cost-effective operation.
This color multifunction device—designed
especially for demanding networked
workgroups—comes standard with color
printing, copying, scanning-to-email, analog
black-and-white faxing, and document finishing.
Experience a new level of flexibility with one of
four standard document finishing options and
tabloid paper capability.
HP ImageREt 4800 ensures continuous
commercial-press quality with accurate color,
sharp text, and clear lines.
Specifications
HP Color LaserJet 9500mfp
Supplies
Part number
Print, copy, and scan speed
Up to 24 ppm
Black print cartridge
C8550A
Analog fax speed (letter)
Up to 33.6 kbps
Cyan print cartridge
C8551A
Digital sending speed
Up to 18.9 ppm
Yellow print cartridge
C8552A
First page out
Approximately 20 seconds
Magenta print cartridge
C8553A
Warranty
One-year, next-business-day, onsite warranty
Black image drum
C8560A
Street price
$12,549.00 (U.S. dollars)
Cyan image drum
C8561A
2
Yellow image drum
C8562A
Product
Part number
Magenta image drum
C8563A
HP Color LaserJet 9500mfp
C8549A
Image cleaning kit
C8554A
2,000-sheet input tray (standard)
Q1891A
Image transfer kit
C8555A
Image fuser kit (110/220v)
C8556A
HP 5,000 staple refill
C8091A
Paper handling accessories (must choose one accessory)
Part number
HP 8-bin mailbox
Q5693A
HP 3,000-sheet stacker
C8084A
Software
Part number
HP 3,000-sheet stapler/stacker
C8085A
HP Digital Sending Software 4.0
T1936AA
HP 1,000-sheet multifunction finisher
C8088B
HP AutoStore
T1943AA
Wireless connectivity accessories
HP Jetdirect ew2400 external Fast
Ethernet wired and 802.11g wireless
print server (USB port)
J7951A
HP Jetdirect 680n 802.11b wireless EIO
internal print server
J6061A
HP bt1300 Bluetooth® wireless printer
adapter (for USB or parallel)
J6072A
2
Scan-to-email is embedded; analog fax is standard. Scan-to-printers, FTP sites, network folders, and digital fax services are
optional with the purchase of HP Digital Sending Software 4.0. Software is server-based. A server is required.
Introducing the HP Color LaserJet 9500mfp
5
Introducing the HP 9200c Digital Sender
Share, archive, and integrate paper documents
into electronic workflows with the HP 9200c
Digital Sender. Dramatically improve
productivity and reduce costs by automating
document workflows. Easily, accurately, and
securely scan documents to e-mail, network
folders, fax services, and printers. Optional
HP AutoStore software extends this functionality
to include direct sending to backend
applications, barcode reading, form
recognition, and more. The HP 9200c Digital
Sender is designed for businesses with
decentralized, paper-intense workflows that
need a dedicated digital sending device.
HP Digital Sending Software 4.0 uses a
company’s existing LDAP, NTLM, Novell, or
Kerberos network authentication to verify a
user’s identity, providing security for both the
sender and receiver and controlling and
tracking device usage.
Specifications
HP 9200c Digital Sender with HP Digital
Sending Software 4.0
Product
Part number
Scan speed (letter)
47 ipm black-and-white
30 ipm color
HP 9200c Digital Sender
Q5916A
Warranty
One-year, onsite warranty
Connectivity
Part number
Street price
$3,199.00 (U.S. dollars)
HP Jetdirect 625n Gigabit Ethernet EIO
internal print server
J7960A
Function
Supported file types
HP Jetdirect 620n Fast Ethernet EIO
internal print server
J7934A
Send to e-mail
.PDF, .JPEG, .TIFF, or .MTIFF file
HP Jetdirect 680n 802.11b wireless
EIO internal print server
J6058A
Send to secondary (secure) e-mail
.PDF, .JPEG, .TIFF, or .MTIFF
Send to LAN/Internet fax
.PDF, .JPEG, .TIFF, or .MTIFF
Supplies
Part number
Send to workflow
.XML, searchable .PDF, .TXT, .RTF
(Microsoft® Word-compatible), and .HTML,
.PDF, .JPEG, .TIFF, or .MTIFF
ADF Mylar sheet replacement kit
Q6496A
Software
Part number
HP AutoStore 4.0
T1943AA
Introducing the HP 9200c Digital Sender
6
HP LaserJet 2400 series printer unit exchange
Replacing certain internal parts in HP LaserJet
2400 series printers can be highly labor
intensive. We recommend that you troubleshoot
for failure using the steps below and then do a
unit exchange as a repair method on the
following parts:
Part
Part number
HVPS
RM1-1505-000CN
Main Motor
RL1-0587-000CN
Feed Guide Assembly
RM1-1504-000CN
HVPS failure
The customer will see black pages. Troubleshoot
with the following steps:
1. Reseat the cartridge.
2. Visually check to ensure the Formatter DC
Controller (ECU) flat ribbon cable is properly
connected to the Formatter.
3. Visually check the connections to the
cartridge to ensure they are intact. See the
photos below and top right to view where to
check. (In the photos, you are peering into
the left side of the cartridge area.)
4. If the HVPS has failed, do a unit exchange.
Location of second cartridge connection
5. Check the connections (during printing)
between the toner cartridge and the
grounding clip by using a voltage meter that
can measure up to 750 volts. The reading
should be: -600V +/-120V. The photo
below shows where to measure.
Measure between the clip (touch the metal part)
and chassis ground (on the sheet metal)
Location of first cartridge connection
HP LaserJet 2400 series printer unit exchange
7
Main Motor failure
The customer will see an Error 59.XX.
Troubleshoot with the following steps:
1. Turn the printer on and off again.
2. Reconnect the Main Motor wire harness on
the ECU.
3. Measure the supply voltage to the main
motor (~24VDC) via a connection on the
ECU. Measure across the red and black
wires. See the photo below to locate the
connector.
4. Remove the Formatter, then replace the
ECU, but do not install the Formatter yet.
