HP PageWide Enterprise Color 765, MFP 780,

785, and HP PageWide Managed Color

E75160, E77650, E77660, P75250, P77440,
P77940, P77950, P77960 - Control Panel
Message Document (CPMD)

© Copyright 2018 HP Development Company, L.P.

Reproduction, adaptation, or translation without prior written permission is prohibited, except as allowed under the copyright laws.
The information contained herein is subject to change without notice.
The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services.
Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions
contained herein.
Table of contents

1 About this document ................................................................................................................................................................................ 1

2 Control-panel message types ................................................................................................................................................................. 3

3 Error-code and control-panel-message troubleshooting overview ................................................................................................. 5

Error codes ................................................................................................................................................................................ 5

4 How to search for printer documentation ............................................................................................................................................ 9

How to search WISE for printer documentation .................................................................................................................. 9
How to search GCSN for printer documentation ................................................................................................................. 9

5 Printer service information ................................................................................................................................................................... 13

6 11.wx.yz error codes .............................................................................................................................................................................. 15

11.00.01 or 11.00.02 Internal clock error ......................................................................................................................... 16
Recommended action for call-center agents and onsite technicians ...................................................... 16

7 15.wx.yz error codes .............................................................................................................................................................................. 17

15.11.Az .................................................................................................................................................................................. 20
Recommended action for customers ............................................................................................................. 20
Recommended action for call-center agents and onsite technicians ...................................................... 21
15.11.Dz .................................................................................................................................................................................. 24
Recommended action for customers ............................................................................................................. 24
Recommended action for call-center agents and onsite technicians ...................................................... 24
15.11.Fz ................................................................................................................................................................................... 26
Recommended action for customers ............................................................................................................. 27
Recommended action for call-center agents and onsite technicians ...................................................... 27
15.12.5z .................................................................................................................................................................................. 28
Recommended action for customers ............................................................................................................. 28
Recommended action for call-center agents and onsite technicians ...................................................... 28
15.12.8z .................................................................................................................................................................................. 30

ENWW iii
 Recommended action for customers ............................................................................................................. 31
Recommended action for call-center agents and onsite technicians ...................................................... 31
15.12.Az .................................................................................................................................................................................. 33
Recommended action for customers ............................................................................................................. 33
Recommended action for call-center agents and onsite technicians ...................................................... 34
15.12.Dz .................................................................................................................................................................................. 37
Recommended action for customers ............................................................................................................. 37
Recommended action for call-center agents and onsite technicians ...................................................... 38
15.12.Fz ................................................................................................................................................................................... 41
Recommended action for customers ............................................................................................................. 41
Recommended action for call-center agents and onsite technicians ...................................................... 41
15.21.5z .................................................................................................................................................................................. 42
Recommended action for customers ............................................................................................................. 42
Recommended action for call-center agents and onsite technicians ...................................................... 43
15.21.8z .................................................................................................................................................................................. 44
Recommended action for customers ............................................................................................................. 45
Recommended action for call-center agents and onsite technicians ...................................................... 46
15.21.Az .................................................................................................................................................................................. 48
Recommended action for customers ............................................................................................................. 48
Recommended action for call-center agents and onsite technicians ...................................................... 49
15.21.Dz .................................................................................................................................................................................. 50
Recommended action for customers ............................................................................................................. 51
Recommended action for call-center agents and onsite technicians ...................................................... 51
15.21.Fz ................................................................................................................................................................................... 55
Recommended action for customers ............................................................................................................. 55
Recommended action for call-center agents and onsite technicians ...................................................... 55
15.22.5z .................................................................................................................................................................................. 56
Recommended action for customers ............................................................................................................. 57
Recommended action for call-center agents and onsite technicians ...................................................... 58
15.22.8z .................................................................................................................................................................................. 59
Recommended action for customers ............................................................................................................. 60
Recommended action for call-center agents and onsite technicians ...................................................... 60
15.22.Az .................................................................................................................................................................................. 62
Recommended action for customers ............................................................................................................. 63
Recommended action for call-center agents and onsite technicians ...................................................... 63
15.22.Dz .................................................................................................................................................................................. 65
Recommended action for customers ............................................................................................................. 66
Recommended action for call-center agents and onsite technicians ...................................................... 66
15.22.Fz ................................................................................................................................................................................... 68
Recommended action for customers ............................................................................................................. 68
Recommended action for call-center agents and onsite technicians ...................................................... 69

iv ENWW
 15.37.Az .................................................................................................................................................................................. 70
Recommended action for customers ............................................................................................................. 70
Recommended action for call-center agents and onsite technicians ...................................................... 71
15.37.Dz .................................................................................................................................................................................. 73
Recommended action for customers ............................................................................................................. 73
Recommended action for call-center agents and onsite technicians ...................................................... 74
15.37.Fz ................................................................................................................................................................................... 75
Recommended action for customers ............................................................................................................. 76
Recommended action for call-center agents and onsite technicians ...................................................... 76
15.38.Az .................................................................................................................................................................................. 76
Recommended action for customers ............................................................................................................. 77
Recommended action for call-center agents and onsite technicians ...................................................... 77
15.38.Dz .................................................................................................................................................................................. 80
Recommended action for customers ............................................................................................................. 80
Recommended action for call-center agents and onsite technicians ...................................................... 80
15.38.Fz ................................................................................................................................................................................... 82
Recommended action for customers ............................................................................................................. 83
Recommended action for call-center agents and onsite technicians ...................................................... 83
15.48.Az .................................................................................................................................................................................. 83
Recommended action for customers ............................................................................................................. 84
Recommended action for call-center agents and onsite technicians ...................................................... 84
15.48.Dz .................................................................................................................................................................................. 86
Recommended action for customers ............................................................................................................. 86
Recommended action for call-center agents and onsite technicians ...................................................... 86
15.48.Fz ................................................................................................................................................................................... 88
Recommended action for customers ............................................................................................................. 88
Recommended action for call-center agents and onsite technicians ...................................................... 88
15.51.7z .................................................................................................................................................................................. 89
Recommended action for customers ............................................................................................................. 89
Recommended action for call-center agents and onsite technicians ...................................................... 90
15.51.Az .................................................................................................................................................................................. 92
Recommended action for customers ............................................................................................................. 92
Recommended action for call-center agents and onsite technicians ...................................................... 93
15.51.Dz .................................................................................................................................................................................. 94
Recommended action for customers ............................................................................................................. 94
Recommended action for call-center agents and onsite technicians ...................................................... 95
15.51.F0 .................................................................................................................................................................................. 96
Recommended action for customers ............................................................................................................. 97
Recommended action for call-center agents and onsite technicians ...................................................... 97
15.51.FF ................................................................................................................................................................................... 99
Recommended action for customers ............................................................................................................. 99

ENWW v
 Recommended action for call-center agents and onsite technicians ...................................................... 99
15.62.7z ................................................................................................................................................................................ 101
Recommended action for customers .......................................................................................................... 101
Recommended action for call-center agents and onsite technicians .................................................... 101
15.62.Az ................................................................................................................................................................................ 103
Recommended action for customers .......................................................................................................... 103
Recommended action for call-center agents and onsite technicians .................................................... 104
15.62.F0 ................................................................................................................................................................................ 106
Recommended action for customers .......................................................................................................... 106
Recommended action for call-center agents and onsite technicians .................................................... 107
15.62.FF ................................................................................................................................................................................ 108
Recommended action for customers .......................................................................................................... 108
Recommended action for call-center agents and onsite technicians .................................................... 109
15.51.FF ................................................................................................................................................................................ 111
Recommended action for customers .......................................................................................................... 111
Recommended action for call-center agents and onsite technicians .................................................... 112
15.63.Dz ................................................................................................................................................................................ 113
Recommended action for customers .......................................................................................................... 113
Recommended action for call-center agents and onsite technicians .................................................... 114
15.63.F0 ................................................................................................................................................................................ 116
Recommended action for customers .......................................................................................................... 116
Recommended action for call-center agents and onsite technicians .................................................... 117
15.63.FF ................................................................................................................................................................................ 118
Recommended action for customers .......................................................................................................... 118
Recommended action for call-center agents and onsite technicians .................................................... 119
15.67.Az ................................................................................................................................................................................ 121
Recommended action for customers .......................................................................................................... 121
Recommended action for call-center agents and onsite technicians .................................................... 121
15.67.Dz ................................................................................................................................................................................ 122
Recommended action for customers .......................................................................................................... 123
Recommended action for call-center agents and onsite technicians .................................................... 123
15.67.F0 ................................................................................................................................................................................ 124
Recommended action for customers .......................................................................................................... 125
Recommended action for call-center agents and onsite technicians .................................................... 125
15.67.FF ................................................................................................................................................................................ 126
Recommended action for customers .......................................................................................................... 126
Recommended action for call-center agents and onsite technicians .................................................... 127
15.A1.A1 ................................................................................................................................................................................ 128
Recommended action for customers .......................................................................................................... 128
Recommended action for call-center agents and onsite technicians .................................................... 129
15.A1.D1 ............................................................................................................................................................................... 131

vi ENWW
 Recommended action for customers .......................................................................................................... 131
Recommended action for call-center agents and onsite technicians .................................................... 131
15.A2.Fz ................................................................................................................................................................................ 133
Recommended action for customers .......................................................................................................... 133
Recommended action for call-center agents and onsite technicians .................................................... 133
15.A3.Fz ................................................................................................................................................................................ 134
Recommended action for customers .......................................................................................................... 134
Recommended action for call-center agents and onsite technicians .................................................... 134
15.A4.Fz ................................................................................................................................................................................ 135
Recommended action for customers .......................................................................................................... 135
Recommended action for call-center agents and onsite technicians .................................................... 135
15.A5.Fz ................................................................................................................................................................................ 136
Recommended action for customers .......................................................................................................... 136
Recommended action for call-center agents and onsite technicians .................................................... 136
15.A6.Fz ................................................................................................................................................................................ 137
Recommended action for customers .......................................................................................................... 137
Recommended action for call-center agents and onsite technicians .................................................... 138
15.A7.Fz ................................................................................................................................................................................ 139
Recommended action for customers .......................................................................................................... 139
Recommended action for call-center agents and onsite technicians .................................................... 139
15.A8.Fz ................................................................................................................................................................................ 140
Recommended action for customers .......................................................................................................... 140
Recommended action for call-center agents and onsite technicians .................................................... 140
15.A9.Fz ................................................................................................................................................................................ 141
Recommended action for customers .......................................................................................................... 141
Recommended action for call-center agents and onsite technicians .................................................... 141
15.Ax.Az ................................................................................................................................................................................ 142
Recommended action for customers .......................................................................................................... 142
Recommended action for call-center agents and onsite technicians .................................................... 143
15.Ax.Dz ................................................................................................................................................................................ 148
Recommended action for customers .......................................................................................................... 148
Recommended action for call-center agents and onsite technicians .................................................... 149
15.B1.5z ................................................................................................................................................................................ 154
Recommended action for customers .......................................................................................................... 154
Recommended action for call-center agents and onsite technicians .................................................... 155
15.B1.7z ................................................................................................................................................................................ 157
Recommended action for customers .......................................................................................................... 158
Recommended action for call-center agents and onsite technicians .................................................... 158
15.B1.8z ................................................................................................................................................................................ 161
Recommended action for customers .......................................................................................................... 161
Recommended action for call-center agents and onsite technicians .................................................... 162

ENWW vii
 15.B1.Az ................................................................................................................................................................................ 164
Recommended action for customers .......................................................................................................... 164
Recommended action for call-center agents and onsite technicians .................................................... 165
15.B1.Dz ................................................................................................................................................................................ 168
Recommended action for customers .......................................................................................................... 168
Recommended action for call-center agents and onsite technicians .................................................... 169
15.B1.Fz ................................................................................................................................................................................ 171
Recommended action for customers .......................................................................................................... 171
Recommended action for call-center agents and onsite technicians .................................................... 171
15.B2.5z ................................................................................................................................................................................ 173
Recommended action for customers .......................................................................................................... 173
Recommended action for call-center agents and onsite technicians .................................................... 174
15.B2.7z ................................................................................................................................................................................ 176
Recommended action for customers .......................................................................................................... 177
Recommended action for call-center agents and onsite technicians .................................................... 177
15.B2.8z ................................................................................................................................................................................ 179
Recommended action for customers .......................................................................................................... 180
Recommended action for call-center agents and onsite technicians .................................................... 180
15.B2.Az ................................................................................................................................................................................ 182
Recommended action for customers .......................................................................................................... 183
Recommended action for call-center agents and onsite technicians .................................................... 183
15.B2.Dz ................................................................................................................................................................................ 186
Recommended action for customers .......................................................................................................... 187
Recommended action for call-center agents and onsite technicians .................................................... 187
15.B2.Fz ................................................................................................................................................................................ 190
Recommended action for customers .......................................................................................................... 190
Recommended action for call-center agents and onsite technicians .................................................... 190
15.C1.5z ................................................................................................................................................................................ 191
Recommended action for customers .......................................................................................................... 192
Recommended action for call-center agents and onsite technicians .................................................... 192
15.C1.6z ................................................................................................................................................................................ 194
Recommended action for customers .......................................................................................................... 195
Recommended action for call-center agents and onsite technicians .................................................... 195
15.C1.7z ................................................................................................................................................................................ 197
Recommended action for customers .......................................................................................................... 198
Recommended action for call-center agents and onsite technicians .................................................... 198
15.C1.8z ................................................................................................................................................................................ 200
Recommended action for customers .......................................................................................................... 201
Recommended action for call-center agents and onsite technicians .................................................... 201
15.C1.9z ................................................................................................................................................................................ 203
Recommended action for customers .......................................................................................................... 204

viii ENWW
 Recommended action for call-center agents and onsite technicians .................................................... 204
15.C1.Az ................................................................................................................................................................................ 206
Recommended action for customers .......................................................................................................... 207
Recommended action for call-center agents and onsite technicians .................................................... 207
15.C1.Cz ................................................................................................................................................................................ 209
Recommended action for customers .......................................................................................................... 210
Recommended action for call-center agents and onsite technicians .................................................... 210
15.C1.Dz ................................................................................................................................................................................ 212
Recommended action for customers .......................................................................................................... 213
Recommended action for call-center agents and onsite technicians .................................................... 214
15.C1.Fz ................................................................................................................................................................................ 215
Recommended action for customers .......................................................................................................... 216
Recommended action for call-center agents and onsite technicians .................................................... 216
15.D1.5z ................................................................................................................................................................................ 217
Recommended action for customers .......................................................................................................... 218
Recommended action for call-center agents and onsite technicians .................................................... 218
15.D1.8z ................................................................................................................................................................................ 220
Recommended action for customers .......................................................................................................... 221
Recommended action for call-center agents and onsite technicians .................................................... 222
15.D1.Fz ................................................................................................................................................................................ 223
Recommended action for customers .......................................................................................................... 224
Recommended action for call-center agents and onsite technicians .................................................... 224
15.D2.5z ................................................................................................................................................................................ 225
Recommended action for customers .......................................................................................................... 225
Recommended action for call-center agents and onsite technicians .................................................... 226
15.D2.8z ................................................................................................................................................................................ 228
Recommended action for customers .......................................................................................................... 229
Recommended action for call-center agents and onsite technicians .................................................... 229
15.D2.Az ................................................................................................................................................................................ 231
Recommended action for customers .......................................................................................................... 231
Recommended action for call-center agents and onsite technicians .................................................... 232
15.D2.Dz ............................................................................................................................................................................... 234
Recommended action for customers .......................................................................................................... 234
Recommended action for call-center agents and onsite technicians .................................................... 235
15.D2.Fz ................................................................................................................................................................................ 237
Recommended action for customers .......................................................................................................... 237
Recommended action for call-center agents and onsite technicians .................................................... 237
15.E1.5z ................................................................................................................................................................................ 238
Recommended action for customers .......................................................................................................... 239
Recommended action for call-center agents and onsite technicians .................................................... 239
15.E1.6z ................................................................................................................................................................................ 241

ENWW ix
 Recommended action for customers .......................................................................................................... 242
Recommended action for call-center agents and onsite technicians .................................................... 242
15.E1.7z ................................................................................................................................................................................ 244
Recommended action for customers .......................................................................................................... 245
Recommended action for call-center agents and onsite technicians .................................................... 246
15.E1.8z ................................................................................................................................................................................ 247
Recommended action for customers .......................................................................................................... 248
Recommended action for call-center agents and onsite technicians .................................................... 248
15.E1.Az ................................................................................................................................................................................ 250
Recommended action for customers .......................................................................................................... 251
Recommended action for call-center agents and onsite technicians .................................................... 251
15.E1.Cz ................................................................................................................................................................................ 253
Recommended action for customers .......................................................................................................... 254
Recommended action for call-center agents and onsite technicians .................................................... 254
15.E1.Dz ................................................................................................................................................................................ 256
Recommended action for customers .......................................................................................................... 257
Recommended action for call-center agents and onsite technicians .................................................... 257
15.E1.Fz ................................................................................................................................................................................ 258
Recommended action for customers .......................................................................................................... 259
Recommended action for call-center agents and onsite technicians .................................................... 259
15.F1.E0 ................................................................................................................................................................................ 260
Recommended action for customers .......................................................................................................... 260
Recommended action for call-center agents and onsite technicians .................................................... 260
15.F5.E0 ................................................................................................................................................................................ 261
Recommended action for customers .......................................................................................................... 261
Recommended action for call-center agents and onsite technicians .................................................... 262
15.Fx.E0 ................................................................................................................................................................................ 263
Recommended action for customers .......................................................................................................... 263
Recommended action for call-center agents and onsite technicians .................................................... 263

8 17.wx.yz error codes ........................................................................................................................................................................... 265

17.0x.00 ................................................................................................................................................................................ 266
Recommended action for customers .......................................................................................................... 266
Recommended action for call-center agents and onsite technicians .................................................... 267
17.0x.29 ................................................................................................................................................................................ 267
Recommended action for customers .......................................................................................................... 267
Recommended action for call-center agents and onsite technicians .................................................... 267
17.0x.35 ................................................................................................................................................................................ 267
Recommended action for customers .......................................................................................................... 267
Recommended action for call-center agents and onsite technicians .................................................... 268
17.0x.36 ................................................................................................................................................................................ 268

x ENWW
 Recommended action for customers .......................................................................................................... 268
Recommended action for call-center agents and onsite technicians .................................................... 268
17.0x.37 ................................................................................................................................................................................ 268
Recommended action for customers .......................................................................................................... 269
Recommended action for call-center agents and onsite technicians .................................................... 269
17.0x.38 ................................................................................................................................................................................ 269
Recommended action for customers .......................................................................................................... 269
Recommended action for call-center agents and onsite technicians .................................................... 269
17.0x.43 ................................................................................................................................................................................ 269
Recommended action for customers .......................................................................................................... 270
Recommended action for call-center agents and onsite technicians .................................................... 270
17.0x.44 ................................................................................................................................................................................ 270
Recommended action for customers .......................................................................................................... 270
Recommended action for call-center agents and onsite technicians .................................................... 270
17.0x.52 ................................................................................................................................................................................ 270
Recommended action for customers .......................................................................................................... 271
Recommended action for call-center agents and onsite technicians .................................................... 271
17.0x.53 ................................................................................................................................................................................ 271
Recommended action for customers .......................................................................................................... 271
Recommended action for call-center agents and onsite technicians .................................................... 271
17.0x.54 ................................................................................................................................................................................ 271
Recommended action for customers .......................................................................................................... 271
Recommended action for call-center agents and onsite technicians .................................................... 272
17.0x.55 ................................................................................................................................................................................ 272
Recommended action for customers .......................................................................................................... 272
Recommended action for call-center agents and onsite technicians .................................................... 272
17.0x.56 ................................................................................................................................................................................ 272
Recommended action for customers .......................................................................................................... 273
Recommended action for call-center agents and onsite technicians .................................................... 273
17.0x.57 ................................................................................................................................................................................ 273
Recommended action for customers .......................................................................................................... 273
Recommended action for call-center agents and onsite technicians .................................................... 273
17.0x.59 ................................................................................................................................................................................ 274
............................................................................................................................................................................ 274
17.0x.60 ................................................................................................................................................................................ 274
Recommended action for customers .......................................................................................................... 274
Recommended action for call-center agents and onsite technicians .................................................... 274
17.0x.61 ................................................................................................................................................................................ 274
Recommended action for customers .......................................................................................................... 275
Recommended action for call-center agents and onsite technicians .................................................... 275
17.0x.65 ................................................................................................................................................................................ 275

ENWW xi
 Recommended action for customers .......................................................................................................... 275
Recommended action for call-center agents and onsite technicians .................................................... 275
17.0x.69 ................................................................................................................................................................................ 275
Recommended action for customers .......................................................................................................... 276
Recommended action for call-center agents and onsite technicians .................................................... 276
17.0x.70 ................................................................................................................................................................................ 276
Recommended action for customers .......................................................................................................... 276
Recommended action for call-center agents and onsite technicians .................................................... 276
17.0x.80 ................................................................................................................................................................................ 277
Recommended action for customers .......................................................................................................... 277
Recommended action for call-center agents and onsite technicians .................................................... 277
17.0x.82 ................................................................................................................................................................................ 277
Recommended action for customers .......................................................................................................... 277
Recommended action for call-center agents and onsite technicians .................................................... 277
17.0x.83 ................................................................................................................................................................................ 277
Recommended action for customers .......................................................................................................... 278
Recommended action for call-center agents and onsite technicians .................................................... 278
17.0x.84 ................................................................................................................................................................................ 278
Recommended action for customers .......................................................................................................... 278
Recommended action for call-center agents and onsite technicians .................................................... 278
17.0x.85 ................................................................................................................................................................................ 279
Recommended action for customers .......................................................................................................... 279
Recommended action for call-center agents and onsite technicians .................................................... 279
17.0x.39 ................................................................................................................................................................................ 279
Recommended action for customers .......................................................................................................... 279
Recommended action for call-center agents and onsite technicians .................................................... 279
17.0x.42 ................................................................................................................................................................................ 280
Recommended action for customers .......................................................................................................... 280
Recommended action for call-center agents and onsite technicians .................................................... 280
17.31.58 ................................................................................................................................................................................ 280
Recommended action for customers .......................................................................................................... 280
Recommended action for call-center agents and onsite technicians .................................................... 280
17.31.59 ................................................................................................................................................................................ 280
Recommended action for customers .......................................................................................................... 281
Recommended action for call-center agents and onsite technicians .................................................... 281
17.31.yz ................................................................................................................................................................................ 281
Recommended action for customers .......................................................................................................... 281
Recommended action for call-center agents and onsite technicians .................................................... 281
17.39.yz ................................................................................................................................................................................ 282
Recommended action for customers .......................................................................................................... 282
Recommended action for call-center agents and onsite technicians .................................................... 282

xii ENWW
 17.41.yz ................................................................................................................................................................................ 282
Recommended action for customers .......................................................................................................... 283
Recommended action for call-center agents and onsite technicians .................................................... 283
17.99.yz ................................................................................................................................................................................ 284
Recommended action .................................................................................................................................... 284
17.A1.yz ................................................................................................................................................................................ 284
Recommended action for customers .......................................................................................................... 284
Recommended action for call-center agents and onsite technicians .................................................... 284
17.A2.yz ................................................................................................................................................................................ 284
Recommended action for customers .......................................................................................................... 285
Recommended action for call-center agents and onsite technicians .................................................... 285
17.A3.yz ................................................................................................................................................................................ 285
Recommended action for customers .......................................................................................................... 286
Recommended action for call-center agents and onsite technicians .................................................... 286
17.A4.yz ................................................................................................................................................................................ 286
Recommended action for customers .......................................................................................................... 286
Recommended action for call-center agents and onsite technicians .................................................... 287
17.A5.yz ................................................................................................................................................................................ 287
Recommended action for customers .......................................................................................................... 287
Recommended action for call-center agents and onsite technicians .................................................... 288
17.A6.yz ................................................................................................................................................................................ 288
Recommended action for customers .......................................................................................................... 288
Recommended action for call-center agents and onsite technicians .................................................... 289
17.A7.yz ................................................................................................................................................................................ 289
Recommended action for customers .......................................................................................................... 289
Recommended action for call-center agents and onsite technicians .................................................... 290
17.A8.yz ................................................................................................................................................................................ 290
Recommended action for customers .......................................................................................................... 290
Recommended action for call-center agents and onsite technicians .................................................... 291
17.A9.yz ................................................................................................................................................................................ 291
Recommended action for customers .......................................................................................................... 291
Recommended action for call-center agents and onsite technicians .................................................... 292

9 20.wx.yz error codes ........................................................................................................................................................................... 293

20.* errors ............................................................................................................................................................................. 294
Recommended action .................................................................................................................................... 294

10 30.wx.yz error codes ......................................................................................................................................................................... 295

30.01.06Scanner fan error ................................................................................................................................................ 295
Recommended action for customers .......................................................................................................... 295
Recommended action for call-center agents and onsite technicians .................................................... 295

ENWW xiii
 30.01.08 ................................................................................................................................................................................ 296
Recommended action for customers .......................................................................................................... 296
Recommended action for call-center agents and onsite technicians .................................................... 296
30.01.41 ................................................................................................................................................................................ 296
Recommended action for customers .......................................................................................................... 297
Recommended action for call-center agents and onsite technicians .................................................... 297
30.01.44 ................................................................................................................................................................................ 298
Recommended action for customers .......................................................................................................... 298
Recommended action for call-center agents and onsite technicians .................................................... 298
30.03.14 ................................................................................................................................................................................ 299
Recommended action for customers .......................................................................................................... 299
Recommended action for call-center agents and onsite technicians .................................................... 300
30.03.20 ................................................................................................................................................................................ 300
Recommended action for customers .......................................................................................................... 300
Recommended action for call-center agents and onsite technicians .................................................... 300
30.03.22 ................................................................................................................................................................................ 300
Recommended action for customers .......................................................................................................... 301
Recommended action for call-center agents and onsite technicians .................................................... 301
30.03.23 scanner error ....................................................................................................................................................... 301
Recommended action for customers .......................................................................................................... 301
Recommended action for call-center agents and onsite technicians .................................................... 301
30.03.30 ................................................................................................................................................................................ 302
Recommended action for customers .......................................................................................................... 302
Recommended action for call-center agents and onsite technicians .................................................... 302
30.03.45 Scanner error ...................................................................................................................................................... 302
Recommended action for customers .......................................................................................................... 303
Recommended action for call-center agents and onsite technicians .................................................... 303

11 31.wx.yz error codes ......................................................................................................................................................................... 305

31.01.47 ................................................................................................................................................................................ 305
Recommended action for customers .......................................................................................................... 305
Recommended action for call-center agents and onsite technicians .................................................... 305
31.03.14 ................................................................................................................................................................................ 306
Recommended action for customers .......................................................................................................... 306
Recommended action for call-center agents and onsite technicians .................................................... 306
31.03.20 ................................................................................................................................................................................ 306
Recommended action for customers .......................................................................................................... 306
Recommended action for call-center agents and onsite technicians .................................................... 306
31.03.22 ................................................................................................................................................................................ 307
Recommended action for customers .......................................................................................................... 307
Recommended action for call-center agents and onsite technicians .................................................... 307

xiv ENWW
 31.03.31 ................................................................................................................................................................................ 308
Recommended action for customers .......................................................................................................... 308
Recommended action for call-center agents and onsite technicians .................................................... 308
31.13.0z ................................................................................................................................................................................ 308
Recommended action for customers .......................................................................................................... 308
Recommended action for call-center agents and onsite technicians .................................................... 309
31.13.13 ................................................................................................................................................................................ 310
Recommended action for customers .......................................................................................................... 310
Recommended action for call-center agents and onsite technicians .................................................... 310

12 32.wx.yz error codes ......................................................................................................................................................................... 313

32.* errors ............................................................................................................................................................................. 315
Recommended action .................................................................................................................................... 315
32.08.A1, 32.08.A2, 32.08.A3 ........................................................................................................................................... 316
No action necessary ....................................................................................................................................... 316
32.1C.05 ................................................................................................................................................................................ 317
Recommended action .................................................................................................................................... 317
32.1C.06 (event code) ......................................................................................................................................................... 318
Recommended action .................................................................................................................................... 318
32.1C.07 (event code) ......................................................................................................................................................... 319
Recommended action .................................................................................................................................... 319
32.1C.08 (event code) ......................................................................................................................................................... 320
Recommended action .................................................................................................................................... 320
32.1C.09 (event code) ......................................................................................................................................................... 321
Recommended action .................................................................................................................................... 321
32.1C.0A (event code) ......................................................................................................................................................... 322
Recommended action .................................................................................................................................... 322
32.1C.0D (event code) ........................................................................................................................................................ 323
Recommended action .................................................................................................................................... 323
32.1C.11 (event code) ......................................................................................................................................................... 324
Recommended action .................................................................................................................................... 324
32.1C.13, 32.1C.14 ............................................................................................................................................................. 325
Recommended action .................................................................................................................................... 325
32.1C.15 ................................................................................................................................................................................ 326
Recommended action .................................................................................................................................... 326
32.1C.2E ................................................................................................................................................................................ 327
Recommended action .................................................................................................................................... 327
32.1C.2F ................................................................................................................................................................................ 328
Recommended action .................................................................................................................................... 328
32.1C.40 ................................................................................................................................................................................ 329
No action necessary ....................................................................................................................................... 329

ENWW xv
 32.1C.41 ................................................................................................................................................................................ 330
No action necessary ....................................................................................................................................... 330
32.1C.42 ................................................................................................................................................................................ 331
No action necessary ....................................................................................................................................... 331
32.1C.43 ................................................................................................................................................................................ 332
No action necessary ....................................................................................................................................... 332
32.1C.44 ................................................................................................................................................................................ 333
No action necessary ....................................................................................................................................... 333
32.1C.45 ................................................................................................................................................................................ 334
No action necessary ....................................................................................................................................... 334
32.1C.46 ................................................................................................................................................................................ 335
No action necessary ....................................................................................................................................... 335
32.1C.47 ................................................................................................................................................................................ 336
No action necessary ....................................................................................................................................... 336
32.1C.48 ................................................................................................................................................................................ 337
Recommended action .................................................................................................................................... 337
32.1C.49 ................................................................................................................................................................................ 338
Recommended action .................................................................................................................................... 338
32.1C.4A ................................................................................................................................................................................ 339
Recommended action .................................................................................................................................... 339
32.1C.56 ................................................................................................................................................................................ 340
No action necessary ....................................................................................................................................... 340
32.1C.57 ................................................................................................................................................................................ 341
No action necessary ....................................................................................................................................... 341
32.1C.58 ................................................................................................................................................................................ 342
No action necessary ....................................................................................................................................... 342
32.1C.60 ................................................................................................................................................................................ 343
No action necessary ....................................................................................................................................... 343
32.1C.61 ................................................................................................................................................................................ 344
Recommended action .................................................................................................................................... 344
32.1C.62 ................................................................................................................................................................................ 345
Recommended action .................................................................................................................................... 345
32.1C.68 ................................................................................................................................................................................ 346
Recommended action .................................................................................................................................... 346
32.1C.69 ................................................................................................................................................................................ 347
Recommended action .................................................................................................................................... 347
32.1C.6A ................................................................................................................................................................................ 348
Recommended action .................................................................................................................................... 348
32.1C.6D ............................................................................................................................................................................... 349
Recommended action .................................................................................................................................... 349

xvi ENWW
13 33.wx.yz error codes ......................................................................................................................................................................... 351
33.* errors ............................................................................................................................................................................. 352
Recommended action .................................................................................................................................... 352
33.01.xx ................................................................................................................................................................................ 353
No action necessary ....................................................................................................................................... 353
33.04.05 ................................................................................................................................................................................ 353
Recommended action for customers .......................................................................................................... 353
Recommended action for call-center agents and onsite technicians .................................................... 353
33.05.0z SureStart errors .................................................................................................................................................. 354
Recommended action .................................................................................................................................... 354
33.05.1x Whitelisting errors .............................................................................................................................................. 355
Recommended action .................................................................................................................................... 355
33.05.2x Intrusion detection errors .................................................................................................................................. 356
Recommended action .................................................................................................................................... 356

14 40.wx.yz error codes ......................................................................................................................................................................... 357

40.* errors ............................................................................................................................................................................. 358
Recommended action .................................................................................................................................... 358
40.00.01 USB I/O buffer overflow To continue, touch “OK” .......................................................................................... 359
Recommended action .................................................................................................................................... 359
40.00.02 Embedded I/O buffer overflow To continue, touch “OK” .............................................................................. 360
Recommended action .................................................................................................................................... 360
40.00.03 EIO <x> buffer overflow To continue, touch “OK” .......................................................................................... 361
Recommended action .................................................................................................................................... 361
40.00.04 EIO <x> bad transmission To continue, touch “OK” ...................................................................................... 362
Recommended action .................................................................................................................................... 362
40.00.05 Embedded I/O bad transmission To continue, touch “OK” ........................................................................... 363
Recommended action .................................................................................................................................... 363
40.08.0x USB storage accessory removed ..................................................................................................................... 364
No action necessary ....................................................................................................................................... 364
40.0x.05 USB storage accessory removed ..................................................................................................................... 365
No action necessary ....................................................................................................................................... 365

15 41.wx.yz error codes ......................................................................................................................................................................... 367

41.03.0z ................................................................................................................................................................................ 367
Recommended action for customers .......................................................................................................... 367
Recommended action for call-center agents and onsite technicians .................................................... 367

16 44.wx.yz error codes ......................................................................................................................................................................... 369

44.* errors ............................................................................................................................................................................. 371

ENWW xvii
 Recommended action .................................................................................................................................... 371
44.01.xx Error Event log message .................................................................................................................................... 372
Recommended action .................................................................................................................................... 372
44.02.xx Error Event log message (Multifunction product only.) ................................................................................ 373
Recommended action .................................................................................................................................... 373
44.03.xx Error Event log message .................................................................................................................................... 373
Recommended action for customers .......................................................................................................... 373
Recommended action .................................................................................................................................... 373
44.04.xx Error Event log message (Multifunction product only.) ................................................................................ 374
Recommended action .................................................................................................................................... 374
44.05.xx Error Event log message (Multifunction product only.) ................................................................................ 375
Recommended action .................................................................................................................................... 375
44.07.xx Error Event log message (Multifunction product only.) ................................................................................ 376
Recommended action .................................................................................................................................... 376
44.08.xx Error Event log message (Multifunction product only.) ................................................................................ 377
Recommended action .................................................................................................................................... 377
44.10.xx Error Event log message (Multifunction product only.) ................................................................................ 378
Recommended action .................................................................................................................................... 378
44.11.0E Error Event log message (Multifunction product only.) ................................................................................ 379
Recommended action .................................................................................................................................... 379
44.11.xx Error Event log message (Multifunction product only.) ................................................................................ 380
Recommended action .................................................................................................................................... 380
44.12.0E Error Event log message (Multifunction product only.) ................................................................................ 381
Recommended action .................................................................................................................................... 381
44.12.xx Error Event log message (Multifunction product only.) ................................................................................ 382
Recommended action .................................................................................................................................... 382
44.16.01 Error Event log message (Multifunction product only.) ............................................................................... 383
Recommended action .................................................................................................................................... 383
44.16.02 Error Event log message (Multifunction product only.) ............................................................................... 384
Recommended action .................................................................................................................................... 384
44.16.03 Error Event log message (Multifunction product only.) ............................................................................... 385
Recommended action .................................................................................................................................... 385
44.16.04 Error Event log message (Multifunction product only.) ............................................................................... 386
Recommended action .................................................................................................................................... 386
44.16.05 Error Event log message (Multifunction product only.) ............................................................................... 387
Recommended action .................................................................................................................................... 387
44.16.06 Error Event log message (Multifunction product only.) ............................................................................... 388
Recommended action .................................................................................................................................... 388
44.16.07 Error Event log message (Multifunction product only.) ............................................................................... 389
Recommended action .................................................................................................................................... 389
44.16.08 Error Event log message (Multifunction product only.) ............................................................................... 390

xviii ENWW
 Recommended action .................................................................................................................................... 390
44.16.09 Error Event log message (Multifunction product only.) ............................................................................... 391
Recommended action .................................................................................................................................... 391
44.16.0A Error Event log message (Multifunction product only.) ............................................................................... 392
Recommended action .................................................................................................................................... 392
44.16.0B Error Event log message (Multifunction product only.) ............................................................................... 393
Recommended action .................................................................................................................................... 393
44.16.0D Error Event log message (Multifunction product only.) ............................................................................... 394
Recommended action .................................................................................................................................... 394
44.16.0E Error Event log message (Multifunction product only.) ................................................................................ 395
Recommended action .................................................................................................................................... 395
44.16.0F Error Event log message (Multifunction product only.) ................................................................................ 396
Recommended action .................................................................................................................................... 396
44.16.10 Error Event log message (Multifunction product only.) ............................................................................... 397
Recommended action .................................................................................................................................... 397
44.16.FF Error Event log message (Multifunction product only.) ................................................................................ 398
Recommended action .................................................................................................................................... 398
44.34.12 ................................................................................................................................................................................ 398
Recommended action for customers .......................................................................................................... 398
Recommended action for call-center agents and onsite technicians .................................................... 398
44.34.1z ................................................................................................................................................................................ 398
Recommended action for customers .......................................................................................................... 399
Recommended action for call-center agents and onsite technicians .................................................... 399
44.34.yz ................................................................................................................................................................................ 399
Recommended action for customers .......................................................................................................... 400
Recommended action for call-center agents and onsite technicians .................................................... 400
44.92.12 ................................................................................................................................................................................ 400
Recommended action for customers .......................................................................................................... 400
Recommended action for call-center agents and onsite technicians .................................................... 400
44.92.15 ................................................................................................................................................................................ 400
Recommended action for customers .......................................................................................................... 400
Recommended action for call-center agents and onsite technicians .................................................... 400
44.92.1z ................................................................................................................................................................................ 401
Recommended action for customers .......................................................................................................... 401
Recommended action for call-center agents and onsite technicians .................................................... 401

17 46.wx.yz error codes ......................................................................................................................................................................... 403

46.* error messages ............................................................................................................................................................ 404
Recommended action .................................................................................................................................... 404

ENWW xix
 18 47.wx.yz error codes ......................................................................................................................................................................... 405
47.* errors ............................................................................................................................................................................. 406
Recommended action .................................................................................................................................... 406
47.00.xx ................................................................................................................................................................................ 407
Recommended action .................................................................................................................................... 407
47.01.xx ................................................................................................................................................................................ 408
Recommended action .................................................................................................................................... 408
47.02.xx ................................................................................................................................................................................ 409
Recommended action .................................................................................................................................... 409
47.03.xx ................................................................................................................................................................................ 410
Recommended action .................................................................................................................................... 410
47.04.xx ................................................................................................................................................................................ 411
Recommended action .................................................................................................................................... 411
47.05.xx ................................................................................................................................................................................ 412
Recommended action .................................................................................................................................... 412
47.06.xx ................................................................................................................................................................................ 413
Recommended action .................................................................................................................................... 413
47.FC.yz Printer Calibration Failed To continue, touch “OK” ......................................................................................... 414
Recommended action .................................................................................................................................... 414

19 48.wx.yz error codes ......................................................................................................................................................................... 417

48.* errors ............................................................................................................................................................................. 418
Recommended action .................................................................................................................................... 418

20 49.wx.yz error codes ......................................................................................................................................................................... 419

49.XX.YY Error To continue turn off then on .................................................................................................................... 420
Recommended action .................................................................................................................................... 420

21 54.wx.yz error codes ......................................................................................................................................................................... 421

54.* errors ............................................................................................................................................................................. 422
Recommended action for PageWide printers ............................................................................................ 422
Recommended action for LaserJets ............................................................................................................ 422
54.30.00 Calibration error .................................................................................................................................................. 423
Recommended action .................................................................................................................................... 423

22 58.wx.yz error codes ......................................................................................................................................................................... 425

58.* errors ............................................................................................................................................................................. 426
Recommended action for LaserJet printers ............................................................................................... 426
Recommended action for PageWide printers ............................................................................................ 426
58.10.02 Ink Sensor Failure ............................................................................................................................................... 427

xx ENWW
 Recommended action .................................................................................................................................... 427

23 61.wx.yz error codes ......................................................................................................................................................................... 429

61.2A.1z ................................................................................................................................................................................ 432
Recommended action for customers .......................................................................................................... 432
Recommended action for call-center agents and onsite technicians .................................................... 432
61.2C.yB ................................................................................................................................................................................ 433
Recommended action for customers .......................................................................................................... 433
Recommended action for call-center agents and onsite technicians .................................................... 433
61.2C.FB ................................................................................................................................................................................ 434
Recommended action for customers .......................................................................................................... 434
Recommended action for call-center agents and onsite technicians .................................................... 435
61.21.0E ................................................................................................................................................................................ 435
Recommended action for customers .......................................................................................................... 435
Recommended action for call-center agents and onsite technicians .................................................... 435
61.30.00 ................................................................................................................................................................................ 436
Recommended action for customer ............................................................................................................ 436
Call-center agent recommended action ..................................................................................................... 436
Recommended action for onsite technicians ............................................................................................. 436
61.30.01 ................................................................................................................................................................................ 436
Recommended action for customer ............................................................................................................ 436
Call-center agent recommended action ..................................................................................................... 436
Recommended action for onsite technicians ............................................................................................. 437
61.42.2B ................................................................................................................................................................................ 437
Recommended action for customers .......................................................................................................... 437
Recommended action for call-center agents and onsite technicians .................................................... 437
61.43.2B ................................................................................................................................................................................ 438
Recommended action for customers .......................................................................................................... 438
Recommended action for call-center agents and onsite technicians .................................................... 438
61.51.1D ............................................................................................................................................................................... 439
Recommended action .................................................................................................................................... 439
Recommended action for call-center agents and onsite technicians .................................................... 439
61.51.1z ................................................................................................................................................................................ 439
Recommended action for customers .......................................................................................................... 439
Recommended action for call-center agents and onsite technicians .................................................... 440
61.51.21 ................................................................................................................................................................................ 440
Recommended action for customers .......................................................................................................... 440
Recommended action for call-center agents and onsite technicians .................................................... 440
61.61.y4 ................................................................................................................................................................................ 442
Recommended action .................................................................................................................................... 442
61.61.yC ................................................................................................................................................................................ 442

ENWW xxi
 Recommended action for customers .......................................................................................................... 442
Recommended action for call-center agents and onsite technicians .................................................... 442
61.62.1D ............................................................................................................................................................................... 443
Recommended action for customers .......................................................................................................... 443
Recommended action for call-center agents and onsite technicians .................................................... 443
61.62.21 ................................................................................................................................................................................ 443
Recommended action for customers .......................................................................................................... 444
Recommended action for call-center agents and onsite technicians .................................................... 444
61.62.34 ................................................................................................................................................................................ 446
Recommended action .................................................................................................................................... 446
61.62.3z ................................................................................................................................................................................ 446
Recommended action for customers .......................................................................................................... 446
Recommended action for call-center agents and onsite technicians .................................................... 446
61.63.11 ................................................................................................................................................................................ 447
Recommended action .................................................................................................................................... 447
61.63.4C ................................................................................................................................................................................ 447
Recommended action for customers .......................................................................................................... 447
Recommended action for call-center agents and onsite technicians .................................................... 447
61.64.1z ................................................................................................................................................................................ 448
Recommended action for customers .......................................................................................................... 448
Recommended action for call-center agents and onsite technicians .................................................... 449
61.64.2z ................................................................................................................................................................................ 451
Recommended action for customers .......................................................................................................... 451
Recommended action for call-center agents and onsite technicians .................................................... 451
61.64.31 ................................................................................................................................................................................ 452
Recommended action for customers .......................................................................................................... 452
Recommended action for call-center agents and onsite technicians .................................................... 452
61.64.32 ................................................................................................................................................................................ 453
Recommended action .................................................................................................................................... 453
61.65.1z ................................................................................................................................................................................ 454
Recommended action for customers .......................................................................................................... 455
Recommended action for call-center agents and onsite technicians .................................................... 455
61.65.2z ................................................................................................................................................................................ 456
Recommended action for customers .......................................................................................................... 456
Recommended action for call-center agents and onsite technicians .................................................... 457
61.65.31 ................................................................................................................................................................................ 457
Recommended action for customers .......................................................................................................... 457
Recommended action for call-center agents and onsite technicians .................................................... 458
61.65.32 ................................................................................................................................................................................ 458
Recommended action for customers .......................................................................................................... 459
Recommended action for call-center agents and onsite technicians .................................................... 459

xxii ENWW
 61.65.80 ................................................................................................................................................................................ 459
Recommended action for customers .......................................................................................................... 459
Recommended action for call-center agents and onsite technicians .................................................... 459
61.66.y0 ................................................................................................................................................................................ 460
Recommended action .................................................................................................................................... 460
61.67.1z ................................................................................................................................................................................ 460
Recommended action for customers .......................................................................................................... 460
Recommended action for call-center agents and onsite technicians .................................................... 460
61.68.90 ................................................................................................................................................................................ 463
Recommended action .................................................................................................................................... 463
61.68.94 ................................................................................................................................................................................ 464
Recommended action .................................................................................................................................... 464
61.68.9z ................................................................................................................................................................................ 464
Recommended action for customers .......................................................................................................... 464
Recommended action for call-center agents and onsite technicians .................................................... 464
61.68.A0 ................................................................................................................................................................................ 467
Recommended action .................................................................................................................................... 467
61.68.A4 ................................................................................................................................................................................ 468
Recommended action .................................................................................................................................... 468
61.68.Az ................................................................................................................................................................................ 468
Recommended action for customers .......................................................................................................... 468
Recommended action for call-center agents and onsite technicians .................................................... 468
61.A0.11 ................................................................................................................................................................................ 469
Recommended action for customers .......................................................................................................... 469
Recommended action for call-center agents and onsite technicians .................................................... 469
61.A1.5D ............................................................................................................................................................................... 469
Recommended action for customers .......................................................................................................... 470
Recommended action for call-center agents and onsite technicians .................................................... 470
61.A1.F1 ................................................................................................................................................................................ 470
Recommended action for customers .......................................................................................................... 470
Recommended action for call-center agents and onsite technicians .................................................... 470
61.A1.y2 ................................................................................................................................................................................ 471
Recommended action for customers .......................................................................................................... 471
Recommended action for call-center agents and onsite technicians .................................................... 471
61.A1.yz ................................................................................................................................................................................ 472
Recommended action for customers .......................................................................................................... 472
Recommended action for call-center agents and onsite technicians .................................................... 472
61.A2.DB ............................................................................................................................................................................... 473
Recommended action for customers .......................................................................................................... 473
Recommended action for call-center agents and onsite technicians .................................................... 473
61.Ax.0D ................................................................................................................................................................................ 473

ENWW xxiii
 Recommended action for customers .......................................................................................................... 474
Recommended action for call-center agents and onsite technicians .................................................... 474
61.Ax.29 ................................................................................................................................................................................ 474
Recommended action for customers .......................................................................................................... 475
Recommended action for call-center agents and onsite technicians .................................................... 475
61.Ax.2A ................................................................................................................................................................................ 476
Recommended action for customers .......................................................................................................... 476
Recommended action for call-center agents and onsite technicians .................................................... 476
61.Ax.39 ................................................................................................................................................................................ 477
Recommended action for customers .......................................................................................................... 477
Recommended action for call-center agents and onsite technicians .................................................... 477
61.Ax.3A ................................................................................................................................................................................ 478
Recommended action for customers .......................................................................................................... 479
Recommended action for call-center agents and onsite technicians .................................................... 479
61.Ax.49 ................................................................................................................................................................................ 479
Recommended action for customers .......................................................................................................... 480
Recommended action for call-center agents and onsite technicians .................................................... 480
61.Ax.5D ................................................................................................................................................................................ 481
Recommended action for customers .......................................................................................................... 481
Recommended action for call-center agents and onsite technicians .................................................... 481
61.Ax.6D ................................................................................................................................................................................ 483
Recommended action for customers .......................................................................................................... 483
Recommended action for call-center agents and onsite technicians .................................................... 483
61.Ax.A2 ................................................................................................................................................................................ 484
Recommended action for customers .......................................................................................................... 484
Recommended action for call-center agents and onsite technicians .................................................... 484
61.Ax.Az ................................................................................................................................................................................ 486
Recommended action for customers .......................................................................................................... 487
Recommended action for call-center agents and onsite technicians .................................................... 487
61.Ax.B2 ................................................................................................................................................................................ 488
Recommended action for customers .......................................................................................................... 489
Recommended action for call-center agents and onsite technicians .................................................... 489
61.Ax.Bz ................................................................................................................................................................................ 490
Recommended action for customers .......................................................................................................... 491
Recommended action for call-center agents and onsite technicians .................................................... 491
61.Ax.F1 ................................................................................................................................................................................ 492
Recommended action for customers .......................................................................................................... 493
Recommended action for call-center agents and onsite technicians .................................................... 493
61.B2.6z ................................................................................................................................................................................ 494
Recommended action for customers .......................................................................................................... 495
Recommended action for call-center agents and onsite technicians .................................................... 496

xxiv ENWW
 61.B5.1z ................................................................................................................................................................................ 499
Recommended action for customers .......................................................................................................... 499
Recommended action for call-center agents and onsite technicians .................................................... 500
61.B6.18 ................................................................................................................................................................................ 500
Recommended action for customers .......................................................................................................... 500
Recommended action for call-center agents and onsite technicians .................................................... 501
61.B7.28 ................................................................................................................................................................................ 502
Recommended action for customers .......................................................................................................... 502
Recommended action for call-center agents and onsite technicians .................................................... 503
61.B7.3z ................................................................................................................................................................................ 504
Recommended action for customers .......................................................................................................... 504
Recommended action for call-center agents and onsite technicians .................................................... 504
61.B9.1z ................................................................................................................................................................................ 505
Recommended action for customers .......................................................................................................... 505
Recommended action for call-center agents and onsite technicians .................................................... 506
61.B9.26 ................................................................................................................................................................................ 506
Recommended action for customers .......................................................................................................... 507
Recommended action for call-center agents and onsite technicians .................................................... 507
61.Bx.y1 ................................................................................................................................................................................ 507
Recommended action for customers .......................................................................................................... 508
Recommended action for call-center agents and onsite technicians .................................................... 508
61.Bx.y2 ................................................................................................................................................................................ 509
Recommended action for customers .......................................................................................................... 510
Recommended action for call-center agents and onsite technicians .................................................... 510
61.Bx.yC ................................................................................................................................................................................ 511
Recommended action for customers .......................................................................................................... 511
Recommended action for call-center agents and onsite technicians .................................................... 512
61.Bx.yD ................................................................................................................................................................................ 514
Recommended action for customers .......................................................................................................... 514
Recommended action for call-center agents and onsite technicians .................................................... 515
61.Bx.yE ................................................................................................................................................................................ 516
Recommended action for customers .......................................................................................................... 517
Recommended action for call-center agents and onsite technicians .................................................... 517
61.C1.1z ................................................................................................................................................................................ 518
Recommended action for customers .......................................................................................................... 518
Recommended action for call-center agents and onsite technicians .................................................... 518
61.C1.3C ................................................................................................................................................................................ 520
Recommended action for customers .......................................................................................................... 520
Recommended action for call-center agents and onsite technicians .................................................... 520
61.C2.11 ................................................................................................................................................................................ 521
Recommended action for customers .......................................................................................................... 521