Print the engine test first before re-installing
the Formatter.
5. Inspect the gear assembly for obvious
defects/contamination or broken teeth.
6. If the Main Motor has failed, do a unit
exchange.
Feed Guide Assembly failure
The customer will see a 13.05 or 13.06 paper
jam, and/or accordion jams in front of or in the
fuser. Troubleshoot with the following steps:
1. Check the three fuser cable connections at
the rear of the printer.
2. Replace the fuser.
3. Replace the fuser motor.
4. If the Feed Guide Assembly has failed, do a
unit exchange.
Unit exchange part numbers
After troubleshooting, if you have determined
that the part has failed, exchange the printer
units using the part numbers in the table below.
Location of the connector
Product number
Description
Replacement part number
Q5955A
220V Replacement for HP LaserJet 2410 base
110V Replacement for HP LaserJet 2410 base
Q5955-69055
Q5955-69056
Q5956A
220V Replacement for HP LaserJet 2420 base
110V Replacement for HP LaserJet 2420 base
Q5956-69055
Q5956-69056
Q5957A
220V Replacement for HP LaserJet 2420d
110V Replacement for HP LaserJet 2420d
Q5957-69055
Q5957-69056
Q5958A
220V Replacement for HP LaserJet 2420n
110V Replacement for HP LaserJet 2420n
Q5958-69055
Q5958-69056
Q5959A
220V Replacement for HP LaserJet 2420dn
110V Replacement for HP LaserJet 2420dn
Q5959-69055
Q5959-69056
Q5960A
220V Replacement for HP LaserJet 2430t
110V Replacement for HP LaserJet 2430t
Q5960-69055
Q5960-69056
Q5961A
220V Replacement for HP LaserJet 2430tn
110V Replacement for HP LaserJet 2430tn
Q5961-69055
Q5961-69056
Q5962A
220V Replacement for HP LaserJet 2430dtn
110V Replacement for HP LaserJet 2430dtn
Q5962-69055
Q5962-69056
Q5964A
220V Replacement for HP LaserJet 2430n
110V Replacement for HP LaserJet 2430n
Q5964-69055
Q5964-69056
HP LaserJet 2400 series printer unit exchange
8
HP LaserJet 2400 series printer service PINs and part
number changes
Incorrect service menu PINs
The service manual incorrectly listed the service
menu PIN as 11240002. The correct service
menu PINs are as follows:
Model
Service PIN
HP LaserJet 2410
10241004
HP LaserJet 2420
10242004
HP LaserJet 2430
10243004
Part numbers left out of the service
manual
HP LaserJet 2400 printer
Some part numbers were left out or incorrect in
the service manual. They are listed below.
Trays (cassette only)
Product name
Description
Part number
Tray 2
250-sheet cassette
RM1-1486-000CN
Tray 3
500-sheet cassette
RM1-1553-000CN
CompactFlash fonts
Product name
Description
Product number
Part number
Hebrew CompactFlash
CompactFlash for traditional Hebrew fonts
Q5992A
Q5992-67902
Cyrillic CompactFlash
CompactFlash for traditional Cyrillic fonts
Q5993A
Q5993-67902
Greek CompactFlash
CompactFlash for traditional Greek fonts
Q5994A
Q5994-67902
Arabic CompactFlash
CompactFlash for traditional Arabic fonts
Q5995A
Q5995-67902
Dust cover on Tray 2
Product name
Description
Part number
Tray 2 Dust cover
Legal dust cover
RC1-4158-000CN
Paper handling accessories
Product name
Description
Product number
Part number
Optional 500-sheet tray
and feeder unit
Optional tray to increase paper capacity. Holds
Letter, A4, Legal, A5, B5 (JIS), Executive, and
8.5 x 13 inch paper sizes.
Q5963A
Q5963A-67901
Product name
Description
Product number
Part number
HP LaserJet print cartridge
6,000-page cartridge3
Q6511A
Q6511-67901
HP LaserJet print cartridge
12,000-page cartridge
Q6511X
Q6511-67902
Print cartridges
3
3
Declared yield value in accordance with ISO/IEC 19752.
HP LaserJet 2400 series printer service PINs and part number changes
9
Control panel overlays
Product name
Description
Part number
EN Control Panel Label
Control Panel Overlay – English
Q5956-00001
AR Control Panel Label
Control Panel Overlay – Arabic
Q5956-00002
CS Control Panel Label
Control Panel Overlay – Czech
Q5956-00003
DA Control Panel Label
Control Panel Overlay – Danish
Q5956-00004
NL Control Panel Label
Control Panel Overlay – Dutch
Q5956-00005
FI Control Panel Label
Control Panel Overlay – Finnish
Q5956-00006
FR Control Panel Label
Control Panel Overlay – French
Q5956-00007
DE Control Panel Label
Control Panel Overlay – German
Q5956-00008
EL Control Panel Label
Control Panel Overlay – Greek
Q5956-00009
HE Control Panel Label
Control Panel Overlay – Hebrew
Q5956-00010
HU Control Panel Label
Control Panel Overlay – Hungarian
Q5956-00011
IT Control Panel Label
Control Panel Overlay – Italian
Q5956-00012
KO Control Panel Label
Control Panel Overlay – Korean
Q5956-00013
NO Control Panel Label
Control Panel Overlay – Norwegian
Q5956-00014
PL Control Panel Label
Control Panel Overlay – Polish
Q5956-00015
PT Control Panel Label
Control Panel Overlay – Portuguese
Q5956-00016
RU Control Panel Label
Control Panel Overlay – Russian
Q5956-00017
ZHCN Control Panel Label
Control Panel Overlay – Simplified Chinese
Q5956-00018
ES Control Panel Label
Control Panel Overlay – Spanish
Q5956-00019
SV Control Panel Label
Control Panel Overlay – Swedish
Q5956-00020
ZHTW Control Panel Label
Control Panel Overlay – Traditional Chinese
Q5956-00021
TH Control Panel Label
Control Panel Overlay – Thai
Q5956-00022
TR Control Panel Label
Control Panel Overlay – Turkish
Q5956-00023
Memory
Product name
Product number
Part number
32 MB 100-pin DDR memory DIMM
Q3982A
Q3982-67951
48 MB 100-pin DDR memory DIMM
Q6007A
Q6007-67951
64 MB 100-pin DDR memory DIMM
Q2625A
Q2625-67951
128 MB 100-pin DDR memory DIMM
Q2626A
Q2626-67951
256 MB 100-pin DDR memory DIMM
Q2627A
Q2627-67951
HP LaserJet 2400 series printer service PINs and part number changes
10
HP LaserJet 3015/3030/3380 all-in-ones—four-wire to
two-wire cable adaptor
HP supplies a two-wire phone cord for the
HP LaserJet 3015, 3030 and 3380 all-in-ones.
If a customer wishes to use a four-wire phone
cord, they will need to order a four-wire-to-twowire phone cord adapter. The adaptor can be
purchased online from the HP Parts Store, part
number Q3093-80004.
To use the adaptor, follow the steps below:
1. Plug the adaptor into the correct fax jack on
the HP product.
2. Plug the four-wire phone cord into the
adaptor.
3. Connect the four-wire phone cord into the
wall jack.
Connecting the four-wire-to-two-wire phone
cord adaptor
Note
The fax jack location varies depending on the
product. Refer to the product documentation for
the exact location of the fax jack.
HP LaserJet 3015/3030/3380 all-in-ones—four-wire to two-wire cable adaptor
11
HP LaserJet 3020/3030 all-in-ones—cleaning the product
How to clean your all-in-one product
Before you begin cleaning your product, turn
off the device and unplug the power cord from
the electrical socket.
Use a soft, damp, lint-free cloth to wipe dust,
smudges, and stains off of the exterior of the
product.
CAUTION
Do not use abrasives, acetone, benzene,
ammonia, ethyl alcohol, or carbon tetrachloride
on any part of the product. These can damage
the product. Do not place liquids directly on the
glass or platen. They might seep and damage
the product.
How to clean the lid backing
Minor debris can accumulate on the white
document lid backing, located underneath the
product lid.
1. Raise the lid.
2. Wash the backing gently with a soft cloth or
sponge that has been moistened with a mild
soap and warm water. Do not scrub the
backing.
3. Dry the backing with a chamois or soft cloth.
How to clean the glass and scanner strip
Location of the lid backing
Dirty glass from fingerprints and specks of
debris slows down performance and affects the
accuracy of special features such as fit-to-page
and copy.
If this procedure does not clean the backing
well enough, repeat the previous steps and use
isopropyl alcohol to dampen the cloth or
sponge. Wipe the backing thoroughly with a
damp cloth to remove any residual alcohol.
1. Clean the glass by using a soft cloth or
sponge that has been moistened with
nonabrasive glass cleaner.
Note
If streaks or other defects appear only on copies
produced using the automatic document feeder
(ADF), clean the scanner strip (see step 2
below). It is not necessary to clean the scanner
glass.
CAUTION
Do not use paper-based wipes because they
may scratch the backing.
How to clean the media path
If toner specks or dots appear on the printouts,
clean the media path.
1. Press MENU/ENTER.
2. Clean the scanner strip by using a soft cloth
or sponge that has been moistened with
nonabrasive glass cleaner.
3. To prevent spotting, dry the glass by using a
chamois or cellulose sponge.
2. Use the < or the > button to find the
SERVICE MENU.
3. Press MENU/ENTER.
4. Use the < or the > button to find CLEANING
MODE.
5. Press MENU/ENTER.
6. Press MENU/ENTER again to confirm and
begin the cleaning process.
Location of the scanner strip
HP LaserJet 3020/3030 all-in-ones—cleaning the product
12
HP LaserJet 3380 all-in-one—cleaning the product
How to clean your all-in-one product
Follow the steps on the previous page to clean
the glass, scanner strip, and lid backing.
How to clean the print cartridge cavity
and media path area
Over time, paper, toner, and dust particles can
accumulate inside the product causing print
quality problems such as toner specks or
smearing. To correct and prevent these types of
problems, clean the print cartridge cavity and
media path area.
1. Turn off the device and unplug the power
cord from the electrical socket.
WARNING
Wait for the product to cool before continuing
this procedure.
2. Open the print cartridge door, and remove
the print cartridge.
CAUTION
To prevent damage, do not expose the print
cartridge to light. Cover the print cartridge, if
necessary. Also, do not touch the black sponge
transfer roller inside the product. Doing so can
damage the device.
3. Use a dry, lint-free cloth, or an HP toner
cloth (part number 5090-3379) to wipe any
residue from the media path area and the
print cartridge cavity.
HP LaserJet 3380 aio
Note
Do not spray or use water inside the product. If
toner gets on clothing or other fabric, wipe off
the toner with a dry cloth. Wash the items in
cold water and air dry them. (Hot water or heat
from a dryer can set toner into fabric.) If toner
gets on your hands, wash hands in cold water.
How to clean the media path
If toner specks or dots are appearing on your
printouts, use the product’s CLEANING MODE
to clean the media path. Follow the steps
below:
1. Use the power switch to turn the product on,
and press MENU/ENTER.
2. Use the < or the > button to find the
SERVICE MENU, and press MENU/ENTER.
3. Use the < or the > button to find CLEANING
MODE, and press MENU/ENTER again.
Media path area and print cartridge cavity
4. Replace the print cartridge, and close the
print cartridge door.
5. Plug the product in and turn on the power
switch.
HP LaserJet 3380 all-in-one—cleaning the product
13
How to clean the pickup roller
If the product regularly picks up too many
sheets of paper or picks up none at all, it may
be necessary to clean or replace the pickup
roller. Before replacing the pickup roller, try to
clean it. Follow the steps below:
CAUTION
Failure to complete all of the steps in this
procedure might damage the product.
1. Use the power switch to turn the product off
and then unplug the power cord.