ENWW xxv
 Recommended action for call-center agents and onsite technicians .................................................... 521
61.C2.12 ................................................................................................................................................................................ 522
Recommended action for customers .......................................................................................................... 523
Recommended action for call-center agents and onsite technicians .................................................... 523
61.C2.1E ................................................................................................................................................................................ 523
Recommended action for customers .......................................................................................................... 524
Recommended action for call-center agents and onsite technicians .................................................... 524
61.C2.1z ................................................................................................................................................................................ 525
Recommended action for customers .......................................................................................................... 525
Recommended action for call-center agents and onsite technicians .................................................... 525
61.C4.22 ................................................................................................................................................................................ 527
Recommended action for customers .......................................................................................................... 527
Recommended action for call-center agents and onsite technicians .................................................... 527
61.C4.2E ................................................................................................................................................................................ 527
Recommended action for customers .......................................................................................................... 527
Recommended action for call-center agents and onsite technicians .................................................... 528
61.C4.2z ................................................................................................................................................................................ 529
Recommended action for customers .......................................................................................................... 529
Recommended action for call-center agents and onsite technicians .................................................... 529
61.C5.36 ................................................................................................................................................................................ 530
Recommended action for customers .......................................................................................................... 530
Recommended action for call-center agents and onsite technicians .................................................... 531
61.C5.E0 ................................................................................................................................................................................ 531
Recommended action for customers .......................................................................................................... 532
Recommended action for call-center agents and onsite technicians .................................................... 532
61.Cx.21 ................................................................................................................................................................................ 534
Recommended action for customers .......................................................................................................... 534
Recommended action for call-center agents and onsite technicians .................................................... 534
61.Cx.25 ................................................................................................................................................................................ 535
Recommended action for customers .......................................................................................................... 535
Recommended action for call-center agents and onsite technicians .................................................... 536
61.Cx.26 ................................................................................................................................................................................ 536
Recommended action for customers .......................................................................................................... 536
Recommended action for call-center agents and onsite technicians .................................................... 537
61.D1.y2 ................................................................................................................................................................................ 537
Recommended action for customers .......................................................................................................... 537
Recommended action for call-center agents and onsite technicians .................................................... 537
61.D1.yz ................................................................................................................................................................................ 538
Recommended action for customers .......................................................................................................... 538
Recommended action for call-center agents and onsite technicians .................................................... 539
61.D2.3E ................................................................................................................................................................................ 539

xxvi ENWW
 Recommended action for customers .......................................................................................................... 540
Recommended action for call-center agents and onsite technicians .................................................... 540
61.D2.3z ................................................................................................................................................................................ 540
Recommended action for customers .......................................................................................................... 541
Recommended action for call-center agents and onsite technicians .................................................... 541
61.D2.4z ................................................................................................................................................................................ 543
Recommended action for customers .......................................................................................................... 543
Recommended action for call-center agents and onsite technicians .................................................... 543
61.D3.5C ................................................................................................................................................................................ 545
Recommended action for customers .......................................................................................................... 545
Recommended action for call-center agents and onsite technicians .................................................... 545
61.D3.61 ............................................................................................................................................................................... 546
Recommended action for customers .......................................................................................................... 547
Recommended action for call-center agents and onsite technicians .................................................... 547
61.D3.62 ............................................................................................................................................................................... 548
Recommended action for customers .......................................................................................................... 548
Recommended action for call-center agents and onsite technicians .................................................... 548
61.D3.63 ............................................................................................................................................................................... 549
Recommended action for customers .......................................................................................................... 549
Recommended action for call-center agents and onsite technicians .................................................... 549

24 62.wx.yz error codes ......................................................................................................................................................................... 553

62.00.33 ................................................................................................................................................................................ 553
Recommended action for customers .......................................................................................................... 554
Recommended action for call-center agents and onsite technicians .................................................... 554
62.00.50 ................................................................................................................................................................................ 554
Recommended action for customers .......................................................................................................... 555
Recommended action for call-center agents and onsite technicians .................................................... 555
62.00.51 ................................................................................................................................................................................ 556
Recommended action .................................................................................................................................... 556
62.00.52 ................................................................................................................................................................................ 556
Recommended action for customers .......................................................................................................... 556
Recommended action for call-center agents and onsite technicians .................................................... 556
62.00.53 ................................................................................................................................................................................ 557
Recommended action .................................................................................................................................... 557
62.0x.yz ................................................................................................................................................................................. 557
Recommended action for customers .......................................................................................................... 560
Recommended action for call-center agents and onsite technicians .................................................... 560
62.11.2z ................................................................................................................................................................................ 561
Recommended action for customers .......................................................................................................... 561
Recommended action for call-center agents and onsite technicians .................................................... 561

ENWW xxvii
 62.11.3B ................................................................................................................................................................................ 561
Recommended action for customers .......................................................................................................... 562
Recommended action for call-center agents and onsite technicians .................................................... 562
62.11.4B ................................................................................................................................................................................ 562
Recommended action for customers .......................................................................................................... 562
Recommended action for call-center agents and onsite technicians .................................................... 562
62.12.51 ................................................................................................................................................................................ 563
Recommended action for customers .......................................................................................................... 563
Recommended action for call-center agents and onsite technicians .................................................... 563
62.12.53 ................................................................................................................................................................................ 565
Recommended action for customers .......................................................................................................... 565
Recommended action for call-center agents and onsite technicians .................................................... 565
62.12.54 ................................................................................................................................................................................ 567
Recommended action for customers .......................................................................................................... 567
Recommended action for call-center agents and onsite technicians .................................................... 567
62.12.55 ................................................................................................................................................................................ 568
Recommended action for customers .......................................................................................................... 568
Recommended action for call-center agents and onsite technicians .................................................... 568
62.12.56 ................................................................................................................................................................................ 569
Recommended action for customers .......................................................................................................... 569
Recommended action for call-center agents and onsite technicians .................................................... 569
62.12.5E ................................................................................................................................................................................ 570
Recommended action for customers .......................................................................................................... 570
Recommended action for call-center agents and onsite technicians .................................................... 570
62.12.6A ................................................................................................................................................................................ 571
Recommended action for customers .......................................................................................................... 571
Recommended action for call-center agents and onsite technicians .................................................... 571
62.12.7C ................................................................................................................................................................................ 572
Recommended action for customers .......................................................................................................... 572
Recommended action for call-center agents and onsite technicians .................................................... 573
62.13.25 ................................................................................................................................................................................ 573
Recommended action for customers .......................................................................................................... 574
Recommended action for call-center agents and onsite technicians .................................................... 574
62.13.2z ................................................................................................................................................................................ 574
Recommended action for customers .......................................................................................................... 574
Recommended action for call-center agents and onsite technicians .................................................... 574
62.31.5z ................................................................................................................................................................................ 575
Recommended action for customers .......................................................................................................... 575
Recommended action for call-center agents and onsite technicians .................................................... 575
62.* errors ............................................................................................................................................................................. 576
Recommended action .................................................................................................................................... 576

xxviii ENWW
25 64.wx.yz error codes ......................................................................................................................................................................... 577
64.02.01 ................................................................................................................................................................................ 577
Recommended action for customers .......................................................................................................... 577
recommended action for call-center agents and onsite technicians ..................................................... 577
64.02.02 ................................................................................................................................................................................ 578
Recommended action for customers .......................................................................................................... 578
Recommended action for call-center agents and onsite technicians .................................................... 578
64.02.03 ................................................................................................................................................................................ 578
Recommended action for customers .......................................................................................................... 578
recommended action for call-center agents and onsite technicians ..................................................... 578
64.02.04 ................................................................................................................................................................................ 579
Recommended action for customers .......................................................................................................... 579
Recommended action for call-center agents and onsite technicians .................................................... 579
64.02.05 ................................................................................................................................................................................ 579
Recommended action for customers .......................................................................................................... 579
Recommended action for call-center agents and onsite technicians .................................................... 579
64.02.06 ................................................................................................................................................................................ 580
Recommended action for customers .......................................................................................................... 580
Recommended action for call-center agents and onsite technicians .................................................... 580
64.02.07 ................................................................................................................................................................................ 580
Recommended action for customers .......................................................................................................... 580
Recommended action for call-center agents and onsite technicians .................................................... 581
64.02.08 ................................................................................................................................................................................ 581
Recommended action for customers .......................................................................................................... 581
Recommended for call-center agents and onsite technicians ................................................................ 581
64.02.09 ................................................................................................................................................................................ 581
Recommended action for customers .......................................................................................................... 581
recommended action for call-center agents and onsite technicians ..................................................... 582
64.03.04 ................................................................................................................................................................................ 582
Recommended action for customers .......................................................................................................... 582
Recommended action for call-center agents and onsite technicians .................................................... 582

26 66.wx.yz error codes ......................................................................................................................................................................... 583

66.A1.1z ................................................................................................................................................................................ 584
Recommended action for customers .......................................................................................................... 584
Recommended action for call-center agents and onsite technicians .................................................... 585
66.A2.6z ................................................................................................................................................................................ 586
Recommended action for customers .......................................................................................................... 586
Recommended action for call-center agents and onsite technicians .................................................... 587
66.A3.1z ................................................................................................................................................................................ 588
Recommended action for customers .......................................................................................................... 588

ENWW xxix
 Recommended action for call-center agents and onsite technicians .................................................... 588
66.A3.5z ................................................................................................................................................................................ 588
Recommended action for customers .......................................................................................................... 588
Recommended action for call-center agents and onsite technicians .................................................... 589
66.A3.6z ................................................................................................................................................................................ 589
Recommended action for customers .......................................................................................................... 589
Recommended action for call-center agents and onsite technicians .................................................... 589
66.A3.7z ................................................................................................................................................................................ 589
Recommended action for customers .......................................................................................................... 590
Recommended action for call-center agents and onsite technicians .................................................... 590
66.A4.1z ................................................................................................................................................................................ 590
Recommended action for customers .......................................................................................................... 590
Recommended action for call-center agents and onsite technicians .................................................... 590
66.A4.2z ................................................................................................................................................................................ 591
Recommended action for customers .......................................................................................................... 591
Recommended action for call-center agents and onsite technicians .................................................... 591
66.A4.3z ................................................................................................................................................................................ 591
Recommended action for customers .......................................................................................................... 591
Recommended action for call-center agents and onsite technicians .................................................... 591
66.A5.1z ................................................................................................................................................................................ 592
Recommended action customers ................................................................................................................ 592
Recommended action for call-center agents and onsite technicians .................................................... 592
66.A5.18 ................................................................................................................................................................................ 592
Recommended action for customers .......................................................................................................... 592
Recommended action for call-center agents and onsite technicians .................................................... 592
66.A5.19 ................................................................................................................................................................................ 593
Recommended action customers ................................................................................................................ 593
Recommended action for call-center agents and onsite technicians .................................................... 593
66.A5.29 ................................................................................................................................................................................ 593
Recommended action for customers .......................................................................................................... 593
Recommended action for call-center agents and onsite technicians .................................................... 594
66.A5.2z ................................................................................................................................................................................ 595
Recommended action for customers .......................................................................................................... 595
Recommended action for call-center agents and onsite technicians .................................................... 595
66.A6.1z ................................................................................................................................................................................ 595
Recommended action for customers .......................................................................................................... 595
Recommended action for call-center agents and onsite technicians .................................................... 595
66.A6.2z ................................................................................................................................................................................ 596
Recommended action for customers .......................................................................................................... 596
Recommended action for call-center agents and onsite technicians .................................................... 596
66.A7.2z ................................................................................................................................................................................ 596

xxx ENWW
 Recommended action for customers .......................................................................................................... 596
Recommended action for call-center agents and onsite technicians .................................................... 596
66.A7.3z ................................................................................................................................................................................ 597
Recommended action for customers .......................................................................................................... 597
Recommended action for call-center agents and onsite technicians .................................................... 597
66.A8.4z ................................................................................................................................................................................ 597
Recommended action for customers .......................................................................................................... 597
Recommended action for call-center agents and onsite technicians .................................................... 598
66.A8.43 ................................................................................................................................................................................ 598
Recommended action for customers .......................................................................................................... 598
Recommended action for call-center agents and onsite technicians .................................................... 598
66.A8.50 ................................................................................................................................................................................ 599
Recommended action for customers .......................................................................................................... 599
Recommended action for call-center agents and onsite technicians .................................................... 600
66.A9.3z ................................................................................................................................................................................ 600
Recommended action for customers .......................................................................................................... 601
Recommended action for call-center agents and onsite technicians .................................................... 601
66.AA.A1 ............................................................................................................................................................................... 601
Recommended action for customers .......................................................................................................... 601
Recommended action for call-center agents and onsite technicians .................................................... 601
66.AA.1B ............................................................................................................................................................................... 601
Recommended action for customers .......................................................................................................... 602
Recommended action for call-center agents and onsite technicians .................................................... 602
66.AA.2B ............................................................................................................................................................................... 602
Recommended action for customers .......................................................................................................... 602
Recommended action for call-center agents and onsite technicians .................................................... 602
66.AA.3B ............................................................................................................................................................................... 603
Recommended action for customers .......................................................................................................... 603
Recommended action for call-center agents and onsite technicians .................................................... 603
66.AA.4B ............................................................................................................................................................................... 603
Recommended action for customers .......................................................................................................... 603
Recommended action for call-center agents and onsite technicians .................................................... 603
66.AA.5B ............................................................................................................................................................................... 604
Recommended action for customers .......................................................................................................... 604
Recommended action for call-center agents and onsite technicians .................................................... 604
66.AA.6B ............................................................................................................................................................................... 604
Recommended action for customers .......................................................................................................... 604
Recommended action for call-center agents and onsite technicians .................................................... 604
66.AA.7B ............................................................................................................................................................................... 605
Recommended action for customers .......................................................................................................... 605
Recommended action for call-center agents and onsite technicians .................................................... 605

ENWW xxxi
 66.AA.8B ............................................................................................................................................................................... 605
Recommended action for customers .......................................................................................................... 605
Recommended action for call-center agents and onsite technicians .................................................... 605
66.AA.9B ............................................................................................................................................................................... 606
Recommended action for customers .......................................................................................................... 606
Recommended action for call-center agents and onsite technicians .................................................... 606
66.AA.AB ............................................................................................................................................................................... 606
Recommended action for customers .......................................................................................................... 606
Recommended action for call-center agents and onsite technicians .................................................... 606

27 81.wx.yz, 82.wx.yz error codes ....................................................................................................................................................... 607

81.* errors ............................................................................................................................................................................. 608
Recommended action .................................................................................................................................... 608
81.WX.YZ Embedded Jetdirect Error To continue turn off then on .............................................................................. 609
Recommended action .................................................................................................................................... 609
81.WX.00 Wireless Network Error To continue turn off then on .................................................................................. 610
Recommended action .................................................................................................................................... 610
82.* errors ............................................................................................................................................................................. 611
Recommended action .................................................................................................................................... 611
82.73.45 Disk Successfully cleaned ................................................................................................................................. 612
No action necessary ....................................................................................................................................... 612
82.73.46, 82.73.47 ............................................................................................................................................................. 613
Recommended action .................................................................................................................................... 613

28 90.wx.yz error codes ......................................................................................................................................................................... 615

90.0F.06 ................................................................................................................................................................................. 615
Recommended action for customers .......................................................................................................... 615
Recommended action for call-center agents and onsite technicians .................................................... 615

29 98.wx.yz error codes ......................................................................................................................................................................... 617

98.* errors ............................................................................................................................................................................. 618
Recommended action .................................................................................................................................... 618
98.00.01 or 98.01.00 Corrupt data in firmware volume ............................................................................................... 619
Recommended action .................................................................................................................................... 619
98.00.02 Corrupt data in the solutions volume ............................................................................................................. 620
Recommended action .................................................................................................................................... 620
98.00.03 Corrupt data in the configuration volume ...................................................................................................... 621
Recommended action .................................................................................................................................... 621
98.00.04 Corrupt data in the job data volume ............................................................................................................... 622
Recommended action .................................................................................................................................... 622

xxxii ENWW
30 99.wx.yz error codes ......................................................................................................................................................................... 623
99.* errors ............................................................................................................................................................................. 624
Recommended action .................................................................................................................................... 624
99.00.01 Upgrade not performed file is corrupt ............................................................................................................ 625
Recommended action .................................................................................................................................... 625
99.00.02 Upgrade not performed timeout during receive ........................................................................................... 626
Recommended action .................................................................................................................................... 626
99.00.04 Upgrade not performed timeout during receive ........................................................................................... 627
Recommended action .................................................................................................................................... 627
99.00.05 Upgrade not performed timeout during receive ........................................................................................... 628
Recommended action .................................................................................................................................... 628
99.00.09 Upgrade canceled by user ................................................................................................................................ 629
Recommended action .................................................................................................................................... 629
99.00.10 Upgrade canceled by user ................................................................................................................................ 630
Recommended action .................................................................................................................................... 630
99.00.11 Upgrade canceled by user ................................................................................................................................ 631
Recommended action .................................................................................................................................... 631
99.00.12 Upgrade not performed the file is invalid ....................................................................................................... 632
Recommended action .................................................................................................................................... 632
99.00.13 Upgrade not performed the file is invalid ....................................................................................................... 633
Recommended action .................................................................................................................................... 633
99.00.14 Upgrade not performed the file is invalid ....................................................................................................... 634
Recommended action .................................................................................................................................... 634
99.00.2x ................................................................................................................................................................................ 635
Recommended action .................................................................................................................................... 635
99.01.xx ................................................................................................................................................................................ 636
Recommended action .................................................................................................................................... 636
99.02.01 ................................................................................................................................................................................ 637
No action necessary ....................................................................................................................................... 637
99.02.09 ................................................................................................................................................................................ 638
No action necessary ....................................................................................................................................... 638
99.09.61 Unsupported disk ............................................................................................................................................... 639
Recommended action .................................................................................................................................... 639
99.09.62 Unknown disk ...................................................................................................................................................... 640
Recommended action .................................................................................................................................... 640
99.09.65 Disk data error .................................................................................................................................................... 641
Recommended action .................................................................................................................................... 641
99.09.67 Disk is not bootable please download firmware ........................................................................................... 642
Recommended action .................................................................................................................................... 642

ENWW xxxiii
 31 Alphabetical error messages ........................................................................................................................................................... 643
Accept bad signature .......................................................................................................................................................... 647
Recommended action .................................................................................................................................... 647
Bad optional tray connection ............................................................................................................................................. 648
Recommended action .................................................................................................................................... 648
<binname> full Remove all paper from bin .................................................................................................................... 649
Recommended action .................................................................................................................................... 649
Canceling ............................................................................................................................................................................... 650
No action necessary ....................................................................................................................................... 650
Canceling...<jobname> ....................................................................................................................................................... 651
No action necessary ....................................................................................................................................... 651
Checking engine ................................................................................................................................................................... 652
No action necessary ....................................................................................................................................... 652
Checking paper path ........................................................................................................................................................... 653
No action necessary ....................................................................................................................................... 653
Chosen personality not available To continue touch “OK” ............................................................................................ 654
Recommended action .................................................................................................................................... 654
Cleaning ................................................................................................................................................................................. 655
No action necessary ....................................................................................................................................... 655
Cleaning do not grab paper ................................................................................................................................................ 656
No action necessary ....................................................................................................................................... 656
Clearing event log ................................................................................................................................................................ 657
No action necessary ....................................................................................................................................... 657
Clearing paper path ............................................................................................................................................................. 658
Recommended action .................................................................................................................................... 658
Cooling device ...................................................................................................................................................................... 659
No action necessary ....................................................................................................................................... 659
Creating cleaning page... .................................................................................................................................................... 660
No action necessary ....................................................................................................................................... 660
Data received To print last page press “OK” .................................................................................................................... 661
Recommended action .................................................................................................................................... 661
Event log is empty ............................................................................................................................................................... 662
No action necessary ....................................................................................................................................... 662
Expected drive missing ....................................................................................................................................................... 663
Recommended action .................................................................................................................................... 663
External device initializing .................................................................................................................................................. 664
No action necessary ....................................................................................................................................... 664
FIM Load Error Send full FIM on <X> port ........................................................................................................................ 665
Recommended action .................................................................................................................................... 665
Genuine HP cartridge installed .......................................................................................................................................... 666
No action necessary ....................................................................................................................................... 666

xxxiv ENWW
 Genuine HP supply installed .............................................................................................................................................. 667
Recommended action .................................................................................................................................... 667
HP Secure hard drive disabled ........................................................................................................................................... 668
Recommended action .................................................................................................................................... 668
Initializing... ........................................................................................................................................................................... 669
No action necessary ....................................................................................................................................... 669
Install supplies ..................................................................................................................................................................... 670
Recommended action .................................................................................................................................... 670
Internal disk device failure To clear touch “OK” .............................................................................................................. 671
Recommended action .................................................................................................................................... 671
Internal disk file operation failed ....................................................................................................................................... 672
Recommended action .................................................................................................................................... 672
Internal disk file system is full ........................................................................................................................................... 673
Recommended action .................................................................................................................................... 673
Internal disk is write protected .......................................................................................................................................... 674
Recommended action .................................................................................................................................... 674
Internal disk not found ........................................................................................................................................................ 675
Recommended action .................................................................................................................................... 675
Internal disk not initialized ................................................................................................................................................. 676
Recommended action .................................................................................................................................... 676
Internal disk spinning up .................................................................................................................................................... 677
No action necessary ....................................................................................................................................... 677
Loading program <XX> Do not power off ........................................................................................................................ 678
No action necessary ....................................................................................................................................... 678
Manually feed output stack Then touch "OK" to print second side .............................................................................. 679
Recommended action .................................................................................................................................... 679
Manually feed: <Type><Size> ........................................................................................................................................... 680
Recommended action .................................................................................................................................... 680
No job to cancel .................................................................................................................................................................... 681
No action necessary ....................................................................................................................................... 681
NON HP Supply Installed .................................................................................................................................................... 682
Recommended action .................................................................................................................................... 682
Paused… ................................................................................................................................................................................ 683
Recommended action .................................................................................................................................... 683
Performing Paper Path Test .............................................................................................................................................. 684
No action necessary ....................................................................................................................................... 684
Please Wait... ........................................................................................................................................................................ 685
No action necessary ....................................................................................................................................... 685
Printing Cleaning Page... ..................................................................................................................................................... 686
No action necessary ....................................................................................................................................... 686
Printing Configuration... ...................................................................................................................................................... 687

ENWW xxxv
 No action necessary ....................................................................................................................................... 687
Printing engine test... .......................................................................................................................................................... 688
No action necessary ....................................................................................................................................... 688
Printing Event Log... ............................................................................................................................................................ 689
No action necessary ....................................................................................................................................... 689
Printing File Directory... ....................................................................................................................................................... 690
No action necessary ....................................................................................................................................... 690
Printing Font List... ............................................................................................................................................................... 691
No action necessary ....................................................................................................................................... 691
Printing Help Page... ............................................................................................................................................................ 692
No action necessary ....................................................................................................................................... 692
Printing Menu Map... ............................................................................................................................................................ 693
No action necessary ....................................................................................................................................... 693
Printing Registration Page ................................................................................................................................................. 694
No action necessary ....................................................................................................................................... 694
Printing stopped... ............................................................................................................................................................... 695
No action necessary ....................................................................................................................................... 695
Printing Supplies Status Page... ......................................................................................................................................... 696
No action necessary ....................................................................................................................................... 696
Printing Usage Page... ......................................................................................................................................................... 697
No action necessary ....................................................................................................................................... 697
Processing duplex job Do not grab paper until job completes ..................................................................................... 698
No action necessary ....................................................................................................................................... 698
Processing job from tray <x>... Do not grab paper until job completes ..................................................................... 699
No action necessary ....................................................................................................................................... 699
Processing... .......................................................................................................................................................................... 700
No action necessary ....................................................................................................................................... 700
Processing... copy <x> of <y> ............................................................................................................................................ 701
No action necessary ....................................................................................................................................... 701
RAM disk device failure To clear press “OK” .................................................................................................................... 702
Recommended action .................................................................................................................................... 702
RAM disk file operation failed To clear press “OK” .......................................................................................................... 703
Recommended action .................................................................................................................................... 703
RAM disk file system is full To clear press “OK” .............................................................................................................. 704
Recommended action .................................................................................................................................... 704
RAM disk is write protected To clear press “OK” ............................................................................................................. 705
Recommended action .................................................................................................................................... 705
RAM disk not initialized ....................................................................................................................................................... 706
Recommended action .................................................................................................................................... 706
Ready ..................................................................................................................................................................................... 707
No action necessary ....................................................................................................................................... 707

xxxvi ENWW
 Ready <IP Address> ............................................................................................................................................................ 708
No action necessary ....................................................................................................................................... 708
Receiving Upgrade ............................................................................................................................................................... 709
Recommended action .................................................................................................................................... 709
Remove USB accessory ...................................................................................................................................................... 710
Recommended action .................................................................................................................................... 710
Resend external accessory firmware ............................................................................................................................... 711
Recommended action .................................................................................................................................... 711
Resend Upgrade .................................................................................................................................................................. 712
Recommended action .................................................................................................................................... 712
Restore Factory Settings .................................................................................................................................................... 713
No action necessary ....................................................................................................................................... 713
ROM disk device failed To clear press “OK” ...................................................................................................................... 714
Recommended action .................................................................................................................................... 714
ROM disk file operation failed To clear press “OK” ......................................................................................................... 715
Recommended action .................................................................................................................................... 715
ROM disk file system is full To clear press “OK” .............................................................................................................. 716
Recommended action .................................................................................................................................... 716
ROM disk is write protected To clear press “OK” ............................................................................................................. 717
Recommended action .................................................................................................................................... 717
ROM disk not initialized To clear press “OK” .................................................................................................................... 718
Recommended action .................................................................................................................................... 718
Rotating Motor ..................................................................................................................................................................... 719
Recommended action .................................................................................................................................... 719
Size mismatch in Tray <x> ................................................................................................................................................. 720
Recommended action .................................................................................................................................... 720
Sleep mode on ..................................................................................................................................................................... 721
No action necessary ....................................................................................................................................... 721
Supplies low .......................................................................................................................................................................... 722
Recommended action .................................................................................................................................... 722
Supply memory warning .................................................................................................................................................... 723
No action necessary ....................................................................................................................................... 723
The unit has corrupt data ................................................................................................................................................... 723
Recommended action for 98.00.01, 98.00.02, and 98.00.03 ................................................................ 723
Recommended action for 98.00.04 ............................................................................................................. 723
Type mismatch Tray <x> .................................................................................................................................................... 724
Recommended action .................................................................................................................................... 724
Unsupported drive installed To continue, touch “OK” .................................................................................................... 725
Recommended action .................................................................................................................................... 725
Unsupported tray configuration ........................................................................................................................................ 726
Recommended action .................................................................................................................................... 726

ENWW xxxvii
 Unsupported USB accessory detected Remove USB accessory .................................................................................. 727
Recommended action .................................................................................................................................... 727
USB accessory not functional ............................................................................................................................................ 728
Recommended action .................................................................................................................................... 728
USB hubs are not fully supported Some operations may not work properly ............................................................ 729
Recommended action .................................................................................................................................... 729
USB is write protected To clear press “OK” ...................................................................................................................... 730
Recommended action .................................................................................................................................... 730
USB needs too much power Remove USB and then turn off and on .......................................................................... 731
Recommended action .................................................................................................................................... 731
USB not initialized ................................................................................................................................................................ 732
Recommended action .................................................................................................................................... 732
USB storage accessory removed Clearing any associated data .................................................................................. 733
Recommended action .................................................................................................................................... 733
USB storage device failure To clear press “OK” ............................................................................................................... 734
Recommended action .................................................................................................................................... 734
USB storage file operation failed To clear press “OK” .................................................................................................... 735
Recommended action .................................................................................................................................... 735
USB storage file system is full To clear press “OK” ........................................................................................................ 736
Recommended action .................................................................................................................................... 736
Waiting for tray <x> to lift .................................................................................................................................................. 737
No action necessary ....................................................................................................................................... 737
Windows Login Required to Use this Feature ................................................................................................................. 738
Recommended action .................................................................................................................................... 738

xxxviii ENWW
1 About this document

This document provides error-code troubleshooting information. Procedures and part numbers change. For
current information, use the browser-based format.

Choose the format that best meets your needs.

Table 1-1 Content format types

Format Document title example Recommended use

Browser-based [Product] - Control Panel Message ● Use when support portals are
Document (CPMD) accessible for up-to-date information

PDF [Product] - Control Panel Message ● Use when support portals are NOT
Document (CPMD) PDF accessible at time of service

● Use when a printable document is

needed

NOTE: Refer to the printer service manual

for removal and replacement procedures.

NOTE: For current information, use the

browser-based format.

ENWW 1
2 Chapter 1 About this document ENWW
2 Control-panel message types

The control-panel messages and event code entries indicate the current product status or situations that might
require action.

NOTE: Event log errors do not appear on the control-panel display. Open the event log to view or print the
event log errors.

A control-panel message displays temporarily and might require the user to acknowledge the message by
touching the OK button to resume printing or by touching the Stop button to cancel the job. With certain
messages, the job might not finish printing or the print quality might be affected. If the message is related to
printing and the auto-continue feature is on, the product will attempt to resume printing after the message has
appeared for 10 seconds without acknowledgement.

For some messages, restarting the product might fix the problem. If a critical error persists, the product might
require service.

ENWW 3
4 Chapter 2 Control-panel message types ENWW
3 Error-code and control-panel-message
troubleshooting overview

● Error codes

Error codes
Error codes and control-panel messages display on the printer control panel to indicate the current printer status
or situations that might require action. Error codes are numerical, or alphanumerical, and have a set structure
with six characters (example: 13.WX.YZ).

● The first two characters are numeric and represent the system component that is causing the error. For
example, in error code 10.22.15, 10 = Supplies for HP LaserJets.

● The remaining four characters (W, X, Y, and Z values) further define the error.

HP LaserJet and HP PageWide Enterprise error codes are documented in the control panel message document
(CPMD) for each printer.

The CPMD is a comprehensive list of error codes, diagnostic and troubleshooting steps to clear or resolve the
error, and other helpful information such as service mode pins and part numbers.

The CPMD is continually updated and republished with the latest information for the following error codes.

Table 3-1 ERROR CODES: The first two characters

Error code System Component System Error Description

10.WX.YZ Supplies (LaserJet) Supply error or supply memory error.

11.WX.YZ Real-time clock Internal error with the clock on the

formatter.

13.WX.YZ Jam (LaserJet) Paper jam or open door jam error.

15.WX.YZ Jam (PageWide) Paper jam or open door jam error.

17.WX.YZ Supplies (PageWide) Supply error or supply memory error.

20.WX.YZ Printer memory Insufficient memory or buffering error.

21.WX.YZ Page Page complexity causing a decompression

error when trying to process job.

30.WX.YZ Scanner Flatbed scanner error occurring inside the

unit.

31.WX.YZ Document feeder Document feeder, scanner, or jam error.

ENWW Error codes 5

 Table 3-1 ERROR CODES: The first two characters (continued)

32.WX.YZ Backup, restore, or reset Backup, restore, or reset notification or

error.

33.WX.YZ Security Backup, Disk, EFI BIOS, Firmware integrity

(SureStart), or Trusted Platform Module
(TPM) notification or error.

40.WX.YZ Input/Output (I/O) Partition manager, secure erase, or USB

accessory error.

41.WX.YZ Fuser, Laser scanner, or Paper path Miscellaneous error including general and
misprint or mismatch errors typically
involving (but not limited to) the fuser, the
laser scanner, or the paper path.

42.WX.YZ Firmware Firmware failure involving the Event Log,

Shell, System Manager, or other
component.

44.WX.YZ Firmware Firmware failure involving a digital sending

component.

45.WX.YZ OXPd/Web Kit (PageWide) Informational notifications involving the

OXPd Web Kit (communications log).

46.WX.YZ Engine (LaserJet) Engine communication error.

47.WX.YZ Firmware Job parser or printer calibration error.

48.WX.YZ Firmware PJA job accounting, job management, or job

pipeline error.

49.WX.YZ Firmware Firmware communication error.

50.WX.YZ Fuser (LaserJet) Fuser error.

51.WX.YZ Laser scanner (LaserJet) Laser scanner beam error.

52.WX.YZ Laser scanner (LaserJet) Laser scanner startup error.

54.WX.YZ Sensor Sensor error (not jam related).

55.WX.YZ DC controller (LaserJet) DC controller communication error.

56.WX.YZ Paper handling (LaserJet) Paper input/output or accessory error.

57.WX.YZ Fan Fan error.

58.WX.YZ Sensor Engine sensor failure.

59.WX.YZ Motor (LaserJet) Motor error.

60.WX.YZ Tray motor error (LaserJet) Tray lifting or pick up error.

61.WX.YZ Engine (PageWide) Print engine error with the 8–bit data
package.

62.WX.YZ System (LaserJet) LaserJet internal system error.

Print bar (PageWide) PageWide print system error.

63.WX.YZ Engine (LaserJet) General engine error (electrical,

communication, etc.).

65.WX.YZ Connector Output accessory connection error.

66.WX.YZ Output accessory Output accessory error.

6 Chapter 3 Error-code and control-panel-message troubleshooting overview ENWW

 Table 3-1 ERROR CODES: The first two characters (continued)

67.WX.YZ Input accessory Input accessory connection error

69.WX.YZ Duplexer Duplexer error.

70.WX.YZ DC controller (LaserJet) DC controller firmware error.

80.WX.YZ Managed device Embedded Jetdirect error.

81.WX.YZ Near Field Communication (NFC) Wireless, Bluetooth or internal EIO error.

82.WX.YZ Memory (hard disk, EMMC, etc.) Disk hardware error.

90.WX.YZ Internal diagnostics Internal test of systems (i.e. disk, CPB,

display) or interconnection error.

98.WX.YZ Hard disk Hard disk partition error.

99.WX.YZ Firmware installer Remote Firmware Upgrade (RFU), firmware

install (engine or accessory), or disk error.

ENWW Error codes 7

8 Chapter 3 Error-code and control-panel-message troubleshooting overview ENWW
4 How to search for printer documentation

The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals
GCSN and WISE (formerly SAW). GCSN is available to HP channel partners and WISE is available to call agents,
service technicians, and other HP internal users. The level of detail available will depend on your access
credentials. These instructions are for HP internal use. To learn how to find support content in WISE, watch the
video here.

● How to search WISE for printer documentation

● How to search GCSN for printer documentation

To view a list of control panel message documents per printer in WISE, go to HP LaserJet, OfficeJet, PageWide,
ScanJet Enterprise - Control panel message document (CPMD) list (HP internal only).

How to search WISE for printer documentation

These instructions are for HP internal use by call agents, service technicians, and other internal users. To learn
how to find support content in WISE, watch the video here.

To view a list of control panel message documents per printer in WISE, go to HP LaserJet, OfficeJet, PageWide,
ScanJet Enterprise - Control panel message document (CPMD) list (HP internal only).

How to search GCSN for printer documentation

These instructions are for internal use by HP Channel Partners. To learn how to find support content in GCSN,
watch the video here or follow these steps:

1. On the Home screen in GCSN, open Technical information using one of the following two methods:

● Type TINF in the Speedcode field found in the upper right corner and press Enter.

ENWW 9
 ● On the Home page, click Technical information in the left pane.

2. Under Product Search, select the Type, Category, Family, and Series that match your product model (leave
the Model field as blank or the default).

NOTE: Make sure to log in to GCSN using your service-qualified credentials to access the most
comprehensive content list available. To find out how to become service-qualified, contact your HP
representative.

Figure 4-1 Sample product search criteria

10 Chapter 4 How to search for printer documentation ENWW

 3. Click Add Favorites and then click Add to add the printer to your Favorites list and allow you to bypass the
Product Search fields next time for that particular model (optional).

4. Clear all of the high-level check boxes.

5. Select the check boxes for the document types for which you want to search.

NOTE: Select only the high-level Manuals and Guides search option if you are not sure in which type of
manual or guide the content might be listed.

6. Select Submit.

7. If needed, click Back To selection Criteria and narrow your search (the maximum allowed search result is
100 documents).

NOTE: Do not select the Top Issue option unless you only want to view top issues for that model. All other
available content will be filtered out.

ENWW How to search GCSN for printer documentation 11

 Technical information type Select this checkbox
CPMD CPMD-Map
List of all CPMDs per product Support Information
Installation Guide or Hardware Install Guide Maintenance/Service Guide or Install Guide
Service cost document Install Guide or Service Guide/Manual
Service guide or Service manual Service Guide/Manual
Self-solve or troubleshooting document Support Information
User manual or User guide User Guide
Warranty and Legal Guide Warranty Statement

12 Chapter 4 How to search for printer documentation ENWW

5 Printer service information

Last update: January 25, 2019

Service mode PIN numbers:

● MFP 780/785, E77650, E77660, P77440, P77940, P77950, P77960: 09078017

● SFP 765, P775250: 09076517

NOTE: When possible, always update the printer firmware to the latest available version at HP.com as part of
the troubleshooting performed for any of the following errors.

After the firmware updates, re-enable autosend through the control panel

ENWW 13
14 Chapter 5 Printer service information ENWW
6 11.wx.yz error codes

● 11.00.01 or 11.00.02 Internal clock error

ENWW 15
 11.00.01 or 11.00.02 Internal clock error
This message indicates a problem with the formatter's real time clock.

● Recommended action for call-center agents and onsite technicians

The product real time clock has experienced an error.

● 01=dead clock

● 02=dead real time clock

Recommended action for call-center agents and onsite technicians

1. Whenever the product is turned off and then turned on again, set the time and date on the control panel.

2. If the error persists, replace the formatter.

For instructions: See the Repair Service Manual for this product.

Part numbers:

Formatter PCA (SF) J7Z04-67902

Formatter PCA (SF (China/India) J7Z04-67903

Formatter PCA (MFP) J7Z09-67912

Formatter PCA - (MFP China/India) J7Z09-67913

16 Chapter 6 11.wx.yz error codes ENWW

7 15.wx.yz error codes

● 15.11.Az

● 15.11.Dz

● 15.11.Fz

● 15.12.5z

● 15.12.8z

● 15.12.Az

● 15.12.Dz

● 15.12.Fz

● 15.21.5z

● 15.21.8z

● 15.21.Az

● 15.21.Dz

● 15.21.Fz

● 15.22.5z

● 15.22.8z

● 15.22.Az

● 15.22.Dz

● 15.22.Fz

● 15.37.Az

● 15.37.Dz

● 15.37.Fz

● 15.38.Az

● 15.38.Dz

● 15.38.Fz

ENWW 17
 ● 15.48.Az

● 15.48.Dz

● 15.48.Fz

● 15.51.7z

● 15.51.Az

● 15.51.Dz

● 15.51.F0

● 15.51.FF

● 15.62.7z

● 15.62.Az

● 15.62.F0

● 15.62.FF

● 15.51.FF

● 15.63.Dz

● 15.63.F0

● 15.63.FF

● 15.67.Az

● 15.67.Dz

● 15.67.F0

● 15.67.FF

● 15.A1.A1

● 15.A1.D1

● 15.A2.Fz

● 15.A3.Fz

● 15.A4.Fz

● 15.A5.Fz

● 15.A6.Fz

● 15.A7.Fz

● 15.A8.Fz

● 15.A9.Fz

● 15.Ax.Az

18 Chapter 7 15.wx.yz error codes ENWW

 ● 15.Ax.Dz

● 15.B1.5z

● 15.B1.7z

● 15.B1.8z

● 15.B1.Az

● 15.B1.Dz

● 15.B1.Fz

● 15.B2.5z

● 15.B2.7z

● 15.B2.8z

● 15.B2.Az

● 15.B2.Dz

● 15.B2.Fz

● 15.C1.5z

● 15.C1.6z

● 15.C1.7z

● 15.C1.8z

● 15.C1.9z

● 15.C1.Az

● 15.C1.Cz

● 15.C1.Dz

● 15.C1.Fz

● 15.D1.5z

● 15.D1.8z

● 15.D1.Fz

● 15.D2.5z

● 15.D2.8z

● 15.D2.Az

● 15.D2.Dz

● 15.D2.Fz

● 15.E1.5z

ENWW 19
 ● 15.E1.6z

● 15.E1.7z

● 15.E1.8z

● 15.E1.Az

● 15.E1.Cz

● 15.E1.Dz

● 15.E1.Fz

● 15.F1.E0

● 15.F5.E0

● 15.Fx.E0

15.11.Az
Paper jammed in the right side vertical path. The trailing edge of the paper from the indicated source tray, was
not detected in the allotted amount of time by the accessory jam sensor in the right side vertical path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.11.A0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.11.A4 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.11.A5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.11.A6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.11.A7 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.11.A8 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.11.A9 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

20 Chapter 7 15.wx.yz error codes ENWW

 4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press OK.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Maintenance menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if
the remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Support Tools / Maintenance /
Tray [z] Rollers).

8. If the error persists, send an onsite technician to perform the following steps.

9. Remove the source tray and check that the pick and separation rollers are correctly installed. Remove the
rollers and check them for wear and/or damage. Replace the rollers if needed.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

ENWW 15.11.Az 21
 NOTE: Reset the tray roller kit life counter after the kit has been replaced (Support Tools / Maintenance /
Tray [z] Rollers).

10. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

11. Check if the right door is ajar but the right door open sensor is not indicating door open.

12. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

13. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed, replace the
right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

14. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

15. From the Service / Advance Service / Sensors menu, run the Vertical sensor test. The sensor should show
Not Tripped when the right side door is closed and Tripped when the door is open. If the sensor fails the
test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the following
steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the accessory jam
sensor and the right rear lower PCA (J3). If damage is found, replace the right rear lower FFC kit.

Part number: A7W93-67006

c. If the Accessory Jam sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

16. Check the accessory paper path drive and paper guides for paper remnants or other obstructions. Remove
any obstructions found.

22 Chapter 7 15.wx.yz error codes ENWW

 17. From the Service / Advance Service / Component Tests / Tray Motors menu, run the Separation Motor test
(in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in the table
below. Confirm that the motor runs in reverse direction and no error is reported.

Tray configuration Separation Motor test (from input tray)

Single A3 Tray Tray 2

Two A4 tandem trays Tray 3

18. Run the Separation motor test again (in reverse direction), but with the right door open this time.

a. Install the door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the shaft in the vertical path turns. If the shaft does not turn,
most likely the separation drive belt is broken or dislodged, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for See the Repair Service Manual for this product.

19. From the Service menu, run the Separation motor test (in reverse direction) from the indicated input tray
for the printer’s installed accessory tray as shown in the table below. Confirm that the motor runs in
reverse direction and no error is reported.

Installed accessory tray Separation Motor test (from input tray)

Single A3 accessory tray Separation (tray 3 / tray 4) (If the printer has an A3 universal
tray, go to tray 3 motors, if the printer has two A4 tandem trays,
then go to tray 4 motors.)

3 x 550 A3 accessory tray Separation (tray 3 / tray 4) (If the printer has an A3 universal
tray, go to tray 3 motors, if the printer has two A4 tandem trays,
then go to tray 4 motors.)

High capacity accessory (HCI) tray Separation (tray 4 / tray 5) (If the printer has an A3 universal
tray, go to tray 4 motors, if the printer has two A4 tandem trays,
then go to tray 5 motors.)

20. If a 3 x 550 A3 accessory tray or a high capacity (HIC) accessory is installed, run the same Separation motor
test again (in reverse direction), but with the lower right door open this time.

a. Install the lower right door open sensor override device (or use a magnet).

NOTE: The lower right door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the shaft in the accessory’s vertical path turns. If the shaft does
not turn, most likely the separation drive belt is broken or dislodged, replace the pick and separation
kit.

Part number: A7W93-67031

Instructions for See the Repair Service Manual for this product.

ENWW 15.11.Az 23
 15.11.Dz
Paper jammed in the right side vertical path. The leading edge of the paper from the indicated source tray, was
not detected in the allotted amount of time by the accessory jam sensor in the right side vertical path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.11.D0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.11.D4 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.11.D5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.11.D6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.11.D7 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.11.D8 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.11.D9 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press OK.

24 Chapter 7 15.wx.yz error codes ENWW

 3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Maintenance menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if
the remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Support Tools / Maintenance /
Tray [z] Rollers).

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

9. Check if the right door is ajar but the right door open sensor is not indicating door open.

10. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

11. Check the accessory paper path drive and paper guides for paper remnants or other obstructions. Remove
any obstructions found.

12. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed, replace the
right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

13. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

ENWW 15.11.Dz 25
 14. From the Service / Advance Service / Sensors menu, run the sensor test. The sensor should show Not
Tripped when the right side door is closed and Tripped when the door is open. If the sensor fails the test,
clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the accessory jam
sensor and the RRL PCA (J3). If damage is found, replace the RRL FFC kit.

Part number: A7W93-67006

c. If the Accessory Jam sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

15. From the Service / Advance Service / Component Tests / Tray Motors menu, run the Separation motor test
(in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in the table
below. Confirm that the motor runs in reverse direction and no error is reported.

Tray configuration Separation Motor test (from input tray)

Single A3 Tray Tray 2

Two A4 tandem trays Tray 3

16. Run the Separation motor test again (in reverse direction), but with the right door open this time.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the shaft in the vertical path turns. If the shaft does not turn,
most likely the separation drive belt is broken or dislodged, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for See the Repair Service Manual for this product.

15.11.Fz
The right side vertical sensor detected a paper jam in the turn path area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

26 Chapter 7 15.wx.yz error codes ENWW

 ● 15.11.F0 Paper was detected at the right side vertical sensor in the turn path area while the printer was
turning on.

● 15.11.FF Paper was detected at the right side vertical sensor in the turn path area after the printer
attempted to clear a jam.

Recommended action for customers

1. Clear the jam.

a. Open the right door.

b. Remove any paper or paper remnants.

c. Close the right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the right door.

b. Remove any paper or paper remnants.

c. Close the right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Sensors menu, run the sensor test. The sensor should show Not
Tripped when the right door is closed and Tripped when the door is open.

4. If the sensor fails the test, clean the accessory jam sensor using a dry lint–free cloth.

5. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-center.

a. If the reflector is missing, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Clean the reflector with a dry lint–free cloth.

c. If the reflector is not flat or is misaligned, carefully remove and reinstall the reflector.

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the
accessory jam sensor and the right rear lower PCA (J3). If damage is found, replace the right rear lower FFC
kit.

Part number: A7W93–67006

7. If the error persists, replace the accessory jam sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

ENWW 15.11.Fz 27
 15.12.5z
Paper jammed in the right side vertical path. The trailing edge of the paper coming from the duplex path (after
being printed on one side), was not detected in the allotted amount of time by the turn path sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.12.50 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.12.51 Paper jammed in the right side vertical path printing from tray 1.

● 15.12.52 Paper jammed in the right side vertical path printing from tray 2.

● 15.12.53 Paper jammed in the right side vertical path printing from tray 3.

● 15.12.54 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.12.55 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.12.56 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.12.57 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.12.58 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.12.59 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press OK.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

28 Chapter 7 15.wx.yz error codes ENWW

 a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

8. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

9. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

10. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

11. From the Service / Advance Service / Sensors / Input Path menu, run the Upper Input path sensor test. The
sensor should show Not Tripped when the right side door is closed and Tripped when the door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

ENWW 15.12.5z 29
 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the turn path sensor and
the right rear lower PCA (J3). If damage is found, replace the right rear lower FFC kit.

Part number: A7W93–67006

c. If the Turn Path sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

12. From the Service / Advance Service / Component Tests menu, run the Rear Deskew Motor test (in the
forward direction.) The rear deskew motor drives the turn path shaft in the right vertical path. Confirm that
the motor runs in the forward direction and no error is reported.

13. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the turn shaft in the right vertical path turns. If the shaft does
not turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

14. From the Service / Advance Service / Component Tests menu, run the Duplex Exit Motor test (in the
forward direction). Confirm the motor runs in the forward direction and no error is reported.

15. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

15.12.8z
Paper jammed in the right side vertical path. The leading edge of the paper coming from the duplex path (after
being printed on one side), was not detected in the allotted amount of time by the turn path sensor.

30 Chapter 7 15.wx.yz error codes ENWW

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.12.80 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.12.81 Paper jammed in the right side vertical path printing from tray 1.

● 15.12.82 Paper jammed in the right side vertical path printing from tray 2.

● 15.12.83 Paper jammed in the right side vertical path printing from tray 3.

● 15.12.84 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.12.85 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.12.86 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.12.87 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.12.88 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.12.89 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

ENWW 15.12.8z 31
 a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service menu, run the Turn Path sensor test. The sensor should show Not Tripped when the right
side door is closed and Tripped when the door is open. If the sensor fails the test, clean the sensor using a
dry lint–free cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the turn path sensor and
the right rear lower PCA (J3). If damage is found, replace the right rear lower FFC kit.

Part number: A7W93–67006

c. If the Turn Path sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

8. From the Service menu, run the Rear Deskew Motor test (in the forward direction.) The rear deskew motor
drives the turn path shaft in the right vertical path. Confirm that the motor runs in the forward direction and
no error is reported.

9. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the turn shaft in the right vertical path turns. If the shaft does
not turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

32 Chapter 7 15.wx.yz error codes ENWW

 10. From the Service menu, run the Duplex Exit Motor test (in the forward direction). Confirm the motor runs in
the forward direction and no error is reported.

11. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

15.12.Az
Paper jammed in the right side vertical path. The trailing edge of the paper from the indicated source tray, was
not detected in the allotted amount of time by the turn path sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.12.A0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.12.A1 Paper jammed in the right side vertical path printing from tray 1.

● 15.12.A2 Paper jammed in the right side vertical path printing from tray 2.