2. Open the print cartridge door, and remove
the print cartridge.
3. Locate the pickup roller.
Location of the pickup roller
4. Gently release the small, black tabs on each
side of the pickup roller by pushing them
away from the roller, and then rotate the
pickup roller toward the front.
5. Gently pull the pickup roller up and out.
6. Dampen a lint-free cloth with warm water,
and use it to clean the roller.
CAUTION
Do not use abrasives, acetone, benzene,
ammonia, ethyl alcohol, or carbon tetrachloride
on any part of the product.
7. Using a dry, lint-free cloth, wipe the pickup
roller to remove loosened dirt. Allow the
pickup roller to dry completely before
reinstalling it in the product.
8. Reinstall the pickup roller.
HP LaserJet 3380 all-in-one—cleaning the product
14
HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware
upgrade
Firmware datecode: 20040802 Rev E
Firmware revision
The 20040802 firmware revision is now
available. HP LaserJet 3015/3020/3030/
3380 all-in-ones are being built with this latest
firmware version. As always, this firmware roll
will include all fixes from previous revisions for
these products.
Resolved issues
•
Fixed the defect to improve the Reprint Fax
feature.
•
Improved Fax Receive compatibility.
•
Updated Demo Page Data.
•
Upgraded Line Interface Unit (LIU) list to
include Taiwan specifications.
•
Increased detail provided in Error Log.
•
Updated telecom parameters required for
Russia.
•
Made minor scan improvements for content
scanned at 200 DPI.
•
Updated control panel message NO PRINT
CARTRIDGE to now say CHECK
CARTRIDGE/CHECK PAPER TRAY.
•
Improved Manual Dial setup.
HP LaserJet 3030 aio
Production status
Formatters are being built with the latest
firmware version. The Formatter part number is
rolling to reflect these changes. Formatters with
a ‘4’ for the third digit in the part number have
a 20040330 code. Refer to the table below.
Product number
If your formatter part number is:
Your firmware code is:
HP LaserJet 3015 (Q2668A)
C64xxxx
20040330
HP LaserJet 3020 (Q2688A)
C44xxxx
20040330
HP LaserJet 3030 (Q2664A)
C54xxxx
20040330
HP LaserJet 3380 (Q2658A)
DQ4xxxx
20040330
HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade
15
HP LaserJet 3015/3020/3030
firmware upgrade utility
Please note that the HP LaserJet 3015, the
HP LaserJet 3020, and the HP LaserJet 3030
each have their own upgrade utility. Utilities are
available at hp.com. The link will be hidden---customers will not have access to these sites
unless they are directed to the hidden links by
HP support agents. The upgrade utilities are
available at:
www.hp.com/go/lj3015-30203030fw_hidden
No DIMM for HP LaserJet 3015/3020/3030
Since the HP LaserJet 3015/3020/3030
products do not have DIMM slots, the firmware
utility is the only method of upgrading the
device’s firmware. There is no DIMM upgrade
solution.
HP LaserJet 3015 aio
Note
If for some reason the upgrade utility fails and
locks up the device (where rebooting the device
won’t return to a ready state) the formatter must
be replaced.
HP LaserJet 3380 firmware upgrade
utility
The HP LaserJet 3380 firmware deployment
strategy mirrors the HP LaserJet 33xx product.
There is a firmware recovery DIMM, and a
firmware upgrade utility.
The firmware upgrade utility is available at
hp.com in the Product support/Download
section. The link will not be hidden and will be
directly available to a customer at:
www.hp.com/go/lj3380_firmware
HP LaserJet 3380 DIMM
The firmware recovery DIMM, part number
Q6482-69001 will be packaged with usage
instructions taken directly from page 213 of the
HP LaserJet 3380 Service Manual.
This DIMM is described in PCO 4614291
(20040802/Rev E).
HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade
16
HP LaserJet 4100mfp—Optical Assembly missing bushings
We have recently discovered that the bushings
are missing on the HP LaserJet 4100mfp
Optical Assembly, part number:
RG1-4124-000CN
In the photo below, an arrow points to a
bushing which has been pulled away from the
assembly to show what it looks like. The other
circled bushing is in its proper place.
Global Supply Ordering (GSO) has put new
bushings into the boxes of the Optical
Assemblies that have missing bushings. If the
field has missing bushings, escalate the issue to
the division to get spare parts.
The HP LaserJet 4100mfp Optical Assembly bushings
HP LaserJet 4100mfp—Optical Assembly missing bushings
17
HP LaserJet 4100/4101mfp—new firmware and product
changes
Firmware datecode: 20041008 03.801.1
Firmware revision
Firmware revision 03.801.1 is now available
from HP at the following URL:
www.hp.com/go/lj4100mfp_firmware
Many new improvements are available with
this revision. A brief summary follows. See the
firmware’s ReadMe file for a thorough list.
Resolved issues
•
Corrected several situations where the
Analog Fax accessory product had
“dropped off” the MFP’s control panel.
•
Provided capability to remotely configure the
time setting on the Analog Fax accessory.
•
Addressed many Analog Fax accessory 233
errors.
•
Updated to allow Web Jetadmin to perform
a firmware upgrade even if the MFP’s
control panel was previously locked.
•
Resolved many issues concerning DSS
(Digital Sending Software) and
HP AutoStore.
•
Resolved issues concerning Usage Page
page-counts.
•
Resolved many issues concerning Digital
Sending date/time stamps.
•
Addressed many 49.xxxx errors.
•
Updated the firmware to support different
models of the Hard Disk Drive. Included is a
change to the firmware DIMM installed into
the HP LaserJet’s Formatter PCA.