● 15.12.A3 Paper jammed in the right side vertical path printing from tray 3.

● 15.12.A4 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.12.A5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.12.A6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.12.A7 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.12.A8 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.12.A9 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

ENWW 15.12.Az 33
 a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press OK.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Manage Supplies / Reset
Supplies / Tray 1 Roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

34 Chapter 7 15.wx.yz error codes ENWW

 9. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

10. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

11. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

12. From the Service / Advance Service / Sensors / Input Path menu, run the Upper Input path sensor test. The
sensor should show Not Tripped when the right side door is closed and Tripped when the door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the turn path sensor and
the right rear lower PCA (J3). If damage is found, replace the right rear lower FFC kit.

Part number: A7W93–67006

c. If the Turn Path sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

13. From the Service / Advance Service / Component Tests menu, run the Rear Deskew Motor test (in the
forward direction.) The rear deskew motor drives the turn path shaft in the right vertical path. Confirm that
the motor runs in the forward direction and no error is reported.

14. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

ENWW 15.12.Az 35
 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the turn shaft in the right vertical path turns. If the shaft does
not turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

15. For 15.12.A1 and 15.12.A2 errors, perform the following steps.

a. From the Service / Advance Service / Component Tests menu, run the Duplex Exit Motor test (in the
forward direction). Confirm the motor runs in the forward direction and no error is reported.

b. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

1. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Pull out the right duplexer.

3. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not
turn, most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive
assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

16. For 15.12.A4 through and 15.12.A9 errors, perform the following steps.

a. Check the accessory paper path drive and paper guides for any paper remnants or obstructions.
Remove any obstructions found.

b. From the Service / Advance Service / Component Tests menu, run the Separation motor test (in
reverse direction) from the indicated input tray for the printer’s tray configuration as shown in the
table below. Confirm that the motor runs in reverse direction and no error is reported.

Tray configuration Separation Motor test (from input tray)

Single A3 Tray Tray 2

Two A4 tandem trays Tray 3

c. Run the Separation motor test again (in reverse direction), but with the right door open this time.

1. Install the right door open sensor override device (or use a magnet).

36 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the shaft in the vertical path turns. If the shaft does not
turn, most likely the separation drive belt is broken or dislodged, replace the pick and separation
kit.

Part number: A7W93-67031

For instructions See the Repair Service Manual for this product.

15.12.Dz
Paper jammed in the right side vertical path. The leading edge of the paper from the indicated source tray, was
not detected in the allotted amount of time by the turn path sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.12.D0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.12.D1 Paper jammed in the right side vertical path printing from tray 1.

● 15.12.D2 Paper jammed in the right side vertical path printing from tray 2.

● 15.12.D3 Paper jammed in the right side vertical path printing from tray 3.

● 15.12.D4 Paper jammed in the right side vertical path printing from the A3 accessory upper tray.

● 15.12.D5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.12.D6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

● 15.12.D7 Paper jammed in the right side vertical path printing from the HCI left tray.

● 15.12.D8 Paper jammed in the right side vertical path printing from the HCI right tray.

● 15.12.D9 Paper jammed in the right side vertical path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

ENWW 15.12.Dz 37
 5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press OK.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Manage Supplies / Reset
Supplies / Tray 1 Roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

9. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

38 Chapter 7 15.wx.yz error codes ENWW

 10. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

11. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

12. Check that the right duplexer rear gear is not damaged. Check the right duplexer shaft for excessive wear
or damage. Manually move the back plate assembly by turning the gear on the back. If it is jammed or the
gear or shaft are damaged or worn, replace the right duplexer. Check the right duplexer shaft for excessive
wear or damage. If the gear or shaft are damaged or worn, replace the right duplexer.

Part number: A7W93-67032

For instructions:See the Repair Service Manual for this product.

13. From the Service / Advance Service / Sensors / Input Path menu, run the Upper Input path sensor test. The
sensor should show Not Tripped when the right side door is closed and Tripped when the door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the right side vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the turn path sensor and
the right rear lower PCA (J3).

c. If the Turn Path sensor test still fails, replace the sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

14. From the Service / Advance Service / Component menu, run the Rear Deskew Motor test (in the forward
direction.) The rear deskew motor drives the turn path shaft in the right vertical path. Confirm that the
motor runs in the forward direction and no error is reported.

15. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

ENWW 15.12.Dz 39
 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the turn shaft in the right vertical path turns. If the shaft does
not turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

16. For 15.12.D1 and 15.12.D2 errors, perform the following steps.

a. From the Service / Advance Service / Component menu, run the Duplex Exit Motor test (in the forward
direction). Confirm the motor runs in the forward direction and no error is reported.

b. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

1. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Pull out the right duplexer.

3. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not
turn, most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive
assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

17. For 15.12.D4 through and 15.12.D9 errors, perform the following steps.

a. Check the accessory paper path drive and paper guides for any paper remnants or obstructions.
Remove any obstructions found.

b. From the Service / Advance Service / Component menu, run the Separation motor test (in reverse
direction) from the indicated input tray for the printer’s tray configuration as shown in the table below.
Confirm that the motor runs in reverse direction and no error is reported.

Tray configuration Separation Motor test (from input tray)

Single A3 Tray Tray 2

Two A4 tandem trays Tray 3

c. Run the Separation motor test again (in reverse direction), but with the right door open this time.

1. Install the right door open sensor override device (or use a magnet).

40 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the shaft in the vertical path turns. If the shaft does not
turn, most likely the separation drive belt is broken or dislodged, replace the pick and separation
kit.

Part number: A7W93-67031

For instructions See the Repair Service Manual for this product.

15.12.Fz
The turn path sensor detected a paper jam in the turn path area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.12.F0 Paper was detected at the turn path sensor in the turn path area while the printer was turning on.

● 15.12.FF Paper was detected at the turn path sensor in the turn path area after the printer attempted to
clear a jam.

Recommended action for customers

1. Clear the jam.

a. Open the right door.

b. Remove any paper or paper remnants.

c. Close the right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the right door.

b. Remove any paper or paper remnants.

c. Close the right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Sensors / Input Path menu, run the Upper Input path sensor test. The
sensor should show Not Tripped when the right door is closed and Tripped when the door is open.

4. If the sensor fails the test, clean the turn path sensor using a dry lint–free cloth.

5. Check that the turn path sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If needed,
replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

ENWW 15.12.Fz 41
 Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the turn
path sensor and the right rear lower PCA (J3).

7. If the error persists, replace the turn path sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

15.21.5z
Paper jammed in the deskew area of the paper path while printing the backside of a duplex print job. The trailing
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the deskew
rear sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.21.50 Paper jammed in the deskew path printing from an unknown tray.

● 15.21.51 Paper jammed in the deskew path printing from tray 1.

● 15.21.52 Paper jammed in the deskew path printing from tray 2.

● 15.21.53 Paper jammed in the deskew path printing from tray 3.

● 15.21.54 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.21.55 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.21.56 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.21.57 Paper jammed in the deskew path printing from the HCI left tray.

● 15.21.58 Paper jammed in the deskew path printing from the HCI right tray.

● 15.21.59 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

42 Chapter 7 15.wx.yz error codes ENWW

 5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: W1B44A

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service/Sensors/Deskew Sensors) menu, run the Rear Deskew sensor test . The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the

ENWW 15.21.5z 43
 right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the rear deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service-Advance Service-Claibration/Cleaning-Calibrate Paper Path Sensors menu, run the
Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the rear deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

9. From the Service (Advance Service/Component Tests/Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction.) The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew rear shaft turns. If the shaft does not turn, most
likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

15.21.8z
Paper jammed in the deskew area of the paper path while printing the backside of a duplex print job. The leading
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the deskew
rear sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

44 Chapter 7 15.wx.yz error codes ENWW

 z = Source tray

● 15.21.80 Paper jammed in the deskew path printing from an unknown tray.

● 15.21.81 Paper jammed in the deskew path printing from tray 1.

● 15.21.82 Paper jammed in the deskew path printing from tray 2.

● 15.21.83 Paper jammed in the deskew path printing from tray 3.

● 15.21.84 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.21.85 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.21.86 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.21.87 Paper jammed in the deskew path printing from the HCI left tray.

● 15.21.88 Paper jammed in the deskew path printing from the HCI right tray.

● 15.21.89 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: W1B44A

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, please contact customer support.

ENWW 15.21.8z 45
 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

9. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

10. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

11. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original

46 Chapter 7 15.wx.yz error codes ENWW

 position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

12. From the Service menu, run the Rear Deskew sensor test. (Advance Service/Sensors/Deskew Sensors)The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the rear deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service-Advance Service-Claibration/Cleaning-Calibrate Paper Path Sensors menu, run the
Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the rear deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

13. From the Service menu, run the Rear Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors)The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

14. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew rear shaft turns. If the shaft does not turn, most
likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

ENWW 15.21.8z 47
 15.21.Az
Paper jammed in the deskew area of the paper path. The trailing edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the deskew rear sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.21.A0 Paper jammed in the deskew path printing from an unknown tray.

● 15.21.A1 Paper jammed in the deskew path printing from tray 1.

● 15.21.A2 Paper jammed in the deskew path printing from tray 2.

● 15.21.A3 Paper jammed in the deskew path printing from tray 3.

● 15.21.A4 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.21.A5 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.21.A6 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.21.A7 Paper jammed in the deskew path printing from the HCI left tray.

● 15.21.A8 Paper jammed in the deskew path printing from the HCI right tray.

● 15.21.A9 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

48 Chapter 7 15.wx.yz error codes ENWW

 NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray1 roller kit)

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. Check that the right duplexer rear gear is not damaged. Check the right duplexer shaft for excessive wear
or damage. Manually move the back plate assembly by turning the gear on the back. If it is jammed or the
gear or shaft are damaged or worn, replace the right duplexer. Check the right duplexer shaft for excessive
wear or damage. If the gear or shaft are damaged or worn, replace the right duplexer.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

9. From the Service menu, run the Rear Deskew sensor test. (Advance Service/Sensors/Deskew Sensors)The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

ENWW 15.21.Az 49
 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the rear deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine. If the calibration fails, check the
event log. If the logged error code points to the same sensor, replace the rear deskew sensor (REDI
sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

10. From the Service menu, run the Rear Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors)The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

11. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew rear shaft turns. If the shaft does not turn, most
likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

15.21.Dz
Paper jammed in the deskew area of the paper path. The leading edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the deskew rear sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.21.D0 Paper jammed in the deskew path printing from an unknown tray.

● 15.21.D1 Paper jammed in the deskew path printing from tray 1.

● 15.21.D2 Paper jammed in the deskew path printing from tray 2.

● 15.21.D3 Paper jammed in the deskew path printing from tray 3.

● 15.21.D4 Paper jammed in the deskew path printing from the A3 accessory upper tray.

50 Chapter 7 15.wx.yz error codes ENWW

 ● 15.21.D5 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.21.D6 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.21.D7 Paper jammed in the deskew path printing from the HCI left tray.

● 15.21.D8 Paper jammed in the deskew path printing from the HCI right tray.

● 15.21.D9 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists or damaged is seen, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

ENWW 15.21.Dz 51
 5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Open the upper right door and check inside for the loose metal strip.

Figure 7-1 Loose strip

Figure 7-2 Loose strip ex: 2

52 Chapter 7 15.wx.yz error codes ENWW

 7. If the ESD strip is detached, replace the whole unit.

Do not try to bend or adjust the metal strip as it has sharp edges.

Figure 7-3 Metal Strip installed correctly

8. If the strip does not appear to be loose, continue with the following troubleshooting steps.

9. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller Kit).

10. If the error persists, send an onsite technician to perform the following steps.

11. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

12. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

13. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

14. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original

ENWW 15.21.Dz 53
 position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

15. Check that the right duplexer rear gear is not damaged. Check the right duplexer shaft for excessive wear
or damage. Manually move the back plate assembly by turning the gear on the back. If it is jammed or the
gear or shaft are damaged or worn, replace the right duplexer. Check the right duplexer shaft for excessive
wear or damage. If the gear of shaft are damaged or worn, replace the right duplexer.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

16. From the Service menu, run the Rear Deskew sensor test. (Advance Service/Sensors/Deskew Sensors)The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the rear deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine.Advance Service-Claibration/
Cleaning-Calibrate Paper Path Sensors If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the rear deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

17. From the Service menu, run the Rear Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors)The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

18. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

54 Chapter 7 15.wx.yz error codes ENWW

 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew rear shaft turns. If the shaft does not turn, most
likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

15.21.Fz
The rear deskew sensor detected a paper jam in the deskew area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.21.F0 Paper was detected at the rear deskew sensor in the deskew area while the printer was turning
on.

● 15.21.FF Paper was detected at the rear deskew sensor in the deskew area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

ENWW 15.21.Fz 55
 d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service menu, run the Rear Deskew sensor test. (Advance Service/Sensors/Deskew Sensors)The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the rear deskew sensor using a dry lint–free cloth.

5. Check that the right duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the rear
deskew sensor and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67006

7. If the error persists, from the Service menu, run the Calibrate Paper Path Sensors routine. Advance Service-
Claibration/Cleaning-Calibrate Paper Path Sensors

a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the rear deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Rear Deskew sensor test again. If the status is OK, exit service mode
and print some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the
corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance. Advance Service-Claibration/Cleaning-Calibrate Paper
Path Sensors

8. If the error persists, replace the rear deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service menu.

15.22.5z
Paper jammed in the deskew area of the paper path while printing the backside of a duplex print job. The trailing
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the deskew
front sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

56 Chapter 7 15.wx.yz error codes ENWW

 z = Source tray

● 15.22.50 Paper jammed in the deskew path printing from an unknown tray.

● 15.22.51 Paper jammed in the deskew path printing from tray 1.

● 15.22.52 Paper jammed in the deskew path printing from tray 2.

● 15.22.53 Paper jammed in the deskew path printing from tray 3.

● 15.22.54 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.22.55 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.22.56 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.22.57 Paper jammed in the deskew path printing from the HCI left tray.

● 15.22.58 Paper jammed in the deskew path printing from the HCI right tray.

● 15.22.59 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: W1B44A

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, please contact customer support.

ENWW 15.22.5z 57
 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service menu, run the Front Deskew sensor test. (Advance Service/Sensors/Deskew Sensors) The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

58 Chapter 7 15.wx.yz error codes ENWW

 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the front deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine. (Advance Service-Claibration/
Cleaning-Calibrate Paper Path Sensors) If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the front deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

9. From the Service menu, run the Front Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors) Confirm that the motor runs in the forward direction and no error is
reported.

10. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.22.8z
Paper jammed in the deskew area of the paper path while printing the backside of a duplex print job. The leading
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the deskew
front sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.22.80 Paper jammed in the deskew path printing from an unknown tray.

● 15.22.81 Paper jammed in the deskew path printing from tray 1.

● 15.22.82 Paper jammed in the deskew path printing from tray 2.

● 15.22.83 Paper jammed in the deskew path printing from tray 3.

ENWW 15.22.8z 59
 ● 15.22.84 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.22.85 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.22.86 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.22.87 Paper jammed in the deskew path printing from the HCI left tray.

● 15.22.88 Paper jammed in the deskew path printing from the HCI right tray.

● 15.22.89 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: W1B44A

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

60 Chapter 7 15.wx.yz error codes ENWW

 a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path.

a. Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

b. Pull out the right duplexer and remove any paper or paper remnants on the duplex path floor. Inspect
the bottom side of the right duplexer for damage. If damage is found, please contact customer
support.

c. Reinsert the left and right duplexers.

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

9. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

10. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

11. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

12. From the Service menu, run the Front Deskew sensor test. (Advance Service/Sensors/Deskew Sensors) The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the

ENWW 15.22.8z 61
 right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the front deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine. (Advance Service-Claibration/
Cleaning-Calibrate Paper Path Sensors) If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the front deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

13. From the Service menu, run the Front Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors) Confirm that the motor runs in the forward direction and no error is
reported.

14. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.22.Az
Paper jammed in the deskew area of the paper path. The trailing edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the deskew front sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

62 Chapter 7 15.wx.yz error codes ENWW

 ● 15.22.A0 Paper jammed in the deskew path printing from an unknown tray.

● 15.22.A1 Paper jammed in the deskew path printing from tray 1.

● 15.22.A2 Paper jammed in the deskew path printing from tray 2.

● 15.22.A3 Paper jammed in the deskew path printing from tray 3.

● 15.22.A4 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.22.A5 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.22.A6 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.22.A7 Paper jammed in the deskew path printing from the HCI left tray.

● 15.22.A8 Paper jammed in the deskew path printing from the HCI right tray.

● 15.22.A9 Paper jammed in the deskew path printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

ENWW 15.22.Az 63
 3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. Check that the right duplexer rear gear is not damaged. Check the right duplexer shaft for excessive wear
or damage. Manually move the back plate assembly by turning the gear on the back. If it is jammed or the
gear or shaft are damaged or worn, replace the right duplexer.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

9. From the Service menu, run the Front Deskew sensor test. (Advance Service/Sensors/Deskew Sensors) The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the front deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine (Advance Service-Claibration/
Cleaning-Calibrate Paper Path Sensors). If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the front deskew sensor (REDI sensor).

Part number: A7W93-67076

64 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

10. From the Service menu, run the Front Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors). Confirm that the motor runs in the forward direction and no error is
reported.

11. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.22.Dz
Paper jammed in the deskew area of the paper path. The leading edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the deskew front sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.22.D0 Paper jammed in the deskew path printing from an unknown tray.

● 15.22.D1 Paper jammed in the deskew path printing from tray 1.

● 15.22.D2 Paper jammed in the deskew path printing from tray 2.

● 15.22.D3 Paper jammed in the deskew path printing from tray 3.

● 15.22.D4 Paper jammed in the deskew path printing from the A3 accessory upper tray.

● 15.22.D5 Paper jammed in the deskew path printing from the A3 accessory middle tray.

● 15.22.D6 Paper jammed in the deskew path printing from the A3 accessory lower tray.

● 15.22.D7 Paper jammed in the deskew path printing from the HCI left tray.

● 15.22.D8 Paper jammed in the deskew path printing from the HCI right tray.

● 15.22.D9 Paper jammed in the deskew path printing from the A3 accessory tray.

ENWW 15.22.Dz 65
 Recommended action for customers
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable..

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

66 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

9. Confirm that the right door latch is not damaged and that it keeps the right door securely latched when
door is closed. If the latch is damaged or the right door shows deformation that prevents the door from
closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

10. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

11. Inspect the idling pinch rollers in the right side doors (upper and lower doors if applicable). Turn the pinch
rollers by hand and verify that they spin freely. Push them in and confirm they spring back to the original
position. If any pinch roller is damaged, dislodged, or does not return to the original position when pressed,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

12. Check that the right duplexer rear gear is not damaged. Check the right duplexer shaft for excessive wear
or damage. Manually move the back plate assembly by turning the gear on the back. If it is jammed or the
gear or shaft are damaged or worn, replace the right duplexer. Check the right duplexer shaft for excessive
wear or damage. If the gear of shaft are damaged or worn, replace the right duplexer.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

13. From the Service menu, run the Front Deskew sensor test (Advance Service/Sensors/Deskew Sensors). The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth.
If the sensor test continues to fail, perform the following steps.

a. Check that the right duplexer cassette sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

ENWW 15.22.Dz 67
 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the front deskew sensor
and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

c. From the Service menu, run the Calibrate Paper Path Sensors routine (Advance Service-Claibration/
Cleaning-Calibrate Paper Path Sensors). If the calibration fails, check the event log. If the logged error
code points to the same sensor, replace the front deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

14. From the Service menu, run the Front Deskew Motor test (in the forward direction.) (Advance Service/
Component Tests/Deskew Motors). Confirm that the motor runs in the forward direction and no error is
reported.

15. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.22.Fz
The front deskew sensor detected a paper jam in the deskew area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.22.F0 Paper was detected at the front deskew sensor in the deskew area while the printer was turning
on.

● 15.22.FF Paper was detected at the front deskew sensor in the deskew area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

68 Chapter 7 15.wx.yz error codes ENWW

 a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service menu, run the Front Deskew sensor test (Advance Service/Sensors/Deskew Sensors). The
sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the
right duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the front deskew sensor using a dry lint–free cloth.

5. Check that the right duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the front
deskew sensor and the center rear lower PCA (J2). If damage is found, replace the center rear lower FFC kit.

Part number: A7W93–67005

7. If the error persists, from the Service menu, run the Calibrate Paper Path Sensors routine (Advance Service-
Claibration/Cleaning-Calibrate Paper Path Sensors).

a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the front deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Front Deskew sensor again. If the status is Ok, exit service mode and
print some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the

ENWW 15.22.Fz 69
 corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance.

8. If the error persists, replace the front deskew sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service menu.

15.37.Az
Paper jammed in the accessory’s right side vertical path. The trailing edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the middle tray vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.37.A0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.37.A6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

70 Chapter 7 15.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the accessory door alignment by looking at the front pin and making sure it aligns with the center
of the hole in the right side of the frame.

10. Confirm that when the accessory door is open, the printer reports that it is open.

11. Confirm that the accessory door latch is not damaged and that it keeps the accessory door securely latched
when door is closed. If the latch is damaged or the accessory door shows deformation that prevents the
door from closing, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

12. Inspect the idling pinch rollers in the accessory door. Turn the pinch rollers by hand and verify that they spin
freely. Push them in and confirm they spring back to the original position. If any pinch roller is damaged,
dislodged, or does not return to the original position when pressed, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

13. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Middle Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the accessory door is closed and Tripped when the door is
open. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

ENWW 15.37.Az 71
 a. Check that the middle tray vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the middle tray vertical
jam sensor and the middle tray distribution PCA (J4). If damage is found, replace the 3x550 sheet
paper tray FFC kit.

Part number: A7W95–67013

c. If the Middle Tray Vertical Jam sensor test still fails, replace the middle tray vertical jam sensor (REDI
sensor).

Part number: A7W93-67076

14. Check the printer’s accessory path drive for tray 5 amd tray 6.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in
the table below. Confirm that the motor runs in reverse direction and no error is reported.

b. Run the Separation motor tests again (in reverse direction), but with the right door open this time.

1. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the shaft in the accessory’s vertical path turns. If the shaft
does not turn, most likely the separation drive belt is broken or dislodged, replace the pick and
separation kit.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

15. Check the accessory’s tray path drive. There are two shafts that transport paper from the lower accessory
tray.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input trays for the printer’s tray configuration as shown in
the table below. Confirm that both motor runs in reverse direction and no error is reported.

b. Run the Separation motor test again (in reverse direction), but with the accessory tray door open this
time.

1. Install the accessory tray door open sensor override device (or use a magnet).

72 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the corresponding shafts in the accessory’s vertical path
turns. If the shaft does not turn, most likely the separation drive belt for the corresponding tray
is broken or dislodged, replace the pick and separation kit for that tray.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

15.37.Dz
Paper jammed in the accessory’s right side vertical path. The leading edge of the paper from the indicated
source tray, was not detected in the allotted amount of time by the middle tray vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.37.D0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.37.D6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

ENWW 15.37.Dz 73
 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the accessory door alignment by looking at the front pin and making sure it aligns with the center
of the hole in the right side of the frame.

10. Confirm that when the accessory door is open, the printer reports that it is open.

11. Confirm that the accessory door latch is not damaged and that it keeps the accessory door securely latched
when door is closed. If the latch is damaged or the accessory door shows deformation that prevents the
door from closing, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

12. Inspect the idling pinch rollers in the accessory door. Turn the pinch rollers by hand and verify that they spin
freely. Push them in and confirm they spring back to the original position. If any pinch roller is damaged,
dislodged, or does not return to the original position when pressed, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

13. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Middle Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the accessory door is closed and Tripped when the door is
open. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

74 Chapter 7 15.wx.yz error codes ENWW

 a. Check that the middle tray vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or
off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the middle tray vertical
jam sensor and the middle tray distribution PCA (J4). If damage is found, replace the 3x550 sheet
paper tray FFC kit.

Part number: A7W95–67013

c. If the Middle Tray Vertical Jam sensor test still fails, replace the middle tray vertical jam sensor (REDI
sensor).

Part number: A7W93-67076

14. Check the accessory’s tray path drive for tray 5 and tray 6.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in
the table below.

b. Run the Separation motor test again (in reverse direction), but with the accessory tray door open this
time.

1. Install the accessory tray door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the shaft in the accessory’s vertical path turns. If the shaft
does not turn, most likely the separation drive belt is broken or dislodged, replace the pick and
separation kit.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

15.37.Fz
The A3 accessory (middle tray) right side vertical sensor detected a paper jam in the multi-tray vertical path area
of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.37.F0 Paper was detected at the A3 accessory (middle tray) right side vertical sensor in the multi-tray
vertical path area while the printer was turning on.

● 15.37.FF Paper was detected at the A3 accessory (middle tray) right side vertical sensor in the multi-tray
vertical path area after the printer attempted to clear a paper jam.

ENWW 15.37.Fz 75
 Recommended action for customers
1. Clear the jam.

a. Open the accessory tray right door.

b. Remove any paper or paper remnants.

c. Close the accessory tray right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the accessory tray right door.

b. Remove any paper or paper remnants.

c. Close the accessory tray right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Middle Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the right accessory door is closed and Tripped when the
door is open.

4. If the sensor fails the test, clean the surface of the middle tray vertical sensor using a dry lint–free cloth.

5. Check that the middle tray vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the
middle tray vertical sensor and the middle tray distribution PCA (J4). If damage is found, replace the
3x550-sheet paper tray FFC kit.

Part number: A7W95-67013

7. If the error persists, replace the middle tray vertical jam sensor (REDI sensor).

Part number: A7W93-67076

15.38.Az
Paper jammed in the accessory’s right side vertical path. The trailing edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the upper tray vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

76 Chapter 7 15.wx.yz error codes ENWW

 ● 15.38.A0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.38.A5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.38.A6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

ENWW 15.38.Az 77
 7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the accessory door alignment by looking at the front pin and making sure it aligns with the center
of the hole in the right side of the frame.

10. Confirm that when the accessory door is open, the printer reports that it is open.

11. Confirm that the accessory door latch is not damaged and that it keeps the accessory door securely latched
when door is closed. If the latch is damaged or the accessory door shows deformation that prevents the
door from closing, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

12. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

13. Inspect the idling pinch rollers in the accessory door. Turn the pinch rollers by hand and verify that they spin
freely. Push them in and confirm they spring back to the original position. If any pinch roller is damaged,
dislodged, or does not return to the original position when pressed, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

14. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Upper Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the accessory door is closed and Tripped when the door is
open. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

a. Check that the upper tray vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

78 Chapter 7 15.wx.yz error codes ENWW

 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the upper tray vertical
jam sensor and the upper tray distribution PCA (J4). If damage is found, replace the 3x550 sheet
paper tray FFC kit.

Part number: A7W95–67013

c. If the Upper Tray Vertical Jam sensor test still fails, replace the upper tray vertical jam sensor (REDI
sensor).

Part number: A7W93-67076

15. Check the printer’s accessory path drive for trays 4, 5, and 6.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in
the table below. Confirm that the motor runs in reverse direction and no error is reported.

b. Run the Sepearation motor test again (in reverse direction), but with the right door open this time.

1. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the shaft in the accessory’s vertical path turns. If the shaft
does not turn, most likely the separation drive belt is broken or dislodged, replace the pick and
separation kit.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

16. Check the accessory’s tray path drivefor trays 4, 5, and 6. There are two shafts that transport paper from
the lower accessory tray.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input trays for the printer’s tray configuration as shown in
the table below. Confirm that both motor runs in reverse direction and no error is reported.

b. Run the Separation motor tests again (in reverse direction), but with the accessory tray door open this
time.

1. Install the accessory tray door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the corresponding shafts in the accessory’s vertical path
turns. If the shaft does not turn, most likely the separation drive belt for the corresponding tray
is broken or dislodged, replace the pick and separation kit for that tray.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

ENWW 15.38.Az 79
 15.38.Dz
Paper jammed in the accessory’s right side vertical path. The leading edge of the paper from the indicated
source tray, was not detected in the allotted amount of time by the upper tray vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.38.D0 Paper jammed in the right side vertical path printing from an unknown tray.

● 15.38.D5 Paper jammed in the right side vertical path printing from the A3 accessory middle tray.

● 15.38.D6 Paper jammed in the right side vertical path printing from the A3 accessory lower tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

80 Chapter 7 15.wx.yz error codes ENWW

 a. Open the upper right door and tray accessory door, if applicable.

b. Remove any paper or paper remnants from the right side paper path.

c. Close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the accessory door alignment by looking at the front pin and making sure it aligns with the center
of the hole in the right side of the frame.

10. Confirm that when the accessory door is open, the printer reports that it is open.

11. Confirm that the accessory door latch is not damaged and that it keeps the accessory door securely latched
when door is closed. If the latch is damaged or the accessory door shows deformation that prevents the
door from closing, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

12. Check that the right side vertical path guide is correctly installed and is not damaged. Check that the small
door on the guide is completely closed and stays closed. If the guide or the door is deformed and does not
stay closed, replace the right side vertical path guide.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

13. Inspect the idling pinch rollers in the accessory door. Turn the pinch rollers by hand and verify that they spin
freely. Push them in and confirm they spring back to the original position. If any pinch roller is damaged,
dislodged, or does not return to the original position when pressed, replace the accessory door assembly.

Part number: A7W95-67016 (3x550 feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

14. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Upper Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the accessory door is closed and Tripped when the door is
open. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

ENWW 15.38.Dz 81
 a. Check that the upper tray vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the upper tray vertical
jam sensor and the upper tray distribution PCA (J4). If damage is found, replace the 3x550 sheet
paper tray FFC kit.

Part number: A7W95–67013

c. If the Upper Tray Vertical Jam sensor test still fails, replace the upper tray vertical jam sensor (REDI
sensor).

Part number: A7W93-67076

15. Check the accessory’s tray path drive for tray 4, 5 and 6. There are two shafts that transport paper from
the lower accessory tray.

a. From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input trays for the printer’s tray configuration as shown in
the table below. Confirm that both motor runs in reverse direction and no error is reported.

b. Run the Separation motor tests again (in reverse direction), but with the accessory tray door open this
time.

1. Install the accessory tray door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

2. Repeat the test while observing that the corresponding shafts in the accessory’s vertical path
turns. If the shaft does not turn, most likely the separation drive belt for the corresponding tray
is broken or dislodged, replace the pick and separation kit for that tray.

Part number: A7W93-67031

For instructions: See the Repair Service Manual for this product.

15.38.Fz
The A3 accessory (upper tray) right side vertical sensor detected a paper jam in the multi-tray vertical path area
of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.38.F0 Paper was detected at the A3 accessory (upper tray) right side vertical sensor in the multi-tray
vertical path area while the printer was turning on.

● 15.38.FF Paper was detected at the A3 accessory (upper tray) right side vertical sensor in the multi-tray
vertical path area after the printer attempted to clear a paper jam.

82 Chapter 7 15.wx.yz error codes ENWW

Recommended action for customers
1. Clear the jam.

a. Open the accessory tray right door.

b. Remove any paper or paper remnants.

c. Close the accessory tray right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the accessory tray right door.

b. Remove any paper or paper remnants.

c. Close the accessory tray right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service/Sensors/Tray sensors) menu, run the Upper Tray Vertical Jam sensor
test. The sensor should show Not Tripped when the right accessory door is closed and Tripped when the
door is open.

4. If the sensor fails the test, clean the surface of the upper tray vertical sensor using a dry lint–free cloth.

5. Check that the upper tray vertical sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the upper
tray vertical sensor and the upper tray distribution PCA (J4). If damage is found, replace the 3x550-sheet
paper tray FFC kit.

Part number: A7W95–67013

7. If the error persists, replace the upper tray vertical jam sensor (REDI sensor).

Part number: A7W93-67076

15.48.Az
Paper jammed in the high capacity input (HCI) tray jam cassette path. The trailing edge of the paper from the
indicated source tray, was not detected in the allotted amount of time by the HCI tunnel jam sensor in the HCI
jam cassette.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

ENWW 15.48.Az 83
 ● 15.48.A0 Paper jammed in the high capacity input (HCI) tray jam cassette path printing from an unknown
tray.

● 15.48.A7 Paper jammed in the high capacity input (HCI) tray jam cassette path printing from the HCI left
tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Pull out the HCI jam cassette and remove any paper or paper remnants from jam cassette path.

c. Remove any paper or paper remnants from the right side paper path.

d. Insert the HCI jam cassette and close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the HCI tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Pull out the HCI jam cassette and remove any paper or paper remnants from jam cassette path.

c. Remove any paper or paper remnants from the right side paper path.

d. Insert the HCI jam cassette and close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

84 Chapter 7 15.wx.yz error codes ENWW

 6. Remove the HCI tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit for the left HCI tray.
Replace the kit if the remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter
after installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the idling pinch rollers in the HCI jam cassette. Turn the pinch rollers by hand and verify that they
spin freely. Push them in and confirm they spring back to the original position. If any pinch roller is
damaged, dislodged, or does not return to the original position when pressed, replace the HCI jam cassette
assembly.

Part number: A7W97-67010

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service/Sensors/Tray sensors) menu, run the HCI Tunnel Jam sensor test. The
sensor should show Not Tripped when the HCI jam cassette is fully inserted and Tripped when it is pulled
out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

a. Check that the HCI tunnel jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center.
If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

For instructions: See the Repair Service Manual for this product.

b. Check for a damaged cable and connectors while reseating the FFC between the HCI tunnel jam
sensor and the tray distribution PCA (J5). If damage is found, replace the HCI FFC kit.

Part number: A7W97–67005

11. Check the printer’s accessory path drive and the HCI jam cassette path drive.

▲ From the Service (Advance Service / Component Tests / Tray Motors) menu, run both Separation
motor tests (in reverse direction) from the indicated input trays for the printer’s tray configuration as
shown in the table below. Confirm that both motors run in reverse direction and no errors are
reported. If a different error is reported, follow the troubleshooting instructions for that error.

12. Check the HCI jam cassette drive gears for damage. If damage is found, replace the jam HCI path jam drive
assembly.

Part number: A7W97-67011

For instructions: See the Repair Service Manual for this product.

ENWW 15.48.Az 85
 15.48.Dz
Paper jammed in the high capacity input (HCI) tray jam cassette path. The leading edge of the paper from the
indicated source tray, was not detected in the allotted amount of time by the HCI tunnel jam sensor in the HCI
jam cassette.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.48.D0 Paper jammed in the high capacity input (HCI) tray jam cassette path printing from an unknown
tray.

● 15.48.D7 Paper jammed in the high capacity Input (HCI) tray jam cassette path printing from the HCI left
Tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Pull out the HCI jam cassette and remove any paper or paper remnants from jam cassette path.

c. Remove any paper or paper remnants from the right side paper path.

d. Insert the HCI jam cassette and close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the HCI tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

86 Chapter 7 15.wx.yz error codes ENWW

 3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the upper accessory door and tray accessory door, if applicable.

b. Pull out the HCI jam cassette and remove any paper or paper remnants from jam cassette path.

c. Remove any paper or paper remnants from the right side paper path.

d. Insert the HCI jam cassette and close all the doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. Remove the HCI tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any rollers are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for theTray Roller Kit for the left HCI tray. Replace the kit
if the remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after
installation.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Inspect the idling pinch rollers in the HCI jam cassette. Turn the pinch rollers by hand and verify that they
spin freely. Push them in and confirm they spring back to the original position. If any pinch roller is
damaged, dislodged, or does not return to the original position when pressed, replace the HCI jam cassette
assembly.

Part number: A7W97-67010

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service/Sensors/Tray sensors) menu, run the HCI Tunnel Jam sensor test. The
sensor should show Not Tripped when the HCI jam cassette is fully inserted and Tripped when it is pulled
out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to
fail, perform the following steps.

a. Check that the HCI tunnel jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center.
If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

For instructions: See the Repair Service Manual for this product.

b. Check for a damaged cable and connectors while reseating the FFC between the HCI tunnel jam
sensor and the tray distribution PCA (J5). If damage is found, replace the HCI FFC kit.

Part number: A7W97–67005

ENWW 15.48.Dz 87
 11. Check the HCI jam cassette path drive.

▲ From the Service (Advance Service / Component Tests / Tray Motors) menu, run the Separation motor
test (in reverse direction) from the indicated input tray for the printer’s tray configuration as shown in
the table below. Confirm that the motor runs in reverse direction and no error is reported. If a
different error is reported, follow the troubleshooting instructions for that error.

12. Check the HCI jam cassette drive gears for damage. If damage is found, replace the jam cassette gear
assembly.

Part number: A7W97-67011

For instructions: See the Repair Service Manual for this product.

15.48.Fz
The high capacity input (HCI) left tray jam sensor detected a paper jam in the hi–cap tunnel path area of the print
path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.48.F0 Paper was detected at the HCI left tray jam sensor in the hi–cap tunnel path area while the printer
was turning on.

● 15.48.FF Paper was detected at the HCI left tray jam sensor in the hi–cap tunnel path area after the printer
attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the HCI accessory right door.

b. Remove the cleanout module.

c. Remove any paper or paper remnants.

d. Reinsert the cleanout module.

e. Close the HCI accessory right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the HCI accessory right door.

b. Remove the cleanout module.

c. Remove any paper or paper remnants.

88 Chapter 7 15.wx.yz error codes ENWW

 d. Reinsert the cleanout module.

e. Close the HCI accessory right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Component Tests menu, run the HCI Tunnel Jam sensor test. The sensor should show Not
Tripped when the HCI cleanout module is inserted and Tripped when the HCI cleanout module is pulled out.

4. If the sensor fails the test, clean the surface of the HCI tunnel jam sensor using a dry lint–free cloth.

5. Check that the HCI tunnel jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

For instructions: See the Repair Service Manual for this product.

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the HCI
tunnel sensor and the tray distribution PCA (J5). If damage is found, replace the HCI FFC kit.

Part number: A7W97-67005

7. If the error persists, replace the HCI tunnel jam sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

15.51.7z
Stapler/stacker input jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The inline stapler/stacker has experienced a jam in the input section.

"z" is a varible

Recommended action for customers

1. Remove any jammed paper from the inner finisher bins.

ENWW 15.51.7z 89
 Figure 7-4 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-5 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, follow the instructions on how to clear the remaining pages
displayed on the control panel.

5. Ensure the paper tray guides are set to the correct size.

6. Ensure all doors are closed and retry the print job.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

90 Chapter 7 15.wx.yz error codes ENWW

 Figure 7-6 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-7 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure the paper tray guides are set to the correct size.

6. Ensure all doors are closed and retry the print job.

7. Ensure that the ejection exit REDI sensor and reflector are clean of dust and debris.

8. If the reflector or REDI sensor is damaged replace it.

The REDI sensor is located in the Ejection path assembly.

Part number REDI reflector: A7W93-67077

Part number Ejection path assembly: J7Z09-67966

For instructions: See the Repair Service Manual for this product.

9. Test the REDI Sensor using the Service / Advance Service / Sensors test.

10. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67966

ENWW 15.51.7z 91
 For instructions: See the Repair Service Manual for this product.

11. Inspect the left door extension and diverter for any dirty or worn rollers, damage, or debris. Clear or replace
as needed

Part number: Left door extension/Diverter assembly. J7Z09-67958

For instructions: See the Repair Service Manual for this product.

15.51.Az
Stapler/sctaker input jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-8 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-9 Open left door and remove jam

3. Close the left door.

92 Chapter 7 15.wx.yz error codes ENWW

 4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure the paper being used is free of creases or damaged edges.

6. Ensure the paper tray guides are correctly aligned with the paper size loaded.

7. Ensure all doors are closed and retry the print job.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

Figure 7-10 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-11 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure the paper tray guides are set to the correct size.

6. Ensure all doors are closed and retry the print job.

7. Ensure that the ejection exit REDI sensor and reflector are clean of dust and debris.

ENWW 15.51.Az 93
 8. If the reflector or REDI sensor is damaged replace it.

The REDI sensor is located in the Ejection path assembly.

Part number REDI reflector: A7W93-67077

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

9. Test the REDI Sensor using the Service / Advance Service / Sensors test.

10. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

11. Inspect the left door extension and diverter for any dirty or worn rollers, damage, or debris. Clear or replace
as needed

Part number: Left door extension/Diverter assembly. J7Z09-67958

For instructions: See the Repair Service Manual for this product.

15.51.Dz
Stapler/Stacker input delay jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

The paper did not reach the input of the stapler/stacker duplex area in time.

"z" is a variable

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-12 Remove jam, inner finisher

94 Chapter 7 15.wx.yz error codes ENWW

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-13 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

Figure 7-14 Remove jam, inner finisher

ENWW 15.51.Dz 95
 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-15 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure the paper tray guides are set to the correct size.

6. Ensure all doors are closed and retry the print job.

7. Inspect the left door extension and diverter for any dirty or worn rollers, damage, or debris. Clear or replace
as needed

Part number: Left door extension/Diverter assembly. J7Z09-67958

For instructions: See the Repair Service Manual for this product.

8. Ensure that the ejection exit REDI sensor and reflector are clean of dust and debris.

9. If the reflector or REDI sensor is damaged replace it.

The REDI sensor is located in the Ejection path assembly.

Part number REDI reflector: A7W93-67077

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

10. Test the REDI Sensor using the Service / Advance Service / Sensors test.

11. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

15.51.F0
Stapler/stacker input power-on jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

96 Chapter 7 15.wx.yz error codes ENWW

 Paper is present at the stapler/stacker input during power-on.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-16 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-17 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.51.F0 97
 Figure 7-18 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-19 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

7. Ensure that the ejection exit REDI sensor and reflector are clean of dust and debris.

8. If the reflector or REDI sensor is damaged replace it.

The REDI sensor is located in the Ejection path assembly.

Part number REDI reflector: A7W93-67077

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

9. Test the REDI Sensor using the Service / Advance Service / Sensors test.

10. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

98 Chapter 7 15.wx.yz error codes ENWW

15.51.FF
Stapler/stacker input residual jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present in the stapler/stacker after interaction with the printer or during a reboot.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-20 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-21 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.51.FF 99
 Figure 7-22 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-23 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

7. Ensure that the ejection exit REDI sensor and reflector are clean of dust and debris.

8. If the reflector or REDI sensor is damaged replace it.

The REDI sensor is located in the Ejection path assembly.

Part number REDI reflector: A7W93-67077

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

9. Test the REDI Sensor using the Service / Advance Service / Sensors test.

10. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

100 Chapter 7 15.wx.yz error codes ENWW

15.62.7z
Stapler/stacker puller entry duplex jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper stay jam at puller entry sensor.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-24 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-25 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

ENWW 15.62.7z 101

 Figure 7-26 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-27 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

102 Chapter 7 15.wx.yz error codes ENWW

 6. Test the puller entry sensor using the Service / Advance Service / Sensors test.

Figure 7-28 Test puller entry sensor

7. If the sensor test fails, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

8. Test the eject drum drive using the Service / Advance Service / Component Tests menu.

9. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67966

For instructions: See the Repair Service Manual for this product.

10. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.62.Az
Stapler/stacker puller entry jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper stay jam at the puller entry sensor.

"z" is a variable.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.62.Az 103

 Figure 7-29 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-30 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

Figure 7-31 Remove jam, inner finisher

104 Chapter 7 15.wx.yz error codes ENWW

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-32 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Test the puller entry sensor using the Service / Advance Service / Sensors test.

Figure 7-33 Test puller entry sensor

7. If the sensor test fails, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

8. Test the puller motor using the Service / Advance Service / Component Tests menu.

9. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

ENWW 15.62.Az 105

 For instructions: See the Repair Service Manual for this product.

15.62.F0
Stapler/stacker puller entry duplex power-on jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present ath the puller entry sensor when the printer is turned on.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-34 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-35 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

106 Chapter 7 15.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Remove any jammed paper from the inner finisher bins.

Figure 7-36 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-37 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

ENWW 15.62.F0 107

 6. Test the puller entry sensor using the Service / Advance Service / Sensors test.

Figure 7-38 Test puller entry sensor

7. If the sensor test fails, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

8. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.62.FF
Stapler/stacker puller entry residual jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present at the puller entry sensor after the printer has peformed a clearing function or when a door/
cover is opened and the closed.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

108 Chapter 7 15.wx.yz error codes ENWW

 Figure 7-39 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-40 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finisher bins.

Figure 7-41 Remove jam, inner finisher

ENWW 15.62.FF 109

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-42 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Test the puller entry sensor using the Service / Advance Service / Sensors test.

Figure 7-43 Test puller entry sensor

7. If the sensor test fails, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

8. Test the eject drum drive using the Service / Advance Service / Component Tests menu.

9. If the test fails, replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67965

110 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

10. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.51.FF
Stapler/stacker stapler edge jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is jammed in the staple unit.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-44 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-45 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

ENWW 15.51.FF 111

 5. Ensure all doors are closed and retry the print job.

6. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-46 Remove staple cartridge

7. Replace the staple cartridge an test the printer staple function.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 7-47 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-48 Open left door and remove jam

112 Chapter 7 15.wx.yz error codes ENWW

 3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-49 Remove staple cartridge

6. Replace the staple cartridge an test the printer staple function.

7. If the error persists, replace the carriage assembly.

Part number: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

15.63.Dz
Stapler/stacker staple edge jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is jammed at the staple unit.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-50 Remove jam, inner finisher

ENWW 15.63.Dz 113

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-51 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-52 Remove staple cartridge

7. Replace the staple cartridge an test the printer staple function.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

114 Chapter 7 15.wx.yz error codes ENWW

 Figure 7-53 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-54 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-55 Remove staple cartridge

ENWW 15.63.Dz 115

 7. Replace the staple cartridge an test the printer staple function.

8. If the error persists, replace the carriage assembly.

Part number: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

15.63.F0
Stapler/stacker stapler edge power-on jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present at the stapler/stacker staple area when the printer is turned on.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-56 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-57 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

116 Chapter 7 15.wx.yz error codes ENWW

 5. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-58 Remove staple cartridge

6. Replace the staple cartridge an test the printer staple function.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 7-59 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-60 Open left door and remove jam

3. Close the left door.

ENWW 15.63.F0 117

 4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

15.63.FF
Stapler/stacker stapler edge residual jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present in the stapler/stacker after interaction with the printer or during a reboot.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-61 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-62 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

118 Chapter 7 15.wx.yz error codes ENWW

 5. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-63 Remove staple cartridge

6. Replace the staple cartridge an test the printer staple function.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 7-64 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-65 Open left door and remove jam

3. Close the left door.

ENWW 15.63.FF 119

 4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Remove the staple unit and clear and jammed staples. If the cartridge is damaged, replace it.

Figure 7-66 Remove staple cartridge

7. Replace the staple cartridge an test the printer staple function.

8. If the error persists, replace the carriage assembly.

Part number: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

120 Chapter 7 15.wx.yz error codes ENWW

15.67.Az
Stapler/stacker sheet registration jam

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper stay jam in stapler/stacker at registration area.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-67 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-68 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.67.Az 121

 Figure 7-69 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-70 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Test the eject drive motors using the Service /Advance Service / Component Tests menu. If the test fails,
replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67966

For instructions: See the Repair Service Manual for this product.

7. Test the X registration motor using the Service / Advance Service / Component Tests menu. If the test fails
replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.67.Dz
Stapler/stacker sheet registration jam

● Recommended action for customers

122 Chapter 7 15.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

Paper delay jam in stapler/stacker at registration area.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-71 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-72 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.67.Dz 123

 Figure 7-73 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-74 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. Test the eject drive motors using the Service /Advance Service / Component Tests menu. If the test fails,
replace the ejection path assembly.

Part number Ejection path assembly: J7Z09-67966

For instructions: See the Repair Service Manual for this product.

7. Test the X registration motor using the Service / Advance Service / Component Tests menu. If the test fails
replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.67.F0
Stapler/stacker registration power-on jam

● Recommended action for customers

124 Chapter 7 15.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

Paper is present in the stapler/stacker registration area when the printer is turned on.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 7-75 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-76 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

ENWW 15.67.F0 125

 Figure 7-77 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-78 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.67.FF
Stapler/stacker registration residual jam.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Paper is present in the stapler/stacker after interaction with the printer or during a reboot.

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

126 Chapter 7 15.wx.yz error codes ENWW

 Figure 7-79 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-80 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 7-81 Remove jam, inner finisher

ENWW 15.67.FF 127

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 7-82 Open left door and remove jam

3. Close the left door.

4. If there are remaining pages still in the printer, instructions on how to clear the remaining pages will display
on the control panel.

5. Ensure all doors are closed and retry the print job.

6. If the error persist, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

15.A1.A1
There was an input jam from tray 1. The trailing edge of the paper from tray 1 was not detected in the allotted
amount of time by the duplex entry sensor in the left duplex area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants from the duplex path.

d. Reinsert the left duplexer.

e. Close the left door.

4. Ensure the paper being used in tray 1 meets specifications.

128 Chapter 7 15.wx.yz error codes ENWW

 5. Check that the tray 1 paper width size guide is set correctly.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. From the Supplies menu, check the remaining life for the Tray 1 Roller Kit. If the remaining life status is
Low, Very Low or Empty, please contact customer support.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants from the duplex path.

d. Reinsert the left duplexer.

e. Close the left door.

4. Ensure the paper being used in tray 1 meets specifications.

5. Check that the tray 1 paper width size guide is set correctly.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Supplies menu, check the remaining life for the Tray 1 Roller Kit. If the remaining life status is
Low, Very Low or Empty, replace it.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

9. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when it is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the duplex entry sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

For instructions: See the Repair Service Manual for this product.

b. Check for a damaged cable and connectors while reseating the FFC between the duplex entry sensor
and the left rear lower PCA (J1).

ENWW 15.A1.A1 129

 1. If the cable is damaged, replace the FFC that comes in the left rear lower FFC kit.

Part number: A7W93-67009

2. If the connector at the left rear lower PCA is damaged, replace the left rear lower PCA.

Part number: A7W93–67021

c. If the Duplex Entry sensor test still fails, replace the duplex entry sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Entry
Motor test (in forward direction). Confirm that the motor runs in the forward direction and no error is
reported.

11. Run the Duplex Entry Motor test again (in forward direction), this time with the left door open.

a. Install the door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing the gear in the front corner of the left duplexer module. If the gear
does not turn, most likely the duplex entry drive belt is broken or dislodged. If needed, replace the
duplex entry drive assembly.

Part number: A7W93-67030

For instructions: See the Repair Service Manual for this product.