New firmware requires more memory
If you are running third party applications with
the HP LaserJet 4100mfp, we highly
recommend that you increase the product’s
DRAM to 128 MB with firmware revision
03.801.1. Please note the product ships
standard with 64 MB. To determine your
product’s total memory, look for the Total
HP LaserJet 4100/4101mfp—new firmware and product changes
HP LaserJet 4100mfp
Memory statistic on the Configuration Page
printout. The following issues might occur if the
product’s firmware is updated to 03.801.1
and the product only has 64 MB of memory:
•
Slow processing of complex N-up copy jobs
•
Slow processing of stored jobs
•
Slow processing of multiple copy jobs
If a customer is running this latest version of
firmware on a product with the standard 64
MB of memory and experiencing performance
issues, HP will provide an additional 64 MB
DIMM with Service Note C9148A-03 (Service
Info ID: 3577). This service note does NOT
apply if a customer already has 128 MB of
total memory installed in their product.
HP LaserJet 4100mfp DIMM
With the firmware revision and the newer
model Hard Disk Drive, the backup firmware
DIMM in the Formatter PCA has rolled to
C9168-67913. Use this DIMM with all
HP LaserJet 4100mfp products from this point
forward.
Spare parts for HP LJ 4100/4101mfp
Part number
Hard Disk Drive
J6054-61031
Formatter Firmware DIMM
C9168-67913
18
HP LaserJet 4200/4300/4250/4350 series printer issues
AUTO cleaning cannot occur with
the duplexer installed
The HP LaserJet 4200/4300/4250/4350
series printers that have a duplexer installed are
not able to run an AUTO cleaning page. You
may run a manual cleaning page by opening
the rear output bin.
When no duplexer is installed, the cleaning
page is drawn through the fuser and “stutterstepped” through. This stutter stepping is driven
by the main motor. The output rollers are also
driven by the main motor.
If, however, a duplexer is installed, the
duplexer drives the output rollers (allowing it to
reverse the rollers and back-feed media into the
duplexer). In this case, the duplexer drive
supersedes the main motor drive that controls
the stutter step process. For this reason, you
cannot run an AUTO cleaning page with a
duplexer installed.
Stapler/stacker OUTPUT BIN FULL
error
The field has noted cases of an OUTPUT BIN
FULL error message associated with the
HP LaserJet 4200/4300/4250/4350 series
printers that have a stapler/stacker. When
processing a job, if a stacker has reached its
maximum bin capacity of 500 pages (less for
stapled jobs), the control panel display will
read OUTPUT BIN FULL. After about 15
minutes, the error message will become a
49.4C01 error code, indicating a system crash.
HP LaserJet 4200 printer
Solution
If the printer is indicating OUTPUT BIN FULL,
remove the excess output from the full bin and
the print job will continue. If the printer has
crashed and is displaying a 49.4C01 error
code, power cycle the printer to return to
normal. If these error codes are occurring on a
regular basis, perform a cold reset.
Before you perform a cold reset, be sure to print
a Configuration Page to take note of the printer
settings. Performing a cold reset will clear the
OUTPUT BIN FULL messages as well as the
49.4C01 messages; however, performing this
adjustment may take some of the printer settings
back to factory defaults. Some of these settings
may include:
•
Service ID/Real Time clock
•
Configuration/Network settings
•
JDI settings
•
Customer Paper Size settings
How to perform a cold reset
1. Turn the printer’s power off.
2. HP LaserJet 4200/4300: Hold down the
SELECT button and turn the printer’s power
on.
HP LaserJet 4250/4350: Power on first,
then hold down the SELECT button after the
memory count begins. Continue holding
HP LaserJet 4200/4300/4250/4350 series printer issues
19
down the SELECT button until all three
printer control panel lights flash once and
then remain on. This may take up to 10
seconds.
3. After the message SELECT LANGUAGE
appears on the display, press the UP button
or DOWN button until COLD RESET is
highlighted.
4. Press the SELECT button. The printer
performs a cold reset and then continues its
power-on sequence.
5. Check all I/O settings, and reset any
customer-set printer configuration values.
500-sheet feeder product
differences
The stop pin indicates this is a “B” accessory
3. If the feeder has a removable tray number
domino, it is a “B” part number (see the
photo below).
The 500-sheet feeder accessory part number
has changed to Q2440B for the HP LaserJet
4250/4350 series printers, and is compatible
with the HP LaserJet 4200/4300 series printers.
However, the 500-sheet feeder Q2440A
accessory is not forward compatible to the
HP LaserJet 4250/4350 series printers.
Since there are many “A” feeder accessories
still in the sales pipeline, it is possible that
customers will attempt to purchase the wrong
feeder for their printer.
The domino indicates this is a “B” accessory
How to tell the difference between the “A” and
“B” accessory feeders
The packaging on new units will indicate either
Q2440A or Q2440B.
On a used unit, you can differentiate by the
following means:
1. If the tray stops when pulled out of the
feeder, it is a “B” part number (there is a
new stop feature on the new “B” feeder
accessory). If it slides straight out it is an “A”
feeder.
2. If the tray has a stop pin on the back right, it
is a “B” part number (see the photos on the
right).
HP LaserJet 4200/4300/4250/4350 series printer issues
20
Paper handling accessory compatibility matrix
Accessory
Service part
number
Product
number
HP LaserJet
4200
HP LaserJet
4200L
HP LaserJet
4250
HP LaserJet
4300
HP LaserJet
4350
500-sheet feeder and
tray
Q2440-67903
Q2440B
Y
Y
Y
Y
Y
Q2440A
Y
Y
1500-sheet high
capacity input feeder
Q2444-67902
Q2444B
Y
Y
Y
Q2444A
Y
Duplexer
Q2439-67902
Q2439B
Y
Y
Q2439A
Y
Y
Q2442B
Y
Q2442A
Y
Stacker
Q2442-67902
Stapler/stacker
Q2443-67908
75-sheet envelope
feeder
Q2438-67902
Printer stand
Service part
Service part number
500-sheet universal
replacement tray
RM1-1088-000CN
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Q2443B
Q2443A
Y
Q2438B
Y
Y
Q2438A
Y
Y
Q2445B
Y
Y
Y
Y
Y
HP LaserJet
4200
HP LaserJet
4200L
HP LaserJet
4250
HP LaserJet
4300
HP LaserJet
4350
Y
Y
RM1-1028-060CN
HP LaserJet 4200/4300/4250/4350 series printer issues
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
21
HP LaserJet 4250/4350 series printer issues
Broken overfill kicker
Stapler/stacker bootloader defect
A small number of printers in the field have
had the overfill kicker break off. This has
predominantly been noted in the engine kicker
(Tray 2). Upon unpacking the product, the
customer sees a black kicker sitting on the
inside of the tray. It is important to note that
this break does not affect the printer’s
functionality.