12. Check the duplex entry drive gears for damage. If the gears are damaged, replace the duplex entry rear
gear carrier.

Part number: A7W93-67025

13. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm that the motor runs in the forward direction and no error is
reported.

14. Run the Duplex Exit Motor test again (in the forward direction), this time with the left door open.

a. Install the door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing the gear in the front corner of the left duplexer module. If the gear
does not turn, most likely the duplex exit drive belt is broken or dislodged. If needed, replace the
duplex exit drive assembly.

Part number: A7W93-67038

130 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

15. If the printer configuration has two A4 tandem trays, pull out the left and the right duplexers to get a clear
view of the complete duplex path floor. Inspect the flap that guides the paper coming out of the left
tandem tray (tray 2). Check for damage or incorrect positioning that may be interfering with media coming
from tray 1.

15.A1.D1
There was an input jam from tray 1. The leading edge of the paper from tray 1 was not detected in the allotted
amount of time by the duplex entry sensor in the left duplex area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants from the duplex path.

d. Reinsert the left duplexer.

e. Close the left door.

4. Ensure the paper being used in tray 1 meets specifications.

5. Check that the tray 1 paper width size guide is set correctly.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. From the Supplies menu, check the remaining life for the Tray 1 Roller Kit. If the remaining life status is
Low, Very Low or Empty, please contact customer support.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open, then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

ENWW 15.A1.D1 131

 c. Remove any paper or paper remnants from the duplex path.

d. Reinsert the left duplexer.

e. Close the left door.

4. Ensure the paper being used in tray 1 meets specifications.

5. Check that the tray 1 paper width size guide is set correctly.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Supplies menu, check the remaining life for the Tray 1 Roller Kit. If the remaining life status is
Low, Very Low or Empty, replace it.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

9. Observe the paper as it is picked from tray 1. If the top sheet is fed almost half way and then returned back
to tray 1 and the process repeats a few times before displaying the 15.A1.D1 error, most likely the duplex
entry floor paper guide is installed incorrectly. Remove the duplex entry floor paper guide and reinstall it.

10. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when it is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the duplex entry sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

For instructions: See the Repair Service Manual for this product.

b. Check for a damaged cable and connectors while reseating the FFC between the duplex entry sensor
and the left rear lower PCA (J1).

1. If the cable is damaged, replace the FFC that comes in the left rear lower FFC kit.

Part number: A7W93-67009

2. f the connector at the left rear lower PCA is damaged, replace the left rear lower PCA.

Part number: A7W93–67021

c. If the Duplex Entry sensor test still fails, replace the duplex entry sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

11. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Entry
Motor test (in forward direction). Confirm that the motor runs in the forward direction and no error is
reported.

132 Chapter 7 15.wx.yz error codes ENWW

 12. Run the Duplex Entry Motor test again (in forward direction), this time with the left door open.

a. Install the door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing the gear in the front corner of the left duplexer module. If the gear
does not turn, most likely the duplex entry drive belt is broken or dislodged. If needed, replace the
duplex entry drive assembly.

Part number: A7W93-67030

For instructions: See the Repair Service Manual for this product.

13. Check the duplex entry drive gears for damage. If the gears are damaged, replace the duplex entry rear
gear carrier.

Part number: A7W93-67025

15.A2.Fz
The tray 2 feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A2.F0 Paper was detected at the tray 2 feed sensor in the input tray area while the printer was turning
on.

● 15.A2.FF Paper was detected at the tray 2 feed sensor in the input tray area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove tray 2.

b. Remove any paper or paper remnants.

c. Reinsert tray 2.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove tray 2.

b. Remove any paper or paper remnants.

c. Reinsert tray 2.

2. If the error persists, send an onsite technician to perform the following steps.

ENWW 15.A2.Fz 133

 3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the Tray 2 Feed sensor test. The
sensor should show Not Tripped when no paper is blocking it and Tripped when paper is blocking it.

4. If the sensor fails the test, clean the surface of the tray 2 feed sensor using a dry lint–free cloth.

5. Check that the tray 2 feed sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If needed,
replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the tray 2 feed sensor (separation module).

NOTE: The tray 2 feed sensor cannot be replaced by itself; it is part of the separation assembly.

Part number: A7W93-67031

Instructions for tray 2 (A4): See the Repair Service Manual for this product.

15.A3.Fz
The tray 3 feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A3.F0 Paper was detected at the tray 3 feed sensor in the input tray area while the printer was turning
on.

● 15.A3.FF Paper was detected at the tray 3 feed sensor in the input tray area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove tray 3.

b. Remove any paper or paper remnants.

c. Reinsert tray 3.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove tray 3.

b. Remove any paper or paper remnants.

c. Reinsert tray 3

2. If the error persists, send an onsite technician to perform the following steps.

134 Chapter 7 15.wx.yz error codes ENWW

 3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the Tray 3 feed sensor test. The
sensor should show Not Tripped when no paper is blocking it and Tripped when paper is blocking it.

4. If the sensor fails the test, clean the surface of the tray 3 feed sensor using a dry lint–free cloth.

5. Check that the tray 3 feed sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If needed,
replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the tray 3 feed sensor (separation module).

NOTE: The tray 3 feed sensor cannot be replaced by itself; it is part of the separation assembly.

Part number: A7W93-67031

Instructions for tray 2 (A4): See the Repair Service Manual for this product.

15.A4.Fz
The A3 accessory upper tray feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A4.F0 Paper was detected at the A3 accessory upper tray feed sensor in the input tray area while the
printer was turning on.

● 15.A4.FF Paper was detected at the A3 accessory upper tray feed sensor in the input tray area after the
printer attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove the A3 accessory upper tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory upper tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove the A3 accessory upper tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory upper tray.

2. If the error persists, send an onsite technician to perform the following steps.

ENWW 15.A4.Fz 135

 3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the A3 Accessory Upper Tray feed
sensor test. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is
blocking it.

NOTE: If the printer has an A3 universal tray, run the test under tray 3 sensors, if the printer has two A4
tandem trays, then go to tray 4 sensors.

4. If the sensor fails the test, clean the surface of the A3 accessory upper tray feed sensor using a dry lint–
free cloth.

5. Check that the A3 accessory upper tray multi-pick sensor reflector is not missing, dirty, misaligned, not flat,
or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the A3 accessory upper tray feed sensor (separation module).

NOTE: The A3 accessory upper tray feed sensor cannot be replaced by itself; it is part of the separation
assembly.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

15.A5.Fz
The A3 accessory middle tray feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A5.F0 Paper was detected at the A3 accessory middle tray feed sensor in the input tray area while the
printer was turning on.

● 15.A5.FF Paper was detected at the A3 accessory middle tray feed sensor in the input tray area after the
printer attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove the A3 accessory middle tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory middle tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

136 Chapter 7 15.wx.yz error codes ENWW

 a. Remove the A3 accessory middle tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory middle tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the A3 Accessory Middle Tray feed
sensor test. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is
blocking it.

NOTE: If the printer has an A3 universal tray, run the test under tray 4 sensors, if the printer has two A4
tandem trays, then go to tray 5 sensors.

4. If the sensor fails the test, clean the surface of the A3 accessory middle tray feed sensor using a dry lint–
free cloth.

5. Check that the A3 accessory middle tray multi-pick sensor reflector is not missing, dirty, misaligned, not
flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the A3 accessory middle tray feed sensor (separation assembly).

NOTE: The A3 accessory middle tray feed sensor cannot be replaced by itself; it is part of the separation
assembly.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

15.A6.Fz
The A3 accessory lower tray feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A6.F0 Paper was detected at the A3 accessory lower tray feed sensor in the input tray area while the
printer was turning on.

● 15.A6.FF Paper was detected at the A3 accessory lower tray feed sensor in the input tray area after the
printer attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

ENWW 15.A6.Fz 137

 a. Remove the A3 accessory lower tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory lower tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove the A3 accessory lower tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory lower tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the A3 Accessory Lower Tray feed
sensor test. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is
blocking it.

NOTE: If the printer has an A3 universal tray, run the test under tray 5 sensors, if the printer has two A4
tandem trays, then go to tray 6 sensors.

4. If the sensor fails the test, clean the surface of the A3 accessory lower tray feed sensor using a dry lint–
free cloth.

5. Check that the A3 accessory lower tray multi-pick sensor reflector is not missing, dirty, misaligned, not flat,
or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. Check that the A3 accessory lower tray feed sensor reflector (on the accessory right path) is not missing,
dirty, misaligned, not flat, or off-center.

a. If the reflector is missing, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Clean the reflector with a dry lint–free cloth.

c. If the reflector is not flat or is misaligned, carefully remove and reinstall the reflector.

7. If the error persists, replace the A3 accessory lower tray feed sensor (separation assembly).

NOTE: The A3 accessory lower tray feed sensor cannot be replaced by itself; it is part of the separation
assembly.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

138 Chapter 7 15.wx.yz error codes ENWW

15.A7.Fz
The high capacity input (HCI) left tray feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A7.F0 Paper was detected at the HCI left tray feed sensor in the input tray area while the printer was
turning on.

● 15.A7.FF Paper was detected at the HCI left tray feed sensor in the input tray area after the printer
attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove the HCI left tray.

b. Remove any paper or paper remnants.

c. Reinsert the HCI left tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove the HCI left tray.

b. Remove any paper or paper remnants.

c. Reinsert the HCI left tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the HCI Left Tray feed sensor test.
The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is blocking it.

NOTE: If the printer has an A3 universal tray, run the test under tray 3 sensors, if the printer has two A4
tandem trays, then go to tray 4 sensors.

4. If the sensor fails the test, clean the surface of the HCI left tray feed sensor using a dry lint–free cloth.

5. Check that the HCI left tray feed sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the HCI left tray feed sensor (separation assembly).

NOTE: The HCI left tray feed sensor cannot be replaced by itself; it is part of the separation assembly.

Part number: A7W93-67031

ENWW 15.A7.Fz 139

 Instructions for: See the Repair Service Manual for this product.

15.A8.Fz
The high capacity input (HCI) right tray multi-pick sensor detected a paper jam in the input tray area of the print
path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A8.F0 Paper was detected at the HCI right tray multi-pick sensor in the input tray area while the printer
was turning on.

● 15.A8.FF Paper was detected at the HCI right tray multi-pick sensor in the input tray area after the printer
attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove the HCI right tray.

b. Remove any paper or paper remnants.

c. Reinsert the HCI right tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove the HCI right tray.

b. Remove any paper or paper remnants.

c. Reinsert the HCI right tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the HCI Right Tray feed sensor test.
The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is blocking it.

NOTE: If the printer has an A3 universal tray, run the test under tray 4 sensors, if the printer has two A4
tandem trays, then go to tray 5 sensors.

4. If the sensor fails the test, clean the surface of the HCI right tray feed sensor using a dry lint–free cloth.

5. Check that the HCI right tray feed sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, replace the HCI right tray feed sensor (separation assembly).

140 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The HCI right tray feed sensor cannot be replaced by itself; it is part of the separation assembly.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

15.A9.Fz
The A3 accessory tray feed sensor detected a paper jam in the input tray area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.A9.F0 Paper was detected at the A3 accessory tray feed sensor in the input tray area while the printer
was turning on.

● 15.A9.FF Paper was detected at the A3 accessory tray feed sensor in the input tray area after the printer
attempted to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Remove the A3 accessory tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Remove the A3 accessory tray.

b. Remove any paper or paper remnants.

c. Reinsert the A3 accessory tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the A3 Accessory Tray feed sensor
test. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is blocking
it.

NOTE: If the printer has an A3 universal tray, run the test under tray 3 sensors, if the printer has two A4
tandem trays, then go to tray 4 sensors.

4. If the sensor fails the test, clean the surface of the A3 accessory tray feed sensor using a dry lint–free cloth.

5. Check that the A3 accessory tray feed sensor reflector is not missing, dirty, misaligned, not flat, or off-
center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

ENWW 15.A9.Fz 141

 Part number: A7W93-67077

6. If the error persists, replace the A3 accessory tray feed sensor (separation assembly).

NOTE: The A3 accessory tray feed sensor cannot be replaced by itself; it is part of the separation
assembly.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

15.Ax.Az
There was an input jam from the indicated tray. The trailing edge of the paper from the indicated source tray,
was not detected in the allotted amount of time by the feed jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray sensor

z = Source tray

● 15.A2.A2 There was an input jam from tray 2.

● 15.A3.A3 There was an input jam from tray 3.

● 15.A4.A4 There was an input jam from the A3 accessory upper tray.

● 15.A5.A5 There was an input jam from the A3 accessory middle tray.

● 15.A6.A6 There was an input jam from the A3 accessory lower tray.

● 15.A7.A7 There was an input jam from the HCI left tray.

● 15.A8.A8 There was an input jam from the HCI right tray.

● 15.A9.A9 There was an input jam from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok. Wait for the
printer to resume printing.

3. If the error persists, check for a jam.

a. Open the right and left doors.

b. Pull out (but do not remove) the right and left duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the right and left duplexers.

e. Close the right and left doors.

142 Chapter 7 15.wx.yz error codes ENWW

 4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok. Wait for the
printer to resume printing.

3. If the error persists, check for a jam.

a. Open the right and left doors.

b. Pull out (but do not remove) the right and left duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the right and left duplexers.

e. Close the right and left doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

ENWW 15.Ax.Az 143

 9. Remove the source tray and check that the pick and separation rollers are correctly installed. Remove them
and check the roller surface for wear or damage. Replace as needed.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the Feed sensor test for the
indicated tray. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is
blocking it. If the sensor is not working correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Error code Servicemenu sensor test Part description Part number

name (for input tray)

15.A2.A2 Feed (tray 2) Pick and separation kit A7W93-67031

15.A3.A3 Feed (tray 3) Pick and separation kit A7W93-67031

15.A4.A4 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A5.A5 Feed (tray 4 / tray 5) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A6.A6 Feed (tray 5 / tray 6) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A7.A7 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

144 Chapter 7 15.wx.yz error codes ENWW

 15.A8.A8 Feed (tray 4 / tray 5) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A9.A9 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

11. From the Service (Advance Service / Component Test / Tray Motors) menu, run the Separation motor test
for the indicated tray. Run the motor in both directions and check for unusual noises. If the motor does not
work or makes unusual noises, replace it.

NOTE: Compare the noise by running the separation motor from another tray.

NOTE: If the pick and separation assembly is replaced, reset the Tray Roller Kit life counter and the
Separation Assembly life counter after installation.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Error code Servicemenu sensor test Part description Part number

name (for input tray)

15.A2.A2 Separation (tray 2) Pick and separation kit A7W93-67031

15.A3.A3 Separation (tray 3) Pick and separation kit A7W93-67031

15.A4.A4 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A5.A5 Separation (tray 4 / tray 5) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A6.A6 Separation (tray 5 / tray 6) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

ENWW 15.Ax.Az 145

 15.A7.A7 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A8.A8 Separation (tray 4 / tray 5) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A9.A9 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

12. Check the drive belt in the separation motor. If the belt is broken or the drive train is damaged, replace the
pick and separation kit for the appropriate tray.

NOTE: If the pick and separation assembly is replaced, reset the Tray Roller Kit life counter and the
Separation Assembly life counter after installation.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

13. Repeat the Separation motor test again (in reverse direction), but with the right door open this time.

a. Install the door open sensor override device (or use a magnet) for the corresponding door, for
accessory tray motors install the open sensor override in the accessory door.

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part Number: A7W93-67077

b. Repeat the test while observing that the shaft in the paper path turns. If the shaft does not turn, most
likely the drive belt is broken or dislodged, replace the pick and separation kit for the appropriate tray.

NOTE: If the pick and separation assembly is replaced, reset the Tray Roller Kit life counter and the
Separation Assembly life counter after installation.

14. From the Service menu, run the indicated motor test for the indicated input tray (in the indicated direction).
Confirm the control panel reports that the tray is not empty when paper is loaded. If the motor does not
turn, replace the indicated assembly or kit.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

146 Chapter 7 15.wx.yz error codes ENWW

 Instructions for: See the Repair Service Manual for this product.

Error code Servicemenu sensor Motor direction Part description Part number
test name (for input
tray)

15.A2.A2 Duplex Exit Motor Forward Duplex exit drive Part number:
(Tandem left A4 tray 2) assembly A7W93-67038

For instructions: See the

Repair Service Manual
for this product.

Rear Deskew Motor (A3 Forward Rear deskew drive Part number:
Universal tray 2) assembly A7W93-67051

For instructions: See the

Repair Service Manual
for this product.

15.A3.A3 Rear Deskew Motor Forward Rear deskew drive Part number:
(Tray 3) assembly A7W93-67051

For instructions: See the

Repair Service Manual
for this product.

15.A4.A4 Separation (tray 2 / tray Reverse Pick and separation kit A7W93-67031
3) (If the printer has an
A3 universal tray, go to
tray 2 motors, if the
printer has two A4
tandem trays, then go
to tray 3 motors.)

15.A5.A5 Separation (tray 3 / tray Reverse Pick and separation kit A7W93-67031
4) (If the printer has an
A3 universal tray, go to
tray 3 motors, if the
printer has two A4
tandem trays, then go
to tray 4 motors.)

15.A6.A6 Separation (tray 4 / tray Reverse Pick and separation kit A7W93-67031
5) (If the printer has an
A3 universal tray, go to
tray 4 motors, if the
printer has two A4
tandem trays, then go
to tray 5 motors.)

15.A7.A7 Separation (tray 3 / tray Reverse Pick and separation kit A7W93-67031
4) (If the printer has an
A3 universal tray, go to
tray 3 motors, if the
printer has two A4
tandem trays, then go
to tray 4 motors.)

ENWW 15.Ax.Az 147

 15.A8.A8 Separation (tray 4 / tray Reverse Pick and separation kit A7W93-67031
5) (If the printer has an
A3 universal tray, go to
tray 4 motors, if the
printer has two A4
tandem trays, then go
to tray 5 motors.)

15.A9.A9 Separation (tray 2 / tray Reverse Pick and separation kit A7W93-67031
3) (If the printer has an
A3 universal tray, go to
tray 2 motors, if the
printer has two A4
tandem trays, then go
to tray 3 motors.)

15.Ax.Dz
There was an input jam from the indicate tray. The paper did not reach the tray [z] feed sensor in the input tray
area.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray sensor

z = Source tray

● 15.A2.D2 There was an input jam from tray 2.

● 15.A3.D3 There was an input jam from tray 3.

● 15.A4.D4 There was an input jam from the A3 accessory upper tray.

● 15.A5.D5 There was an input jam from the A3 accessory middle tray.

● 15.A6.D6 There was an input jam from the A3 accessory lower tray.

● 15.A7.D7 There was an input jam from the HCI left tray.

● 15.A8.D8 There was an input jam from the HCI right tray.

● 15.A9.D9 There was an input jam from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok. Wait for the
printer to resume printing.

3. If the error persists, check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

148 Chapter 7 15.wx.yz error codes ENWW

 d. Reinsert the right duplexer.

e. Close the right door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok. Wait for the
printer to resume printing.

3. If the error persists, check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. Remove the source tray and check that the tray rollers are installed correctly. Gently pull each of the three
rollers to confirm they are locked in. If any roller are loose or dislodged, push it in until it clicks.

7. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

ENWW 15.Ax.Dz 149

 NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

8. If the error persists, send an onsite technician to perform the following steps.

9. Remove the source tray and check that the pick and separation rollers are correctly installed. Remove them
and check the roller surface for wear or damage. Replace as needed.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X Roller Kit).

10. Check that the pick arm is installed correctly.

11. Check for a damaged cable and connectors while reseating the cable between the tray [z] pick clutch drive
and the tray [z] separation distribution PCA (J3).

a. If the cable is damage, replace the pick drive clutch.

Part number: A7W93-67078

Instructions for tray 2 (A3) or tray 3 (A4) tray pick clutch: See the Repair Service Manual for this
product.

Instructions for 1x550-sheet feeder and 3x550-sheet feeder tray pick clutch(es): See the Repair
Service Manual for this product.

b. If the PCA connector is damaged, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

12. From the Service (Advance Service / Sensors / Tray Sensors) menu, run the feed sensor test for the
indicated tray. The sensor should show Not Tripped when no paper is blocking it and Tripped when paper is
blocking it. If the sensor is not working correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Error code Servicemenu sensor test Part description Part number

name (for input tray)

15.A2.D2 Feed (tray 2) Pick and separation kit A7W93-67031

150 Chapter 7 15.wx.yz error codes ENWW

 15.A3.D3 Feed (tray 3) Pick and separation kit A7W93-67031

15.A4.D4 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A5.D5 Feed (tray 4 / tray 5) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A6.D6 Feed (tray 5 / tray 6) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A7.D7 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A8.D8 Feed (tray 4 / tray 5) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A9.D9 Feed (tray 3 / tray 4) (If the Pick and separation kit A7W93-67031
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

13. From the Service (Advance Service / Component Test / Tray Motors) menu, run the Lift test for the
indicated tray. Confirm the control panel reports that the tray is not empty when paper is loaded.

Instructions for tray lift assembly replacement:

See the Repair Service Manual for this product.

See the Repair Service Manual for this product.

Instructions for HCI tray lift motor assembly:

See the Repair Service Manual for this product.

Error code Servicemenu motor test name Part description Part number
(for input tray)

15.A2.D2 Lift (tray 2) Tray lift assembly

15.A3.D3 Lift (tray 3) Tray lift assembly

ENWW 15.Ax.Dz 151

 15.A4.D4 Lift (tray 3 / tray 4) (If the Tray lift assembly
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A5.D5 Lift (tray 4 / tray 5) (If the Tray lift assembly

printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A6.D6 Lift (tray 5 / tray 6) (If the Tray lift assembly A7W93-67022
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A7.D7 Lift (tray 3 / tray 4) (If the HCI tray lift motor assembly A7W97-67006
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A8.D8 Lift (tray 4 / tray 5) (If the HCI tray lift motor assembly A7W97-67006
printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A9.D9 Lift (tray 3 / tray 4) (If the Tray lift assembly A7W93-67022
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

14. From the Service (Advance Service / Component Test / Tray Motors) menu, run the Separation motor test
for the indicated tray. Run the motor in both directions and check for unusual noises. If the motor does not
work or makes unusual noises, replace it.

NOTE: Compare the noise by running the separation motor from another tray.

NOTE: If the pick and separation assembly is replaced, reset the Tray Roller Kit life counter and the
Separation Assembly life counter after installation.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Error code Servicemenu sensor test Part description Part number

name (for input tray)

15.A2.D2 Separation (tray 2) Pick and separation kit A7W93-67031

152 Chapter 7 15.wx.yz error codes ENWW

 15.A3.D3 Separation (tray 3) Pick and separation kit A7W93-67031

15.A4.D4 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A5.D5 Separation (tray 4 / tray 5) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A6.D6 Separation (tray 5 / tray 6) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A7.D7 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15.A8.D8 Separation (tray 4 / tray 5) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

15.A9.D9 Separation (tray 3 / tray 4) (If Pick and separation kit A7W93-67031
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

15. Check the drive belt in the separation motor. If the belt is broken or the drive train is damaged, replace the
pick and separation kit.

NOTE: If the pick and separation assembly is replaced, reset the Tray Roller Kit life counter and the
Separation Assembly life counter after installation.

Part number: A7W93-67031

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

Instructions for: See the Repair Service Manual for this product.

ENWW 15.Ax.Dz 153

 15.B1.5z
Paper jammed in the print zone area of the paper path while printing side two of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the top of form
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B1.50 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from an unknown tray.

● 15.B1.51 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 1.

● 15.B1.52 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 2.

● 15.B1.53 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 3.

● 15.B1.54 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory upper tray.

● 15.B1.55 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory middle tray.

● 15.B1.56 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory lower tray.

● 15.B1.57 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI left tray.

● 15.B1.58 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI right tray.

● 15.B1.59 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

154 Chapter 7 15.wx.yz error codes ENWW

 d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free
cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

ENWW 15.B1.5z 155

 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the top of form sensor
and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor (upper
paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu.

8. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

9. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Front Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

11. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

156 Chapter 7 15.wx.yz error codes ENWW

 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

12. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

13. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

15.B1.7z
Paper jammed in the print zone area of the paper path while printing side one of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the top of form
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B1.70 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from an unknown tray.

● 15.B1.71 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 1.

ENWW 15.B1.7z 157

 ● 15.B1.72 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 2.

● 15.B1.73 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 3.

● 15.B1.74 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory upper tray.

● 15.B1.75 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory middle tray.

● 15.B1.76 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory lower tray.

● 15.B1.77 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the HCI left tray.

● 15.B1.78 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the HCI right tray.

● 15.B1.79 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

158 Chapter 7 15.wx.yz error codes ENWW

 a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free
cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the top of form sensor
and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor (upper
paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu.

ENWW 15.B1.7z 159

 8. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

9. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Front Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

11. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

12. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

160 Chapter 7 15.wx.yz error codes ENWW

15.B1.8z
Paper jammed in the print zone area of the paper path while printing side two of a duplex job. The leading edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the top of form
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B1.80 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from an unknown tray.

● 15.B1.81 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 1.

● 15.B1.82 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 2.

● 15.B1.83 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 3.

● 15.B1.84 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory upper tray.

● 15.B1.85 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory middle tray.

● 15.B1.86 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory lower tray.

● 15.B1.87 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI left tray.

● 15.B1.88 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI right tray.

● 15.B1.89 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

ENWW 15.B1.8z 161

 d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free
cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

162 Chapter 7 15.wx.yz error codes ENWW

 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the top of form sensor
and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor (upper
paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu.

8. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

9. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Test / Deskew Motors) menu, run the Front Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

11. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

ENWW 15.B1.8z 163

 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.B1.Az
Paper jammed in the print zone area of the paper path while printing a simplex job. The trailing edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the top of form sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B1.A0 Paper jammed in the print zone area of the paper path while printing a simplex job from an
unknown tray.

● 15.B1.A1 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 1.

● 15.B1.A2 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 2.

● 15.B1.A3 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 3.

● 15.B1.A4 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory upper tray.

● 15.B1.A5 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory middle tray.

● 15.B1.A6 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory lower tray.

● 15.B1.A7 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
left tray.

● 15.B1.A8 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
right tray.

● 15.B1.A9 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

164 Chapter 7 15.wx.yz error codes ENWW

 3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

ENWW 15.B1.Az 165

 NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free
cloth. If the sensor test continues to fail, perform the following steps.

a. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the top of form sensor
and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor (upper
paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

166 Chapter 7 15.wx.yz error codes ENWW

 9. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Front Deskew
Motor test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

13. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

ENWW 15.B1.Az 167

 15.B1.Dz
Paper jammed in the print zone area of the paper path. The leading edge of the paper from the indicated source
tray, was not detected in the allotted amount of time by the top of form sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B1.D0 Paper jammed in the print zone area of the paper path while printing from an unknown tray.

● 15.B1.D1 Paper jammed in the print zone area of the paper path while printing from tray 1.

● 15.B1.D2 Paper jammed in the print zone area of the paper path while printing from tray 2.

● 15.B1.D3 Paper jammed in the print zone area of the paper path while printing from tray 3.

● 15.B1.D4 Paper jammed in the print zone area of the paper path while printing from the A3 accessory
upper tray.

● 15.B1.D5 Paper jammed in the print zone area of the paper path while printing from the A3 accessory
middle tray.

● 15.B1.D6 Paper jammed in the print zone area of the paper path while printing from the A3 accessory
lower tray.

● 15.B1.D7 Paper jammed in the print zone area of the paper path while printing from the HCI left tray.

● 15.B1.D8 Paper jammed in the print zone area of the paper path while printing from the HCI right tray.

● 15.B1.D9 Paper jammed in the print zone area of the paper path while printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

168 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free
cloth. If the sensor test continues to fail, perform the following steps.

ENWW 15.B1.Dz 169

 a. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the top of form sensor
and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor (upper
paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

9. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

170 Chapter 7 15.wx.yz error codes ENWW

 11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Front Deskew
Motor test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

15.B1.Fz
The top of form sensor detected a paper jam in the print zone area of the paper path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.B1.F0 Paper was detected at the top of form sensor in the print zone area while the printer was turning
on.

● 15.B1.FF Paper was detected at the top of form sensor in the print zone area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

ENWW 15.B1.Fz 171

 c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Input Path Sensors) menu, run the Top Of Form sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the top of form sensor using a dry lint–free cloth.

5. Check that the top of form sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the top of
form sensor and the feed motor distribution PCA (J2). If damage is found, replace the top of form sensor
(upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

7. If the error persists, from the Service (Advance Service / Calibration/Cleaning ) menu, run the Calibrate
Paper Path Sensors routine.

a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the top of form sensor (upper paper guide assembly).

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Top Of Form sensor again. If the status is Ok, exit service mode and
print some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the
corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance.

8. If the error persists, replace the top of form sensor (upper paper guide assembly).

NOTE: The top of form sensor cannot be replaced by itself; it is part of the upper paper guide assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service (Advance
Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

172 Chapter 7 15.wx.yz error codes ENWW

15.B2.5z
Paper jammed in the print zone area of the paper path while printing side one of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the print zone
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B2.50 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from an unknown tray.

● 15.B2.51 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 1.

● 15.B2.52 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 2.

● 15.B2.53 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from tray 3.

● 15.B2.54 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory upper tray.

● 15.B2.55 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory middle tray.

● 15.B2.56 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory lower tray.

● 15.B2.57 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the HCI left tray.

● 15.B2.58 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the HCI right tray.

● 15.B2.59 Paper jammed in the print zone area of the paper path while printing side one of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

ENWW 15.B2.5z 173

 d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If
the sensor test continues to fail, perform the following steps.

a. Check that the print zone sensor reflector (located on the left duplexer cassette) is not missing, dirty,
misaligned, not flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

174 Chapter 7 15.wx.yz error codes ENWW

 Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the print zone sensor
and the airflow distribution PCA (J2). If damage is found, replace the print zone sensor (airflow repair
kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service menu.

8. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

9. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Front Deskew
Motor test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

11. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

ENWW 15.B2.5z 175

 a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

12. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

15.B2.7z
Paper jammed in the print zone area of the paper path while printing side two of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the print zone
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B2.70 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from an unknown tray.

● 15.B2.71 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 1.

● 15.B2.72 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 2.

● 15.B2.73 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 3.

● 15.B2.74 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory upper tray.

● 15.B2.75 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory middle tray.

176 Chapter 7 15.wx.yz error codes ENWW

 ● 15.B2.76 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory lower tray.

● 15.B2.77 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI left tray.

● 15.B2.78 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI right tray.

● 15.B2.79 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

ENWW 15.B2.7z 177

 5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If
the sensor test continues to fail, perform the following steps.

a. Check that the print zone sensor reflector (located on the left duplexer cassette) is not missing, dirty,
misaligned, not flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the print zone sensor
and the airflow distribution PCA (J2). If damage is found, replace the print zone sensor (airflow repair
kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

9. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

178 Chapter 7 15.wx.yz error codes ENWW

 a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

10. Check the gears in the front side of the left duplexer for damage.

a. Completely remove the left duplexer.

b. Turn the gear located close to the spit roller by hand while looking for damage. If damage is found,
replace the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

11. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.B2.8z
Paper jammed in the print zone area of the paper path while printing side two of a duplex job. The leading edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the print zone
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B2.80 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from an unknown tray.

● 15.B2.81 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 1.

● 15.B2.82 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 2.

● 15.B2.83 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from tray 3.

● 15.B2.84 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory upper tray.

ENWW 15.B2.8z 179

 ● 15.B2.85 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory middle tray.

● 15.B2.86 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory lower tray.

● 15.B2.87 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI left tray.

● 15.B2.88 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the HCI right tray.

● 15.B2.89 Paper jammed in the print zone area of the paper path while printing side two of a duplex job
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

180 Chapter 7 15.wx.yz error codes ENWW

 4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If
the sensor test continues to fail, perform the following steps.

a. Check that the print zone sensor reflector (located on the left duplexer cassette) is not missing, dirty,
misaligned, not flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the print zone sensor
and the airflow distribution PCA (J2). If damage is found, replace the print zone sensor (airflow repair
kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: A7W93-67081

ENWW 15.B2.8z 181

 For instructions: See the Repair Service Manual for this product.

9. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

15.B2.Az
Paper jammed in the print zone area of the paper path while printing a simplex job. The trailing edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the print zone sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B2.A0 Paper jammed in the print zone area of the paper path while printing a simplex job from an
unknown tray.

● 15.B2.A1 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 1.

● 15.B2.A2 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 2.

● 15.B2.A3 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 3.

● 15.B2.A4 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory upper tray.

● 15.B2.A5 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory middle tray.

● 15.B2.A6 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory lower tray.

● 15.B2.A7 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
left tray.

● 15.B2.A8 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
right tray.

● 15.B2.A9 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory tray.

182 Chapter 7 15.wx.yz error codes ENWW

Recommended action for customers
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

ENWW 15.B2.Az 183

 6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If
the sensor test continues to fail, perform the following steps.

a. Check that the print zone sensor reflector (located on the left duplexer cassette) is not missing, dirty,
misaligned, not flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the print zone sensor
and the airflow distribution PCA (J2). If damage is found, replace the print zone sensor (airflow repair
kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

184 Chapter 7 15.wx.yz error codes ENWW

 9. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Front Deskew
Motor test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

13. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

14. Check the gears in the front side of the left duplexer for damage.

ENWW 15.B2.Az 185

 a. Completely remove the left duplexer.

b. Turn the gear located close to the spit roller by hand while looking for damage. If damage is found,
replace the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

15. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.B2.Dz
Paper jammed in the print zone area of the paper path while printing a simplex job. The leading edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the print zone sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.B2.D0 Paper jammed in the print zone area of the paper path while printing a simplex job from an
unknown tray.

● 15.B2.D1 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 1.

● 15.B2.D2 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 2.

● 15.B2.D3 Paper jammed in the print zone area of the paper path while printing a simplex job from tray 3.

● 15.B2.D4 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory upper tray.

● 15.B2.D5 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory middle tray.

● 15.B2.D6 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory lower tray.

● 15.B2.D7 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
left tray.

● 15.B2.D8 Paper jammed in the print zone area of the paper path while printing a simplex job from the HCI
right tray.

● 15.B2.D9 Paper jammed in the print zone area of the paper path while printing a simplex job from the A3
accessory tray.

186 Chapter 7 15.wx.yz error codes ENWW

Recommended action for customers
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and the right duplexers.

c. Remove any paper or paper remnants.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

ENWW 15.B2.Dz 187

 6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Support Tools / Maintenance /
Tray [z] Rollers).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If
the sensor test continues to fail, perform the following steps.

a. Check that the print zone sensor reflector (located on the left duplexer cassette) is not missing, dirty,
misaligned, not flat, or off-center. If needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the print zone sensor
and the airflow distribution PCA (J2). If damage is found, replace the print zone sensor (airflow repair
kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

c. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run the Calibrate Paper Path Sensors routine from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

188 Chapter 7 15.wx.yz error codes ENWW

 9. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Front Deskew
Motor test (in the forward direction). The rear deskew motor drives the turn path shaft in the right vertical
path. Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Front Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the deskew front shaft turns. If the shaft does not turn, most
likely the front deskew drive belt is broken or dislodged, replace the deskew front drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

13. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

ENWW 15.B2.Dz 189

 15.B2.Fz
The print zone sensor detected a paper jam in the print zone area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.B2.F0 Paper was detected at the print zone sensor in the print zone area while the printer was turning
on.

● 15.B2.FF Paper was detected at the print zone sensor in the print zone area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the left duplexer.

e. Close the left door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the left duplexer.

e. Close the left door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors /Print Zone Sensors) menu, run the Print Zone sensor test.
The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped when the
left duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the print zone sensor using a dry lint–free cloth.

5. Check that the left duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

190 Chapter 7 15.wx.yz error codes ENWW

 6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the print
zone sensor and the airflow distribution PCA (J2). If damage is found, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

7. If the error persists, from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path
Sensors) menu, run the Calibrate Paper Path Sensors routine.

a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Print Zone sensor again. If the status is OK, exit service mode and
print some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the
corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance.

8. If the error persists, replace the print zone sensor (airflow repair kit).

NOTE: The print zone sensor cannot be replaced by itself; it is part of the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service (Advance
Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

15.C1.5z
Paper jammed in the left door paper path while printing side one of a duplex job. The trailing edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.50 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from an unknown tray.

● 15.C1.51 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 1.

● 15.C1.52 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 2.

● 15.C1.53 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 3.

ENWW 15.C1.5z 191

 ● 15.C1.54 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory upper tray.

● 15.C1.55 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory middle tray.

● 15.C1.56 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory lower tray.

● 15.C1.57 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the HCI left tray.

● 15.C1.58 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the HCI right tray.

● 15.C1.59 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

192 Chapter 7 15.wx.yz error codes ENWW

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Output Path Sensors) menu, run the Vertical Jam sensor test.
The sensor should show Not Tripped when the left door is closed and Tripped when the left door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

ENWW 15.C1.5z 193

 8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check the gears in the front side of the left duplexer for damage.

a. Completely remove the left duplexer.

b. Turn the gear located close to the spit roller by hand while looking for damage. If damage is found,
replace the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

11. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.C1.6z
The left side vertical sensor detected a paper jam in the left door area of the print path while printing from the
indicated tray.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.60 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from an unknown tray.

● 15.C1.61 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from tray 1.

● 15.C1.62 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from tray 2.

● 15.C1.63 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from tray 3.

194 Chapter 7 15.wx.yz error codes ENWW

 ● 15.C1.64 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the A3 accessory upper tray.

● 15.C1.65 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the A3 accessory middle tray.

● 15.C1.66 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the A3 accessory lower tray.

● 15.C1.67 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the HCI left tray.

● 15.C1.68 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the HCI right tray.

● 15.C1.69 The left side vertical sensor detected a paper jam in the left door area of the print path while
printing from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

ENWW 15.C1.6z 195

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Output Path Sensors) menu, run the Vertical Jam sensor test.
The sensor should show Not Tripped when the left door is closed and Tripped when the left door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

196 Chapter 7 15.wx.yz error codes ENWW

 8. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Entry
Motor test. Before running the motor, open left door then install a magnet to override the left door open
sensor. Run the test and confirm the gear located on the front wall close to the front side of the duplexer
module is turning. If the gear is not turning, then the entry motor belt is missing or broken. Replace the
duplex entry drive assembly.

Part number: A7W93-67030

For instructions: See the Repair Service Manual for this product.

9. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Diverter
motor test. Run the test in Toggle Mode with the left door closed.

a. Observe that the encoder counts in the simplex and duplex positions. The count difference between
simplex and duplex should be 1000 +/- 200 counts.

b. If the difference is smaller, turn the printer off, and then on with all the doors closed to initialize the
duplex diverter, then test again.

10. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Diverter
motor test. Run the test in Cycle Mode with the left door open.

▲ Confirm the diverter guide moves away from the left door and back. If movement is not consistent
(same distance), check the duplex diverter drive system. If damage is found, replace the duplex
diverter assembly.

Part Number: A7W93–67056

11. Inspect the tray 1 separation assembly for correct installation. Incorrect installation of this module will
block the duplex paper path.

15.C1.7z
Paper jammed in the left door paper path while printing side two of a duplex job. The trailing edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.70 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from an unknown tray.

● 15.C1.71 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 1.

● 15.C1.72 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 2.

● 15.C1.73 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 3.

● 15.C1.74 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory upper tray.

ENWW 15.C1.7z 197

 ● 15.C1.75 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory middle tray.

● 15.C1.76 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory lower tray.

● 15.C1.77 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the HCI left tray.

● 15.C1.78 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the HCI right tray.

● 15.C1.79 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

198 Chapter 7 15.wx.yz error codes ENWW

 e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Ouput Path Sensors) menu, run the Vertical Jam sensor test.
The sensor should show Not Tripped when the left door is closed and Tripped when the left door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

ENWW 15.C1.7z 199

 8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check the gears in the front side of the left duplexer for damage.

a. Completely remove the left duplexer.

b. Turn the gear located close to the spit roller by hand while looking for damage. If damage is found,
replace the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

11. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

15.C1.8z
Paper jammed in the left door paper path while printing side one of a duplex job. The leading edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.80 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from an unknown tray.

● 15.C1.81 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 1.

● 15.C1.82 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 2.

200 Chapter 7 15.wx.yz error codes ENWW

 ● 15.C1.83 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from tray 3.

● 15.C1.84 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory upper tray.

● 15.C1.85 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory middle tray.

● 15.C1.86 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory lower tray.

● 15.C1.87 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the HCI left tray.

● 15.C1.88 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the HCI right tray.

● 15.C1.89 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

ENWW 15.C1.8z 201

 a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors /Ouput Path Sensors) menu, run the Vertical Jam sensor test.
The sensor should show Not Tripped when the left door is closed and Tripped when the left door is open. If
the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail,
perform the following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

202 Chapter 7 15.wx.yz error codes ENWW

 NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

15.C1.9z
Paper jammed in the left door paper path while reversing the paper during a duplex job. The leading edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.90 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from an unknown tray.

● 15.C1.91 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from tray 1.

● 15.C1.92 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from tray 2.

● 15.C1.93 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from tray 3.

ENWW 15.C1.9z 203

 ● 15.C1.94 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the A3 accessory upper tray.

● 15.C1.95 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the A3 accessory middle tray.

● 15.C1.96 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the A3 accessory lower tray.

● 15.C1.97 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the HCI left tray.

● 15.C1.98 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the HCI right tray.

● 15.C1.99 The vertical jam sensor detected a paper jam in the left door area of the print path while
reversing the paper during a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

204 Chapter 7 15.wx.yz error codes ENWW

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors ) menu, run the Vertical Jam sensor test. The sensor should
show Not Tripped when the left door is closed and Tripped when the left door is open. If the sensor fails
the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the
following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

ENWW 15.C1.9z 205

 8. From the Service (Advance Service / Component Tests / Outpu Path Motors) menu, run the Eject Motor test
(in the reverse direction.) Confirm that the motor runs in the reverse direction and no error is reported.

9. Run the Eject Motor test again (in the reverse direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the ejection shaft turns. If the shaft does not turn, replace the
ejection drive assembly.

Part number: A7W93-67054

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the reverse direction.) Confirm that the motor runs in the reverse direction and no error is
reported.

11. Run the Vertical Motor test again (in the reverse direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

15.C1.Az
Paper jammed in the left door paper path while printing a simplex job. The trailing edge of the paper from the
indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.A0 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from an unknown tray.

● 15.C1.A1 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from tray 1.

● 15.C1.A2 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from tray 2.

● 15.C1.A3 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from tray 3.

206 Chapter 7 15.wx.yz error codes ENWW

 ● 15.C1.A4 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the A3 accessory upper tray.

● 15.C1.A5 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the A3 accessory middle tray.

● 15.C1.A6 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the A3 accessory lower tray.

● 15.C1.A7 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the HCI left tray.

● 15.C1.A8 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the HCI right tray.

● 15.C1.A9 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
a simplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

ENWW 15.C1.Az 207

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors ) menu, run the Vertical Jam sensor test. The sensor should
show Not Tripped when the left door is closed and Tripped when the left door is open. If the sensor fails
the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the
following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

208 Chapter 7 15.wx.yz error codes ENWW

 8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check the gears in the front side of the left duplexer for damage.

a. Completely remove the left duplexer.

b. Turn the gear located close to the spit roller by hand while looking for damage. If damage is found,
replace the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

11. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.C1.Cz
Paper jammed in the left door paper path while printing side two of a duplex job. The leading edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.C1.C0 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from an unknown tray.

● 15.C1.C1 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 1.

● 15.C1.C2 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 2.

● 15.C1.C3 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from tray 3.

ENWW 15.C1.Cz 209

 ● 15.C1.C4 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory upper tray.

● 15.C1.C5 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory middle tray.

● 15.C1.C6 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory lower tray.

● 15.C1.C7 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the HCI left tray.

● 15.C1.C8 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the HCI right tray.

● 15.C1.C9 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
side two of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

210 Chapter 7 15.wx.yz error codes ENWW

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors ) menu, run the Vertical Jam sensor test. The sensor should
show Not Tripped when the left door is closed and Tripped when the left door is open. If the sensor fails
the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the
following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

ENWW 15.C1.Cz 211

 8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

11. Check the jammed paper for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and remove any paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

15.C1.Dz
Paper jammed in the left door paper path while printing a simplex job. The leading edge of the paper from the
indicated source tray, was not detected in the allotted amount of time by the vertical jam sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

212 Chapter 7 15.wx.yz error codes ENWW

 ● 15.C1.D0 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from an unknown tray.

● 15.C1.D1 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from tray 1.

● 15.C1.D2 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from tray 2.

● 15.C1.D3 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from tray 3.

● 15.C1.D4 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the A3 accessory upper tray.

● 15.C1.D5 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the A3 accessory middle tray.

● 15.C1.D6 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the A3 accessory lower tray.

● 15.C1.D7 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the HCI left tray.

● 15.C1.D8 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the HCI right tray.

● 15.C1.D9 The vertical jam sensor detected a paper jam in the left door area of the print path while printing
from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

ENWW 15.C1.Dz 213

 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors) menu, run the Vertical Jam sensor test. The sensor should
show Not Tripped when the left door is closed and Tripped when the left door is open. If the sensor fails
the test, clean the sensor using a dry lint–free cloth. If the sensor test continues to fail, perform the
following steps.

a. Check that the vertical jam sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the vertical jam sensor
and the left door distribution PCA (J8). If the FFC is damaged, replace the vertical jam sensor FFC (left
door assembly).

NOTE: The vertical jam sensor FFC cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

214 Chapter 7 15.wx.yz error codes ENWW

 c. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the vertical jam sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the left door assembly, you must run the Calibrate Paper Path Sensors
routine from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors)
menu.

8. From the Service (Advance Service / Component Tests / Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Inspect the surface of the feed shaft for excessive contamination that may cause the paper to slip as it is
transported thru the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) the left and right duplexers.

c. Check the feed shaft for ink and paper dust contamination. if the shaft is dirty, attempt to clean it with
a lint free cloth dampened with deionized water (DI). If the contamination does not come off, replace
the feed shaft.

Part number: A7W93-67035

For instructions: See the Repair Service Manual for this product.

15.C1.Fz
The left side vertical sensor detected a paper jam in the output area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 15.C1.Fz 215

 ● 15.C1.F0 Paper was detected at the left side vertical sensor in the output area while the printer was turning
on.

● 15.C1.FF Paper was detected at the left side vertical sensor in the output area after the printer attempted
to clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors) menu, run the Vertical Jam sensor test. The sensor should
show Not Tripped when the left door is open and Tripped when the left door is closed.

4. If the sensor fails the test, clean the surface of the left side vertical sensor using a dry lint–free cloth.

5. Check that the left duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the left
side vertical sensor and the left door distribution PCA (J8).

a. If the cable is damaged, replace the left side vertical sensor FFC (left door assembly).

216 Chapter 7 15.wx.yz error codes ENWW

 NOTE: The left side vertical sensor FFC cannot be replaced by itself; it is part of the left door
assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

b. If the connector at the left door distribution PCA is damaged, replace the left door PCA.

Part number: A7W93-67017

7. If the error persists, from the Service menu, run the Calibrate Paper Path Sensors routine.

a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the left side vertical sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Vertical Jam sensor again. If the status is OK, exit service mode and
print some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the
corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance.

8. If the error persists, replace the left side vertical sensor (left door assembly).

NOTE: The left side vertical sensor cannot be replaced by itself; it is part of the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service menu.

15.D1.5z
Paper jammed in the left side of the duplex paper path while printing side one of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the duplex entry
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.D1.50 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from an unknown tray.

● 15.D1.51 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 1.

● 15.D1.52 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 2.

ENWW 15.D1.5z 217

 ● 15.D1.53 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 3.

● 15.D1.54 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory upper tray.

● 15.D1.55 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory middle tray.

● 15.D1.56 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory lower tray.

● 15.D1.57 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the HCI left tray.

● 15.D1.58 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the HCI right tray.

● 15.D1.59 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

218 Chapter 7 15.wx.yz error codes ENWW

 a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when it is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the duplex entry sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex entry sensor
and the left rear lower PCA (J1).

1. If the cable is damaged, replace the FFC that comes in the left rear lower FFC kit.

Part number: A7W93-67009

2. f the connector at the left rear lower PCA is damaged, replace the left rear lower PCA.

Part number: A7W93–67021

c. If the Duplex Entry sensor test still fails, replace the duplex entry sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

8. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Entry
Motor test (in forward direction). Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Duplex Entry Motor test again (in forward direction), this time with the left door open.

a. Install the door open sensor override device (or use a magnet).

ENWW 15.D1.5z 219

 NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing the gear in the front corner of the left duplexer module. If the gear
does not turn, most likely the duplex entry drive belt is broken or dislodged. If needed, replace the
duplex entry drive assembly.

Part number: A7W93-67030

For instructions: See the Repair Service Manual for this product.

10. Check the duplex entry drive gears for damage. If the gears are damaged, replace the duplex entry rear
gear carrier.

Part number: A7W93-67025

11. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm the motor runs in the forward direction and no error is
reported.

12. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

13. If the printer configuration has two A4 tandem trays, check that the media guide for tray 2 is not blocking
the duplex paper path.

14. Check that the duplex entry floor paper guide is installed incorrectly. If necessary, remove and then
reinstall it.

15.D1.8z
Paper jammed in the left side of the duplex paper path while printing side one of a duplex job. The leading edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the duplex entry
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

220 Chapter 7 15.wx.yz error codes ENWW

 ● 15.D1.80 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from an unknown tray.

● 15.D1.81 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 1.

● 15.D1.82 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 2.

● 15.D1.83 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from tray 3.

● 15.D1.84 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory upper tray.

● 15.D1.85 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory middle tray.

● 15.D1.86 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory lower tray.

● 15.D1.87 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the HCI left tray.

● 15.D1.88 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the HCI right tray.

● 15.D1.89 The duplex entry sensor detected a paper jam in the left side of the duplex paper path while
printing side one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

ENWW 15.D1.8z 221

 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when it is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the duplex entry sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex entry sensor
and the left rear lower PCA (J1).

1. If the cable is damaged, replace the FFC that comes in the left rear lower FFC kit.

Part number: A7W93-67009

2. f the connector at the left rear lower PCA is damaged, replace the left rear lower PCA.

Part number: A7W93–67021

c. If the Duplex Entry sensor test still fails, replace the duplex entry sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

8. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Entry
Motor test (in forward direction). Confirm that the motor runs in the forward direction and no error is
reported.

222 Chapter 7 15.wx.yz error codes ENWW

 9. Run the Duplex Entry Motor test again (in forward direction), this time with the left door open.

a. Install the door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing the gear in the front corner of the left duplexer module. If the gear
does not turn, most likely the duplex entry drive belt is broken or dislodged. If needed, replace the
duplex entry drive assembly.

Part number: A7W93-67030

For instructions: See the Repair Service Manual for this product.

10. Check the duplex entry drive gears for damage. If the gears are damaged, replace the duplex entry rear
gear carrier.

Part number: A7W93-67025

11. From the Service menu, run the Duplex Diverter motor test. Run the test in Toggle Mode with the left door
closed.

a. Observe that the encoder counts in the simplex and duplex positions. The count difference between
simplex and duplex should be 1000 +/- 200 counts.

b. If the difference is smaller, turn the printer off, and then on with all the doors closed to initialize the
duplex diverter, then test again.

12. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Diverter
motor test. Run the test in Cycle Mode with the left door open.

▲ Confirm the diverter guide moves away from the left door and back. If movement is not consistent
(same distance), check the duplex diverter drive system. If damage is found, replace the duplex
diverter assembly.

Part Number: A7W93–67056

For instructions: See the Repair Service Manual for this product.

13. Inspect the tray 1 separation assembly for correct installation. Incorrect installation of this module will
block the duplex paper path.

15.D1.Fz
The duplex entry sensor detected a paper jam in the duplex area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.D1.F0 Paper was detected at the duplex entry sensor in the duplex area while the printer was turning
on.

● 15.D1.FF Paper was detected at the duplex entry sensor in the duplex area after the printer attempted to
clear a paper jam.

ENWW 15.D1.Fz 223

 Recommended action for customers
1. Clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the left duplexer.

e. Close the left door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the left duplexer.

e. Close the left door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when the left duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the duplex entry sensor using a dry lint–free cloth.

5. Check that the left duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the duplex
entry sensor and the left rear lower PCA (J1).

a. If the cable is damaged, replace the FFC that comes in the left rear lower FFC kit.

Part number: A7W93-67009

b. If the connector at the left rear lower PCA is damaged, replace the left rear lower PCA.

Part number: A7W93-67021

7. If the error persists, replace the duplex entry sensor (REDI sensor).

Part number: A7W93-67076

224 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

15.D2.5z
Paper jammed in the right side of the duplex paper path while printing side one of a duplex job. The trailing edge
of the paper from the indicated source tray, was not detected in the allotted amount of time by the duplex exit
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.D2.50 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from an unknown tray.

● 15.D2.51 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from tray 1.

● 15.D2.52 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from tray 2.

● 15.D2.53 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from tray 3.

● 15.D2.54 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the A3 accessory upper tray.

● 15.D2.55 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the A3 accessory middle tray.

● 15.D2.56 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the A3 accessory lower tray.

● 15.D2.57 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the HCI left tray.

● 15.D2.58 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the HCI right tray.

● 15.D2.59 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing side one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

ENWW 15.D2.5z 225

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Manage Supplies / Reset
Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

226 Chapter 7 15.wx.yz error codes ENWW

 Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Exit sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when it
is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test
continues to fail, perform the following steps.

a. Check that the duplex exit sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex exit sensor
and the center rear lower PCA (J3).

1. If the cable is damaged, replace the FFC that comes in the center rear lower FFC kit.

Part number: A7W93-67005

2. f the connector at the center rear lower PCA is damaged, replace the center rear lower PCA.

Part number: A7W93–67020

c. If the Duplex Exit sensor test still fails, replace the duplex exit sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

9. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm the motor runs in the forward direction and no error is
reported.

10. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

ENWW 15.D2.5z 227

 11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction.) The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

13. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassettte (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

15.D2.8z
Paper jammed in the right side of the duplex paper path before printing side two of a duplex job. The leading
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the duplex
exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.D2.80 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from an unknown tray.

● 15.D2.81 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from tray 1.

● 15.D2.82 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from tray 2.

● 15.D2.83 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from tray 3.

228 Chapter 7 15.wx.yz error codes ENWW

 ● 15.D2.84 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the A3 accessory upper tray.

● 15.D2.85 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the A3 accessory middle tray.

● 15.D2.86 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the A3 accessory lower tray.

● 15.D2.87 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the HCI left tray.

● 15.D2.88 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the HCI right tray.

● 15.D2.89 The duplex exit sensor detected a paper jam in the right side of the duplex paper path before
printing side two of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

ENWW 15.D2.8z 229

 d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Exit sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when it
is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test
continues to fail, perform the following steps.

a. Check that the duplex exit sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex exit sensor
and the center rear lower PCA (J3).

1. If the cable is damaged, replace the FFC that comes in the center rear lower FFC kit.

Part number: A7W93-67005

2. f the connector at the center rear lower PCA is damaged, replace the center rear lower PCA.

Part number: A7W93–67020

c. If the Duplex Exit sensor test still fails, replace the duplex exit sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

8. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm the motor runs in the forward direction and no error is
reported.

9. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

230 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

10. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

11. If the printer configuration has two A4 tandem trays, check that the media guide for tray 2 is not blocking
the duplex paper path.

12. Check that the duplex entry floor paper guide is installed incorrectly. If necessary, remove and then
reinstall it.

15.D2.Az
Paper jammed in the right side of the duplex paper path while printing a simplex job. The trailing edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the duplex exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.D2.A0 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from an unknown tray.

● 15.D2.A1 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from tray 1.

● 15.D2.A2 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from tray 2 (A4 tandem left).

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

ENWW 15.D2.Az 231

 e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Manage Supplies / Reset
Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit )

232 Chapter 7 15.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Exit sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when it
is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test
continues to fail, perform the following steps.

a. Check that the duplex exit sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex exit sensor
and the center rear lower PCA (J3).

1. If the cable is damaged, replace the FFC that comes in the center rear lower FFC kit.

Part number: A7W93-67005

2. f the connector at the center rear lower PCA is damaged, replace the center rear lower PCA.

Part number: A7W93–67020

c. If the Duplex Exit sensor test still fails, replace the duplex exit sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

9. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm the motor runs in the forward direction and no error is
reported.

10. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

ENWW 15.D2.Az 233

 11. From the Service (Advance Service / Component Tests / Deskew Motors) menu, run the Rear Deskew Motor
test (in the forward direction.) The rear deskew motor drives the turn path shaft in the right vertical path.
Confirm that the motor runs in the forward direction and no error is reported.

12. Run the Rear Deskew Motor test again (in the forward direction), this time with the right door open.

a. Pull out the right duplexer.

b. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

c. Repeat the test while observing that the shaft in the right vertical path turns. If the shaft does not
turn, most likely the rear deskew drive belt is broken or dislodged, replace the deskew rear drive
assembly.

Part number: A7W93-67051

For instructions: See the Repair Service Manual for this product.

15.D2.Dz
Paper jammed in the right side of the duplex paper path while printing a simplex job. The leading edge of the
paper from the indicated source tray, was not detected in the allotted amount of time by the duplex exit sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.D2.D0 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from an unknown tray.

● 15.D2.D1 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from tray 1.

● 15.D2.D2 The duplex exit sensor detected a paper jam in the right side of the duplex paper path while
printing a simplex job from tray 2 (A4 tandem left).

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

234 Chapter 7 15.wx.yz error codes ENWW

 e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
please contact customer support.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Manage Supplies / Reset
Supplies / Tray [z] Rollers).

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

6. From the Supplies menu, check the remaining life for the appropriate Tray Roller Kit. Replace the kit if the
remaining life status is Low, Very Low or Empty. Reset the Tray Roller Kit life counter after installation.

NOTE: The tray 1 roller kit is not customer self-replaceable. If the tray 1 roller kit needs replacement,
send an onsite technician.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit )

ENWW 15.D2.Dz 235

 For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray X roller Kit).

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Exit sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when it
is pulled out. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor test
continues to fail, perform the following steps.

a. Check that the duplex exit sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the duplex exit sensor
and the center rear upper PCA (J3).

1. If the cable is damaged, replace the FFC that comes in the center rear upper FFC kit.

Part number: A7W93-67005

2. f the connector at the center rear upper PCA is damaged, replace the center rear lower PCA.

Part number: A7W93–67020

c. If the Duplex Exit sensor test still fails, replace the duplex exit sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

9. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Exit
Motor test (in the forward direction). Confirm the motor runs in the forward direction and no error is
reported.

10. Run the Duplex Exit Motor test again (in the forward direction), this time with the right door open.

a. Install the right door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Pull out the right duplexer.

c. Repeat the test while observing that the shaft in the duplex exit path turns. If the shaft does not turn,
most likely the duplex exit drive belt is broken or dislodged, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

236 Chapter 7 15.wx.yz error codes ENWW

 11. If the printer configuration has two A4 tandem trays, check that the media guide for tray 2 is not blocking
paper coming from tray 1.

12. Check that the duplex entry floor paper guide is installed incorrectly. If necessary, remove and then
reinstall it.

15.D2.Fz
The duplex exit sensor detected a paper jam in the duplex area of the print path.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.D2.F0 Paper was detected at the duplex exit sensor in the duplex area while the printer was turning on.

● 15.D2.FF Paper was detected at the duplex exit sensor in the duplex area after the printer attempted to
clear a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Duplex Path Sensors) menu, run the Duplex Exit sensor test.
The sensor should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when
the right duplexer cassette is pulled out.

4. If the sensor fails the test, clean the surface of the duplex exit sensor using a dry lint–free cloth.

5. Check that the right duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

ENWW 15.D2.Fz 237

 NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the duplex
exit sensor and the CRL PCA (J3).

a. If the cable is damaged, replace the FFC that comes in the CRL FFC kit.

Part number: A7W93-67005

b. If the connector at the CRL PCA is damaged, replace the center rear lower PCA.

Part number: A7W93-67020

7. If the error persists, replace the duplex exit sensor (REDI sensor).

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

15.E1.5z
Paper jammed in the ejection area of the print path while printing side one of a duplex job. The trailing edge of
the paper from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.50 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from an unknown tray.

● 15.E1.51 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 1.

● 15.E1.52 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 2.

● 15.E1.53 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 3.

● 15.E1.54 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory upper tray.

● 15.E1.55 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory middle tray.

● 15.E1.56 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory lower tray.

● 15.E1.57 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the HCI left tray.

238 Chapter 7 15.wx.yz error codes ENWW

 ● 15.E1.58 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the HCI right tray.

● 15.E1.59 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

ENWW 15.E1.5z 239

 6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection (REDI) sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. Inspect the standard output bin assembly for the correct installation. The output bin must be mounted on
the chassis V groove. Incorrect installation of the output bin module will block the ejection paper path.

9. From the Service (Advance Service / Component Tests / Output Path Motors) menu, run the Eject Motor test
(in the forward direction.) Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Eject Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the ejection shaft turns. If the shaft does not turn, replace the
ejection drive assembly.

Part number: A7W93-67054

For instructions: See the Repair Service Manual for this product.

240 Chapter 7 15.wx.yz error codes ENWW

 11. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

12. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

13. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.E1.6z
Paper jammed in the ejection area of the print path while reversing the paper during a duplex job. The trailing
edge of the paper from the indicated source tray, was not detected in the allotted amount of time by the ejection
sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.60 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from an unknown tray.

● 15.E1.61 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from tray 1.

● 15.E1.62 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from tray 2.

● 15.E1.63 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from tray 3.

● 15.E1.64 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the A3 accessory upper tray.

● 15.E1.65 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the A3 accessory middle tray.

● 15.E1.66 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the A3 accessory lower tray.

ENWW 15.E1.6z 241

 ● 15.E1.67 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the HCI left tray.

● 15.E1.68 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the HCI right tray.

● 15.E1.69 The ejection sensor detected a paper jam in the ejection area of the print path while reversing the
paper during a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

242 Chapter 7 15.wx.yz error codes ENWW

 5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection (REDI) sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. Inspect the standard output bin assembly for correct installation. The output bin must be mounted on the
chassis V groove. Incorrect installation of the output bin module will block the ejection paper path.

9. From the Service (Advance Service / Component Tests / Output Path Motors) menu, run the Eject Motor test
(in the forward direction.) Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Eject Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the ejection shaft turns. If the shaft does not turn, replace the
ejection drive assembly.

Part number: A7W93-67054

For instructions: See the Repair Service Manual for this product.

ENWW 15.E1.6z 243

 11. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

12. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

13. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Diverter
motor test. Run the test in Toggle Mode with the left door closed.

a. Observe that the encoder counts in the simplex and duplex positions. The count difference between
simplex and duplex should be 1000 +/- 200 counts.

b. If the difference is smaller, turn the printer off, and then on with all the doors closed to initialize the
duplex diverter, then test again.

14. From the Service (Advance Service / Component Tests / Duplex Path Motors) menu, run the Duplex Diverter
motor test. Run the test in Cycle Mode with the left door open.

▲ Confirm the diverter guide moves away from the left door and back. If movement is not consistent
(same distance), check the duplex diverter drive system. If damage is found, replace duplex diverter
assembly.

Part Number: A7W93–67056

For instructions: See the Repair Service Manual for this product.

15. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.E1.7z
Paper jammed in the ejection area of the print path while printing side two of a duplex job. The trailing edge of
the paper from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

244 Chapter 7 15.wx.yz error codes ENWW

 ● 15.E1.70 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from an unknown tray.

● 15.E1.71 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 1.

● 15.E1.72 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 2.

● 15.E1.73 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 3.

● 15.E1.74 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory upper tray.

● 15.E1.75 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory middle tray.

● 15.E1.76 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory lower tray.

● 15.E1.77 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the HCI left tray.

● 15.E1.78 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the HCI right tray.

● 15.E1.79 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

ENWW 15.E1.7z 245

 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

246 Chapter 7 15.wx.yz error codes ENWW

 NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. From the Service (Advance Service / Component Tests / Output Path Motors) menu, run the Eject Motor test
(in the forward direction.) Confirm that the motor runs in the forward direction and no error is reported.

9. Run the Eject Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the ejection shaft turns. If the shaft does not turn, replace the
ejection drive assembly.

Part number: A7W93-67054

For instructions: See the Repair Service Manual for this product.

10. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

11. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

15.E1.8z
Paper jammed in the ejection area of the print path while printing side one of a duplex job. The leading edge of
the paper from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.80 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from an unknown tray.

● 15.E1.81 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 1.

● 15.E1.82 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 2.

ENWW 15.E1.8z 247

 ● 15.E1.83 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from tray 3.

● 15.E1.84 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory upper tray.

● 15.E1.85 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory middle tray.

● 15.E1.86 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory lower tray.

● 15.E1.87 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the HCI left tray.

● 15.E1.88 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the HCI right tray.

● 15.E1.89 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
one of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

248 Chapter 7 15.wx.yz error codes ENWW

 a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service menu.

8. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

ENWW 15.E1.8z 249

 NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.E1.Az
Paper jammed in the ejection area of the print path while printing a simplex job. The trailing edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.A0 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from an unknown tray.

● 15.E1.A1 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from tray 1.

● 15.E1.A2 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from tray 2.

● 15.E1.A3 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from tray 3.

● 15.E1.A4 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the A3 accessory upper tray.

● 15.E1.A5 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the A3 accessory middle tray.

● 15.E1.A6 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the A3 accessory lower tray.

● 15.E1.A7 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the HCI left tray.

● 15.E1.A8 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the HCI right tray.

● 15.E1.A9 The ejection sensor detected a paper jam in the ejection area of the print path while printing a
simplex job from the A3 accessory tray.

250 Chapter 7 15.wx.yz error codes ENWW

Recommended action for customers
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If experiencing accordian jams with a 15.E1.Az error displaying on the control panel, please check
the following isssue/solution document before proceeding: HP PageWide Enterprise, HP PageWide Managed, HP
PageWide Pro - 15.E1.Az or 61.B8.21 errors with accordion jams in the Output Bin Doc ID c06009192

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

ENWW 15.E1.Az 251

 7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. Inspect the standard output bin assembly for the correct installation. The output bin must be mounted on
the chassis V groove. Incorrect installation of the output bin module will block the ejection paper path.

9. From the Service (Advance Service / Component Tests / Output Path Motors) menu, run the Eject Motor test
(in the forward direction.) Confirm that the motor runs in the forward direction and no error is reported.

10. Run the Eject Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the ejection shaft turns. If the shaft does not turn, replace the
ejection drive assembly.

Part number: A7W93-67054

For instructions: See the Repair Service Manual for this product.

11. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

252 Chapter 7 15.wx.yz error codes ENWW

 12. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

13. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.E1.Cz
Paper jammed in the ejection area of the print path while printing side two of a duplex job. The leading edge of
the paper from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.C0 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from an unknown tray.

● 15.E1.C1 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 1.

● 15.E1.C2 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 2.

● 15.E1.C3 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from tray 3.

● 15.E1.C4 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory upper tray.

● 15.E1.C5 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory middle tray.

● 15.E1.C6 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory lower tray.

● 15.E1.C7 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the HCI left tray.

ENWW 15.E1.Cz 253

 ● 15.E1.C8 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the HCI right tray.

● 15.E1.C9 The ejection sensor detected a paper jam in the ejection area of the print path while printing side
two of a duplex job from the A3 accessory tray.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

254 Chapter 7 15.wx.yz error codes ENWW

 6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

ENWW 15.E1.Cz 255

 For instructions: See the Repair Service Manual for this product.

11. Check the jammed sheet for leading edge damage or bent corners that may indicate the paper is getting
damaged in the duplex path. Also look in the event log for warning code, 61.B2.60, which indicates the
skew sensors detected excessive skew on sheets coming from the duplex path.

▲ Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

15.E1.Dz
Paper jammed in the ejection area of the print path while printing a simplex job. The leading edge of the paper
from the indicated source tray, was not detected in the allotted amount of time by the ejection sensor.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 15.E1.D0 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
an unknown tray.

● 15.E1.D1 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
tray 1.

● 15.E1.D2 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
tray 2.

● 15.E1.D3 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
tray 3.

● 15.E1.D4 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the A3 accessory upper tray.

● 15.E1.D5 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the A3 accessory middle tray.

● 15.E1.D6 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the A3 accessory lower tray.

● 15.E1.D7 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the HCI left tray.

● 15.E1.D8 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the HCI right tray.

● 15.E1.D9 The ejection sensor detected a paper jam in the ejection area of the print path while printing from
the A3 accessory tray.

256 Chapter 7 15.wx.yz error codes ENWW

Recommended action for customers
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm the control panel does not report any doors open then press Ok.

3. Wait for the printer to resume printing. If printing does not resume and a different error is reported, follow
the troubleshooting instructions for that error. Otherwise, clear the jam.

a. Open the left door.

b. Check behind the green handle area of the left door and remove any paper or paper remnants.

c. Pull out (but do not remove) the left duplexer.

d. Remove any paper or paper remnants.

e. Reinsert the left duplexer.

f. Close the left door.

4. Open the source tray and check that the paper size guides are set correctly.

5. Check the paper stack for sheets with bent corners or other media damage. If needed, try a fresh ream of
paper.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper is
blocking the sensor. If the sensor fails the test, clean the sensor using a dry lint–free cloth. If the sensor
test continues to fail, perform the following steps.

ENWW 15.E1.Dz 257

 a. Check that the ejection sensor reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

b. Check for a damaged cable and connectors while reseating the FFC between the ejection sensor and
the left rear upper PCA (J4). If the FFC is damaged, replace the FFC that comes in the left rear upper
FFC kit.

Part number: A7W93-67013

c. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

d. From the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu, run
the Calibrate Paper Path Sensors routine. If the calibration fails, check the event log. If the logged
error code points to the same sensor, replace the ejection sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the ejection sensor, you must run the Calibrate Paper Path Sensors routine
from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

8. From the Service (Advance Service / Component Tests /Left Vertical Path Motors) menu, run the Vertical
Motor test (in the forward direction.) Confirm that the motor runs in the forward direction and no error is
reported.

9. Run the Vertical Motor test again (in the forward direction), this time with the left door open.

a. Install the left door open sensor override device (or use a magnet).

NOTE: The door open sensor override device is part of the PageWide niblet kit.

Part number: A7W93-67077

b. Repeat the test while observing that the vertical shaft turns. If the shaft does not turn, replace the
left side vertical drive assembly.

Part number: A7W93-67055

10. Check that the left door latch is not damaged and that it keeps the left door securely latched when the
door is closed. If the latch is damaged or the left door shows deformation that prevents the door from
closing, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

15.E1.Fz
The ejection sensor detected a paper jam in the ejection area of the print path.

258 Chapter 7 15.wx.yz error codes ENWW

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.E1.F0 Paper was detected at the ejection sensor in the ejection area while the printer was turning on.

● 15.E1.FF Paper was detected at the ejection sensor in the ejection area after the printer attempted to clear
a paper jam.

Recommended action for customers

1. Clear the jam.

a. Open the left door.

b. Remove any paper or paper remnants from the ejection area.

c. Close the left door.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear the jam.

a. Open the left door.

b. Remove any paper or paper remnants from the ejection area.

c. Close the left door.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service (Advance Service / Sensors / Output Path Sensors) menu, run the Ejection sensor test.
The sensor should show Not Tripped when paper is not blocking the sensor and Tripped when paper
blocking the sensor.

4. If the sensor fails the test, clean the surface of the ejection sensor using a dry lint–free cloth.

5. Check that the left duplexer cassette reflector is not missing, dirty, misaligned, not flat, or off-center. If
needed, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

6. If the error persists, check for a damaged cable and connectors while reseating the FFC between the
ejection sensor and the left rear upper PCA (J4).

a. If the cable is damaged, replace the FFC that comes in the left rear upper FFC kit.

Part number: A7W93-67013

b. If the connector at the left rear upper PCA is damaged, replace the left rear upper PCA.

Part number: A7W93-67029

7. If the error persists, from the Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path
Sensors) menu, run the Calibrate Paper Path Sensors routine.

ENWW 15.E1.Fz 259

 a. If the calibration fails, check the event log. If the logged error code points to the same sensor, replace
the ejection sensor (REDI) sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

b. If the calibration passes, test the Ejection sensor again. If the status is OK, exit service mode and print
some pages to confirm the fix. If status is Clean now, clean the surface of the sensor and the
corresponding reflector using a dry lint–free cloth. Run the Calibrate Paper Path Sensors routine one
more time to optimize sensor performance.

8. If the error persists, replace the ejection sensor (REDI) sensor.

Part number: A7W93-67076

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing this sensor, you must run Calibrate Paper Path Sensors from the Service (Advance
Service / Calibration/Cleaning / Calibrate Paper Path Sensors) menu.

15.F1.E0
The right door was open during printing.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, send an onsite technician to perform the following steps.

4. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

5. Confirm the right door latch is not damaged and that it keeps the right door securely latched when door is
closed. If the latch is damaged or the right door shows deformation that prevents the door from closing,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

260 Chapter 7 15.wx.yz error codes ENWW

 6. From the Service (Advance Service / Sensors) menu, run the Right Door sensor test. The sensor should
show Closed when right door is closed and Open when the right door is open. If the sensor is not
functioning correctly, replace the tray/door sensor.

Part number: A7W93-67040

Intructions for tray 2 (A3) or Tray 3 (A4): See the Repair Service Manual for this product.

Instructions for HCI presence sensor: See the Repair Service Manual for this product.

7. On the right side vertical path guide, towards the lower front corner of the printer, check that the magnet is
in its holder. Put the magnet back in its holder if needed. If the magnet cannot be found, replace the right
side vertical path.

Part number: A7W93-67062

For instructions: See the Repair Service Manual for this product.

8. Check for a damaged cable and connectors while reseating the FFC between the right door sensor and the
right rear lower PCA (J1). If damage is found, replace the FFC.

NOTE: The required FFC is part of the right rear lower FFC kit.

Part number: A7W93-67006

9. Check for a damaged cable and connectors while reseating the FFC between the in right rear lower PCA (J1)
and main PCA (J5). If damage is found, replace the FFC.

NOTE: The required FFC is part of the right rear lower FFC kit.

Part number: A7W93-67006

10. If the error persists, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

15.F5.E0
The lower accessory tray door was open during printing.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, please contact customer support.

ENWW 15.F5.E0 261

 Recommended action for call-center agents and onsite technicians
1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, send an onsite technician to perform the following steps.

4. Inspect the lower accessory tray door alignment by looking at the front pin and making sure it aligns with
the center of the hole in the right side of the accessory frame.

5. Confirm the lower accessory tray door latch is not damaged and that it keeps the lower accessory tray door
securely latched when the door is closed. If the latch is damaged or the lower accessory tray door shows
deformation that prevents the door from closing, replace the lower accessory tray door assembly.

NOTE: The correct lower accessory tray door assembly depends on the lower tray accessory that is
installed. Choose the correct assembly based on the installed lower tray accessory.

Part number: A7W95-67016 (3x550 feeder right door)

For instructions: See the Repair Service Manual for this product.

Part number: A7W97-67009 (HCI feeder right door assembly)

For instructions: See the Repair Service Manual for this product.

6. From the Service (Advance Service / Sensors) menu, run the Access Door sensor test. Refer to the following
table to determine from which tray sensor menu to run the test. The sensor should show Closed when the
lower accessory tray door is closed and Open when the lower accessory tray door is open.

Base printer configuration Installed lower tray accessory Go to this tray sensors menu

Two A4 tandem trays 3 x 550 A3 accessory Tray 4 sensors menu

Two A4 tandem trays High capacity input tray accessory Tray 5 sensors menu

A3 universal tray 3 x 550 A3 accessory Tray 3 sensors menu

A3 universal tray High capacity input tray accessory Tray 4 sensors menu

7. On the right side of the accessory’s vertical path guide, towards the lower front corner of the accessory,
check that the magnet is in its holder. Put the magnet back in its holder if needed.

8. Check for a damaged cable and connectors while reseating the FFC between the lower accessory tray door
sensor and the tray distribution PCA (J4). If damage is found, replace the appropriate FFC.

NOTE: The required FFC is part of one of the following kits. Choose the correct kit based on the installed
lower tray accessory.

Part number: A7W95-67013 (3x550 A3 accessory FFC kit)

Part number: A7W97-67005 (High capacity input tray FFC kit)

9. If the error persists, replace the lower accessory tray/door sensor.

Part number: A7W93-67040

Intructions for tray 2 (A3) or Tray 3 (A4): See the Repair Service Manual for this product.

Instructions for HCI presence sensor: See the Repair Service Manual for this product.

262 Chapter 7 15.wx.yz error codes ENWW

15.Fx.E0
The left door was open during printing.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 15.F2.E0 The left door sensor was activated during printing.

● 15.F3.E0 The left door safety sensor was activated during printing.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors and confirm that the control panel does not report any doors open, then press Ok.

3. If the error persists, send an onsite technician to perform the following steps.

4. Confirm the left door latch is not damaged and that it keeps the left door securely latched when door is
closed. If the latch is damaged or the left door shows deformation that prevents the door from closing,
replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

5. From the Service (Advance Service / Sensors) menu, run the Left Door and Left Door Safety sensor tests.
Both sensors should show Closed when the left door is closed and Open when the left door is closed. If
either of the sensors are not functioning correctly, replace the left door hall effect sensor PCA.

Part number: A7W93-67096

6. On the front side of the left door assembly, below the latch, check that the magnet is in its holder. Put the
magnet back in its holder if needed. If the magnet cannot be found, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

7. Check for a damaged cable and connectors while reseating the FFC between the left door hall effect sensor
PCA and the left front upper PCA (J6). If the cable is damaged, replace the left front upper FFC kit.

NOTE: The required FFC is part of the left front upper FFC kit.

Part number: A7W93-67014

8. Check for a damaged cable and connectors while reseating the FFC between the left front upper PCA (J1)
and the main PCA (J22). If the cable is damaged, replace the left front upper FFC kit.

ENWW 15.Fx.E0 263

 NOTE: The required FFC is part of the left front upper FFC kit.

Part number: A7W93-67014

9. If the error persists, replace the left door assembly.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

264 Chapter 7 15.wx.yz error codes ENWW

8 17.wx.yz error codes

● 17.0x.00

● 17.0x.29

● 17.0x.35

● 17.0x.36

● 17.0x.37

● 17.0x.38

● 17.0x.43

● 17.0x.44

● 17.0x.52

● 17.0x.53

● 17.0x.54

● 17.0x.55

● 17.0x.56

● 17.0x.57

● 17.0x.59

● 17.0x.60

● 17.0x.61

● 17.0x.65

● 17.0x.69

● 17.0x.70

● 17.0x.80

● 17.0x.82

● 17.0x.83

● 17.0x.84

ENWW 265
 ● 17.0x.85

● 17.0x.39

● 17.0x.42

● 17.31.58

● 17.31.59

● 17.31.yz

● 17.39.yz

● 17.41.yz

● 17.99.yz

● 17.A1.yz

● 17.A2.yz

● 17.A3.yz

● 17.A4.yz

● 17.A5.yz

● 17.A6.yz

● 17.A7.yz

● 17.A8.yz

● 17.A9.yz

17.0x.00
The indicated supply cartridge memory chip has failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.00 The black cartridge memory chip has failed.

● 17.01.00 The cyan cartridge memory chip has failed.

● 17.02.00 The magenta cartridge memory chip has failed.

● 17.03.00 The yellow cartridge memory chip has failed.

Recommended action for customers

1. Remove, then reinstall the supply cartridge.

2. If the error persists, replace the appropriate supply cartridge.

3. If the error persists, please contact customer support.

266 Chapter 8 17.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Remove, then reinstall the supply cartridge.

2. If the error persists, replace the appropriate supply cartridge.

17.0x.29
An unauthorized supply cartridge has been installed. The Administrator has set the HP only policy on the printer
and the indicated cartridge is non-HP.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.29 An unauthorized black cartridge has been installed.

● 17.01.29 An unauthorized cyan cartridge has been installed.

● 17.02.29 An unauthorized magenta cartridge has been installed.

● 17.03.29 An unauthorized yellow cartridge has been installed.

Recommended action for customers

1. Disable the HP only policy or install a genuine HP supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Disable the HP only policy or install a genuine HP supply cartridge.

17.0x.35
The indicated supply cartridge is not compatible with this printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.35 The black cartridge is not compatible with this printer.

● 17.01.35 The cyan cartridge is not compatible with this printer.

● 17.02.35 The magenta cartridge is not compatible with this printer.

● 17.03.35 The yellow cartridge is not compatible with this printer.

Recommended action for customers

1. Replace the supply cartridge with one compatible for this printer.

2. If the error persists, please contact customer support.

ENWW 17.0x.29 267

 Recommended action for call-center agents and onsite technicians
▲ Replace the supply cartridge with one compatible for this printer.

17.0x.36
The indicated supply cartridge is not a set-up cartridge. The set-up cartridges that shipped with the printer must
be used during the initial setup of the printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.36 The black cartridge is not a set-up cartridge.

● 17.01.36 The cyan cartridge is not a set-up cartridge.

● 17.02.36 The magenta cartridge is not a set-up cartridge.

● 17.03.36 The yellow cartridge is not a set-up cartridge.

Recommended action for customers

1. Install the set-up cartridges that shipped with the printer.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Install the set-up cartridges that shipped with the printer.

2. If the set-up cartridges are not available or are damaged, use the following process to override the
requirement for setup cartridges:

From the control panel, while it displays the User Setup error message, press the following buttons in
sequence: Support Tools

, TS, Set up cartridge substitute, Home and then open the IDS door. Wait for the control panel to display
Supplies Door Open (about 2 seconds) then close the IDS door. Normal trade supplies will now be accepted.

17.0x.37
The indicated supply cartridge is a set-up supply cartridge and can't be used after the printer setup is complete.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.37 The black cartridge is a set-up cartridge and cannot be used.

● 17.01.37 The cyan cartridge is a set-up cartridge and cannot be used.

● 17.02.37 The magenta cartridge is a set-up cartridge and cannot be used.

● 17.03.37 The yellow cartridge is a set-up cartridge and cannot be used.

268 Chapter 8 17.wx.yz error codes ENWW

Recommended action for customers
1. Install non-setup cartridges.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Install non-setup cartridges.

17.0x.38
The capacity level of the indicated supply cartridge is temporarily unavailable. The cartridge memory chip cannot
be read.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.38 The black cartridge capacity level is temporarily unavailable.

● 17.01.38 The cyan cartridge capacity level is temporarily unavailable.

● 17.02.38 The magenta cartridge capacity level is temporarily unavailable.

● 17.03.38 The yellow cartridge capacity level is temporarily unavailable.

Recommended action for customers

1. Remove, then re-install the supply cartridge.

2. If the error persists, either continue printing till print quality is no longer acceptable or replace the supply
cartridge.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove, then re-install the supply cartridge.

2. If the error persists, either continue printing till print quality is no longer acceptable or replace the supply
cartridge.

17.0x.43
The indicated supply cartridge is not compatible with this printer. The installed cartridge may be intended for a
different region.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.43 The black cartridge is not compatible with this printer.

● 17.01.43 The cyan cartridge is not compatible with this printer.

ENWW 17.0x.38 269

 ● 17.02.43 The magenta cartridge is not compatible with this printer.

● 17.03.43 The yellow cartridge is not compatible with this printer.

Recommended action for customers

1. Replace the supply cartridge with the correct cartridge for the printer and its region.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge with the correct cartridge for the printer and its region.

17.0x.44
The indicated supply cartridge is intended for a different region and is not compatible with this printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.44 The black cartridge is intended for a different region and is not compatible with this printer.

● 17.01.44 The cyan cartridge is intended for a different region and is not compatible with this printer.

● 17.02.44 The magenta cartridge is intended for a different region and is not compatible with this printer.

● 17.03.44 The yellow cartridge is intended for a different region and is not compatible with this printer.

Recommended action for customers

1. Replace the supply cartridge with the correct cartridge for the printer’s region.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge with the correct cartridge for the printer’s region.

17.0x.52
The printer has detected that the indicated supply cartridge has been upgraded.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.52 A black cartridge upgrade has been detected.

● 17.01.52 A cyan cartridge upgrade has been detected.

● 17.02.52 A magenta cartridge upgrade has been detected.

● 17.03.52 A yellow cartridge upgrade has been detected.

270 Chapter 8 17.wx.yz error codes ENWW

Recommended action for customers
▲ No action necessary.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

17.0x.53
The indicated supply cartridge was upgraded successfully.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.53 The black cartridge was upgraded successfully.

● 17.01.53 The cyan cartridge was upgraded successfully.

● 17.02.53 The magenta cartridge was upgraded successfully.

● 17.03.53 The yellow cartridge was upgraded successfully.

Recommended action for customers

▲ No action necessary.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

17.0x.54
There was a problem upgrading the indicated supply cartridge.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.54 The black cartridge was not successfully upgraded.

● 17.01.54 The cyan cartridge was not successfully upgraded.

● 17.02.54 The magenta cartridge was not successfully upgraded.

● 17.03.54 The yellow cartridge was not successfully upgraded.

Recommended action for customers

1. Remove, then reinstall the supply cartridge.

2. If the error persists, replace the supply cartridge.

3. If the error persists, please contact customer support.

ENWW 17.0x.53 271

 Recommended action for call-center agents and onsite technicians
1. Remove, then reinstall the supply cartridge.

2. If the error persists, replace the supply cartridge.

17.0x.55
There was a problem upgrading the indicated set-up supply cartridge.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.55 The set-up black cartridge was not successfully upgraded.

● 17.01.55 The set-up cyan cartridge was not successfully upgraded.

● 17.02.55 The set-up magenta cartridge was not successfully upgraded.

● 17.03.55 The set-up yellow cartridge was not successfully upgraded.

Recommended action for customers

1. Remove, then reinstall the set-up supply cartridge.

2. If the error persists, replace the set-up supply cartridge.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove, then reinstall the set-up supply cartridge.

2. If the error persists, replace the set-up supply cartridge.

17.0x.56
The indicated supply cartridge capacity level sensor has failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.56 The black cartridge capacity level sensor has failed.

● 17.01.56 The cyan cartridge capacity level sensor has failed.

● 17.02.56 The magenta cartridge capacity level sensor has failed.

● 17.03.56 The yellow cartridge capacity level sensor has failed.

272 Chapter 8 17.wx.yz error codes ENWW

Recommended action for customers
1. Remove, then reinstall the supply cartridge.

2. If the error persists, either continue printing till print quality is no longer acceptable or replace the supply
cartridge.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove, then reinstall the supply cartridge.

2. If the error persists, either continue printing till print quality is no longer acceptable or replace the supply
cartridge.

17.0x.57
The indicated supply cartridge is protected and cannot be used in this printer. The cartridge was possibly marked
as protected in a different printer then moved to this printer.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.57 The black cartridge is protected and cannot be used in this printer.

● 17.01.57 The cyan cartridge is protected and cannot be used in this printer.

● 17.02.57 The magenta cartridge is protected and cannot be used in this printer.

● 17.03.57 The yellow cartridge is protected and cannot be used in this printer.

Recommended action for customers

1. Install a new supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Install a new supply cartridge.

ENWW 17.0x.57 273

 17.0x.59
The indicated supply has been replaced with non-new supply.

● 17.00.59 - Black cartridge

● 17.01.59 - Cyan cartridge

● 17.02.59 - Magenta cartridge

● 17.03.59 - Yellow cartridge

▲ This is an informational only message stating that the cartridge now in use has been installed in a previous
printer.

17.0x.60
The indicated supply cartridge is low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.60 The black cartridge is low.

● 17.01.60 The cyan cartridge is low.

● 17.02.60 The magenta cartridge is low.

● 17.03.60 The yellow cartridge is low.

Recommended action for customers

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

17.0x.61
The indicated supply cartridge is low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

274 Chapter 8 17.wx.yz error codes ENWW

 ● 17.00.61 The black cartridge is low.

● 17.01.61 The cyan cartridge is low.

● 17.02.61 The magenta cartridge is low.

● 17.03.61 The yellow cartridge is low.

Recommended action for customers

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

17.0x.65
The indicated supply cartridge is not detected or not installed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.65 The black cartridge is not detected or not installed.

● 17.01.65 The cyan cartridge is not detected or not installed.

● 17.02.65 The magenta cartridge is not detected or not installed.

● 17.03.65 The yellow cartridge is not detected or not installed.

Recommended action for customers

1. Install a supply cartridge or remove, then reinstall the supply cartridge.

2. If the error persists, replace the supply cartridge.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Install a supply cartridge or remove, then reinstall the supply cartridge.

2. If the error persists, replace the supply cartridge.

17.0x.69
The indicated supply cartridge is very low.

ENWW 17.0x.65 275

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.69 The black cartridge is very low.

● 17.01.69 The cyan cartridge is very low.

● 17.02.69 The magenta cartridge is very low.

● 17.03.69 The yellow cartridge is very low.

Recommended action for customers

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

17.0x.70
The indicated supply cartridge is printing past very low. Printing can continue but print quality may soon become
unacceptable.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.70 The black cartridge is printing past very low.

● 17.01.70 The cyan cartridge is printing past very low.

● 17.02.70 The magenta cartridge is printing past very low.

● 17.03.70 The yellow cartridge is printing past very low.

Recommended action for customers

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

NOTE: HP recommends that a replacement supply cartridge is available to install when the print quality is
no longer acceptable.

276 Chapter 8 17.wx.yz error codes ENWW

17.0x.80
The indicated supply cartridge is empty. Printing cannot continue.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.80 The black cartridge is empty.

● 17.01.80 The cyan cartridge is empty.

● 17.02.80 The magenta cartridge is empty.

● 17.03.80 The yellow cartridge is empty.

Recommended action for customers

1. Replace the supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge.

17.0x.82
The indicated supply cartridge is empty due to air gain. Printing cannot continue.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.82 The black cartridge is empty due to air gain.

● 17.01.82 The cyan cartridge is empty due to air gain.

● 17.02.82 The magenta cartridge is empty due to air gain.

● 17.03.82 The yellow cartridge is empty due to air gain.

Recommended action for customers

1. Replace the supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge.

17.0x.83
The indicated supply cartridge is too low to prime. Printing cannot continue.

ENWW 17.0x.80 277

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.83 The black cartridge is too low to prime.

● 17.01.83 The cyan cartridge is too low to prime.

● 17.02.83 The magenta cartridge is too low to prime.

● 17.03.83 The yellow cartridge is too low to prime.

Recommended action for customers

1. Replace the supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge.

17.0x.84
The indicated supply cartridge is not compatible with this printer. Printing cannot continue.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.84 The black cartridge is not compatible with this printer.

● 17.01.84 The cyan cartridge is not compatible with this printer.

● 17.02.84 The magenta cartridge is not compatible with this printer.

● 17.03.84 The yellow cartridge is not compatible with this printer.

Recommended action for customers

1. Replace the supply cartridge.

NOTE: A re-filled supply cartridge will cause this error if the cartridge ran empty and then the same
refilled cartridge was the next cartridge to be installed. To avoid this error, install any different cartridge
first before re-using the same refilled cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge.

NOTE: A re-filled supply cartridge will cause this error if the cartridge ran empty and then the same
refilled cartridge was the next cartridge to be installed. To avoid this error, install any different cartridge
first before re-using the same refilled cartridge.

278 Chapter 8 17.wx.yz error codes ENWW

17.0x.85
The indicated supply cartridge has been installed in too many printers. Printing cannot continue.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.85 The black cartridge has been installed in too many printers.

● 17.01.85 The cyan cartridge has been installed in too many printers.

● 17.02.85 The magenta cartridge has been installed in too many printers.

● 17.03.85 The yellow cartridge has been installed in too many printers.

Recommended action for customers

1. Replace the supply cartridge.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Replace the supply cartridge.

17.0x.39
Set-up cartridge override was enabled, but the installed cartridge does not have enough fluid to complete the
initialization process.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.39 The installed black cartridge does not have enough fluid to complete the initialization process.

● 17.01.39 The installed cyan cartridge does not have enough fluid to complete the initialization process.

● 17.02.39 The installed magenta cartridge does not have enough fluid to complete the initialization
process.

● 17.03.39 The installed yellow cartridge does not have enough fluid to complete the initialization process.

Recommended action for customers

1. If the set-up cartridges are available, install them. Otherwise install a new supply cartridge so the setup
process can complete.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ If the set-up cartridges are available, install them. Otherwise install a new supply cartridge so the setup
process can complete.

ENWW 17.0x.85 279

 17.0x.42
The indicated supply cartridge memory chip has failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.00.42 The black cartridge memory chip has failed.

● 17.01.42 The cyan cartridge memory chip has failed.

● 17.02.42 The magenta cartridge memory chip has failed.

● 17.03.42 The yellow cartridge memory chip has failed.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, replace the supply cartridge.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove, then re-install the supply cartridge.

2. If the error persists, either continue printing till print quality is no longer acceptable or replace the supply
cartridge.

17.31.58
A new service fluid container kit was installed. The life counter was reset.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ No action necessary.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

17.31.59
A previously used service fluid container kit was installed. The life counter was updated accordingly.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

280 Chapter 8 17.wx.yz error codes ENWW

Recommended action for customers
▲ No action necessary.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

17.31.yz
The service fluid container is not installed, nearing capacity, or is full.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.31.60 The service fluid container has low capacity.

● 17.31.63 The service fluid container has insufficient capacity for a printhead start-up.

● 17.31.64 A second printhead start-up has been attempted while the service fluid container has insufficient
capacity.

● 17.31.65 The service fluid container is not installed.

● 17.31.69 The service fluid container is almost full. (The very low threshold is set to stop.)

● 17.31.70 The service fluid container is almost full. (The very low threshold is set to prompt and continue.)

● 17.31.80 The service fluid container is full.

Recommended action for customers

1. If the service fluid container is not installed, install it to continue printing.

2. If the service fluid container is full, replace it to continue printing.

Part number: W1B44A

For instructions: See the Repair Service Manual for this product.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. If the service fluid container is not installed, install it to continue printing.

2. If the service fluid container is full, replace it to continue printing.

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

3. If after replacing the service fluid container, the error persists, send an onsite technician to perform the
following step.

ENWW 17.31.yz 281

 4. Check for a damaged cable and connectors while reseating the FFC between the service fluid container and
the left front upper PCA (J3).

5. If the error persists, replace the FFC between the service fluid container and the left front upper PCA.

Part number: A7W93–67014

17.39.yz
The document feeder roller kit (pick and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.39.60 The document feeder roller kit life is low.

● 17.39.69 The document feeder roller kit life is very low. (The very low threshold is set to stop.)

● 17.39.70 The document feeder roller kit life is very low. (The very low threshold is set to prompt and
continue.)

Recommended action for customers

1. Printing can continue until the document feeder is unable to successfully pick and feed paper.

NOTE: HP recommends that a replacement document feeder roller kit is available to install when
performance is no longer acceptable.

Part number: 5851-7202

For instructions: See the Repair Service Manual for this product.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Printing can continue until the document feeder is unable to successfully pick and feed paper.

NOTE: HP recommends that a replacement document feeder roller kit is available to install when
performance is no longer acceptable.

Part number: 5851-7202

For instructions: See the Repair Service Manual for this product.

17.41.yz
The printhead wiper kit is low, very low, or empty.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.41.60 The printhead wiper kit is low.

● 17.41.69 The printhead wiper kit is very low. (The very low threshold is set to stop.)

282 Chapter 8 17.wx.yz error codes ENWW

 ● 17.41.70 The printhead wiper kit is very low. (The very low threshold is set to prompt and continue.)

● 17.41.80 The printhead wiper kit is empty.

Recommended action for customers

1. Printing can continue until the printhead wiper kit reaches empty unless the Administrator has configured
the printer to stop printing at the very low threshold (Seetings / Manage Supplies / Very Low Behavior /
Printhead Wiper). Either configure the printer to Prompt and continue printing or replace the printhead
wiper kit.

NOTE: HP recommends that a replacement printhead wiper kit is available to install.

Part number: W1B43A

2. When the printhead wiper kit reaches empty, replace it to continue printing.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue until the printhead wiper kit reaches empty unless the Administrator has configured
the printer to stop printing at the very low threshold (Seetings / Manage Supplies / Very Low Behavior /
Printhead Wiper). Either configure the printer to Prompt and continue printing or replace the printhead
wiper kit.

NOTE: HP recommends that a replacement printhead wiper kit is available to install.

Part number: A7W93-67080

For instructions: See the Repair Service Manual for this product.

2. When the printhead wiper kit reaches empty, replace it to continue printing.

ENWW 17.41.yz 283

 17.99.yz
The printer has detected that the status of a supply cartridge has changed.

● Recommended action

● 17.99.31 A non-HP cartridge is in use.

● 17.99.32 A previously used HP supply has been installed.

● 17.99.40 Genuine HP supplies have been installed.

● 17.99.49 Startup cartridge override has been enabled.

● 17.99.58 Cartridge protection has been enabled.

Recommended action
▲ No action necessary.

17.A1.yz
The tray 1 roller kit life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A1.60 The tray 1 roller kit life is low.

● 17.A1.69 The tray 1 roller kit life is very low. (The very low threshold is set to stop.)

● 17.A1.70 The tray 1 roller kit life is very low. (The very low threshold is set to prompt and continue.)

Recommended action for customers

1. Ensure the paper being used meets the specifications for the printer.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Ensure the paper being used meets the specifications for the printer.

2. If the error persists, send an onsite technician to perform the following step.

3. Replace the tray 1 roller kit and reset the tray 1 roller kit life counter (Settings / Manage Supplies / Reset
Supplies / Tray 1 Roller kit)

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

17.A2.yz
The tray 2 roller kit (pickup and separation rollers) life is low or very low.

284 Chapter 8 17.wx.yz error codes ENWW

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A2.60 The tray 2 roller kit life is low.

● 17.A2.69 The tray 2 roller kit life is very low. (The very low threshold is set to stop.)

● 17.A2.70 The tray 2 roller kit life is very low. (The very low threshold is set to prompt and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the tray 2 roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the tray 2 roller kit life counter once the kit has been replaced (Settings / Manage Supplies / Reset
Supplies / Tray [X} Roller Kit).

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the tray 2 roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the tray 2 roller kit life counter once the kit has been replaced (Settings / Manage Supplies / Reset
Supplies / Tray [X} Roller Kit).

17.A3.yz
The tray 3 roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A3.60 The tray 3 roller kit life is low.

● 17.A3.69 The tray 3 roller kit life is very low. (The very low threshold is set to stop.)

● 17.A3.70 The tray 3 roller kit life is very low. (The very low threshold is set to prompt and continue.)

ENWW 17.A3.yz 285

 Recommended action for customers
1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the tray 3 roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the tray 3 roller kit life counter once the kit has been replaced (Settings / Manage Supplies / Reset
Supplies / Tray [X} Roller Kit).

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the tray 3 roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the tray 3 roller kit life counter once the kit has been replaced (Settings / Manage Supplies / Reset
Supplies / Tray [X} Roller Kit).

17.A4.yz
The A3 accessory upper tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A4.60 The A3 accessory upper tray roller kit life is low.

● 17.A4.69 The A3 accessory upper tray roller kit life is very low. (The very low threshold is set to stop.)

● 17.A4.70 The A3 accessory upper tray roller kit life is very low. (The very low threshold is set to prompt and
continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory upper tray roller kit.

286 Chapter 8 17.wx.yz error codes ENWW

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory upper tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 4.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory upper tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory upper tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 4.

17.A5.yz
The A3 accessory middle tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A5.60 The A3 accessory middle tray roller kit life is low.

● 17.A5.69 The A3 accessory middle tray roller kit life is very low. (The very low threshold is set to stop.)

● 17.A5.70 The A3 accessory middle tray roller kit life is very low. (The very low threshold is set to prompt
and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory middle tray roller kit.

ENWW 17.A5.yz 287

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory middle tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 4, if the printer has two A4 tandem trays, then go
to tray 5.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory middle tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory middle tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 4, if the printer has two A4 tandem trays, then go
to tray 5.

17.A6.yz
The A3 accessory lower tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A6.60 The A3 accessory lower tray roller kit life is low.

● 17.A6.69 The A3 accessory lower tray roller kit life is very low. (The very low threshold is set to stop.)

● 17.A6.70 The A3 accessory lower tray roller kit life is is very low. (The very low threshold is set to prompt
and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory lower tray roller kit.