A bootloader defect has been identified,
potentially impacting some printers. This defect
can cause an incomplete download of
firmware during a remote firmware upgrade
(RFU). Because of this defect, the staple job will
not staple, and the printer will not deliver the
job to the stacker output. Instead, it delivers it
to the standard output bin.
In the photo below, the arrow points to a
broken kicker.
Solution
If a customer notes that staple jobs aren’t
stapling or sending to the stacker bin (even
when the green READY light is illuminated),
ask if they have recently performed an RFU. If
this is the case, have them power cycle their
printer, and this will correct the problem. If
they note the issue as they are performing the
RFU, instruct them to continue performing the
download and follow it up with a power cycle.
Broken kicker
It is presumed that a cardboard insert might be
riding upwards and causing interference, but
the actual reason for the break is unknown at
this time.
The following preventive measures have been
taken:
•
The cardboard insert has been taped down
to secure it in place and avoid it from
bumping against the kicker.
•
A new cardboard insert has been developed
consisting of two separate square pieces that
do not interfere with the centered kicker and
sensor holder.
•
Each unit is being inspected at the product
completion centers.
Solution
Replace the customer’s printer when the Tray 2
kicker is broken. Replace the customer’s 500sheet tray if the broken kicker is found in one
of the optional 500-sheet trays. Be sure to use
a “B” suffix part number. Relevant serial
number information is forthcoming.
HP LaserJet 4250/4350 series printer issues
22
Mopying/Job Storage/Collation
memory requirements
If a customer wishes to enable Mopying,
Collation, or Job Storage features, a minimum
amount of memory is required. The driver may
have enough memory, but the driver’s default
may have the features disabled if the memory
was added after the initial installation of the
printer driver. In this case, change the memory
setting and turn the Mopying/Job
Storage/Collation driver settings on by
following the steps below (the context is
Windows® XP):
If enough memory has been added to enable
the features the driver will be automatically
updated and the changes will be reflected in
the driver indicated by bold text. If a
connection could not be established through
the network, continue with the following steps:
4. Locate Printer Memory.
5. Choose the correctly installed amount of
memory from the drop down list.
6. Click Job Storage and select Enable.
7. Click Mopying and select Enable.
1. Choose Start, then Printers and Faxes.
8. Click Collate and select Enable.
2. Right-click on your printer’s icon.
CAUTION
3. Select Properties.
If there is not enough memory installed and a
customer forces the Mopying/Job
Storage/Collation modes to be enabled, they
may run out of memory, and may not be able
to correctly complete print jobs. Symptoms
typically include 20 MEM OUT errors,
incomplete print jobs, no print jobs, or missing
data within a print job.
4. Click the Device Settings tab.
5. Click Installable Options.
If the customer has added memory to enable
Mopying/Job Storage/Collation and is
connected to a network, perform the following:
1. Locate Automatic Configuration.
2. Select the box labeled OFF.
3. Choose Update Now from the drop down
list.
It is strongly recommended that enough
physical memory be added to the printer to
perform Mopying/Job Storage/Collation jobs
correctly. The tables below indicate the
minimum amount of memory required.
HP LaserJet 4250 series printer driver settings
Memory
Mopying/Job Storage/Collation supported
48 MB
No.
64 MB
No—Driver default setting = Disabled, but can be enabled by user (warnings will be
present in the driver) – see the CAUTION above.
80 MB
Yes—Driver default setting = Enabled (80 MB is the minimum memory threshold).
96 MB
Yes—Driver default setting = Enabled.
HP LaserJet 4350 series printer driver settings
Memory
Mopying/Job Storage/Collation supported
80 MB
No—Driver default setting = Disabled, but can be enabled by user (warnings will be
present in the driver) – see the CAUTION above.
96 MB
Yes—Driver default setting = Enabled (96 MB is the minimum memory threshold).
HP LaserJet 4250/4350 series printer issues
23
HP Color LaserJet 4650 and 5550 series printers—overhead
transparency curl and wave
A customer may show concern that their
overhead transparencies are either curled or
wavy.
•
Ensure the customer is using HP Color LaserJet
Transparencies, part numbers C2934A
(letter) or C2936A (A4). If the customer is not
using HP transparencies, have them test-print
a transparency using an HP brand.
•
Determine which media deformation issue the
customer is describing. Two different media
deformation issues, curl or waviness, may be
found on overhead transparencies (OHTs).
Defining curl or wave
Curl is defined as the curl of the leading and
trailing edges of the media. It is measured by
placing the OHT on a flat surface and
measuring the distance from this surface to the
edge of the OHT. The amount of curl seen may
be enough to cause the OHT to not project
clearly.
Waves are defined as waves seen when
viewing the trailing or leading edge of the
media. If one were to look at the leading or
trailing edge of the OHT, one would see that
the surface is wavy. This waviness does not
normally affect the projection of the image.
The exit rollers on the fuser cause waviness. The
exit rollers also work to reduce curl, so without
the exit rollers, OHTs and other media types
would curl excessively.
HP Color LaserJet 4650 printer
Workaround
HP cannot make OHTs print completely flat
using the HP Color LaserJet 4650 and 5550
series printers. Try using the Optimize mode for
reduced curl and wave.
Using the Optimize mode
HP has implemented two transparency printing
modes in the HP Color LaserJet 4650 and 5550
series printers. These modes print with different
fusing temperatures and speeds. The default
mode is Best mode. Best mode will produce
transparencies with optimum colors and some
increase in curl and waviness. Normal mode
will yield reduced curl and waviness, with
colors that are less bright.
The selection of the transparency mode can be
performed from the printer’s control panel. The
selection is found in the Print Quality menu,
under the Optimize tab.
Example of wave and curl
HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave
24
Please be aware that even when using
Optimize mode the first three or four OHTs
printed from a cold start will have more curl
than subsequent OHTs. If this curl is
unacceptable, have the customer print a few
pages of regular media first. Once the fuser has
warmed up sufficiently, the OHTs will print with
very little curl (3-4 mm).
A downside to Optimize mode is that print
quality is reduced in the form of reduced L-Star
(projected colors will not be as bright).
Therefore, this mode is only for customers who
are very sensitive to curl and waviness in OHTs.
Alternative workarounds
In some situations, especially when reflective
projectors are used, even small amounts of curl
can create some distortion of the projected
images. A workaround is to print the OHTs as a
reverse image, and project them by placing
them printed-side down on the projector. The
postscript driver allows the user to print pages
as mirrored images. From the Layout tab, click
Advanced. Scroll down to Postscript Options
and change Mirrored Output to Yes.
HP Color LaserJet 5550 printer
Customer feedback
HP is interested in gathering data on this issue.
If you have a customer who is concerned about
curl or waviness, please collect the following
data and enter it into a Webster escalation. The
information will be used as feedback for future
products. Please be sure the customer is aware
that no complete fix is available for the
HP Color LaserJet 4650 and 5550 series
printers, nor is it expected, and that HP may or
may not contact them regarding this issue.
1. Does the customer complain of curl,
waviness, or both?
2. Did the customer find the Optimize choices
helpful?
3. Does this issue cause the customer to not
purchase the printer or to return the printer?
If so, how many purchases were lost?
4. Were sales of other HP products lost due to
this issue? What is the impact to future
sales?
5. Does the waviness affect the projection of
the OHTs? If so, how?
6. What percentage of the customer’s overall
printing volume involves OHT printing?
HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave
25
HP LaserJet 9000 series printers and mfps—print cartridges
page variance
Explain to your customers that the print
capacity of the C8543X print cartridge varies
according to the printer.
The C8543X print cartridge is capable of
printing 30,0004 pages with the HP LaserJet
9000, the HP LaserJet 9000mfp, the
HP LaserJet 9000Lmfp, and the HP LaserJet
9050.
Due to advances in MFP technology, the
C8543X print cartridge is capable of printing
38,0005 pages with the HP LaserJet 9050mfp
and the HP LaserJet 9040mfp. Refer to the
table below.
The HP LaserJet 9000mfp default print mode is
Normal. Customers may increase the print
capacity even further by printing in
EconoMode. There is only a slight degradation
of print quality when using this feature. It is not
recommended that EconoMode be used on an
ongoing basis, however. If used full-time, it is
possible that the toner supply will outlast the
mechanical parts in the print cartridge.
HP LaserJet 9000mfp
Printers using the
C8543x print cartridge
Yield
Is EconoMode
available?
Print quality degradation
in EconoMode
HP LaserJet 9000
30,0004
Yes
Slight
HP LaserJet 9000mfp
30,0004
Yes
Slight
HP LaserJet 9000Lmfp
30,0004
Yes
Slight
HP LaserJet 9050
30,0004
Yes
Substantial
HP LaserJet 9050mfp
38,0005
Yes
Substantial
HP LaserJet 9040mfp
38,0005
Yes
Substantial
4
5
Average cartridge yield 30,000 standard pages. Declared yield value in accordance with ISO/IEC 19752.
Average cartridge yield 38,000 standard pages. Declared yield value in accordance with ISO/IEC 19752.
HP LaserJet 9000 series printers and mfps—print cartridges page variance
26
HP Color LaserJet 9850mfp—firmware upgrade to 43-0000
Upgrade printer control board (PRCB) firmware
to version 43-0000 to eliminate false service
code (SC) 29 errors.
PRCB firmware version 42-0000 and older
considers the difference between drum potential
and developing bias to determine potential
drum value. This process can generate false
29-11(Y), 29-12(M), 29-13(C) and 29-14(K)
error messages and hide the root cause of the
failure.
Firmware version 43-0000 more precisely
determines drum potential. This new method
significantly reduces the occurrence of 29-11,
12, 13, and 14 error messages by considering
only the difference between drum potential and
the charging grid to determine drum potential
value. This new process effectively addresses
the root cause of the failure.
Solution
1. Upgrade the firmware to version 43-0000
for PRCB and IMAGE with any new
installation and to any unit from the installed
base as soon as possible. This especially
needs to be done to those units experiencing
29-XX error messages.
HP Color LaserJet 9850mfp
3. If the flow chart directs you to replace the
Drum Potential Sensor (DPRS), order the
latest exchange part number
Q3225-69000, which corresponds to the
latest DPRS assembly, part number
65AA-2282KC.
Note
After the firmware upgrade, error messages 2911, 12, 13, or 14 may change to any other of
the 29-XX messages—usually 07, 08, 09 or 10
messages (related to the DMax control). If this is
the case, continue following the flow chart for
29 errors.
Note
It is very important to perform the “Gamma
Adjustment from Key Operator Mode” right
after upgrading the firmware. Verify that the
29-XX error message has disappeared. If not,
continue to step 2.
2. Follow the flow chart for 29 error messages.
You can find the flow chart at the TechWeb
site under Tools.
Note
The flow chart only applies to firmware version
43-0000 and greater.
HP Color LaserJet 9850mfp—firmware upgrade to 43-0000
27
Routing e-mail in Microsoft® Exchange 2000
It has been reported that emails sent from an MFP will only send to people within the company
network. If an external email address is entered it is rejected by the MFP. Emails from the user’s desk
send properly. The following steps explain how to configure Microsoft Exchange 2000 to forward
email sent from the MFP to external email addresses.
1. Open Exchange System Manager.
2. Right-click the Default SMTP Virtual Server setting (highlighted in the screen below), and select
Properties.