288 Chapter 8 17.wx.yz error codes ENWW

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory lower tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 5, if the printer has two A4 tandem trays, then go
to tray 6.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory lower tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory lower tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 5, if the printer has two A4 tandem trays, then go
to tray 6.

17.A7.yz
The high capacity input (HCI) left tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A7.60 The HCI left tray roller kit life is low.

● 17.A7.69 The HCI left tray roller kit life is very low. (The very low threshold is set to stop.)

● 17.A7.70 The HCI left tray roller kit life is very low. (The very low threshold is set to prompt and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the HCI left tray roller kit.

ENWW 17.A7.yz 289

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the HCI left tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 3.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the HCI left tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the HCI left tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 4.

17.A8.yz
The high capacity input (HCI) right tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A8.60 The HCI right tray roller kit life is low.

● 17.A8.69 The HCI right tray roller kit life is very low. (The very low threshold is set to stop.)

● 17.A8.70 The HCI right tray roller kit life is very low. (The very low threshold is set to prompt and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the HCI right tray roller kit.

290 Chapter 8 17.wx.yz error codes ENWW

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the HCI right tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 4, if the printer has two A4 tandem trays, then go
to tray 5.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the HCI right tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the HCI right tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 4, if the printer has two A4 tandem trays, then go
to tray 5.

17.A9.yz
The A3 accessory single universal tray roller kit (pickup and separation rollers) life is low or very low.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 17.A9.60 The A3 accessory single universal tray roller kit life is low.

● 17.A9.69 The A3 accessory single universal tray roller kit life is very low. (The very low threshold is set to
stop.)

● 17.A9.70 The A3 accessory single universal tray roller kit life is very low. (The very low threshold is set to
prompt and continue.)

Recommended action for customers

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory single universal tray roller kit.

ENWW 17.A9.yz 291

 NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: W1B45A

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory single universal tray roller kit life counter after the kit has been replaced (Settings /
Manage Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 4.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Printing can continue unless the Administrator has configured the printer to stop printing at the very low
threshold (Support Tools / Maintenance / Tray [x] Rollers / Settings). Either configure the printer to Prompt
and continue printing or replace the A3 accessory single universal tray roller kit.

NOTE: HP recommends that a replacement tray roller kit is available to install when performance is no
longer acceptable.

Part number: A7W93-67082

For instructions: See the Repair Service Manual for this product.

2. Reset the A3 accessory single universal tray roller kit life counter after the kit has been replaced (Settings /
Manage Supplies / Reset Supplies / Tray [X} Roller Kit).

NOTE: If the printer has an A3 universal tray, go to tray 3, if the printer has two A4 tandem trays, then go
to tray 4.

292 Chapter 8 17.wx.yz error codes ENWW

9 20.wx.yz error codes

● 20.* errors

ENWW 293
 20.* errors
Errors in the 20.* family are related to the printer memory. The page might require more memory than the
printer has available.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Touch the OK button to continue.

2. Reduce the page complexity.

3. Add product memory.

294 Chapter 9 20.wx.yz error codes ENWW

10 30.wx.yz error codes

● 30.01.06Scanner fan error

● 30.01.08

● 30.01.41

● 30.01.44

● 30.03.14

● 30.03.20

● 30.03.22

● 30.03.23 scanner error

● 30.03.30

● 30.03.45 Scanner error

30.01.06Scanner fan error

A scan module fan error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Use the following steps to resolve the fan error.

ENWW 30.01.06Scanner fan error 295

 1. Make sure the fan located on the scanner control board (SCB) is properly connected.

2. Remove and reseat the connectors on the SCB.

3. If the error persists, replace the scanner control board.

Part number: J7Z09-67908

For instructions: See the Repair Service Manual for this product.

30.01.08
The flatbed carriage failed to find the home position.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service (Advanced Service / Component Tests) menu, run the Scanner motor test to confirm the
error condition.

5. From the Service / Advance Service menu, go to Scanning System and check the status of the Flatbed Scan
Interface Cable.

6. If the status shows Disconnected, check for damaged cables and connectors while reseating the FFCs
between the flatbed scanner assembly and the main PCA (J17) (J14). If damage is found, replace the
flatbed scanner FFCs that comes with the MPCA FFC kit.

Part number: A7W93-67011

7. If the error persists after reseating or replacing the connections, replace the image scanner assembly.

Part number: J7Z09-67932 Image Scanner Whole Unit Kit

For instructions: See the Repair Service Manual for this product.

30.01.41
Scanner error, power off/on.

● Recommended action for customers

296 Chapter 10 30.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the power off.

3. Remove the formatter cover, the rear plastic printer cover, and the scanner cover.

4. Locate and check that the cable connectors are correctly seated on the SCB for the HDMI & Power.

For HP PageWide MFP 780, 785, E77650-E77660 printers

Figure 10-1 SCB Connections

For HP PageWide MFP 774, 779, P77940, P77440-P77960 printers

Figure 10-2 SCB Connections

5. Check that the cable connectors are correctly seated on the Formatter that go to the SCB.

ENWW 30.01.41 297

 6. Verify both sides of the connector form J19 (Scanner Power) cable on MPCA.

7. Replace all covers and turn the printer on.

30.01.44
Scanner Control Board (SCB) error, power off/on.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, turn the power off.

3. Remove the formatter cover, the rear plastic printer cover, and the scanner cover.

298 Chapter 10 30.wx.yz error codes ENWW

 4. Locate and check that the cable connectors are correctly seated on the SCB for the HDMI & Power.

For HP PageWide MFP 780, 785, E77650-E77660 printers

Figure 10-3 SCB Connections

For HP PageWide MFP 774, 779, P77940, P77440-P77960 printers

Figure 10-4 SCB Connections

5. Check that the cable connectors are correctly seated on the Formatter that go to the SCB.

6. Verify both sides of the connector form J19 (Scanner Power) cable on MPCA.

7. Replace all covers and turn the printer on.

30.03.14
There was an error with the front side scanner EEPROM (NVM).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ No action necessary.

ENWW 30.03.14 299

 Recommended action for call-center agents and onsite technicians
▲ No action necessary.

30.03.20
The front side scanner was not detected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service menu, go to Scanning System and check the status of the Flatbed Scan
Interface Cable.

5. If the status shows Disconnected, check for damaged cables and connectors while reseating the FFCs
between the flatbed scanner assembly and the main PCA (J17) (J14). If damage is found, replace the
flatbed scanner FFCs that comes with the MPCA FFC kit.

Part number: A7W93-67011

6. If the error persists after reseating or replacing the FFCs, replace the image scanner assembly.

Part number: J7Z09-67932 Image Scanner Whole Unit Kit

For instructions: See the Repair Service Manual for this product.

30.03.22
The front side illumination calibration failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

300 Chapter 10 30.wx.yz error codes ENWW

Recommended action for customers
1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service (Advanced Service / Component Tests) menu, run the Scanner Module test. If the test
completes without an error, attempt a scan or copy job to confirm functionality.

5. If the error persists, check for damaged cables and connectors while reseating the FFCs between the
flatbed scanner assembly and the main PCA (J17) (J14). If damage is found, replace the flatbed scanner
FFCs that comes with the MPCA FFC kit.

Part number: A7W93-67011

6. If the error persists after reseating or replacing the FFCs, replace the image scanner assembly.

Part number: J7Z09-67932 Image Scanner Whole Unit Kit

For instructions: See the Repair Service Manual for this product.

30.03.23 scanner error

A flatbed alignment calibration error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service (Advanced Service / Component Tests) menu, run the Scanner Module test. If the test
completes without an error, attempt a scan or copy job to confirm functionality.

ENWW 30.03.23 scanner error 301

 5. If the error persists, check for damaged cables and connectors while reseating the FFCs between the
flatbed scanner assembly and the main PCA (J17) (J14). If damage is found, replace the flatbed scanner
FFCs that comes with the MPCA FFC kit.

Part number: A7W93-67011

6. If the error persists after reseating or replacing the FFCs, replace the image scanner assembly.

Part number: J7Z09-67932 Image Scanner Whole Unit Kit

For instructions: See the Repair Service Manual for this product.

30.03.30
The flatbed motor has shutdown.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service (Advanced Service / Component Tests) menu, run the Scanner motor test to confirm the
error condition.

5. From the Service / Advance Service menu, go to Scanning System and check the status of the Flatbed Scan
Interface Cable.

6. If the status shows Disconnected, check for damaged cables and connectors while reseating the FFCs
between the flatbed scanner assembly and the main PCA (J17) (J14). If damage is found, replace the
flatbed scanner FFCs that comes with the MPCA FFC kit.

Part number: A7W93-67011

7. If the error persists after reseating or replacing the FFCs, replace the image scanner assembly.

Part number: J7Z09-67932 Image Scanner Whole Unit Kit

For instructions: See the Repair Service Manual for this product.

30.03.45 Scanner error

Scanner Control Board communication error.

302 Chapter 10 30.wx.yz error codes ENWW

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

Use the following steps to resolve the fan error.

1. Make sure the fan located on the scanner control board (SCB) is properly connected.

2. Remove and reseat the connectors on the SCB.

3. If the error persists, replace the scanner control board.

Part number: J7Z09-67908

For instructions: See the Repair Service Manual for this product.

ENWW 30.03.45 Scanner error 303

304 Chapter 10 30.wx.yz error codes ENWW
11 31.wx.yz error codes

● 31.01.47

● 31.03.14

● 31.03.20

● 31.03.22

● 31.03.31

● 31.13.0z

● 31.13.13

31.01.47
The document feeder was not detected. The document feeder might not be connected. The flatbed glass is still
available for scanning.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

3. If the error persists, send an onsite technician to perform the following steps.

ENWW 31.01.47 305

 4. Check for damaged cables and connectors while reseating the FFCs between the document feeder and the
main PCA (J6) (J7).

5. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

Instructions for (Work Flow Models): See the Repair Service Manual for this product.

31.03.14
There was an error with the back side scanner EEPROM (NVM).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ No action necessary.

Recommended action for call-center agents and onsite technicians

▲ No action necessary.

31.03.20
The back side scanner was not detected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

306 Chapter 11 31.wx.yz error codes ENWW

 3. If the error persists, send an onsite technician to perform the following steps.

4. Check for damaged cables and connectors while reseating the FFCs between the document feeder and the
main PCA (J6) (J7).

5. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

Instructions for (Work Flow Models): See the Repair Service Manual for this product.

31.03.22
The back side illumination calibration failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to copy or scan a doubled sided original using the document feeder.

NOTE: Ensure the copy options are set to copy both sides of the original.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service menu, go to Scanning System and check the status of the ADF Scan
Interface Cable.

5. If the status shows Disconnected, check for damaged cables and connectors while reseating the FFCs
between the document feeder and the main PCA (J6) (J7).

6. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

ENWW 31.03.22 307

 Instructions for (Work Flow Models): See the Repair Service Manual for this product.

31.03.31
The document feeder motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Remove the paper from the document feeder paper path, reload the originals, and try again.

2. If the error persists, ensure the paper meets specifications.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the paper from the document feeder paper path, reload the originals, and try again.

2. If the error persists, ensure the paper meets specifications.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service menu, run the Continuous ADF Pick Test to confirm the error condition.

5. Check for a damaged cable and connectors while reseating the FFC between the document feeder and
main PCA (J6) (J7).

6. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

Instructions for (Work Flow Models): See the Repair Service Manual for this product.

31.13.0z
A paper pick was initiated from the document feeder, but the page did not make it to the scan area.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 31.13.01 The document feeder failed to pick and feed the original (mispick).

● 31.13.02 The original jammed in document feeder at the feed sensor.

Recommended action for customers

1. Remove the originals from document feeder paper path.

308 Chapter 11 31.wx.yz error codes ENWW

 ▲ Lift the document feeder and remove any originals on the platen glass.

2. Inspect the originals for staples, paper clips or attached sticky notes and remove them if found.

3. Check the paper size guides and make sure that they are set to the correct paper width.

4. Do not overload the document feeder input tray.

5. Verify that the paper meets the printer specifications.

6. From the Supplies menu, check the remaining life for the document feeder roller. Replace the document
feeder roller kit if the remaining life status is Low, Very Low or Empty.

Part number: 5851-7202

Instructions for: See the Repair Service Manual for this product.

7. Reload the originals in to the document feeder and attempt to scan or copy again.

8. If the printer does not detect the paper in the document feeder, or the error persists, please contact
customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the originals from document feeder paper path.

▲ Lift the document feeder and remove any originals on the platen glass.

2. Inspect the originals for staples, paper clips or attached sticky notes and remove them if found.

3. Check the paper size guides and make sure that they are set to the correct paper width.

4. Do not overload the document feeder input tray.

5. Verify that the paper meets the printer specifications.

6. From the Supplies menu, check the remaining life for the document feeder roller. Replace the document
feeder roller kit if the remaining life status is Low, Very Low or Empty.

Part number: 5851-7202

Instructions for: See the Repair Service Manual for this product.

7. Reload the originals in to the document feeder and attempt to scan or copy again.

8. If the printer does not detect the paper in the document feeder, or the error persists, send an onsite
technician to perform the following steps.

9. From the Service menu, run the Continuous Document Feeder Pick test to confirm the error condition.

10. Check for damaged cables and connectors while reseating the FFCs between the document feeder and the
main PCA (J6) (J7).

11. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

ENWW 31.13.0z 309

 Instructions for (Work Flow Models): See the Repair Service Manual for this product.

31.13.13
The document feeder hatch was detected open during a copy or scan job from the document feeder.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Remove the originals from document feeder paper path.

▲ Lift the document feeder and remove any originals on the platen glass.

2. Slowly open and close the document feeder hatch while watching the control panel. If the control panel
does not correctly report when the hatch is open, contact customer support.

3. Inspect the originals for staples, paper clips or attached sticky notes and remove them if found.

4. Check the paper size guides and make sure that they are set to the correct paper width.

5. Do not overload the document feeder input tray.

6. Verify that the paper meets the printer specifications.

7. Reload the originals in to the document feeder and attempt to scan or copy again.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the originals from document feeder paper path.

▲ Lift the document feeder and remove any originals on the platen glass.

2. Slowly open and close the document feeder hatch while watching the control panel. If the control panel
does not correctly report when the hatch is open, contact customer support.

3. Inspect the originals for staples, paper clips or attached sticky notes and remove them if found.

4. Check the paper size guides and make sure that they are set to the correct paper width.

5. Do not overload the document feeder input tray.

6. Verify that the paper meets the printer specifications.

7. Reload the originals in to the document feeder and attempt to scan or copy again.

8. If the error persists, send an onsite technician to perform the following steps.

9. From the Service / Advance Service menu, run the ADF Hatch sensor test to confirm the error condition.

310 Chapter 11 31.wx.yz error codes ENWW

 10. Check for damaged cables and connectors while reseating the FFCs between the document feeder and the
main PCA (J6) (J7).

11. If the cables or connectors are damaged, or if the error persists after reseating the FFCs, replace the
document feeder assembly.

Part number: J7Z09-67929

Instructions for (Enterprise models): See the Repair Service Manual for this product.

Part number: J7Z09-67930

Instructions for (Work Flow Models): See the Repair Service Manual for this product.

ENWW 31.13.13 311

312 Chapter 11 31.wx.yz error codes ENWW
12 32.wx.yz error codes

● 32.* errors

● 32.08.A1, 32.08.A2, 32.08.A3

● 32.1C.05

● 32.1C.06 (event code)

● 32.1C.07 (event code)

● 32.1C.08 (event code)

● 32.1C.09 (event code)

● 32.1C.0A (event code)

● 32.1C.0D (event code)

● 32.1C.11 (event code)

● 32.1C.13, 32.1C.14

● 32.1C.15

● 32.1C.2E

● 32.1C.2F

● 32.1C.40

● 32.1C.41

● 32.1C.42

● 32.1C.43

● 32.1C.44

● 32.1C.45

● 32.1C.46

● 32.1C.47

● 32.1C.48

● 32.1C.49

ENWW 313
 ● 32.1C.4A

● 32.1C.56

● 32.1C.57

● 32.1C.58

● 32.1C.60

● 32.1C.61

● 32.1C.62

● 32.1C.68

● 32.1C.69

● 32.1C.6A

● 32.1C.6D

314 Chapter 12 32.wx.yz error codes ENWW

32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the product off, and then on.

2. Retry the job.

ENWW 32.* errors 315

 32.08.A1, 32.08.A2, 32.08.A3
An event related to starting the printer.

● No action necessary

32.08.A1 (event code)

Shutdown event. Boot after abnormal shutdown.

32.08.A2 (event code)

Boot from normal shutdown event.

32.08.A3 (event code)

Regular boot event.

No action necessary

316 Chapter 12 32.wx.yz error codes ENWW

32.1C.05
The restore job ticket was submitted with invalid credentials.

● Recommended action

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

ENWW 32.1C.05 317

 32.1C.06 (event code)
The backup job ticket was submitted with invalid credentials.

● Recommended action

Recommended action
1. Verify the credentials that were submitted.

2. Check the domain, user name, and password.

318 Chapter 12 32.wx.yz error codes ENWW

32.1C.07 (event code)
Backup restore permissions error.

● Recommended action

There was an error during the creation, read, or write of the restore file.

Recommended action
▲ Retry the job.

ENWW 32.1C.07 (event code) 319

 32.1C.08 (event code)
Not enough disk space to perform backup/restore, or a network share issue.

● Recommended action

There was an error during the creation, read, or write of the backup file.

Recommended action
1. Retry the job.

2. Remove stored jobs and retry.

3. If the error persists, try using a larger capacity storage device and check the network share settings.

4. Check the network share.

320 Chapter 12 32.wx.yz error codes ENWW

32.1C.09 (event code)
Tried to restore a backup file that was not valid for this printer.

● Recommended action

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.

Recommended action
▲ Use a valid backup file.

ENWW 32.1C.09 (event code) 321

 32.1C.0A (event code)
Backup file is invalid.

● Recommended action

The data in the backup file specified in the restore job ticket is no longer valid due to a corruption of the data, or
the data is no longer present.

Recommended action
1. Use a valid backup file.

2. Reboot, and then observe the state of the printer.

3. If the error persists, perform a partition clean from the Preboot menu.

322 Chapter 12 32.wx.yz error codes ENWW

32.1C.0D (event code)
Backup/restore failed, auto-reboot failed, or the printer might be busy.

● Recommended action

Recommended action
▲ Reboot, and then retry the backup/restore.

ENWW 32.1C.0D (event code) 323

 32.1C.11 (event code)
Backup/restore time-out while communicating with the engine.

● Recommended action

The backup operation was aborted because the printer is busy.

Recommended action
▲ Wait until the printer is idle, and then try again.

324 Chapter 12 32.wx.yz error codes ENWW

32.1C.13, 32.1C.14
Not enough space exists to perform the backup.

● Recommended action

The backup was aborted because the disk is at a critical level or full.

Scheduled backup failure.

Recommended action
▲ Free up disk space, and then try again.

ENWW 32.1C.13, 32.1C.14 325

 32.1C.15
The restore operation was aborted because the backup file was created by a previous version of firmware no
longer supported by the feature.

● Recommended action

Recommended action
▲ Use the current backup file.

326 Chapter 12 32.wx.yz error codes ENWW

32.1C.2E
The restore operation was aborted because the printer is busy.

● Recommended action

Recommended action
1. Wait until the printer is idle, and then retry.

2. Turn the printer off then on, and then retry.

ENWW 32.1C.2E 327

 32.1C.2F
Reset failure.

● Recommended action

Recommended action
▲ Turn the printer off then on, and then retry.

328 Chapter 12 32.wx.yz error codes ENWW

32.1C.40
The backup operation completed successfully (informational).

● No action necessary

No action necessary

ENWW 32.1C.40 329

 32.1C.41
The backup operation encountered an error (informational).

● No action necessary

No action necessary

330 Chapter 12 32.wx.yz error codes ENWW

32.1C.42
The backup operation completed, but with a warning message (informational).

● No action necessary

No action necessary

ENWW 32.1C.42 331

 32.1C.43
A component in the backup file is not supported by the current version of firmware and will not be restored
(informational).

● No action necessary

No action necessary

332 Chapter 12 32.wx.yz error codes ENWW

32.1C.44
A component in the backup file is not transferable to another printer and will not be restored (informational).

● No action necessary

No action necessary

ENWW 32.1C.44 333

 32.1C.45
Some data was not included in the backup file (informational).

● No action necessary

No action necessary

334 Chapter 12 32.wx.yz error codes ENWW

32.1C.46
An expected component could not be found and was thus not backed up. Because components should be known
on backups, this code is a warning (informational).

● No action necessary

No action necessary

ENWW 32.1C.46 335

 32.1C.47
Some data was not restored from the backup file (informational).

● No action necessary

No action necessary

336 Chapter 12 32.wx.yz error codes ENWW

32.1C.48
The backup job ticket was submitted using an invalid network path.

● Recommended action

Recommended action
1. Check that a shared folder was provided as part of the network path (not blank).

2. Check that the server and the shared folder exists.

3. Check that the user has permission to access the shared folder on the provided server.

ENWW 32.1C.48 337

 32.1C.49
The backup job ticket was submitted with a bad encryption.

● Recommended action

Recommended action
▲ Verify that the encryption personal identification number (PIN) meets the restrictions for the printer.

338 Chapter 12 32.wx.yz error codes ENWW

32.1C.4A
An error occurred when creating the temporary directories used to store the backup files in transition to and
from the compressed (ZIP) file.

● Recommended action

Recommended action
1. Retry the job.

2. If this does not resolve the issue, turn the printer off then on again and retry the job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

ENWW 32.1C.4A 339

 32.1C.56
Reset aborted. Backup/restore in progress (informational).

● No action necessary

No action necessary

340 Chapter 12 32.wx.yz error codes ENWW

32.1C.57
Reset aborted (informational).

● No action necessary

No action necessary

ENWW 32.1C.57 341

 32.1C.58
Unknown reset error (informational).

● No action necessary

No action necessary

342 Chapter 12 32.wx.yz error codes ENWW

32.1C.60
The restore operation completed successfully (informational).

● No action necessary

No action necessary

ENWW 32.1C.60 343

 32.1C.61
The restore operation encountered an error.

● Recommended action

Recommended action
▲ Review the error log to see specific details about the failure.

344 Chapter 12 32.wx.yz error codes ENWW

32.1C.62
The restore operation completed, but with a warning message.

● Recommended action

Recommended action
▲ Review the error log to see specific details about the failure.

ENWW 32.1C.62 345

 32.1C.68
The restore job ticket was submitted using an invalid network path.

● Recommended action

Recommended action
1. Check that a shared folder was provided as part of the network path (not blank).

2. Check that the server and the shared folder exist.

3. Check that the user has permission to access the shared folder on the provided server.

4. Check that the path includes the compressed (ZIP) file name as part of the path

346 Chapter 12 32.wx.yz error codes ENWW

32.1C.69
The restore job ticket was submitted with a bad encryption personal identification number (PIN).

● Recommended action

Recommended action
▲ Verify the encryption personal identification number (PIN) is the same PIN used to encrypt the backup file.

ENWW 32.1C.69 347

 32.1C.6A
An error occurred when creating the temporary directories used to store the restore files in transition to and
from the compressed (ZIP) file.

● Recommended action

Recommended action
▲ Retry the job.

348 Chapter 12 32.wx.yz error codes ENWW

32.1C.6D
An unusual error occurred when running the restore operation.

● Recommended action

Recommended action
▲ Retry the job.

ENWW 32.1C.6D 349

350 Chapter 12 32.wx.yz error codes ENWW
13 33.wx.yz error codes

● 33.* errors

● 33.01.xx

● 33.04.05

● 33.05.0z SureStart errors

● 33.05.1x Whitelisting errors

● 33.05.2x Intrusion detection errors

ENWW 351
 33.* errors
Errors in the 33.* family are related to the printer’s storage system or the formatter. The component might have
been previously installed in another printer and is therefore locked to that other printer. Or, the component
might be incorrect for this printer.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

▲ Install the correct component for this printer.

352 Chapter 13 33.wx.yz error codes ENWW

33.01.xx
A save or restore process has occurred.

● No action necessary

● 33.01.01 (event code)

A restore process has occurred.

● 33.01.02 (event code)

A save process has occurred.

● 33.01.03 (event code)

Save recover functionality OK after previously being disabled.

No action necessary

33.04.05
TPM Security Error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

This system contains a TPM module that is not supported on the device or belongs to another device.

TPM is unique for each device.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Disable the TPM in the preboot menu, customer will be able to operate the unit without security settings.

3. If the error persists, elevate the case using the Standard Support Process.

ENWW 33.01.xx 353

 33.05.0z SureStart errors
A SureStart error has occurred.

● Recommended action

The printer detected and recovered from a corrupted version of BIOS.

● 33.05.01 Boot code corrupt (event code)

● 33.05.02 Boot code corrupt (event code)

● 33.05.03 Boot code corrupt (event code)

The newly downloaded firmware failed to cryptographically validate the BIOS code.

● 33.05.04 Security alert

● 33.05.04 Upgrade corrupt (event code)

● 33.05.05 Security alert

● 33.05.05 Boot code corrupt (event code)

● 33.05.06 Security alert

● 33.05.06 Upgrade corrupt (event code)

● 33.05.07 Security alert

● 33.05.07 Upgrade corrupt (event code)

● 33.05.08 Invalid boot attempt (event code)

● 33.05.09 Downgrade attempted (event code)

Recommended action
1. For 33.05.01, 33.05.02, and 33.05.03: No action is necessary.

2. For all other errors: Download a firmware bundle to the printer from the Preboot menu.

NOTE: For more information on SureStart, go to: HP SureStart Whitelisting and Intrusion Detection
Troubleshooting Manual (Doc ID: c04863614).

354 Chapter 13 33.wx.yz error codes ENWW

33.05.1x Whitelisting errors
An error occurred with a firmware file digital signature or an error with the certificate used to validate the
firmware file certificate.

● Recommended action

● 33.05.10 Security alert

● 33.05.10 Firmware verification Error: XX (Event code)

● 33.05.11 Security alert

● 33.05.11 Firmware verification Error: XX (Event code)

● 33.05.12 Security alert

● 33.05.12 Firmware verification Error: XX (Event code)

Recommended action
1. Perform a Format Disk procedure.

2. If the device does not reboot to Ready, download a firmware bundle to the device from the Preboot menu.

NOTE: Performing a Format Disk procedure is required before downloading a firmware bundle.

For more information on SureStart, go to HP LaserJet Enterprise, go to:HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual. Doc ID c04863614.

ENWW 33.05.1x Whitelisting errors 355

 33.05.2x Intrusion detection errors
The intrustion detection system has encountered an error.

● Recommended action

The intrusion detection memory process determined an unauthorized change in system memory.

● 33.05.21 Security alert

● 33.05.21 Potential intrusion (Event code)

The intrusion detection memory process heartbeat was not detected.

● 33.05.22 Security alert

● 33.05.22 Cannot scan for potential intrusions (Event code)

The intrusion detection memory process did not initialize.

● 33.05.23 Security alert

● 33.05.23 Intrusion detection not initialized (Event code)

● 33.05.24 Intrusion detection initialization error (Event code)

Recommended action
▲ Turn the printer off then on.

NOTE: Selecting Continue from the Preboot menu will not resolve the error. The printer must be turn off then
on to clear the error allowing the device to reboot to Ready.

NOTE: With firmware version 3.7 the error “A disk or boot error has occurred. Clear Error. Press Any Key” is
displayed when selecting Continue from the Preboot menu after encountering a 33.05.2X error. This message
should be ignored

For more information on SureStart, go to HP LaserJet Enterprise, go to:HP SureStart Whitelisting and Intrusion
Detection Troubleshooting Manual. Doc ID c04863614.

356 Chapter 13 33.wx.yz error codes ENWW

14 40.wx.yz error codes

● 40.* errors

● 40.00.01 USB I/O buffer overflow To continue, touch “OK”

● 40.00.02 Embedded I/O buffer overflow To continue, touch “OK”

● 40.00.03 EIO <x> buffer overflow To continue, touch “OK”

● 40.00.04 EIO <x> bad transmission To continue, touch “OK”

● 40.00.05 Embedded I/O bad transmission To continue, touch “OK”

● 40.08.0x USB storage accessory removed

● 40.0x.05 USB storage accessory removed

ENWW 357
 40.* errors
Errors in the 40.* family are related to input/output accessories, such as USB storage devices, Jetdirect cards, or
EIO cards.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Touch OK to clear the message.

2. Remove and then reinstall the accessory.

358 Chapter 14 40.wx.yz error codes ENWW

40.00.01 USB I/O buffer overflow To continue, touch “OK”
The USB buffer has overflowed.

● Recommended action

Recommended action
1. Touch the OK button to print the transferred date (some data might be lost).

2. Check the host configuration.

ENWW 40.00.01 USB I/O buffer overflow To continue, touch “OK” 359
 40.00.02 Embedded I/O buffer overflow To continue, touch “OK”
The product has experienced a JetDirect buffer overflow.

● Recommended action

Recommended action
1. Touch the OK button to print the transferred date (some data might be lost).

2. Check the host configuration.

360 Chapter 14 40.wx.yz error codes ENWW

40.00.03 EIO <x> buffer overflow To continue, touch “OK”
Too much data was sent to the EIO card in the specified slot (x). An incorrect communications protocol might be
in use.

● Recommended action

Recommended action
▲ Touch the OK button to print the transferred date (some data might be lost).

ENWW 40.00.03 EIO <x> buffer overflow To continue, touch “OK” 361
 40.00.04 EIO <x> bad transmission To continue, touch “OK”
● Recommended action

The connection between the product and the USB device has been broken.

Recommended action
1. Touch the OK button to clear the error message and continue printing.

2. Remove, and then reinstall the USB device.

362 Chapter 14 40.wx.yz error codes ENWW

40.00.05 Embedded I/O bad transmission To continue, touch “OK”
The USB device has been removed.

● Recommended action

Recommended action
1. Touch the OK button to clear the error message (data will be lost).

2. Install the USB device.

ENWW 40.00.05 Embedded I/O bad transmission To continue, touch “OK” 363
 40.08.0x USB storage accessory removed
The USB storage accessory has been removed.

● No action necessary

x = 0 or 1; information code.

Secure file erase is enabled.

No action necessary

364 Chapter 14 40.wx.yz error codes ENWW

40.0x.05 USB storage accessory removed
The USB storage accessory was removed.

● No action necessary

x = 1, 2, 3, 5, or 6; information code.

No action necessary

ENWW 40.0x.05 USB storage accessory removed 365

366 Chapter 14 40.wx.yz error codes ENWW
15 41.wx.yz error codes

● 41.03.0z

41.03.0z
The printer detected a paper size mismatch. The paper is longer or shorter than expected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 41.03.00 A paper size mismatch was detected from an unknown tray.

● 41.03.01 A paper size mismatch was detected from tray 1.

● 41.03.02 A paper size mismatch was detected from tray 2.

● 41.03.03 A paper size mismatch was detected from tray 3.

Recommended action for customers

1. Open the tray and make sure that the tray is loaded with the correct paper size and confirm the paper size
guides are set correctly.

NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

2. For 44.03.01, from the Trays menu, select the paper size being used from the list. If the size of the loaded
paper is not listed, select Any Size.

3. From the Trays menu, check that the tray’s paper size is set correctly.

4. Resend the print job.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and make sure that the tray is loaded with the correct paper size and confirm the paper size
guides are set correctly.

ENWW 41.03.0z 367

 NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

2. For 44.03.01, under the Trays menu, select the paper size being used from the list. If the size of the loaded
paper is not listed, select Any Size.

3. From the Trays menu, check that the tray’s paper size is set correctly.

4. Resend the print job.

5. If the error persists, send an onsite technician to perform the following steps.

6. Remove the tray and inspect the paper guides for damage.

NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

a. For the main A3 universal tray: Check both the length and width size detect sensor actuators. For the
width detect actuator, check that the barrel rotates as the paper guides moves to different positions.
For the length detect actuator, check that the link on the bottom of the tray is not broken, check the
spring on the rear actuator is not missing and confirm the rear actuator slides as the paper guides
moves to different positions. If the guides or the actuators are broken or if the barrel or spring are
missing or damaged, replace the tray.

Part number: A7X02-67006 (Tray 2-5 Assembly Kit)

b. For the A4 tandem right or left tray: Check that the size detect sensor barrel actuator rotates as the
paper width guides moves to different positions. If the guides are broken or the barrel is missing or
damaged, replace the tray.

Part number: A7W93-670067 (HCI left tray)

For instructions: See the Repair Service Manual for this product.

Part number: A7W93-670068 (HCI right tray)

For instructions: See the Repair Service Manual for this product.

7. For the main A3 universal tray, check for a damaged cable and connectors while reseating the FFC between
the tray length detection sensor and the main PCA (J49). If the cable is damaged, replace the FFC.

NOTE: The needed FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

8. If the error persists, replace the length detection sensor.

Part number: A7W93-67023

For instructions: See the Repair Service Manual for this product.

For instructions: See the Repair Service Manual for this product.

For instructions: See the Repair Service Manual for this product.

368 Chapter 15 41.wx.yz error codes ENWW

16 44.wx.yz error codes

● 44.* errors

● 44.01.xx Error Event log message

● 44.02.xx Error Event log message (Multifunction product only.)

● 44.03.xx Error Event log message

● 44.04.xx Error Event log message (Multifunction product only.)

● 44.05.xx Error Event log message (Multifunction product only.)

● 44.07.xx Error Event log message (Multifunction product only.)

● 44.08.xx Error Event log message (Multifunction product only.)

● 44.10.xx Error Event log message (Multifunction product only.)

● 44.11.0E Error Event log message (Multifunction product only.)

● 44.11.xx Error Event log message (Multifunction product only.)

● 44.12.0E Error Event log message (Multifunction product only.)

● 44.12.xx Error Event log message (Multifunction product only.)

● 44.16.01 Error Event log message (Multifunction product only.)

● 44.16.02 Error Event log message (Multifunction product only.)

● 44.16.03 Error Event log message (Multifunction product only.)

● 44.16.04 Error Event log message (Multifunction product only.)

● 44.16.05 Error Event log message (Multifunction product only.)

● 44.16.06 Error Event log message (Multifunction product only.)

● 44.16.07 Error Event log message (Multifunction product only.)

● 44.16.08 Error Event log message (Multifunction product only.)

● 44.16.09 Error Event log message (Multifunction product only.)

● 44.16.0A Error Event log message (Multifunction product only.)

● 44.16.0B Error Event log message (Multifunction product only.)

ENWW 369
 ● 44.16.0D Error Event log message (Multifunction product only.)

● 44.16.0E Error Event log message (Multifunction product only.)

● 44.16.0F Error Event log message (Multifunction product only.)

● 44.16.10 Error Event log message (Multifunction product only.)

● 44.16.FF Error Event log message (Multifunction product only.)

● 44.34.12

● 44.34.1z

● 44.34.yz

● 44.92.12

● 44.92.15

● 44.92.1z

370 Chapter 16 44.wx.yz error codes ENWW

44.* errors
Errors in the 44.* family are related to the digital send functionality: fax, email, send to SharePoint, or save to
folder.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. In many cases, the error will automatically clear, and you can try the job again.

2. Verify the digital send feature has been correctly configured at the control panel and with the HP
Embedded Web Server (EWS).

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.

3. Turn the printer off, and then on, and retry the job.

4. For fax errors, verify the fax card is correctly installed on the formatter.

5. For SharePoint or save-to-folder errors, verify the permissions are set correctly for access to the
SharePoint or network folder.

6. For email errors, verify connectivity to the network, and verify the SMTP gateway is configured correctly.
Also verify if there is a size limit on email attachments.

7. If the error persists, reset the printer to factory settings, and then upgrade the firmware to the latest
version.

ENWW 44.* errors 371

 44.01.xx Error Event log message
A digital send error has occurred.

● Recommended action

Recommended action
1. No action necessary. This error message should automatically clear.

2. Try to send the job again.

3. If the error does not clear or it returns:

a. Use optimal resolution and image quality settings.

b. Wait until all the digital send jobs have been processed.

c. Turn the printer off, and then on and retry the job.

d. Verify if there is an attachment limit on the email.

e. Verify network connectivity, SMTP gateways, access to folder share.

372 Chapter 16 44.wx.yz error codes ENWW

44.02.xx Error Event log message (Multifunction product only.)
Personal address book error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration and address book.

44.03.xx Error Event log message

A digital send error has occurred.

● Recommended action for customers

● Recommended action

Recommended action for customers

▲ Try to send the job again.

Recommended action
1. Use optimal resolution and image quality settings.

2. Wait until all the digital send jobs have been processed.

3. Turn the printer off, and then on and retry the job.

4. Verify if there is an attachment limit on the email.

5. Verify network connectivity, SMTP gateways, access to folder share.

ENWW 44.02.xx Error Event log message (Multifunction product only.) 373
 44.04.xx Error Event log message (Multifunction product only.)
A Digital Send Email error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

374 Chapter 16 44.wx.yz error codes ENWW

44.05.xx Error Event log message (Multifunction product only.)
A Digital Send Folder Job error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

ENWW 44.05.xx Error Event log message (Multifunction product only.) 375
 44.07.xx Error Event log message (Multifunction product only.)
Digital Send Remote Printer Job Error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

376 Chapter 16 44.wx.yz error codes ENWW

44.08.xx Error Event log message (Multifunction product only.)
SharePoint Job Error has occurred.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error occurs repeatedly, reboot the engine and retry the job.

3. If error still persists, reset to factory settings. Upgrade to most current firmware.

ENWW 44.08.xx Error Event log message (Multifunction product only.) 377
 44.10.xx Error Event log message (Multifunction product only.)
A send to email error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

378 Chapter 16 44.wx.yz error codes ENWW

44.11.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was set. This
file will not be sent.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.11.0E Error Event log message (Multifunction product only.) 379
 44.11.xx Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

Recommended action

380 Chapter 16 44.wx.yz error codes ENWW

44.12.0E Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

The attachment filename already exists at the destination, and the fail-on-filename-collisions flag is set. This file
will not be sent.

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the issue persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.12.0E Error Event log message (Multifunction product only.) 381
 44.12.xx Error Event log message (Multifunction product only.)
A digital send error has occurred.

● Recommended action

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

382 Chapter 16 44.wx.yz error codes ENWW

44.16.01 Error Event log message (Multifunction product only.)
A digital send error has occurred while trying to create file type.

● Recommended action

XX =

● 01 – RTF File

● 03 – CSV File

● 04 – HTML File

● 05 – XML File

● 06 – XPS File

● 07 – PDF File

Recommended action
1. Try to send the job again.

2. Check the digital send configuration.

ENWW 44.16.01 Error Event log message (Multifunction product only.) 383
 44.16.02 Error Event log message (Multifunction product only.)
The destination URL was found to be invalid or unreachable.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and then restart the job.

2. If the error persists, turn the product off and then on and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

384 Chapter 16 44.wx.yz error codes ENWW

44.16.03 Error Event log message (Multifunction product only.)
The destination URL is not a SharePoint site.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

ENWW 44.16.03 Error Event log message (Multifunction product only.) 385
 44.16.04 Error Event log message (Multifunction product only.)
Credentials associated with the SharePoint destination were found to be invalid or missing.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

386 Chapter 16 44.wx.yz error codes ENWW

44.16.05 Error Event log message (Multifunction product only.)
Credentials do not have write access to the SharePoint destination.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists:

● Check network connection settings.

● Verify access to the SharePoint site.

ENWW 44.16.05 Error Event log message (Multifunction product only.) 387
 44.16.06 Error Event log message (Multifunction product only.)
Upload of image file failed. Reason unknown.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and then restart the job.

2. If the error persists, turn the product off then on again and retry the job.

3. If the error still persists, reset to factory settings. Upgrade to the current firmware version.

388 Chapter 16 44.wx.yz error codes ENWW

44.16.07 Error Event log message (Multifunction product only.)
Upload of image file failed.

● Recommended action

The file exceeded the maximum form submission length on the Web server.

Recommended action
1. If this is the first time the error has occurred, send fewer pages in the job, lower the DPI of the scanned
pages, or select a file type that splits pages into separate files (for example, jpeg).

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the Web server's
maximum form submission length.

ENWW 44.16.07 Error Event log message (Multifunction product only.) 389
 44.16.08 Error Event log message (Multifunction product only.)
Upload of image file failed. The SharePoint site storage quota limit was exceeded.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, make space on the SharePoint site by deleting some files, and
then retry the job.

2. If the error occurs repeatedly, contact the SharePoint site administrator to increase the storage quota limit.

390 Chapter 16 44.wx.yz error codes ENWW

44.16.09 Error Event log message (Multifunction product only.)
Upload of image file failed. A folder or filename length is too long.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, check the destination URL and filename in the SharePoint job
configuration to verify no folder or filename exceeds the maximum of 128 characters.

2. If the error occurs repeatedly, try sending to a different folder on the SharePoint site or changing the
filename (which could include prefix or suffix).

ENWW 44.16.09 Error Event log message (Multifunction product only.) 391
 44.16.0A Error Event log message (Multifunction product only.)
Upload of the image file failed.

● Recommended action

The image file already exists on the server and is checked out for editing by another user.

Recommended action
1. If this is the first time the error has occurred, verify that the filename used by the job is not checked out on
the SharePoint site.

2. If the error persists, use a different filename for the job.

392 Chapter 16 44.wx.yz error codes ENWW

44.16.0B Error Event log message (Multifunction product only.)
Upload of the image file failed.

● Recommended action

The image file already exists on the server and the job was set to not overwrite files.

Recommended action
1. If this is the first time the error has occurred, set the job to overwrite existing files.

2. If the error persists, use a different filename for the job.

ENWW 44.16.0B Error Event log message (Multifunction product only.) 393
 44.16.0D Error Event log message (Multifunction product only.)
Encountered an unexpected processing error while transferring attachments to the destination SharePoint.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If the error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

394 Chapter 16 44.wx.yz error codes ENWW

44.16.0E Error Event log message (Multifunction product only.)
The attachment filename already exists at the destination, and the fail-on-filename-collisions flag was set. This
file will not be sent.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, use a different filename or verify that the filename is not
already in use.

2. If the error persists, use a unique filename or disable the fail-on-filename-collisions flag.

ENWW 44.16.0E Error Event log message (Multifunction product only.) 395
 44.16.0F Error Event log message (Multifunction product only.)
Not enough memory to process the current SharePoint Job.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, cancel and/or restart the job, breaking it up into small jobs.

2. Repeat this process if the error persists until job goes through.

396 Chapter 16 44.wx.yz error codes ENWW

44.16.10 Error Event log message (Multifunction product only.)
The SharePoint server is using an invalid certificate.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, send the SharePoint job to a non-secure address, or send the
job to a SharePoint server that has a valid certificate.

2. If the error occurs repeatedly, send the job to a different, trusted SharePoint server.

ENWW 44.16.10 Error Event log message (Multifunction product only.) 397
 44.16.FF Error Event log message (Multifunction product only.)
An unexpected error occurred in the SharePoint resource device code.

● Recommended action

Recommended action
1. If this is the first time the error has occurred, verify settings in job configuration and restart the job.

2. If error persists, turn the product off, and then on and retry the job.

3. If the error persists, reset to factory settings. Upgrade to the current firmware version.

44.34.12
The fax CSP 1040 test failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to send a fax.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to send a fax.

3. If the error persists, send an onsite technician to perform the following steps.

4. Attempt to send a fax.

5. Check for a damaged cable and connectors while reseating the FFC between the fax PCA and the main PCA
(J35). If the cable is damaged, replace it with cables in the fax FFC kit.

Part number: A7W94-67002

6. If the error persists, replace the fax module.

Part number: A7X01-67001

For instructions: See the Repair Service Manual for this product.

44.34.1z
The internal fax card reported an error.

● Recommended action for customers

398 Chapter 16 44.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

● 44.34.11 The fax DSP (digital send processor) test has failed.

● 44.34.14 The fax is not connected to a wall jack.

● 44.34.16 The fax is not connected to a wall jack.

Recommended action for customers

1. Check that the phone cord between the printer and wall jack is securely connected at both ends.

2. If the phone cord goes through a splitter of hub of any kind, remove it.

3. From the Troubleshooting menu, run a Fax report. Follow any recommended actions described in the
report.

4. Turn the printer off, and then on, and attempt to send a fax.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Check that the phone cord between the printer and wall jack is securely connected at both ends.

2. If the phone cord goes through a splitter of hub of any kind, remove it.

3. From the Troubleshooting menu, run a Fax report. Follow any recommended actions described in the
report.

4. Turn the printer off, and then on, and attempt to send a fax.

5. If the error persists, send an onsite technician to perform the following steps.

6. Check for a damaged cable and connectors while reseating the FFC between the fax PCA and the main PCA
(J35). If the cable is damaged, replace it with cables in the fax FFC kit.

Part number: A7W94-67002

7. If the error persists, replace the fax module.

Part number: A7X01-67001

For instructions: See the Repair Service Manual for this product.

44.34.yz
The internal fax card reported a status or test result.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 44.34.13 The fax is connected to a wall jack.

● 44.34.15 The fax is connected to a wall jack.

● 44.34.17 The fax phone cord type passed.

ENWW 44.34.yz 399

 ● 44.34.18 The fax phone cord type failed (non critical).

● 44.34.19 The fax line condition test passed.

● 44.34.1A The fax line condition test failed (non critical).

● 44.34.1B The fax dial tone test passed.

● 44.34.1C The fax dial tone test failed (non critical).

● 44.34.1D The fax hardware test passed.

Recommended action for customers

▲ This is an informational message; no action is necessary.

Recommended action for call-center agents and onsite technicians

▲ This is an informational message; no action is necessary.

44.92.12
The internal fax memory is full.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ Delete or print some of the stored faxes.

Recommended action for call-center agents and onsite technicians

▲ Delete or print some of the stored faxes.

44.92.15
The printer is receiving a fax, but because of a printer error, it is unable to print it.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer on, and then off.

2. If the error persists, check the event log for any printer errors and troubleshoot those.

Recommended action for call-center agents and onsite technicians

1. Turn the printer on, and then off.

2. If the error persists, check the event log for any printer errors and troubleshoot those.

400 Chapter 16 44.wx.yz error codes ENWW

44.92.1z
The internal fax card reported a status or state.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 44.92.10 There was a fax communication error (non critical).

● 44.92.13 The fax cannot reprint. There are no faxes stored in memory.

● 44.92.14 The color fax error correction mode has been turned off.

Recommended action for customers

▲ This is an informational message; no action is necessary.

Recommended action for call-center agents and onsite technicians

▲ This is an informational message; no action is necessary.

ENWW 44.92.1z 401

402 Chapter 16 44.wx.yz error codes ENWW
17 46.wx.yz error codes

● 46.* error messages

ENWW 403
 46.* error messages
Errors in the 46.* family occur when the printer is trying to perform an action that it is not able to complete.

● Recommended action

● No network connectivity

● A problem with the file being printed, with the software application sending the job, or with the print driver

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Verify the printer is connected to the network. If it is not, use a different network cable, and check the
configuration settings.

3. Send a different file from the same software application to see if the error is specific to the original file. Try
sending a job from a different software application to see if the error is specific to the application. Verify the
computer has the correct print driver installed.

4. Upgrade the printer firmware.

5. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 error Troubleshooting (Persistent and Inteermittent)

404 Chapter 17 46.wx.yz error codes ENWW

18 47.wx.yz error codes

● 47.* errors

● 47.00.xx

● 47.01.xx

● 47.02.xx

● 47.03.xx

● 47.04.xx

● 47.05.xx

● 47.06.xx

● 47.FC.yz Printer Calibration Failed To continue, touch “OK”

ENWW 405
 47.* errors
Errors in the 47.* family indicate an internal error has occurred.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

406 Chapter 18 47.wx.yz error codes ENWW

47.00.xx
Back channel internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

ENWW 47.00.xx 407

 47.01.xx
Image transformer internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

408 Chapter 18 47.wx.yz error codes ENWW

47.02.xx
Job parser internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.02.xx 409

 47.03.xx
Print job internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

410 Chapter 18 47.wx.yz error codes ENWW

47.04.xx
Print spooler 9100 internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.04.xx 411

 47.05.xx
Print spooler framework internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the steps to perform a Format Disk procedure, go to: HP LaserJet Enterprise Printers - Performing a
Partial Clean or Format Disk Procedure (c03398779).

412 Chapter 18 47.wx.yz error codes ENWW

47.06.xx
Print application internal error.

● Recommended action

Recommended action
1. Turn the product off, and then on again.

2. Resend the print job.

3. If the error persists, clear the active partition by using the Format Disk item in the Preboot menu.

ENWW 47.06.xx 413

 47.FC.yz Printer Calibration Failed To continue, touch “OK”
The device is unable to access or implement one of the image patterns files.

● Recommended action

y = Calibration type, z = Event

● 47.FC.00 (event code) Color plane registration (CPR) Image not found at system initialization

● 47.FC.01 (event code) CPR Store Image failure

● 47.FC.02 (event code) CPR Image not found

● 47.FC.03 (event code) CPR Print engine execution failure

● 47.FC.10 (event code) Consecutive Dmax Dhalf Image not found at system initialization

● 47.FC.11 (event code) Consecutive Dmax Dhalf Store image failure

● 47.FC.12 (event code) Consecutive Dmax Dhalf Image not found

● 47.FC.13 (event code) Consecutive Dmax Dhalf Print engine execution failure

● 47.FC.20 (event code) Error Diffusion Image not found at system initialization

● 47.FC.21 (event code) Error Diffusion Store image failure

● 47.FC.22 (event code) Error Diffusion Image not found

● 47.FC.23 Error Diffusion Print engine execution failure

● 47.FC.30 0 (event code) Drum Speed Adjustment Image not found at system initialization

● 47.FC.31 (event code) Drum Speed Adjustment Store image failure

● 47.FC.32 (event code) Drum Speed Adjustment Image not found

● 47.FC.33 (event code) Drum Speed Adjustment Print engine execution failure

● 47.FC.40 (event code) Pulse Width Modulation Image not found at system initialization

● 47.FC.41 (event code) Pulse Width Modulation Store image failure

● 47.FC.42 (event code) Pulse Width Modulation Image not found

● 47.FC.43 (event code) Pulse Width Modulation Print engine execution failure

Recommended action
1. Turn the product off, and then on again.

2. If the error persists over multiple power cycles then do the following.

● In the Support Tools/Troubleshooting/Diagnostics menu, run the hard disk tests to validate the health
of the device. Fix any issue found with the mass storage device.

414 Chapter 18 47.wx.yz error codes ENWW

 3. If the error persists, reload the firmware.

4. If the error persists, perform a Format Disk procedure using the Preboot menu.

For the procedure to perform a Format Disk procedure., go to: HP LaserJet Enterprise Printers - Performing
a Partial Clean or Format Disk Procedure (c03398779).

ENWW 47.FC.yz Printer Calibration Failed To continue, touch “OK” 415

416 Chapter 18 47.wx.yz error codes ENWW
19 48.wx.yz error codes

● 48.* errors

ENWW 417
 48.* errors
Errors in the 48.* family indicate an internal error has occurred.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. In most cases, no action is necessary.

2. If the error persists, upgrade the printer firmware.

3. If the error persists, use the troubleshooting flowcharts in this document: HP LaserJet FutureSmart Devices
- 49 Error Troubleshooting (Persistent and Intermittent)

418 Chapter 19 48.wx.yz error codes ENWW

20 49.wx.yz error codes

● 49.XX.YY Error To continue turn off then on

ENWW 419
 49.XX.YY Error To continue turn off then on
A firmware error occurred.

● Recommended action

Possible causes:

● Corrupted print jobs

● Software application issues

● Non-product specific print drivers

● Poor quality USB or network cables

● Bad network connections or incorrect configurations

● Invalid firmware operations

● Unsupported accessories

A 49 error might happen at any time for multiple reasons. Although some types of 49 errors can be caused by
hardware failures, it is more common for 49 errors to be caused by printing a specific document or performing
some task on the printer.

49 errors most often occur when a printer is asked to perform an action that the printer firmware is not capable
of and might not have been designed to comply with, such as:

● Printing files with unsupported programming commands

● A unique combination of user environment and user interactions with the printer

● Interfacing with a third-party solution that was not designed to work with the printer

● Specific timing, network traffic, or concurrent processing of jobs

Recommended action
NOTE: LaserJet formatter PCAs are rarely the root cause of 49 service errors. Please do not replace the
formatter unless troubleshooting has identified the formatter as the root cause.

1. Turn the printer off, and then on.

2. If the error persists, check the following:

● The error might be caused by a network connectivity problem, such as a bad interface cable, a bad
USB port, or an invalid network configuration setting.

● The error might be caused by the print job, due to an invalid print driver, a problem with the software
application, or a problem with the file being printed.

● Upgrading the printer firmware might help resolve the error.

3. If the error persists, continue troubleshooting with the flowcharts for either Intermittent or Persistent 49
error troubleshooting (whichever is appropriate) in document c03122817:

HP LaserJet FutureSmart Devices - 49 Error Troubleshooting (Persistent and Intermittent)

420 Chapter 20 49.wx.yz error codes ENWW

21 54.wx.yz error codes

● 54.* errors

● 54.30.00 Calibration error

ENWW 421
 54.* errors
Errors in the 54.* family are related to the image-formation system.

● Recommended action for PageWide printers

● Recommended action for LaserJets

Recommended action for PageWide printers

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and unplug the power cord. Wait for at least 30 seconds, then reconnect the power
cord and turn the printer on.

2. Turn the printer off, and check all the connections on the formatter. Reseat them if necessary.

Recommended action for LaserJets

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check the supplies status page to verify that toner cartridges or the transfer kit are not past their useful
life. Replace supplies as necessary.

3. For color printers, inspect the transfer belt for damage, and replace it if necessary.

4. For color printers, if the error persists, replace the registration assembly.

5. Check the connections between the laser/scanner and the DC controller, and from the laser/scanner to the
printer. Reseat them if necessary. If the error persists, replace the laser/scanner.

422 Chapter 21 54.wx.yz error codes ENWW

54.30.00 Calibration error
An engine calibration has failed.

● Recommended action

Details of which calibration and failure reason can be found in the payload.

610000AC Sensor_Cms_Calibrate_Unknown_Sensor: Tried to start a page calibration scan with an unknown

sensor ID. Only Zim and BDD sensors are recognized.

610000AD Sensor_Cms_Calibrate_Invalid_Sensor: A sensor other than Zim was specified for the pen calibration
scan.

610000AE Sensor_Cms_Calibrate_Overshoot: The paper advanced too far during a page calibration such that
the printed artifact could not be scanned. This error could happen if the mechanism wasn't able to stop the
paper movement accurately.

Recommended action
1. Turn the power off on the product by pressing the power button and holding it for more than 3 seconds.

2. Unplug power cord from back of product and wait 30 seconds.

3. Reconnect the power cord.

4. Turn the product on.

5. If the error condition is cleared then the issue is resolved, if not continue to step 6.

6. Repeat steps 1 & 2.

7. Remove the formatter, check formatter thoroughly for any loose connections and reseat them, then
reinstall the formatter.

8. Repeat steps 3 & 4.

9. If the issue persists, elevate the case using the Standard Support Process.

NOTE: It is critical to either print the event log after power cycle clears issue, or access the event log through
EWS and capture the 8 character fail code value corresponding to the 61.00.0X and log it into the case. Look for
the last 61.00.0X error that occurred which also has the 8 character value under the text description. This value
is critical in HP understanding the failure and debugging potential field issues.

ENWW 54.30.00 Calibration error 423

424 Chapter 21 54.wx.yz error codes ENWW
22 58.wx.yz error codes

● 58.* errors

● 58.10.02 Ink Sensor Failure

ENWW 425
 58.* errors
Errors in the 58.* family indicate an electrical problem inside the printer.

● Recommended action for LaserJet printers

● Recommended action for PageWide printers

Recommended action for LaserJet printers

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or other type
of extension cord.

3. Check all connections on the DC controller and the power supply. Trace the connections from the DC
controller and power supply to the sensors and other components, and reseat them if necessary.

4. If the error persists, replace the DC controller or the power supply.

Recommended action for PageWide printers

Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and disconnect the power cord. Wait at least 30 seconds, and then reconnect the
power cord and turn the printer on.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or other type
of extension cord.

3. Check all connections on the formatter, and reseat them if necessary.

426 Chapter 22 58.wx.yz error codes ENWW

58.10.02 Ink Sensor Failure
SHAID PCA electrical failure.

● Recommended action

Recommended action
1. Turn the power off on the product by pressing the power button and holding it for more than 3 seconds.

2. Unplug power cord from back of product and wait 30 seconds.

3. Reconnect the power cord.

4. Turn the product on.

5. If the error condition is cleared then the issue is resolved, if not continue to step 6.

6. Repeat steps 1 & 2.

7. Remove the formatter, check formatter thoroughly for any loose connections and reseat them, then
reinstall the formatter.

8. Repeat steps 3 & 4.

9. If the issue persists, elevate the case using the Standard Support Process.

ENWW 58.10.02 Ink Sensor Failure 427

428 Chapter 22 58.wx.yz error codes ENWW
23 61.wx.yz error codes

● 61.2A.1z

● 61.2C.yB

● 61.2C.FB

● 61.21.0E

● 61.30.00

● 61.30.01

● 61.42.2B

● 61.43.2B

● 61.51.1D

● 61.51.1z

● 61.51.21

● 61.61.y4

● 61.61.yC

● 61.62.1D

● 61.62.21

● 61.62.34

● 61.62.3z

● 61.63.11

● 61.63.4C

● 61.64.1z

● 61.64.2z

● 61.64.31

● 61.64.32

● 61.65.1z

ENWW 429
 ● 61.65.2z

● 61.65.31

● 61.65.32

● 61.65.80

● 61.66.y0

● 61.67.1z

● 61.68.90

● 61.68.94

● 61.68.9z

● 61.68.A0

● 61.68.A4

● 61.68.Az

● 61.A0.11

● 61.A1.5D

● 61.A1.F1

● 61.A1.y2

● 61.A1.yz

● 61.A2.DB

● 61.Ax.0D

● 61.Ax.29

● 61.Ax.2A

● 61.Ax.39

● 61.Ax.3A

● 61.Ax.49

● 61.Ax.5D

● 61.Ax.6D

● 61.Ax.A2

● 61.Ax.Az

● 61.Ax.B2

● 61.Ax.Bz

● 61.Ax.F1

430 Chapter 23 61.wx.yz error codes ENWW

 ● 61.B2.6z

● 61.B5.1z

● 61.B6.18

● 61.B7.28

● 61.B7.3z

● 61.B9.1z

● 61.B9.26

● 61.Bx.y1

● 61.Bx.y2

● 61.Bx.yC

● 61.Bx.yD

● 61.Bx.yE

● 61.C1.1z

● 61.C1.3C

● 61.C2.11

● 61.C2.12

● 61.C2.1E

● 61.C2.1z

● 61.C4.22

● 61.C4.2E

● 61.C4.2z

● 61.C5.36

● 61.C5.E0

● 61.Cx.21

● 61.Cx.25

● 61.Cx.26

● 61.D1.y2

● 61.D1.yz

● 61.D2.3E

● 61.D2.3z

● 61.D2.4z

ENWW 431
 ● 61.D3.5C

● 61.D3.61

● 61.D3.62

● 61.D3.63

61.2A.1z
The airflow assembly controller experienced and error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.2A.11 The airflow assembly controller has a bad temperature sensor.

● 61.2A.12 The airflow assembly controller experienced a general error.

● 61.2A.13 The airflow assembly controller experienced an over speed error.

● 61.2A.14 The airflow assembly controller experienced an under speed error.

● 61.2A.15 The airflow assembly controller experienced a drive error.

Recommended action for customers

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service menu, run the Airflow Assembly test to confirm the error condition.

5. Check for damaged cables and connectors while reseating all the FFCs at the airflow assembly distribution
PCA.

6. check for a damaged cable and connectors while reseating the FFC between the AC control module and the
main PCA (J28). If damage is found, replace the control module FFC.

NOTE: The control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

7. From the Service menu, run the Airflow Assembly test again.

8. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

432 Chapter 23 61.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

61.2C.yB
An internal communication error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.2C.1B The left front upper PCA is disconnected.

● 61.2C.2B The left rear lower PCA is disconnected.

● 61.2C.3B The center rear lower PCA is disconnected.

● 61.2C.4B The right rear lower PCA is disconnected.

● 61.2C.5B The airflow assembly PCA is disconnected.

● 61.2C.6B The tray 2 separation PCA FFC is disconnected

● 61.2C.8B The feed motor encoder PCA FFC is disconnected.

● 61.2C.9B The scanner Interface FFC is disconnected.

● 61.2C.AB The ADF interface FFC is disconnected.

● 61.2C.BB The 4.3” dashboard PCA FFC is disconnected.

● 61.2C.CB The 8” dashboard PCA FFC is disconnected.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.2C.1B Check the connection between the main PCA (J22) and the left
front upper PCA (J1).

61.2C.2B Check the connection between the main PCA (J21) and the left
rear lower PCA (J1).

61.2C.3B Check the connection between the main PCA (J26) and the
center rear lower PCA (J1).

61.2C.4B Check the connection between the main PCA (J5) and the right
rear lower PCA (J1).

ENWW 61.2C.yB 433

 61.2C.5B Check the connection between the main PCA (J8) and the dryer
distribution PCA (J1).

61.2C.6B Check the connection between the main PCA (J36) and the tray
2 separation PCA (J1).

61.2C.8B Check the connection between the main PCA (J33) and the feed
motor encoder PCA (J4).

61.2C.9B Check the connection between the main PCA (J17) and the
flatbed scan interface (J1).

61.2C.AB Check the connection between the main PCA (J7) and the ADF
interface (J1).

61.2C.BB Check the connection between the main PCA (J42) and the 4.3"
dashboard PCA (J2).

61.2C.CB Check the connection between the main PCA (J46) and the 8"
dashboard PCA (J1).

4. If damaged connectors are found, or the error persists after reseating the connections, replace the
indicated part.

Error code Part description Part number

61.2C.1B Left front upper PCA A7W93-67019

61.2C.2B Left front lower FFC kit A7W93-67009

61.2C.3B Center rear lower FFC kit A7W93-67005

61.2C.4B Rigjht rear lower FFC kit A7W93-67006

61.2C.5B MPCA FFC kit A7W93-67011

61.2C.6B Singulation FFC kit A7W93-67015

61.2C.8B Feed motor FFC kit A7W93-67007

61.2C.9B MPCA FFC kit A7W93-67011

61.2C.AB MPCA FFC kit A7W93-67011

61.2C.BB MPCA FFC kit A7W93-67011

61.2C.CB MPCA FFC kit A7W93-67011

61.2C.FB
Inline Finisher Disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

434 Chapter 23 61.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Check for a damaged cable and connectors and re-seat the FFC to the stapler/stacker main PCA.

If damaged, replace the MPCA FFC kit.Part number: A7W93-67011

4. If the error persists, replace the inline finisher main printed circuit assembly (MPCA)

Part number: J7Z09-67960

61.21.0E
Engine 34VDC test failed - Accessory Tray PCA

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Remove the LIM (Lower input module) from the printer and turn the printer on (the error should be gone).

3. Make sure the connector on the LIM connector is in the correct position and not damaged.

4. Turn the printer off and re-attach the LIM making sure it is correctly aligned.

5. Turn the printer on.

6. If the error persists, please contact customer support.

If the printer is needed before service is provided. turn the printer off and remove the LIM to use the base
printer.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the LIM (Lower input module) from the printer and turn the printer on (the error should be gone).

3. Make sure the connector on the LIM connector is in the correct position and not damaged.

4. Turn the printer off and re-attach the LIM making sure it is correctly aligned.

5. Turn the printer on.

6. If the error persists, please replace LIM tray PCA.

Part number: A7X02-67005

ENWW 61.21.0E 435

 61.30.00
Product maintenance message.

● Recommended action for customer

● Call-center agent recommended action

● Recommended action for onsite technicians

61.30.00 Scheduled maintenance complete.

Recommended action for customer

1. Turn the printer off, and then on.

2. If the error persists, please contect customer support.

Call-center agent recommended action

1. Turn the power off then on by pressing the power button and holding it in for more than 3 seconds.

2. Turn the power back on using power button.

3. If needed, dispatch a service technician to perform maintenance.

Recommended action for onsite technicians

1. Turn the power off then on by pressing the power button and holding it in for more than 3 seconds.

2. Turn the power back on using power button.

61.30.01
Product maintenance message.

● Recommended action for customer

● Call-center agent recommended action

● Recommended action for onsite technicians

61.30.01 Scheduled maintenance missed.

Recommended action for customer

1. Turn the printer off, and then on.

2. If the error persists, please contect customer support.

Call-center agent recommended action

1. Turn the power off then on by pressing the power button and holding it in for more than 3 seconds.

2. Turn the power back on using power button.

3. If needed, dispatch a service technician to perform maintenance.

436 Chapter 23 61.wx.yz error codes ENWW

Recommended action for onsite technicians
1. Perform the scheduled maintenance.

2. Turn the power off then on by pressing the power button and holding it in for more than 3 seconds.

3. Turn the printer back on using power button.

61.42.2B
Communication between the 4.3” control panel and the dashboard PCA has failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, or the control panel is blank, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, or the control panel is blank, send an onsite technician to perform the following steps.

3. Turn the printer off and remove the rear cover to get access to the main PCA LEDs.

4. Turn the printer on, and wait at least one minute. Confirm the LEDs on the main PCA are acting as described
in the following table. If the LEDs are not acting as they should, escalate the issue using the Standard
Support Process.

LED Location on main PCA Activity

Formatter heartbeat Middle left 4 blinks per second

FPGA Programmed Upper right (right most LED) On steady

FPGA heartbeat Upper right 2 blinks per second

Print engine heartbeat Center (behind cable management 1 blink per second
plastic)

5. Check for a damaged cable or connectors while reseating the FFC between the control panel and
dashboard PCA (J5). If damage is found, replace the 4.3” control panel assembly.

Part number: K0Q15-67901

For instructions: See the Repair Service Manual for this product.

6. If the connector on the dashboard PCA is damaged or the error persists, replace the 4.3” dashboard PCA.

Part number: A7W93-67037

7. If the error persists, escalate the issue using the Standard Support Process.

ENWW 61.42.2B 437

 61.43.2B
Communication between the 8” control panel and the dashboard PCA has failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, or the control panel is blank, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, or the control panel is blank, send an onsite technician to perform the following steps.

3. Turn the printer off and remove the rear cover to get access to the main PCA LEDs.

4. Turn the printer on, and wait at least one minute. Confirm the LEDs on the main PCA are acting as described
in the following table. If the LEDs are not acting as they should, escalate the issue using the Standard
Support Process.

LED Location on main PCA Activity

Formatter heartbeat Middle left 4 blinks per second

FPGA Programmed Upper right (right most LED) On steady

FPGA heartbeat Upper right 2 blinks per second

Print engine heartbeat Center (behind cable management 1 blink per second
plastic)

5. Check for a damaged cable or connectors while reseating the FFC between the control panel and
dashboard PCA (J3). If damage is found replace the 8” control panel assembly.

Part number: J7Z09-67928

For instructions: See the Repair Service Manual for this product.

6. If the connector on the dashboard PCA is damaged or the error persists, replace the 8” dashboard PCA.

Part number: A7W95-67017

7. If the error persists, escalate the issue using the Standard Support Process.

438 Chapter 23 61.wx.yz error codes ENWW

61.51.1D
The ambient temperature is too low for the printer to operate correctly.

● Recommended action

● Recommended action for call-center agents and onsite technicians

Recommended action
1. Turn the printer off, and wait a few hours until it comes to room temperature before use.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and wait a few hours until it comes to room temperature before use.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service menu, run the Pick motor test for tray 1.

a. Check the Ambient Temperature reading.

b. If it is showing a negative number, check the cable and connectors for damage while reseating the
FFC between the temperature/humidity PCA and the right rear lower PCA (J2).

4. If damage is found, or the error persists after reseating the connections, replace the temperature/humidity
sensor.

Part number: A7W93-67070

For instructions: See the Repair Service Manual for this product.

61.51.1z
An error has occurred with the temperature sensor, humidity sensor, or the temperature/humidity PCA.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.51.10 The detected ambient temperature or humidity is out of range.

● 61.51.1B The temperature/humidity PCA has failed.

Recommended action for customers

1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, please contact customer support.

ENWW 61.51.1D 439

 Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. Check for a damaged cable and connectors while reseating the FFC between the temperature/humidity
PCA (J1) and the right rear lower PCA (J3). If damage is found, replace the FFC.

NOTE: The needed FFC is part of the right rear lower FFC kit.

Part number: A7W93-67006

5. Check for a damaged cable and connectors while reseating the FFC between the RRL PCA (J1) and the main
PCA (J5). If damage is found, replace the FFC.

NOTE: The needed FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

6. If the error persists, replace the temperature/humidity sensor.

Part number: A7W93-67070

For instructions: See the Repair Service Manual for this product.

61.51.21
The printer has been exposed to an ambient temperature below 4 degrees Celsius (39.2 degrees Fahrenheit).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and wait a few hours until it comes to room temperature before use.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and wait a few hours until it comes to room temperature before use.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service menu, run the Pick motor test for tray 1.

440 Chapter 23 61.wx.yz error codes ENWW

 a. Check the Ambient Temperature reading.

b. If it is showing a negative number, check the cable and connectors for damage while reseating the
FFC between the temperature/humidity PCA and the right rear lower PCA (J2).

4. If damage is found, or the error persists after reseating the connections, replace the temperature/humidity
sensor.

Part number: A7W93-67070

For instructions: See the Repair Service Manual for this product.

ENWW 61.51.21 441

 61.61.y4
Tray 1 minimum and maximum width calibrations have passed.

● Recommended action

● 61.61.14 Tray 1 minimum width calibration has passed.

● 61.61.24 Tray 1 maximum width calibration has passed.

Recommended action
▲ This is an informational message; no action is necessary

61.61.yC
Tray 1 minimum or maximum width calibration values are out of range.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.61.1C Tray 1 minimum width calibration value is out of range.

● 61.61.2C Tray 1 maximum width calibration value is out of range.

Recommended action for customers

1. Check that the tray 1 paper size guides are set correctly.

2. From the Tray Settings menu, select the paper size being used from the list. If the size of the loaded paper
is not listed, select Any Size.

3. If the error persists, or printing from tray 1 does not work as expected, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Check that the tray 1 paper size guides are set correctly.

2. From the Tray Settings menu, select the paper size being used from the list. If the size of the loaded paper
is not listed, select Any Size.

3. If the error persists, or printing from tray 1 does not work as expected, send an onsite technician to
perform the following steps.

4. Inspect the tray 1 paper width guides for damage. Slide the guides to their minimum and maximum
positions while checking for smooth operation. If the paper guides are damaged or do not operate
smoothly, replace the tray 1 assembly.

Part number: A7W93-67057

5. From the Service / Advance Service menu, run the Tray 1 Calibration routine. If the calibration passes, print
from tray 1 using different paper orientations and sizes to confirm functionality.

442 Chapter 23 61.wx.yz error codes ENWW

 6. If the calibration fails, check for a damaged cable and connectors while reseating the FFC between the tray
width detection sensor and the width adjust PCA (J2). If damage is found, replace the tray 1 assembly.

Part number: A7W93-67057

7. Check for a damaged cable and connectors while reseating the FFC between the width adjust PCA (J1) and
the left door distribution PCA (J3). If damage is found, replace the tray 1 assembly.

Part number: A7W93-67057

8. If the error persists, replace the tray 1 assembly.

Part number: A7W93-67057

61.62.1D
The skew correction factor is out of range.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. From the Troubleshooting menu, under the Print Quality Advanced Tools menu, run the Calibrate the
Deskew Subsystem routine. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. From the Service / Advance Service / Calibration/Cleaning menu, under the Calibrate Deskew menu, run the
Calibrate the Deskew Subsystem routine. Follow instructions on the control panel for loading paper before
starting the calibration.

2. If the calibration fails, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Calibration/Cleaning menu, under Skew Correction, check that Skew
Auto Tuning is set to On. Run the Reset Skew Correction Factors for All Trays.

4. From the Service / Advance Service / Calibration/Cleaning menu, under the Calibrate Deskew menu, run the
Calibrate the Deskew Subsystem routine. Follow instructions on the control panel for loading paper before
starting the calibration.

5. If the error persists, escalate the issue using the Standard Support Process.

61.62.21
Printhead to top of form skew error. This error can only happen during one of the image sensor calibrations and
most likely after the printhead assembly has been replaced or removed and then re-installed during a repair.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 61.62.1D 443

 Recommended action for customers
1. From the Home menu, select Support Tools, then Troubleshooting, then Print Quality, then Advanced Tools
and finally, Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before
starting the calibration.

2. If the calibration fails and/or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails and/or the error persists, send an onsite technician to perform the following steps.

3. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

4. If the calibration fails, check the status of the top of form sensor.

a. From the Service / Advance Service / Sensors menu, select the Input Path Sensors screen and check
the status of the Top of Form sensor. The sensor should show Not Tripped when the right duplexer
cassette is inserted and Tripped when right duplexer cassette is pulled out.

b. If the sensor fails the functional test or the status shows Clean Now, clean the surface of the sensor
and the corresponding reflector using a dry lint–free cloth.

c. If the reflector is misaligned, not flat, or off-center, remove and the reinstall it. Replace the reflector if
necessary.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

d. After cleaning the sensor and reflector, from the Service menu, run the Calibrate Paper Path Sensors
routine.

e. If the error persists, replace the top of form sensor.

NOTE: The top of form sensor cannot be ordered separately; it is part of the upper paper guide
assembly.

Part number: A7W93-67053

For instructions: See the Repair Service Manual for this product.

f. After replacing the upper paper guide assembly, run the Calibrate Paper Path Sensors routine again.

g. From the Service menu, run the Calibrate the Image Sensor routine again. If the calibration passes,
the issue should be resolved.

5. If the error persists, remove all the screws for the printhead assembly. Reinstall and tighten the screws in
the numbered order marked in the printer chassis next to the screw hole. This sequence is critical to datum
the printhead assembly to the printer chassis.

444 Chapter 23 61.wx.yz error codes ENWW

 6. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

7. If the error persists, elevate the issue using the Standard Support Process.

ENWW 61.62.21 445

 61.62.34
The deskew calibration passed.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

61.62.3z
The deskew calibrations failed or were out of range.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.62.31 The deskew zero offset was not found or is out of range.

● 61.62.3C The deskew calibrations failed

Recommended action for customers

1. From the Support Tools menu, under the Maintenance / Calibrate Deskew menu, run the Calibrate the
Deskew Subsystem routine. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. From the Support Tools menu, under the Maintenance / Calibrate Deskew menu, run the Calibrate the
Deskew Subsystem routine. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Calibration/Cleaning menu, under Skew Correction, check that Skew
Auto Tuning is set to On. Run the Reset Skew Correction Factors for All Trays.

4. From the Support Tools menu, under the Maintenance / Calibrate Deskew menu, run the Calibrate the
Deskew Subsystem routine. Follow instructions on the control panel for loading paper before starting the
calibration.

5. If the error persists, escalate the issue using the Standard Support Process.

446 Chapter 23 61.wx.yz error codes ENWW

61.63.11
The Calibrate Paper Path Sensors routine was run from the Service menu and has passed.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

61.63.4C
The REDI LED power calibration has failed. A REDI sensor in the paper path may need cleaning and/or re-
calibration.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Using a dry lint–free cloth, clean the surface of each sensor and its corresponding reflector listed below.
Check that the reflectors are not missing, misaligned, not flat, or off-center. Replace the reflector if
necessary.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

Sensor description Reflector location

Deskew rear REDI sensor Right duplexer top/rear

Deskew front REDI sensor Right duplexer top/front

Top of form sensor Right duplexer top/left

Print zone jam sensor Left duplexer top

Left side vertical jam sensor Airflow assembly left

Ejection REDI sensor Airflow assembly top

4. After cleaning the sensors and reflectors, from the Service (Advance Service / Calibration/Cleaning /
Calibrate Paper Path Sensors menu, run the Calibrate Paper Path Sensors routine. If the error persists,
check the event log for the specific sensor causing the error and replace the indicated part.

ENWW 61.63.11 447

 NOTE: After replacing any of these parts, you must again, run Calibrate Paper Path Sensors from the
Service (Advance Service / Calibration/Cleaning / Calibrate Paper Path Sensors menu.

Event log code Part description Part number Removal and replacement
procedures

61.B2.1C Deskew rear REDI sensor A7W93-67076 For instructions: See the Repair
Service Manual for this
product.

61.B2.2C Deskew front REDI sensor A7W93-67076 For instructions: See the Repair
Service Manual for this
product.

61.B3.1C Upper paper guide assembly A7W93-67053 For instructions: See the Repair
Service Manual for this
product.

61.B3.2C Airflow repair kit A7W93-67027 For instructions: See the Repair
Service Manual for this
product.

61.B4.1C Left door assembly A7W93-67033 For instructions: See the Repair
Service Manual for this
product.

61.B8.1C Output bin ejection REDI A7W93-67076 For instructions: See the Repair
sensor Service Manual for this
product.

61.64.1z
An error occurred during an image sensor calibration.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.64.11 The image sensor did not detect the expected print marks on the calibration pattern.

● 61.64.12 The white reference values for the paper background are above the expected threshold.

● 61.64.13 The image sensor detected artifacts during scanning.

● 61.64.14 The calibration plot shows some print artifacts causing the calibration to fail.

● 61.64.15 The calibration plot shows excessive skew.

● 61.64.16 The calibration stopped because long edge feed orientation was expected.

Recommended action for customers

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

448 Chapter 23 61.wx.yz error codes ENWW

 4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

5. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

6. If the calibration fails or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

5. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

6. If the calibration fails or the error persists, check the event log for one of these three codes and the
perform the corresponding action.

Event log code Error description Action

61.64.15 Excessive relative skew. Confirm the paper size guides are set
correctly. Open the right door and check
for paper debris. Check the paper stack
for bent corners or other damage.

61.64.16 Paper or orientation mismatch. Confirm the paper is loaded in the long
edge feed orientation.

61.64.12 White background error. Confirm there is no colored or pre-printed

paper mixed in the paper stack.

7. If the error persists, send an onsite technician to perform the following steps.

8. Use a dry lint– free cloth to clean the image sensor glass.

9. From the Service / Advance Service / Calibration/Cleaning menu, select Advance pint quality pages, then
Print a Streaks Test. Check for white lines on any of the primary color blocks. If present, run the Clean the
Printhead routine until the streaks disappear.

10. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

11. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

12. If the calibration fails or the error persists, check the event log for one of these three codes and the
perform the corresponding action.

ENWW 61.64.1z 449

 Event log code Error description Action

61.64.15 Excessive relative skew. Confirm the paper size guides are set
correctly. Open the right door and check
for paper debris. Check the paper stack
for bent corners or other damage.

61.64.16 Paper or orientation mismatch. Confirm the paper is loaded in the long
edge feed orientation.

61.64.12 White background error. Confirm there is no colored or pre-printed

paper mixed in the paper stack.

13. For 61.64.11 errors, perform the following steps.

a. From the Service menu, select Print Quality Tools, then Print a Nozzle Health Page.

b. On the nozzle health page, carefully look for groups of adjacent missing nozzles. If found, run the
Clean the Printhead routine followed by the Run a Drop Detect routine.

c. From the Service /Advance Service / Calibration/Cleaning menu, select Advance print quality pages,
then Nozzle Health Page. Compare this to the previous print to confirm the missing nozzles are now
printing okay.

d. Repeat the process as needed until all the nozzles are printing okay, then run the Calibrate the Image
Sensor routine again.

e. If the nozzle health page does not show any large groups of adjacent missing nozzles, but the
calibration continues to fail with the 61.64.11 error, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

14. For 61.64.13 errors, perform the following steps.

a. Carefully inspect the image sensor glass looking for spots or paper dust.

b. Wipe the glass clean with a dry lint–free cloth. If spots are still present, try wiping with a dampened
cloth, preferably using deionized water . If deionized water (DI) is not available, use tap water. Do not
use any solvents.

c. After thoroughly cleaning the glass, run the Calibrate the Image Sensor routine again. Check the event
log for another 61.64.13 error. If present, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

15. For 61.64.14 errors, perform the following steps.

a. From the Service menu, select Print Quality Tools, then Print a Nozzle Health Page.

b. On the nozzle health page, check for print artifacts or unintended ink transfer. If smudging or
unintended ink transfer is found, carefully clean the paper path in the print zone.

c. From the Service /Advance Service / Calibration/Cleaning menu, select Advance print quality pages,
then Nozzle Health Page. Compare this to the previous print to confirm the missing nozzles are now
printing okay.

450 Chapter 23 61.wx.yz error codes ENWW

 d. Repeat the process as needed until all the nozzles are printing okay, then run the Calibrate the Image
Sensor routine again.

e. If the nozzle health page shows no print artifacts or ink transfer, but the calibration continues to fail
with the 61.64.14 error, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

61.64.2z
An error occurred during an image sensor calibration.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.64.21 The image sensor motor movement is erratic or inconsistent.

● 61.64.22 The image sensor motor movement is faster or slower than expected or the speed is
inconsistent.

● 61.64.23 The paper being scanned is not flat against the image sensor glass.

Recommended action for customers

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails or the error persists, send an onsite technician to perform the following steps.

3. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

4. If the calibration fails and the event log recorded a 61.64.21 or 61.64.22, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

5. If the calibration fails and the event log recorded a 61.64.23, perform the following steps.

a. Remove the right duplexer and manually move the back plate assembly by turning the gear on the
back. If it is jammed or damaged, replace the right duplexer assembly.

Part number: A7W93-67032

ENWW 61.64.2z 451

 For instructions: See the Repair Service Manual for this product.

b. After checking or replacing right duplexer assembly, run the Calibrate the Image Sensor routine again.

c. If the error persists, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

61.64.31
An error occurred during an image sensor calibration. The photo response non-uniformity (PRNU) ratio was out
of specification.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

2. If the calibration fails or the error persists, send an onsite technician to perform the following steps.

3. From the Troubleshooting menu, select Print Quality, then Advanced Tools, then Calibrate the Image
Sensor.

4. If the calibration fails or the error persists, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

452 Chapter 23 61.wx.yz error codes ENWW

61.64.32
Image Sensor calibration required

● Recommended action

PRNU values were erased and the FW is using generated values instead.

Recommended action
1. Perform the image sensor calibration.

a. From the control panel select the Support Tools menu.

b. Select the following menus:

● Troubleshooting

● Advanced Diagnostic Tools

c. Run the Calibrate the Image Sensor procedure.

This check takes about 1 minute. The date of the last calibration also displays.

2. If the error persists, clean the iScan glass.

a. Open the right door.

Figure 23-1 Open the right door

ENWW 61.64.32 453

 b. Pull out the right duplexer.

Figure 23-2 Pull out duplexer

c. Clean the iScan glass with a clean lint free cloth.

Figure 23-3 Clean glass

d. Reinsert the duplexer and close the right door. Allow the print to come to Ready.

3. Perform the image sensor calibration again.

a. From the control panel select the Support Tools menu.

b. Select the following menus:

● Troubleshooting

● Advanced Diagnostic Tools

c. Run the Calibrate the Image Sensor procedure.

61.65.1z
The printer detected a problem with one the drop detection sensor LEDs. In some cases, these errors may have
a negative impact on print quality.

● Recommended action for customers

454 Chapter 23 61.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

● 61.65.11 Low PWM on one of the detection sensor LEDs was detected.

● 61.65.12 High PWM on one of the drop detection LEDs was detected.

● 61.65.14 Low bias on one of the drop detection LEDs was detected.

● 61.65.15 High bias on one of the drop detection LEDs was detected.

Recommended action for customers

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

3. If the print quality does not improve to an acceptable level, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally,
Calibrate the Image Sensor. Follow instructions on the control panel for loading paper before starting the
calibration.

3. If the print quality has been affected, clean the printhead. From the Home menu, select Support Tools, then
Maintenance, then Calibrate/Cleaning, and finally, Clean Printhead. rountine. Run it multiple times if
needed.

4. If the print quality does not improve to an acceptable level, send an onsite technician to perform the
following steps.

5. From the Support Tools / Service / Advanced Service menu, select Calibration/ Cleaning, then run the
Calibrate printbar and perform drop detect routine.

6. If the calibration fails and the event log recorded a 61.65.11 or 61.65.14, perform the following steps.

a. Check for a damaged cable and connectors while reseating the FFC between the drop detection
carriage PCA (J2) and the main PCA (J31). If damage is found, replace the drop detection carriage FFC.

NOTE: The drop detection carriage FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

b. After reseating or replacing the FFC, run the Calibrate the Drop Detect Subsystem routine again.

c. If the error persists, replace the drop detection carriage PCA.

NOTE: The drop detection carriage PCA is part of the drop detect carriage assembly.

Part number: A7W93-67060

ENWW 61.65.1z 455

 d. After replacing the drop detection carriage PCA, run the Calibrate the Drop Detect Subsystem routine
again.

e. From the Support Tools / Service / Advanced Service menu, select the Drop Detect Status menu, and
verify that the Drop Detect Status is Enabled and all sensors show OK.

7. If the calibration fails and the event log recorded a 61.65.12 or 61.65.15, perform the following steps.

a. From the Service / Advance Service / Status menu, select the Drop Detect Status menu, and check if
any of the sensors are showing Out of Range and a PWM above 80%.

NOTE: Ignore the Drop Detect Status at this point in the troubleshooting.

b. If a sensor is out of range, check the drop detect sensor channels for any visible blockage.

c. After removing any blockages, run the Calibrate the Drop Detect Subsystem routine again.

d. If no blockage is found and/or the error persists, replace the drop detect sensor.

NOTE: The drop detect sensor is part of the drop detect carriage assembly.

Part number: A7W93-67060

e. From the Service / Advance Service / Status menu, select the Drop Detect Status menu, and verify
that the Drop Detect Status is Enabled and all sensors show OK.

61.65.2z
The printer detected a problem while running the Calibrate the Drop Detect Subsystem routine. These errors are
only logged when a service technician runs the routine in the service mode. In some cases this faults may have
an impact on print quality.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.65.21 The drop detection sensor calibration failed because a printhead was in the incorrect position.

● 61.65.22 The drop detection sensor calibration failed because the sensor signal offset value was out of
range.

● 61.65.23 The drop detection sensor calibration failed because the sensor signal is too weak.

● 61.65.24 The drop detection sensor calibration failed because the sensor signal cannot be measured.

Recommended action for customers

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality has been affected, from the Home menu, select Support Tools, then Maintenance, then
Calibrate/Cleaning, then run the Clean the Printhead routine. Run it multiple times if needed.

3. If the print quality does not improve to an acceptable level, please contact customer support.

456 Chapter 23 61.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality has been affected, from the Home menu, select Support Tools, then Maintenance, then
Calibrate/Cleaning, and finally, Clean the Printhead routine. Run it multiple times if needed.

3. If the print quality does not improve to an acceptable level, send an onsite technician to perform the
following steps.

4. From the Support Tools / Service / Advanced Service menu, select Calibration/ Cleaning, then run the
CalibratePrintbar and perform Drop routine.

5. If the calibration fails and the event log recorded a 61.65.2z again, perform the following steps.

a. From the Support Tools / Service / Advanced Service / Status menu, select the Drop Detect Status
menu, and check that the Drop Detect Status is Enabled and that all the sensors show Ok.

b. If any of the sensors are out of range, check the drop detect sensor channels for any visible blockage.

c. After removing any blockages, run the Calibrate the Drop Detect Subsystem routine again.

d. If no blockage is found and/or the error persists, replace the drop detect sensor.

NOTE: The drop detect sensor is part of the drop detect carriage assembly.

Part number: A7W93-67060

e. After replacing the drop detect sensor, run the Calibrate the Drop Detect Subsystem routine again.

f. From the Support Tools / Service / Advanced Service / Status menu, select the Drop Detect Status
menu, and verify that the Drop Detect Status is Enabled and all sensors show OK.

61.65.31
Too many adjacent nozzles were found missing during the last drop detect routine. An automatic drop detection
routine for black is run every 30 pages and a full color drop detection for yellow, magenta, cyan and black is run
every 90 pages. The printer will automatically try to compensate for any missing nozzles.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. From the Home menu, select Support Tools, then Maintenance, then Calibrate/Cleaning, and finally, Clean
the Printhead.

2. From the Calibrate/Cleaning menu, select Print a Print Quality Report.

3. Look at the colored bars on the print quality report. If there are white lines crossing the colored bars, run
the Clean the Printhead routine a couple more times until the lines go away.

4. If the white lines do not disappear and the print quality continues to be unacceptable, please contact
customer support.

ENWW 61.65.31 457

 Recommended action for call-center agents and onsite technicians
1. From the Support Tools / Service / Advanced Service menu, select Calibration/ Cleaning, then run the Clean
the Printhead routine.

2. From the Calibration/ Cleaning menu, select Print a Print Quality Report.

3. Look at the colored bars on the print quality report. If there are white lines crossing the colored bars, run
the Clean the Printhead routine a couple more times until the lines go away.

4. If the white lines do not disappear and the print quality continues to be unacceptable, send an onsite
technician to perform the following steps.

5. From the Service / Advance Service / Calibration/Cleaning menu, select Reset Nozzle Health Data then
Reset.

6. From the Service / Advance Service / Calibration/Cleaning menu, then run the Calibrate printbar and
perform drop detect routine.

7. If the calibration fails, check the event log for new errors. If new errors are logged, follow the
recommended action for that error.

8. From the Service / Advance Service / Calibration/Cleaning menu, select Advance Print Quality pages, then
Nozzle Health Page. Check carefully for groups of adjacent missing nozzles. If found, perform the following.

a. Run the Clean the Printhead routine. Evaluate and repeat if needed.

b. Once the missing nozzles are fixed, run the Calibrate the Drop Detect Subsystem routine again.

9. If groups of adjacent missing nozzles are not found, from the Service / Advance Service / Status menu,
select the Drop Detect Status menu, and check if any of the sensors are showing Out of Range with a PWM
above 80%.

10. If any of the sensors are out of range, check the drop detect sensor channels for any visible blockage.

11. After removing any blockages, run the Calibrate printbar and perform drop detect routine again.

12. If no blockage is found and/or the error persists, replace the drop detect sensor.

NOTE: The drop detect sensor is part of the drop detect carriage assembly.

Part number: A7W93-67060

13. After replacing the drop detect sensor, run the Calibrate printbar and perform drop detect routine again.

14. From the Service / Advance Service / Status menu, select the Drop Detect Status menu, and verify that the
Drop Detect Status is Enabled and all sensors show OK.

61.65.32
The printer has permanently disabled the drop detection subsystem due to consecutive failures while running
the drop detection LED calibration that occurs every 3,000 prints. Or a manually invoked drop detection
calibration failed five times or more in a row.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

458 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality has been affected, clean the print head. Select the following menus: Support
ToolsMaintenanceCalibrate/Cleaning Then run the Clean the Printhead routine. Run it multiple times if
needed.

3. If the print quality does not improve to an acceptable level, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality has been affected, clean the printhead. Open the following menus:Support
ToolsMaintenanceCalibration/CleaningRun the Clean Printhead routine. if needed run it multiple times if
needed.

3. If the print quality does not improve to an acceptable level, send an onsite technician to perform the
following steps.

4. From the following menus:Support ToolsServiceAdvanced ServiceCalibration/Cleaning Run the Calibrate

printbar and perform drop detect routine.

5. If the calibration fails, check the event log for the specific error logged and follow the corresponding
troubleshooting steps.

6. If the calibration passes, from the Service / Advance Service/ Status menu, select the Drop Detect Status
menu, and verify that the Drop Detect Status is Enabled and all sensors show OK.

61.65.80
The nozzle health database has been reset by a service technician.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

▲ This is an informational message; no action is necessary.

Recommended action for call-center agents and onsite technicians

▲ This is an informational message; no action is necessary.

NOTE: After the nozzle health database has been reset, the Calibrate the Drop Detection Sub System
routine must be run from the Service menu.

ENWW 61.65.80 459

 61.66.y0
A printhead nozzle health recovery routine was initiated and completed successfully.

● Recommended action

● 61.66.10 An user initiated Pen Cleaning routine completed successfully.

● 61.66.20 An automatic Extended Cleaning routine completed successfully.

● 61.66.30 An user initiated Extended Cleaning routine completed successfully.

● 61.66.40 An user initiated Clean with the Shim Pad Kit routine completed successfully.

● 61.66.50 An user initiated Yellow Streaks Recovery routine completed successfully.

Recommended action
▲ This is an informational message; no action is necessary.

61.67.1z
An error occurred during the drop detect subsystem calibration.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.67.11 During the drop detect subsystem calibration, the printhead height reference was reported as too
high.

● 61.67.12 During the drop detect subsystem calibration, the printhead height reference was reported as too
low.

Recommended action for customers

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality is unacceptable, from the Home menu, select Support Tools, then Maintenace, then
Calibration/Cleaning / Advance Calibration Support, then Clean the Printhead.

3. From the Calibration/Cleaning / Advance Calibration Support menu, select Print Quality Report.

4. Look at the colored bars on the print quality report. If there are white lines crossing the colored bars, run
the Clean the Printhead routine a couple more times until the lines go away.

5. If the white lines do not disappear and the print quality continues to be unacceptable, please contact
customer support.

Recommended action for call-center agents and onsite technicians

1. This is an informational code only. In rare cases, the print quality may be negatively affected.

2. If the print quality is unacceptable, from the Home menu, select Support Tools, then Maintenance, then
Calibration/Cleaning, then Advance Calibration Support, then Clean the Printhead.

3. From the Calibration/Cleaning menu, select Advance Calibration Support, then Print a Print Quality Report.

460 Chapter 23 61.wx.yz error codes ENWW

 4. Look at the colored bars on the print quality report. If there are white lines crossing the colored bars, run
the Clean the Printhead routine a couple more times until the lines go away.

5. If the white lines do not disappear and the print quality continues to be unacceptable, send an onsite
technician to perform the following steps.

6. From the Service / Advance Service menu, select Calibration/Cleaning, then run the Calibrate printbar and
perform drop detect routine.

7. If the calibration passes, check if the print quality is now acceptable. If so, no further action is required.

8. If the calibration fails, check the event log to see if another 61.67.1z error was logged. If so, continue
troubleshooting below. If a different error was logged, troubleshoot that error code.

9. From the Service /Advance Service / Component Tests / Printhead Assembly Motors menu, run the
Printhead Lift System Test.

10. The reported Lift Down Stopping Accuracy value should be +/- 5. If it shows Fail due to a stopping accuracy
out of range ( > +/- 5 counts), perform the following steps.

a. Extract the left duplexer and look inside the print zone for paper debris or other foreign objects that
may be obstructing the printhead as it moves down.

b. Remove any paper debris or foreign objects and re-install the left duplexer.

c. Repeat the Printhead Lift System Test a couple of times.

d. If the Lift Down Stopping Accuracy continues to be out of range, escalate the issue using the Standard
Support Process.

11. If the Lift Down Stopping Accuracy is within range, run the Calibrate the Drop Detect Subsystem routine
again.

▲ If the calibration continues to fail and the event log records a 61.67.1z error code again, escalate the
issue using the Standard Support Process.

12. If the Printhead Lift System Test fails due to the Lift Down Average Force being out of range, perform the
following steps.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the printhead. With the right hand, pull the lift gear
towards the front of the unit to release it from the worm gear and move the printhead up and down
checking for mechanical binding or obstructions.

d. If the lift mechanism works okay, lift the printhead till it stops.

e. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

f. If the lift mechanism has excessive friction, replace the printhead assembly.

Part number: A7W93-67069

ENWW 61.67.1z 461

 For instructions: See the Repair Service Manual for this product.

g. After replacing the printhead assembly, run the Calibrate the Drop Detect Subsystem routine again
and confirm the calibration now passes.

13. From the Service / Advance Service / Status menu, select the Drop Detect Status menu, and verify that the
Drop Detect Status is Enabled and all sensors show OK.

462 Chapter 23 61.wx.yz error codes ENWW

61.68.90
The internal color density setting has been reset to factory defaults.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

ENWW 61.68.90 463

 61.68.94
The color density calibration has passed.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

61.68.9z
An error occurred while performing the Calibrate the Color Density routine.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.68.91 The color density calibration plot density values are higher than excepted.

● 61.68.92 The color density calibration failed due to a logical error and must be re-run.

● 61.68.93 The color density values exceed the expected limits.

Recommended action for customers

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

5. From the Settings menu, selectGeneral, then Restore to Factory Defaults.

6. From the Support Tools, Maintenance, Calibration/ Cleaning, Advanced Calibration Support run the Calibrate
Print Quality routine.

7. If the calibration routine fails, attempt to calibrate the image sensor.

a. From the Support Tools, Maintenance, Calibration/ Cleaning, Advanced Calibration Support run the
Calibrate Image Sensor routine.

b. If the calibrate the image sensor routine passes, repeat the Calibrate Print Quality routine. If it passes,
no more actions are required.

8. If the calibration(s) continue to fail and/or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

464 Chapter 23 61.wx.yz error codes ENWW

 3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

5. From the Settings menu, selectGeneral, then Restore to Factory Defaults.

6. From the Support Tools, Maintenance, Calibration/ Cleaning, Advanced Calibration Support run the Calibrate
Print Quality routine.

7. If the calibration routine fails, attempt to calibrate the image sensor.

a. From the Support Tools, Maintenance, Calibration/ Cleaning, Advanced Calibration Support run the
Calibrate Image Sensor routine.

b. If the calibrate the image sensor routine passes, repeat the Calibrate Print Quality routine. If it passes,
no more actions are required.

8. If the calibration(s) continue to fail and/or the error persists, send an onsite technician to perform the
following steps.

9. From the Service Advace Service / Calibration/Cleaning menu, select Advance Print Quality Pages, then
Nozzle Health Page. Carefully check for groups of adjacent missing nozzles. If found, perform the following.

▲ Run the Clean the Printhead routine then the Run Drop Detect routine. Evaluate and repeat if needed
until the missing nozzles are fixed.

10. From the Support Tools, Maintenance, Calibration/ Cleaning, Advanced Calibration Support run the Calibrate
Print Quality routine.

11. If the calibrate the color density routine fails, check the event log to confirm which codes were logged
again.

12. For 61.68.92, turn the printer off, and then on. Run the Calibrate Print Quality routine again.

a. If the calibrate the color density routine fails, check the event log to confirm the code and follow the
recommended actions for that code.

b. If the calibrate the color density routine fails, and the event log recorded another 61.68.92 error,
replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

c. If the error persists after replacing the image sensor, escalate the issue using the Standard Support
Process.

d. If the calibrate the color density routine passes, no more actions are required.

13. For 61.68.91 or 61.68.93, from the Support Tools menu, select Manitenance, then Calibration/Cleaning /
Advanced Calibration Support, then run the Calibrate Image Sensor routine.

ENWW 61.68.9z 465

 a. If the calibrate the image sensor routine fails, check the event log to confirm the code and follow the
recommended actions for that code.

b. If the calibrate the image sensor routine fails, and a 61.68.91 or 61.68.93 was again recorded,
replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

c. If the calibrate the image sensor routine passes, run the Calibrate Print Quality routine again. If it
passes, no more actions are required.

d. If the calibration(s) continue to fail or the error persists after replacing the image sensor, escalate the
issue using the Standard Support Process.

466 Chapter 23 61.wx.yz error codes ENWW

61.68.A0
The internal printhead alignment setting has been reset to factory defaults.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

ENWW 61.68.A0 467

 61.68.A4
The printhead alignment calibration has passed.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

61.68.Az
The Printhead Alignment Calibration failed due to print quality defects in the calibration plots.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.68.A1 Too many invalid targets. Pen alignment calibration plot is missing reference lines required to
calibrate.

● 61.68.A2 Alignment out of bounds. Pen alignment reference lines are misaligned beyond expected limits.

Recommended action for customers

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

5. From the Support Tools, Maintenance menu, select Calibration/ Cleaning,, then Advanced Calibration
Support , then Clean the Printhead.

6. From the Settings menu, select General, select Restore to Factory Defaults.

7. From the Support Tools, Maintenance menu, select Calibration/ Cleaning,, then Advanced Calibration
Support , then Align the Printhead.

8. If the Align the Printhead calibration fails or the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the source tray and check the tray contains only unused plain bond media. HP recommends ColorLok
paper for optimum results.

2. Check that the paper size guides are set correctly.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If the printer configuration has a universal tray, make sure the paper is loaded in long edge feed
orientation.

468 Chapter 23 61.wx.yz error codes ENWW

 5. From the Support Tools, Maintenance menu, select Calibration/ Cleaning,, then Advanced Calibration
Support select Clean the Printhead.