3. In the Default SMTP Virtual Server Properties window, click the Access tab, and then click Relay.
Routing e-mail in Microsoft Exchange 2000
28
4. Verify the check box for Allow all computers which successfully authenticate to relay, regardless of
the list above, and then click Add.
5. Add the IP address of the MFP and click OK.
This will configure Microsoft Exchange 2000 to forward email sent from the MFP to external email
addresses.
Routing e-mail in Microsoft Exchange 2000
29
Embedded HP Jetdirect network troubleshooting
Many of the new printers and MFPs introduced
this fall have embedded HP Jetdirect print
servers built into the product’s Formatter PCA.
(There is no longer a separate HP Jetdirect EIO
print server installed in these products.) It is
extremely important that you troubleshoot
connectivity problems precisely and accurately
since it is quite costly and wasteful to replace a
Formatter PCA if the embedded HP Jetdirect
print server has not been confirmed as the true
source of the network connectivity problem.
Review the following basic troubleshooting tips
for embedded HP Jetdirect connectivity
problems:
Review data on the HP Jetdirect Configuration
Page
Print out an HP Jetdirect Configuration Page
(see the example below) and review the
following data from the page:
Check your cables
•
Always ensure that you are using a “known
good” network cable when troubleshooting a
network issue.
•
Always ensure the network cable is securely
seated into the product’s RJ45 connector.
Watch out for cables which may have a
broken “clip” that locks the connector into
position.
•
If the cable is seated properly and the
network is functional, the connectivity LED
should be illuminated (see the photo below).
If it is not illuminated, try installing a working
network cable into the product’s RJ45
connector.
HP Jetdirect Configuration Page
1. Ensure that the Status on the HP Jetdirect
Configuration Page reads I/O Card Ready.
The connectivity LED is illuminated
2. Ensure that network protocol Status on the
HP Jetdirect Configuration Page reads
Ready. (Our example shows the TCP/IP
protocol.)
3. Ensure that the product has an IP Address.
Having an IP Address is highly dependent
upon the following parameters:
Embedded HP Jetdirect network troubleshooting
30
•
•
Using the correct Configuration
Method. There are a number of
different configuration methods (e.g.,
DHCP, Manual, and BootP).
Having the correct Default Gateway IP
Address and the correct name for the
Domain Name. You may need the
assistance of a network administrator,
or you can look at the data from an
HP Jetdirect Configuration Page of a
working product.
4. Note the Firmware Version and the Network
Statistics of the product (see the example on
the previous page). This may be of value if
you are calling in for network
troubleshooting assistance. If under Network
Statistics, you have a large number of Bad
Packets, Framing Errors, or Transmit
Collisions, please consult your network
administrator.
New troubleshooting functionality
In order to help you accurately isolate issues
with embedded HP Jetdirect print servers, new
troubleshooting functionality has been
incorporated into the fall products. Access these
troubleshooting tools through the product’s
control panel. Two of these troubleshooting
functions are the Ping Test and the Loopback
Test.
Ping Test
Many of you are familiar with the standard Ping
Test: In Windows MSDOS you enter a
command (for example, C:\ Ping <IP Address>)
to communicate with an IP Address on your
local network. If you were not able to
communicate with the device, there was a
network connectivity issue.
You now have this same capability from an
embedded HP Jetdirect print server. Through the
product’s control panel, go to the Configure
Device menu. Then go to the Embedded
HP Jetdirect menu and click Diagnostics. In the
Diagnostics window, you can enter the IP
Address of the product you wish to
communicate with (e.g., Destination IP). This
can be a PC, another printer, or an MFP on the
network. Enter the Packet Size you wish to send
to that destination. Next enter how many times
you wish to send these packets to that device,
and if you want the results of your test printed
out.
The example below shows the printed results
from a Ping Test. The target destination was IP
Address 15.237.21.102. We sent a Packet
Size of 64 MB four times. The Ping Test
example below verifies that our network
backbone (wiring and hardware) is probably
good. If there are still network connectivity
issues, contact the network administrator to look
for other network issues.
Example from a printed Ping Test
Embedded HP Jetdirect network troubleshooting
31
Loopback Test
The Loopback Test may be used to test the
firmware integrity of the embedded HP Jetdirect
print server. If you feel the firmware is
experiencing an “intermittent” error, you can
run this test. This test is designed to run
overnight or over the weekend to check the
Formatter functionality. From the product’s
control panel, go to the Configure Device menu,
then the I/O menu, then Diagnostics. From the
Diagnostics window, you can enable the
Loopback Test. If the Loopback Test fails, a
message will be displayed on your product’s
display. The only way to exit the Loopback Test
is to power-cycle your product. If you attempt to
print a Configuration Page while the product is
performing the Loopback Test, the embedded
HP Jetdirect Configuration Page will say
something similar to the example below:
Enabling/disabling the embedded HP
Jetdirect print server
The last diagnostic for embedded HP Jetdirect
connectivity problems is disabling the
embedded HP Jetdirect print server, and then
installing a “known good” HP Jetdirect EIO or
external print server. (To enable and disable an
embedded HP Jetdirect print server, see your
product’s service manual.) If the “known good”
HP Jetdirect print server functions properly, go
back and re-verify all configuration parameters
on the embedded HP Jetdirect print server.
Saving the IP address during a cold
reset
Typically, when you perform a cold reset on an
MFP or printer, the IP Address is lost. The same
thing occurs if you perform a cold reset with a
device with an embedded HP Jetdirect print
server. If you do NOT want to lose your IP
Address during a cold reset, perform the
following steps:
1. Disable the embedded HP Jetdirect print
server (See the product’s service manual for
the correct steps.)
2. Perform a normal cold reset.
Example from a printed Loopback Test
The BOOTP/DHCP IN PROGRESS message is
displayed if your configuration method is
DHCP. If your configuration method is
MANUAL the LOOPBACK TEST IN PROGRESS
message would be displayed.
Embedded HP Jetdirect network troubleshooting
3. Enable the embedded HP Jetdirect print
server. Your original IP Address should still
be present.
32
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