6. From the Settings menu, select General, select Restore to Factory Defaults.

7. From the Support Tools, Maintenance menu, select Calibration/ Cleaning,, then Advanced Calibration
Support , trun the Align the Printhead routine.

8. If the Align the Printhead calibration fails or the error persists (check the event log), send an onsite
technician to perform the following steps.

9. From the Service Advace Service / Calibration/Cleaning menu, select Advance Print Quality Pages, then
Nozzle Health Page. Carefully check for groups of adjacent missing nozzles. If found, perform the following.

a. Run the Clean the Printhead routine then the Run Drop Detect routine. Evaluate and repeat if needed
until the missing nozzles are fixed.

b. Once the missing nozzles are fixed, run the Align the Printhead routine again.

10. If the nozzle health report shows no groups of adjacent missing nozzles or other print quality artifacts, but
the calibration continues to fail with 61.68.Az errors, replace the image sensor.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

61.A0.11
Printer performance may have been impacted by multiple tries to pick paper from tray 2 or tray 3.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Ensure the printer’s operating environment is within the supported temperature and humidity ranges.

2. Ensure the paper being used meets printer specifications.

3. The paper in use may have been previously used or is too old. Try a fresh ream of paper.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Ensure the printer’s operating environment is within the supported temperature and humidity ranges.

2. Ensure the paper being used meets printer specifications.

3. The paper in use may have been previously used or is too old. Try a fresh ream of paper.

4. If the error persists, escalate the issue using the Standard Support Process.

61.A1.5D
The reported tray 1 paper size is out of range.

ENWW 61.A0.11 469

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Check that the tray 1 paper size guides are set correctly.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Check that the tray 1 paper size guides are set correctly.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service menu, run the Tray 1 Calibration routine. If the calibration passes, print from tray 1 using
different paper orientations and sizes to confirm functionality.

4. If the calibration fails, check for a damaged cable and connectors while reseating the FFC between the tray
width detection sensor and the width adjust PCA (J2). If damage is found, replace the tray 1 assembly.

Part number: A7W93-67057

5. Check for a damaged cable and connectors while reseating the FFC between the width adjust PCA (J1) and
the left door distribution PCA (J3). If damage is found, replace the tray 1 assembly.

Part number: A7W93-67057

6. If the error persists, replace the tray 1 assembly.

Part number: A7W93-67057

61.A1.F1
The tray 1 lower separation roller is not installed correctly.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Send another print job from tray 1.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send another print job from tray 1.

3. If the error persists, send an onsite technician to perform the following steps.

470 Chapter 23 61.wx.yz error codes ENWW

 4. Remove the lower separation roller. Make sure the pin mounted in the lower separation shaft is inserted in
the clutch groove.

5. Reinstall the lower separation roller and make sure the one–way clutch did not move out of the pin while
installing the roller.

NOTE: When installed correctly, the lower separation roller should rotate freely in the clockwise (CW)
direction. When turning in the counter clockwise (CCW) direction, some resistance should be felt.

6. From the Service / Advance Service / Component Tests / Tray Motors menu, run the Pick motor test for tray
1. Run the motor test in both directions. If no error is reported, print from tray 1 to confirm functionality.

7. If the error persists, replace all the parts that come with the tray 1 roller kit.

NOTE: This kit contains a new one-way clutch.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

8. If the error persists, replace the tray 1 assembly.

Part number: A7W93-67057

61.A1.y2
A tray 1 motor error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

y = Motor type

● 61.A1.B2 The tray 1 separation motor stalled.

● 61.A1.D2 The tray 1 pick motor stalled.

Recommended action for customers

1. Clear any paper or obstructions from the paper path and then turn the printer off, and then on.

2. Attempt to print from tray 1.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from the paper path and then turn the printer off, and then on.

2. Attempt to print from tray 1.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests / Tray Motors menu, run the indicated motor test
forwards and backwards for tray 1 to confirm the error condition.

ENWW 61.A1.y2 471

 Error code Servicemenu motor test name

61.A1.B2 Separation motor

61.A1.D2 Pick motor

5. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.A1.B2 Check the connection between the tray 1 separation motor and
the left door distribution PCA (J2).

61.A1.D2 Check the connection between the tray 1 pick motor and the left
door distribution PCA (J5).

6. If damage is found, or the error persists after reseating the connections, replace the tray 1 assembly.

Part number: A7W93-67057

61.A1.yz
A tray 1 motor error has occurred. A jam or obstruction can cause these errors.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

y= Motor type

z = Failure type

● 61.A1.B1 The tray 1 separation motor stalled for an unknown reason.

● 61.A1.D1 The tray 1 pick motor stalled for an unknown reason.

● 61.A1.BE A higher than normal current drawn from the motor controller on the main PCA caused the tray 1
separation motor to stall.

● 61.A1.DE A higher than normal current drawn from the motor controller on the main PCA caused the tray 1
pick motor to stall.

Recommended action for customers

1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that the paper loaded in tray 1 is supported.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from paper path and then press Ok.

2. Make sure that the paper loaded in tray 1 is supported.

3. If the error persists, send an onsite technician to perform the following steps.

472 Chapter 23 61.wx.yz error codes ENWW

 4. Check that the pick and separation rollers can rotate freely. Check them for wear and/or damage. If
necessary, replace the tray 1 roller kit.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

5. From the Service / Advance Service / Component Tests / Tray Motors menu, run the indicated tray 1 motor
test forward and backwards. If the error persists, replace the indicated assembly.

Error code Servicemenu motor test name Part description Part number

61.A1.B1 61.A1.BE Separation motor Tray 1 assembly A7W93-67057

61.A1.D1, 61.A1,DE Pick motor Tray 1 assembly A7W93-67057

61.A2.DB
The tray 2 pick clutch has become disconnected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Check for a damaged cable and connectors while reseating the cable between the tray 2 pick clutch and the
tray 2 (tandem A4 left) separation distribution PCA (J3).

4. If the cable is damaged replace the tray 2 pick drive clutch.

Part number: A7W93-67078

For instructions: See the Repair Service Manual for this product.

5. If the connector is damaged, replace the tray 2 pick and separation kit.

Part number: A7W93-67031

Instructions for tray : See the Repair Service Manual for this product.

61.Ax.0D
The paper size in the indicated tray is out of range.

● Recommended action for customers

ENWW 61.A2.DB 473

 ● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A4.0D The A3 accessory upper tray paper size is out of range.

● 61.A5.0D The A3 accessory middle tray paper size is out of range.

● 61.A6.0D The A3 accessory lower tray paper size is out of range.

● 61.A9.0D The A3 accessory tray paper size is out of range.

Recommended action for customers

1. Open the tray and confirm the paper size guides are set correctly.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and confirm the paper size guides are set correctly.

2. If the error persists, send an onsite technician to perform the following steps.

3. Remove the A3 tray and inspect the paper guides for damage. Check both size detect sensor actuators
move as the paper width guide moves to different positions. If the guides are broken or the size sensor
actuators are missing or damaged, replace the A3 accessory tray.

Part number: A7X02-67006

For instructions: See the Repair Service Manual for this product.

4. Check for a damaged cable and connectors while reseating the FFC between the tray width detection
sensor and the separation distribution PCA (J5). If the cable is damaged, replace the paper size sensor FFC
that comes in the singulation FFC kit.

Part number: A7W93-67015

5. Check for a damaged cable and connectors while reseating the FFC between the tray paper length
detection sensor and the tray distribution PCA (J9). If the cable is damaged, replace the paper size sensor
FFC that comes in the 3x550-Sheet paper tray FFC kit.

Part number: A7W95-67013

6. If the error persists, replace the length and width paper size detect sensors.

NOTE: The length and width paper size detect sensors have the same part number.

Part number: A7W93-67023

For instructions: See the Repair Service Manual for this product.

61.Ax.29
The lift plate up sensor malfunctioned for the indicated tray. The plate did not reach the lift up sensor in the
allotted time.

● Recommended action for customers

474 Chapter 23 61.wx.yz error codes ENWW

 ● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A2.29 The tray 2 lift plate up sensor malfunctioned.

● 61.A3.29 The tray 3 lift plate up sensor malfunctioned.

● 61.A4.29 The A3 accessory upper tray lift plate up sensor malfunctioned.

● 61.A5.29 The A3 accessory middle tray lift plate up sensor malfunctioned.

● 61.A6.29 The A3 accessory lower tray lift plate up sensor malfunctioned.

● 61.A7.29 The HCI left tray lift plate up sensor malfunctioned.

● 61.A8.29 The HCI right tray lift plate up sensor malfunctioned.

● 61.A9.29 The A3 accessory tray lift plate up sensor malfunctioned

Recommended action for customers

1. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found before re-installing the tray.

2. Reinstall the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found before re-installing the tray.

2. Reinstall the tray.

3. If the error persists, send an onsite technician to perform the following steps.

4. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found and keep the tray removed for the next step.

5. From the Service / Advance Service / Sensors / Tray Sensors menu, run the Lift Plate Up sensor test for the
indicated tray. The sensor should show Down when the tray is removed.

6. If the sensor shows Up, manually toggle the lift plate up sensor and check that the control panel displays
the corresponding position.

NOTE: There are two plastic sensor actuators. The actuator for the lift plate up sensor is closest to the
rear of the printer and is the smaller of the two.

7. If the sensor is not functioning correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

ENWW 61.Ax.29 475

 61.Ax.2A
The indicated tray is overfilled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A2.2A Tray 2 is overfilled.

● 61.A3.2A Tray 3 is overfilled.

● 61.A4.2A The A3 accessory upper tray is overfilled.

● 61.A5.2A The A3 accessory middle tray is overfilled.

● 61.A6.2A The A3 accessory lower tray is overfilled.

● 61.A7.2A The HCI left tray is overfilled.

● 61.A8.2A The HCI right tray is overfilled.

● 61.A9.2A The A3 accessory tray is overfilled.

Recommended action for customers

1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

3. If the error persists, send an onsite technician to perform the following steps.

4. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found and keep the tray removed for the next step.

5. From the Service / Advance Service / Sensors / Tray Sesnors menu, run the Lift Plate Up sensor test for the
indicated tray. The sensor should show Down when the tray is removed.

6. If the sensor shows Up, manually toggle the lift plate up sensor and check that the control panel displays
the corresponding position.

476 Chapter 23 61.wx.yz error codes ENWW

 NOTE: There are two plastic sensor actuators. The actuator for the lift plate up sensor is closest to the
rear of the printer and is the smaller of the two.

7. If the sensor is not functioning correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

61.Ax.39
The tray empty sensor for the indicated tray has malfunctioned. The paper presence sensor stayed tripped after
the tray was opened.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A2.39 The tray 2 empty sensor malfunctioned.

● 61.A3.39 The tray 3 empty sensor malfunctioned.

● 61.A4.39 The A3 accessory upper tray empty sensor malfunctioned.

● 61.A5.39 The A3 accessory middle tray empty sensor malfunctioned.

● 61.A6.39 The A3 accessory lower tray empty sensor malfunctioned.

● 61.A7.39 The HCI left tray empty sensor malfunctioned.

● 61.A8.39 The HCI right tray empty sensor malfunctioned.

● 61.A9.39 The A3 accessory tray empty sensor malfunctioned.

Recommended action for customers

1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

ENWW 61.Ax.39 477

 3. If the error persists, send an onsite technician to perform the following steps.

4. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found and keep the tray removed for the next step.

5. From the Service / Advance Service / Sensors / Tray Sesnors menu, run the Tray Empty sensor test for the
indicated tray. The sensor should show Empty when tray is removed.

6. If the sensor shows Not Empty, manually toggle the tray empty sensor flag and check that the control
panel displays the corresponding position.

NOTE: There are two plastic sensor actuators. The actuator for the tray empty sensor is closest to the
front of the printer and the larger of the two.

7. If the sensor is not functioning correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

61.Ax.3A
The indicated tray is overfilled. The tray empty sensor was tripped as soon as the tray was closed and before the
lift plate began to lift.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A2.3A Tray 2 is overfilled.

● 61.A3.3A Tray 3 is overfilled.

● 61.A4.3A The A3 accessory upper tray is overfilled.

● 61.A5.3A The A3 accessory middle tray is overfilled.

● 61.A6.3A The A3 accessory lower tray is overfilled.

● 61.A7.3A The HCI left tray is overfilled.

● 61.A8.3A The HCI right tray is overfilled.

● 61.A9.3A The A3 accessory tray is overfilled.

478 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and verify that the paper stack is below the maximum limit as indicated by the mark on the
tray. Remove sheets of paper if needed, then close the tray.

2. If the error persists, remove the tray completely and inspect inside the printer for any jammed sheets of
paper or paper remnants. Remove any paper found before re-installing the tray.

3. If the error persists, send an onsite technician to perform the following steps.

4. Remove the tray completely and inspect inside the printer for any jammed sheets of paper or paper
remnants. Remove any paper found and keep the tray removed for the next step.

5. From the Service / Advance Service / Sensors / Tray Sesnors menu, run the Tray Empty sensor test for the
indicated tray. The sensor should show Empty when the tray is removed.

6. If the sensor shows Not Empty, manually toggle the tray empty sensor flag and check that the control
panel displays the corresponding position.

NOTE: There are two plastic sensor actuators. The actuator for the tray empty sensor is closest to the
front of the printer and the larger of the two.

7. If the sensor is not functioning correctly, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

61.Ax.49
The tray open sensor for the indicated tray has malfunctioned. The tray open sensor did not trip when the tray
was opened.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

● 61.A2.49 The tray 2 open sensor malfunctioned.

● 61.A3.49 The tray 3 open sensor malfunctioned.

● 61.A4.49 The A3 accessory upper tray open sensor malfunctioned.

ENWW 61.Ax.49 479

 ● 61.A5.49 The A3 accessory middle tray open sensor malfunctioned.

● 61.A6.49 The A3 accessory lower tray open sensor malfunctioned.

● 61.A7.49 The HCI left tray open sensor malfunctioned.

● 61.A8.49 The HCI right tray open sensor malfunctioned.

● 61.A9.49 The A3 accessory tray open sensor malfunctioned.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, open the source tray and check that the paper size guides are set correctly.

3. Slide the tray in and out. The control panel should display Close Tray <x> when the tray is open.

4. If the error persists when the tray is closed, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, open the source tray and check that the paper size guides are set correctly.

3. Slide the tray in and out. The control panel should display Close Tray <x> when the tray is open.

4. If the error persists when the tray is closed, send an onsite technician to perform the following steps.

5. Remove the tray and inspect the magnet that is located in the right-rear corner of the tray.

▲ If the magnet is missing, remove the rear case and check the base of the printer for the missing
magnet. Reinstall the magnet if it is found. If the magnet cannot be found, replace the tray.

6. From the Service / Advance Service / Sensors / Tray Sesnors menu, run the Tray Open sensor test for the
indicated tray. The sensor should show Closed when the tray is closed and Open when tray is pulled out.

7. If the error persists, check for damaged cables and connectors, while reseating the indicated FFCs. If
damage is found, or the error persists after reseating, replace the indicated FFC.

Error code Reseat the FFCs between Part description (kit contains Part number
these PCAs required FFC)

61.A2.49 Tray/door sensor to the main RRL FFC kit A7W93-67006

PCA (J39)

61.A3.49 RRL PCA (J1) to the main PCA RRL FFC kit A7W93-67006
(J5)

61.A4.49 RRL PCA (J1) to the main PCA 3x550-sheet paper tray FFC A7W95-67013
(J5) kit

61.A5.49 Tray/door sensor to tray 3x550-sheet paper tray FFC A7W95-67013

distribution PCA (J6) kit

61.A6.49 Tray/door sensor to tray 3x550-sheet paper tray FFC A7W95-67013

distribution PCA (J6) kit

61.A7.49 Tray/door sensor to tray HCI FFC kit A7W97-67005

distribution PCA (J6)

480 Chapter 23 61.wx.yz error codes ENWW

 61.A8.49 Tray/door sensor to tray HCI FFC kit A7W97-67005
distribution PCA (J6)

61.A9.49 Tray/door sensor to tray 3x550-sheet paper tray FFC A7W95-67013

distribution PCA (J6) kit

8. If the error persists, replace the indicated PCA.

Instructions for tray tray/door presence sensor: See the Repair Service Manual for this product.

Instructions for HCI presence sensor tray/door presence sensor: See the Repair Service Manual for this
product.

Error code Part description Part number

61.A2.49 Tray/door presence sensor A7W93-67040

61.A3.49 Right rear lower PCA A7W93-67028

61.A4.49 Tray/door presence sensor A7W93-67040

61.A5.49 Tray/door presence sensor A7W93-67040

61.A6.49 Tray/door presence sensor A7W93-67040

61.A7.49 Tray/door presence sensor A7W93-67040

61.A8.49 Tray/door presence sensor A7W93-67040

61.A9.49 Right rear lower PCA A7W93-67028

61.Ax.5D
The paper size in the indicated tray is out of range.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A2.5D The tray 2 paper size is out of range.

● 61.A3.5D The tray 3 paper size is out of range.

Recommended action for customers

1. Open the tray and confirm the paper size guides are set correctly.

NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and confirm the paper size guides are set correctly.

ENWW 61.Ax.5D 481

 NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

2. If the error persists, send an onsite technician to perform the following steps.

3. Remove the tray and inspect the paper guides for damage.

NOTE: If the base configuration of the printer includes two A4 tandem trays, then tray 2 is the A4 tandem
left tray. Otherwise, tray 2 is the main A3 universal tray.

a. For the main A3 universal tray: Check both the length and width size detect sensor actuators. For the
width detect actuator, check that the barrel rotates as the paper guides moves to different positions.
For the length detect actuator, check that the link on the bottom of the tray is not broken, check the
spring on the rear actuator is not missing and confirm the rear actuator slides as the paper guides
moves to different positions. If the guides or the actuators are broken or if the barrel or spring are
missing or damaged, replace the tray.

Part number: A7X02-67006 (Tray 2 – main A3 universal tray)

For instructions: See the Repair Service Manual for this product.

b. For the A4 tandem right or left tray: Check that the size detect sensor barrel actuator rotates as the
paper width guides moves to different positions. If the guides are broken or the barrel is missing or
damaged, replace the tray.

Part number: A7W97-67008 (HCI left tray)

For instructions: See the Repair Service Manual for this product.

Part number: A7W97-67012 (HCI right tray)

For instructions: See the Repair Service Manual for this product.

4. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.A2.5D (Tray 2, main A3 universal tray) Width detection sensor: check the connection between the tray
width detection sensor and the separation distribution PCA (J5).

Length detection sensor: check the connection between the tray

length detection sensor and the main PCA (J49).

61.A2.5D (Tray 2, A4 tandem left tray) Check the connection between the tray detection sensor and the
separation distribution PCA (J5).

61.A3.5D (Tray 3, A4 tandem right tray) Check the connection between the tray detection sensor and the
separation distribution PCA (J5).

5. If a damaged cable or connectors are found, replace the indicated part.

Error code Part description Part number

61.A2.5D (Tray 2, main A3 universal tray) Width detection sensor: paper size sensor A7W93-67015
FFC that comes in the singulation FFC kit

Length detection sensor: paper size A7W93-67011

sensor FFC that comes in the MPCA FFC
kit

482 Chapter 23 61.wx.yz error codes ENWW

 61.A2.5D (Tray 2, A4 tandem left tray) Paper size sensor FFC that comes in the A7W93-67015
singulation FFC kit

61.A3.5D (Tray 3, A4 tandem right tray) Paper size sensor FFC that comes in the A7W93-67015
singulation FFC kit

6. If the error persists, replace the paper size detect sensor.

NOTE: There is a single part number for the paper size detect sensor and it can be used in both the A4
and A3 size trays.

Part number: A7W93-67023

61.Ax.6D
The paper size in the indicated tray is out of range.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Tray

● 61.A7.6D The A4 HCI left tray paper size is out of range.

● 61.A8.6D The A4 HCI right tray paper size is out of range.

Recommended action for customers

1. Open the tray and confirm the paper size guides are set correctly.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and confirm the paper size guides are set correctly.

2. If the error persists, send an onsite technician to perform the following steps.

3. Remove the tray and inspect the paper guides for damage. Check that the size detect sensor actuator
moves as the paper width guides moves to different positions. If the guides are broken or the actuator is
missing or damaged, replace the A4 HCI tray.

Part number: A7W97-67008 (A4 HCI left tray)

For instructions: See the Repair Service Manual for this product.

Part number: A7W97-67012 (A4 HCI right tray)

For instructions: See the Repair Service Manual for this product.

ENWW 61.Ax.6D 483

 4. Check for a damaged cable and connectors while reseating the FFC between the tray detection sensor and
the separation distribution PCA (J5). If the cable is damaged, replace the paper size sensor FFC that comes
in the singulation FFC kit.

Part number: A7W93-67015

5. If the error persists, replace the paper size detect sensor.

Part number: A7W93-67023

For instructions: See the Repair Service Manual for this product.

61.Ax.A2
A tray motor error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

● 61.A2.A2 The tray 2 lift motor stalled.

● 61.A3.A2 The tray 3 lift motor stalled.

● 61.A4.A2 The A3 accessory upper tray lift motor stalled.

● 61.A5.A2 The A3 accessory middle tray lift motor stalled.

● 61.A6.A2 The A3 accessory lower tray lift motor stalled.

● 61.A7.A2 The HCI left tray lift motor stalled.

● 61.A8.A2 The HCI right tray lift motor stalled.

● 61.A9.A2 The A3 accessory tray lift motor stalled.

Recommended action for customers

1. Turn the printer off.

2. Open the indicated tray and check if the shipping card box is still in place. Remove it if necessary.

3. Remove the tray from the printer and remove the paper from it. Turn the gear on the back of the tray and
check that the lift plate can be raised manually without obstruction.

4. Load the paper back in to the tray and adjust the paper guides. Reinstall the tray.

5. Turn the printer on and attempt to print from the same tray.

6. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Open the indicated tray and check if the shipping card box is still in place. Remove it if necessary.

484 Chapter 23 61.wx.yz error codes ENWW

 3. Remove the tray from the printer and remove the paper from it. Turn the gear on the back of the tray and
check that the lift plate can be raised manually without obstruction.

4. Load the paper back in to the tray and adjust the paper guides. Reinstall the tray.

5. Turn the printer on and attempt to print from the same tray.

6. If the error persists, send an onsite technician to perform the following steps.

7. From the Service / Advance Service / Component Tests / Tray Motors menu, run the lift test for the
indicated input tray to confirm the error condition.

Error code Servicemenu motor test name (for input tray)

61.A2.A2 Lift (tray 2)

61.A3.A2 Lift (tray 3)

61.A4.A2 Lift (tray 3 / tray 4) (If the printer has an A3 universal tray, go to
tray 3 motors, if the printer has two A4 tandem trays, then go to
tray 4 motors.)

61.A5.A2 Lift (tray 4 / tray 5) (If the printer has an A3 universal tray, go to
tray 4, if the printer has two A4 tandem trays, then go to tray 5.)

61.A6.A2 Lift (tray 5 / tray 6) (If the printer has an A3 universal tray, go to
tray 5, if the printer has two A4 tandem trays, then go to tray 6.)

61.A7.A2 Lift (tray 3 / tray 4) (If the printer has an A3 universal tray, go to
tray 3, if the printer has two A4 tandem trays, then go to tray 4.)

61.A8.A2 Lift (tray 4 / tray 5) (If the printer has an A3 universal tray, go to
tray 4, if the printer has two A4 tandem trays, then go to tray 5.)

61.A9.A2 Lift (tray 3 / tray 4) (If the printer configuration has an A3

universal tray, go to tray 3 motors, if the printer has two A4
tandem trays, then go to tray 4 motors.)

8. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.A2.A2 Check the connection between the tray 2 lift motor and the
separation distribution PCA (J6).

61.A3.A2 Check the connection between the tray 3 lift motor and the
separation distribution PCA (J6).

61.A4.A2 Check the connection between the A3 accessory upper tray lift
motor and the separation distribution PCA (J6).

61.A5.A2 Check the connection between the A3 accessory middle tray lift
motor and the separation distribution PCA (J6).

61.A6.A2 Check the connection between the A3 accessory lower tray lift
motor and the separation distribution PCA (J6).

61.A7.A2 Check the connection between the HCI left tray lift motor and
the separation distribution PCA (J6).

61.A8.A2 Check the connection between the HCI right tray lift motor and
the separation distribution PCA (J6).

61.A9.A2 Check the connection between the A3 accessory tray lift motor
and the separation distribution PCA (J6).

ENWW 61.Ax.A2 485

 9. If damage is found, replace the damaged FFC from the singulation FFC kit.

NOTE: The part number is the same for all trays.

Part number: A7W93-67015

10. If the error persists after reseating the connections, replace the indicated tray lift assembly.

Instructions for tray 2 (A3) or tray 3 (A4) lift assembly: See the Repair Service Manual for this product.

Instructions for 1x550- and 3x550-sheet feeder lift assembly: See the Repair Service Manual for this
product.

Instructions for HCI tray lift motor assembly: See the Repair Service Manual for this product.

Error code Part description Part number

61.A2.A2 Tray lift assembly A7W93-67022

61.A3.A2 Tray lift assembly A7W93-67022

61.A4.A2 Tray lift assembly A7W93-67022

61.A5.A2 Tray lift assembly A7W93-67022

61.A6.A2 Tray lift assembly A7W93-67022

61.A7.A2 HCI tray lift motor assembly A7W97-67006

61.A8.A2 HCI tray lift motor assembly A7W97-67006

61.A9.A2 Tray lift assembly A7W93-67022

11. Run the motor test again to confirm functionality.

61.Ax.Az
An internal motor error has occurred. A jam or obstruction can cause these errors. The lift plate may be jammed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

z = Failure type

● 61.A2.A1 The tray 2 lift motor stalled for an unknown reason.

● 61.A3.A1 The tray 3 lift motor stalled for an unknown reason.

● 61.A4.A1 The A3 accessory upper tray lift motor stalled for an unknown reason.

● 61.A5.A1 The A3 accessory middle tray lift motor stalled for an unknown reason.

● 61.A6.A1 The A3 accessory lower tray lift motor stalled for an unknown reason.

● 61.A7.A1 The HCI left tray lift motor stalled for an unknown reason.

● 61.A8.A1 The HCI right tray lift motor stalled for an unknown reason.

486 Chapter 23 61.wx.yz error codes ENWW

 ● 61.A9.A1 The A3 accessory tray lift motor stalled for an unknown reason.

● 61.A2.AE A higher than normal current drawn from the motor controller on the main PCA caused the tray 2
lift motor to stall.

● 61.A3.AE A higher than normal current drawn from the motor controller on the main PCA caused the tray 3
lift motor to stall.

● 61.A4.AE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory upper tray lift motor to stall.

● 61.A5.AE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory middle tray lift motor to stall.

● 61.A6.AE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory lower tray lift motor to stall.

● 61.A7.AE A higher than normal current drawn from the motor controller on the main PCA caused the HCI
left tray lift motor to stall.

● 61.A8.AE A higher than normal current drawn from the motor controller on the main PCA caused the HCI
right tray lift motor to stall.

● 61.A9.AE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory tray lift motor to stall.

Recommended action for customers

1. Open the indicated tray and check if the shipping card box is still in place. Remove it if necessary.

2. Remove the tray from the printer and remove the paper from it. Turn the gear on the back of the tray and
check that the lift plate can be raised manually without obstruction.

3. Load the paper back in to the tray and adjust the paper guides. Reinstall the tray.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the indicated tray and check if the shipping card box is still in place. Remove it if necessary.

2. Remove the tray from the printer and remove the paper from it. Turn the gear on the back of the tray and
check that the lift plate can be raised manually without obstruction.

3. Load the paper back in to the tray and adjust the paper guides. Reinstall the tray.

4. If the error persists, send an onsite technician to perform the following steps.

5. Clear any paper or obstructions from paper path and then press Ok.

6. From the Service / Advance Service / Component Tests / Tray Motors menu, run the lift test for the
indicated input tray. Follow the instructions in the control panel and confirm the test completes with no
errors. If the error persists, replace the indicated assembly.

Instructions for tray 2 (A3) or tray 3 (A4) lift assembly: See the Repair Service Manual for this product.

Instructions for 1x550- and 3x550-sheet feeder lift assembly: See the Repair Service Manual for this
product.

ENWW 61.Ax.Az 487

 Instructions for HCI tray lift motor assembly: See the Repair Service Manual for this product.

Error code Servicemenu motor test name Part description Part number
(for input tray)

61.A2.A1, 61.A2.AE Lift (tray 2) Tray lift assembly A7W93-67022

61.A3.A1, 61.A3.AE Lift (tray 3) Tray lift assembly

61.A4.A1, 61.A4.AE Lift (tray 3 / tray 4) (If the Tray lift assembly
printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

61.A5.A1, 61.A5.AE Lift (tray 4 / tray 5) (If the Tray lift assembly
printer has an A3 universal
tray, go to tray 4, if the printer
has two A4 tandem trays, then
go to tray 5.)

61.A6.A1, 61.A6.AE Lift (tray 5 / tray 6) (If the Tray lift assembly
printer has an A3 universal
tray, go to tray 5, if the printer
has two A4 tandem trays, then
go to tray 6.)

61.A7.A1, 61.A7.AE Lift (tray 3 / tray 4) (If the HCI tray lift motor assembly A7W97-67006
printer has an A3 universal
tray, go to tray 3, if the printer
has two A4 tandem trays, then
go to tray 4.)

61.A8.A1, 61.A8.AE Lift (tray 4 / tray 5) (If the HCI tray lift motor assembly A7W97-67006
printer has an A3 universal
tray, go to tray 4, if the printer
has two A4 tandem trays, then
go to tray 5.)

61.A9.A1, 61.A9.AE Lift (tray 3 / tray 4) (If the Tray lift assembly
printer configuration has an A3
universal tray, go to tray 3
motors, if the printer has two
A4 tandem trays, then go to
tray 4 motors.)

61.Ax.B2
A tray motor error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

● 61.A2.B2 The tray 2 separation motor stalled.

● 61.A3.B2 The tray 3 separation motor stalled

● 61.A4.B2 The A3 accessory upper tray separation motor stalled.

488 Chapter 23 61.wx.yz error codes ENWW

 ● 61.A5.B2 The A3 accessory middle tray separation motor stalled.

● 61.A6.B2 The A3 accessory lower tray separation motor stalled.

● 61.A7.B2 The HCI left tray separation motor stalled.

● 61.A8.B2 The HCI right tray separation motor stalled.

● 61.A9.B2 The A3 accessory tray separation motor stalled.

Recommended action for customers

1. Clear any paper or obstructions from the paper path and then turn the printer off, and then on.

2. Attempt to print from the indicated tray.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from the paper path and then turn the printer off, and then on.

2. Attempt to print from the indicated tray.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests / Tray Motors menu, run the appropriate motor test
forwards and backwards for the indicated input tray to confirm the error condition.

Error code Servicemenu motor test name (for input tray)

61.A2.B2 Separation (tray 2)

61.A3.B2 Separation (tray 3)

61.A4.B2 Separation (tray 3 / tray 4) (If the printer has an A3 universal

tray, go to tray 3 motors, if the printer has two A4 tandem trays,
then go to tray 4 motors.)

61.A5.B2 Separation (tray 4 / tray 5) (If the printer has an A3 universal

tray, then go to tray 4 motors, if the printer has two A4 tandem
trays, then go to tray 5 motors.)

61.A6.B2 Separation (tray 5 / tray 6) (If the printer has an A3 universal

tray, go to tray 5 motors, if printer the has two A4 tandem trays,
then go to tray 6 motors.)

61.A7.B2 Separation (tray 3 / tray 4) (If the printer has an A3 universal

tray, go to tray 3 motors, if the printer has two A4 tandem trays,
then go to tray 4 motors.)

61.A8.B2 Separation (tray 4 / tray 5) (If the printer has an A3 universal

tray, go to tray 4 motors, if the printer has two A4 tandem trays,
then go to tray 5 motors.)

61.A9.B2 Separation (tray 3 / tray 4) (If the printer has an A3 universal

tray, go to tray 3 motors, if the printer has two A4 tandem trays,
then go to tray 4 motors.)

5. Check for a damaged cable and connectors while reseating the indicated FFC.

ENWW 61.Ax.B2 489

 Error code Action

61.A2.B2 Check the connection between the tray 2 separation motor and
the separation distribution PCA (J4).

61.A3.B2 Check the connection between the tray 3 separation motor and
the separation distribution PCA (J4).

61.A4.B2 Check the connection between the A3 accessory upper tray

separation motor and the separation distribution PCA (J4).

61.A5.B2 Check the connection between the A3 accessory middle tray

separation motor and the separation distribution PCA (J4).

61.A6.B2 Check the connection between the A3 accessory lower tray

separation motor and the separation distribution PCA (J4).

61.A7.B2 Check the connection between the HCI left tray separation
motor and the separation distribution PCA (J4).

61.A8.B2 Check the connection between the HCI right tray separation
motor and the separation distribution PCA (J4).

61.A9.B2 Check the connection between the A3 accessory tray separation

motor and the separation distribution PCA (J4).

6. If damage is found, or the error persists after reseating the connections, replace the pick and separation
assembly for the appropriate tray.

NOTE: All trays use the same pick and separation assembly.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

7. Run the motor test again to confirm functionality.

61.Ax.Bz
A tray motor error has occurred. A jam or obstruction can cause these errors.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

z = Failure type

● 61.A2.B1 The tray 2 separation motor stalled for an unknown reason.

● 61.A3.B1 The tray 3 separation motor stalled for an unknown reason.

● 61.A4.B1 The A3 accessory upper tray separation motor stalled for an unknown reason.

● 61.A5.B1 The A3 accessory middle tray separation motor stalled for an unknown reason.

490 Chapter 23 61.wx.yz error codes ENWW

 ● 61.A6.B1 The A3 accessory lower tray separation motor stalled for an unknown reason.

● 61.A7.B1 The HCI left tray separation motor stalled for an unknown reason.

● 61.A8.B1 The HCI right tray separation motor stalled for an unknown reason.

● 61.A9.B1 The A3 accessory tray separation motor stalled for an unknown reason.

● 61.A2.BE A higher than normal current drawn from the motor controller on the main PCA caused the tray 2
separation motor to stall.

● 61.A3.BE A higher than normal current drawn from the motor controller on the main PCA caused the tray 3
separation motor to stall.

● 61.A4.BE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory upper tray separation motor to stall.

● 61.A5.BE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory middle tray separation motor to stall.

● 61.A6.BE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory lower tray separation motor to stall.

● 61.A7.BE A higher than normal current drawn from the motor controller on the main PCA caused the HCI
left tray separation motor to stall.

● 61.A8.BE A higher than normal current drawn from the motor controller on the main PCA caused the HCI
right tray separation motor to stall.

● 61.A9.BE A higher than normal current drawn from the motor controller on the main PCA caused the A3
accessory tray separation motor to stall.

Recommended action for customers

1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that the paper loaded in the indicated tray is supported.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from paper path and then press Ok.

2. Make sure that the paper loaded in the indicated tray is supported.

3. Remove the tray from the printer.

4. Check that the pick arm is installed correctly. Reinstall it if necessary.

5. Check the pick and separation rollers for wear and/or damage. If necessary, replace the tray roller kit.

Part number: A7W93-67082(Tray roller kit (except tray 1))

For instructions: See the Repair Service Manual for this product.

6. If the error persists, send an onsite technician to perform the following steps.

ENWW 61.Ax.Bz 491

 7. From the Service menu, run the Separation motor test forwards and backwards for the indicated input tray.
If the error persists, replace the indicated assembly.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

Error code Servicemenu motor test name Part description Part number
(for input tray)

61.A2.B1, 61.A2.BE Separation (tray 2) Pick and separation kit A7W93-67031

61.A3.B1, 61.A3.BE Separation (tray 3) Pick and separation kit

61.A4.B1, 61.A4.BE Separation (tray 3 / tray 4) (If Pick and separation kit
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

61.A5.B1, 61.A5.BE Separation (tray 4 / tray 5) (If Pick and separation kit
the printer has an A3 universal
tray, then go to tray 4 motors,
if the printer has two A4
tandem trays, then go to tray 5
motors.)

61.A6.B1, 61.A6.BE Separation (tray 5 / tray 6) (If Pick and separation kit
the printer has an A3 universal
tray, go to tray 5 motors, if
printer the has two A4 tandem
trays, then go to tray 6
motors.)

61.A7.B1, 61.A7.BE Separation (tray 3 / tray 4) (If Pick and separation kit
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

61.A8.B1, 61.A8.BE Separation (tray 4 / tray 5) (If Pick and separation kit
the printer has an A3 universal
tray, go to tray 4 motors, if the
printer has two A4 tandem
trays, then go to tray 5
motors.)

61.A9.B1, 61.A9.BE Separation (tray 3 / tray 4) (If Pick and separation kit
the printer has an A3 universal
tray, go to tray 3 motors, if the
printer has two A4 tandem
trays, then go to tray 4
motors.)

61.Ax.F1
The lower separation roller for the indicated tray is not installed correctly.

492 Chapter 23 61.wx.yz error codes ENWW

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Source tray

● 61.A2.F1 The tray 2 lower separation roller is not installed correctly.

● 61.A3.F1 The tray 3 lower separation roller is not installed correctly.

● 61.A4.F1 The A3 accessory upper tray lower separation roller is not installed correctly.

● 61.A5.F1 The A3 accessory middle tray lower separation roller is not installed correctly.

● 61.A6.F1 The A3 accessory lower tray lower separation roller is not installed correctly.

● 61.A7.F1 The HCI left tray lower separation roller is not installed correctly.

● 61.A8.F1 The HCI right tray lower separation roller is not installed correctly.

● 61.A9.F1 The A3 accessory tray lower separation roller is not installed correctly.

Recommended action for customers

1. Remove the tray and check that all three tray rollers are securely installed.

2. If necessary, remove all three rollers and reinstall them.

NOTE: When installed correctly, the lower separation roller should rotate freely in the clockwise (CW)
direction. When turning in the counter clockwise (CCW) direction, some resistance should be felt.

NOTE: If a new tray roller kit was just installed, refer to the included instructions for proper installation.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the tray and check that all three tray rollers are securely installed.

2. If necessary, remove all three rollers and reinstall them.

NOTE: When installed correctly, the lower separation roller should rotate freely in the clockwise (CW)
direction. When turning in the counter clockwise (CCW) direction, some resistance should be felt.

NOTE: If a new tray roller kit was just installed, refer to the included instructions for proper installation.

3. If the error persists, send an onsite technician to perform the following steps.

4. Remove the lower separation roller. Make sure the pin mounted in the lower separation shaft is inserted in
the clutch groove.

5. Reinstall the lower separation roller and make sure the one–way clutch did not move out of the pin while
installing the roller.

NOTE: When installed correctly, the lower separation roller should rotate freely in the clockwise (CW)
direction. When turning in the counter clockwise (CCW) direction, some resistance should be felt.

6. Checked for a damaged cable or connectors while reseating the cable between the tray [x] pick clutch and
the separation distribution PCA (J13).

ENWW 61.Ax.F1 493

 a. If the cable is damaged, replace the pick drive clutch.

Part number: A7W93-67078

Instructions for tray 2 (A3) or tray 3 (A4) tray pick clutch: See the Repair Service Manual for this
product.

Instructions for 1x550-sheet feeder and 3x550-sheet feeder tray pick clutch(es): See the Repair
Service Manual for this product.

b. If the PCA connector is damaged, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

7. From the Service / Advance Service / Component Tests / Tray Motors menu, run the Separation motor test
for the indicated tray. Run the motor test in both directions. If no error is reported, print from the tray to
confirm functionality.

8. If the error persists, replace the pick and separation kit.

Part number: A7W93-67031

Instructions for tray 2/3 See the Repair Service Manual for this product.

Instructions for tray x550 sheet feeder See the Repair Service Manual for this product.

Instructions for HCI left or right trays See the Repair Service Manual for this product.

9. If the error persists, replace the pick drive clutch.

Part number: A7W93-67078

Instructions for tray 2 (A3) or tray 3 (A4) tray pick clutch: See the Repair Service Manual for this product.

Instructions for 1x550-sheet feeder and 3x550-sheet feeder tray pick clutch(es): See the Repair Service
Manual for this product.

61.B2.6z
The printer detected excessive skew from the indicated tray.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Source tray

● 61.B2.60 The printer detected excessive side 2 skew from an unknown tray.

● 61.B2.61 The printer detected excessive skew from tray 1.

● 61.B2.62 The printer detected excessive skew from tray 2.

● 61.B2.63 The printer detected excessive skew from tray 3.

494 Chapter 23 61.wx.yz error codes ENWW

 ● 61.B2.64 The printer detected excessive skew from the A3 accessory upper tray.

● 61.B2.65 The printer detected excessive skew from the A3 accessory middle tray.

● 61.B2.66 The printer detected excessive skew from the A3 accessory lower tray.

● 61.B2.67 The printer detected excessive skew from the HCI left tray.

● 61.B2.68 The printer detected excessive skew from the HCI right tray.

● 61.B2.69 The printer detected excessive skew from the A3 accessory tray.

Recommended action for customers

1. Open the tray and check that the paper size guides are set correctly.

2. Check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the right duplexer.

e. Close the right door and press Ok.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If special paper is being used (heavy, glossy, etc), replace it with plain bond paper and test if the issue still
occurs. Ensure the paper meets the printer specifications.

5. If the error persists, print from a different tray to determine whether the issue is specific to one tray.

a. If the issue is tray specific, from the Support tools / Maintenance menu, check the remaining life for
the appropriate Tray Roller Kit. Replace the tray roller kit if the remaining life is Low, Very Low, or
Empty.

Part number: W1B45A

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [z] Roller kit).

b. If the issue occurs from all trays, from the Support Tools / Maintenance / Calibration/Cleaning /
Advance Support Tools menu, run Calibrate Deskew routine.

6. For 61.B2.60 complete these steps.

a. Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the service fluid container.

Part number: W1B44A

b. Pull out the right duplexer and look for paper or paper remnants on the duplex path floor. Inspect the
bottom side of the right duplexer for damage. If damage is found, please contact customer support.

ENWW 61.B2.6z 495

 7. Send a print job from the same tray. For 61.B2.60 errors, send a duplex print job.

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the tray and check that the paper size guides are set correctly.

2. Check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the right duplexer.

e. Close the right door and press OK.

3. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

4. If special paper is being used (heavy, glossy, etc), replace it with plain bond paper and test if the issue still
occurs. Ensure the paper meets the printer specifications.

5. If the error persists, print from a different tray to determine whether the issue is specific to one tray.

a. If the issue is tray specific, from the Support tools / Maintenance menu, check the remaining life for
the appropriate Tray Roller Kit. Replace the tray roller kit if the remaining life is Low, Very Low, or
Empty.

Part number: A7W93-67039 (Tray 1 roller kit)

For instructions:See the Repair Service Manual for this product.

Part number: A7W93-67082(Tray 2-6 roller kit

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage
Supplies / Reset Supplies / Tray [z] Roller kit).

b. If the issue occurs from all trays, from the Support Tools / Maintenance / Calibration/Cleaning /
Advance Support Tools menu, run Calibrate Deskew routine.

6. For 61.B2.60, complete these steps.

a. Pull out the left duplexer (service fluid container) and check for paper or paper remnants on the
duplex path floor. Inspect the bottom side of the left duplexer for damage. If damage is found, replace
the left duplexer cassette (service fluid container).

Part number: A7W93-67081

For instructions: See the Repair Service Manual for this product.

b. Pull out the right duplexer and look for paper or paper remnants on the duplex path floor. Inspect the
bottom side of the right duplexer for damage. If damage is found, please contact customer support.

7. Send a print job from the same tray. For 61.B2.60 errors, send a duplex print job.

496 Chapter 23 61.wx.yz error codes ENWW

 8. If the error persists, send an onsite technician to perform the following steps.

9. From the Maintenance menu, check the life remaining percentage for each pick roller kit. Replace any kit
showing less than 20% regardless if that specific tray has the skew problem or not.

10. Remove all three pick rollers for the source tray and inspect them for damage or uneven wear. If needed,
replace the tray roller kit for the source tray.

Part number: A7W93-67039 (Tray 1 roller kit)

NOTE: The tray 1 roller kit is not self-replaceable. Send an onsite technician.

For instructions:See the Repair Service Manual for this product.

Part number: W1B45A(Tray roller kit (except tray 1))

For instructions: See the Repair Service Manual for this product.

11. Check the event log for multiple 61.B2.6z error codes. If the error is reported for multiple trays, complete
these steps.

a. Open right door and pull out the right duplexer.

b. Install a magnet to override the right door open sensor.

c. From the Service / Advance Service / Component Tests menu, run the Deskew Front motor test (in the
forward direction). While it is running, reach in and check that the front deskew shaft is turning. If the
shaft is not turning but the motor is running, check the deskew front motor belt. If the belt is broken
or damaged, replace the front deskew drive assembly.

Part number: A7W93-67050

For instructions: See the Repair Service Manual for this product.

d. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center
of the hole in the right side of the frame.

e. From the Service / Advance Service / Component Tests menu, run the Right Door sensor test. The
sensor should show Closed when right door is closed and Open when the right door is open. If the
sensor is not functioning correctly, check if the magnet on the accessory path assembly is missing. If
the right door sensor problem persists, replace the temperature/humidity PCA (right door sensor).

NOTE: The right door sensor is part of the temperature/humidity PCA.

Part number: A7W93-67070

For instructions: See the Repair Service Manual for this product.

f. Check that the right door latch is not damaged and that it keeps the right door securely latched when
the door is closed. If the latch is damaged or the right door shows deformation that prevents the door
from closing, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

ENWW 61.B2.6z 497

 g. On the right door assembly, manually spin each pinch roller and check that the return springs are
functioning correctly when the rollers are depressed. If any of the rollers do not spin or are damaged,
or they do not spring back when depressed, replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

h. Pull out the right duplexer. Check it for damage on the bottom side. Remove any paper remnants.

i. Manually move the back plate flap by turning the gear on the back. Check that the back plate flap is in
the lowest position. If it is jammed or damaged, replace the right duplexer assembly.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

j. Clean the deskew sensors and corresponding reflector it with a dry lint-free cloth.

k. From the Service / Advance Service / Sensors / Deskew Sensors menu, run the Deskew Rear and
Deskew Front sensor tests. Both sensor should show Not Tripped when the right duplexer is inserted
and Tripped when right duplexer is pulled out. If the sensor test fails or shows a status of Clean Now,
clean the surface of the sensor and the corresponding reflector using a dry lint–free cloth.

l. If the reflector is missing, replace it. If it is not flat, misaligned, or off-center, the remove and reinstall
it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered
separately.

Part number: A7W93-67077

m. After cleaning or replacing a reflector, from the Service menu, run the Calibrate Paper Path Sensors
routine. If the calibration passes, send a few print jobs to confirm functionality.

n. If the calibration fails, or the status continues to show Clean Now, check the event log for the failed
sensor. Replace the indicated sensor.

NOTE: After replacing any of these sensors, you must run Calibrate Paper Path Sensors from the
Service / Advance Service / Calibration/Cleaning menu.

For instructions: See the Repair Service Manual for this product.

Error code (event log) Part description Part number

61.B2.1C, 61.B2.1D Deskew rear REDI sensor A7W93-67076

61.B2.2C, 61.B2.2D Deskew front REDI sensor A7W93-67076

o. From the Service / Advance Service / Calibration/Cleaning menu, run the Calibrate Deskew routine. If
the calibration passes, send a few print jobs to confirm functionality.

p. If the calibration fails, from the Service / Advance Service / Calibration/Cleaning menu, check that
Skew Auto Tuning is set to On. Run the Reset Skew Correction Factors for All Trays.

q. From the Service / Advance Service / Calibration/Cleaning menu, run theCalibrate Deskew routine.
Select Print a Dimensional PQ Page(Letter) or Print a Dimensional PQ Page(A4) from the Print Quality
Diagnostic Page list. Inspect the printed diagnostic page for excessive skew and check the event log
for new 61.B2.6z codes.

498 Chapter 23 61.wx.yz error codes ENWW

 r. If skew is evident on the diagnostic page or new codes are logged in the event code, from the
Service / Advance Service / Calibration/Cleaning menu, set Skew Auto Tuning to Off.

s. Again, from the Service / Advance Service / Calibration/Cleaning menu, run theCalibrate Deskew
routine. Select Print a Dimensional PQ Page(Letter) or Print a Dimensional PQ Page(A4) from the Print
Quality Diagnostic Page list. Inspect the printed diagnostic page for excessive skew and check the
event log for new 61.B2.6z codes. If the error persists, escalate the issue using the Standard Support
Process.

t. If the error persists, escalate the issue using the Standard Support Process.

12. From the Service / Advance Service / Calibration/Cleaning menu, check that Skew Auto Tuning is set to On.

13. Select Reset Skew Correction Factors and select the paper size being used in the source tray.

14. From the Service / Advance Service / Calibration/Cleaning menu, under the Print Quality Advanced Tools
menu, run the Calibrate the Deskew Subsystem routine. If the calibration passes, send a few print jobs to
confirm functionality.

15. If the calibration fails, from the Service / Advance Service / Calibration/Cleaning menu, under Deskew
Subsystem, check that Skew Auto Tuning is set to On. Run the Reset Skew Correction Factors for All Trays.

16. From the Print Quality Advanced Tools menu, run the Calibrate the Deskew Subsystem routine. Select Print
a Dimensional PQ Page(Letter) or Print a Dimensional PQ Page(A4) from the Print Quality Diagnostic Page
list. Inspect the printed page for excessive skew and check the event log for new 61.B2.6z codes.

17. If skew is evident on the diagnostic test page or new codes are logged in the event code, from the Service
menu, set Skew Auto Tuning to Off.

18. Again, from the Service / Advance Service / Calibration/Cleaning menu, run theCalibrate Deskew routine.
Select Print a Dimensional PQ Page(Letter) or Print a Dimensional PQ Page(A4) from the Print Quality
Diagnostic Page list. Inspect the printed diagnostic page for excessive skew and check the event log for
new 61.B2.6z codes. If the error persists, escalate the issue using the Standard Support Process.

19. If the error persists, escalate the issue using the Standard Support Process.

61.B5.1z
The duplex diverter motor malfunctioned.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B5.13 The duplex diverter motor stalled while moving towards the airflow assembly.

● 61.B5.14 The duplex diverter motor stalled while moving towards the left door assembly.

● 61.B5.15 The duplex diverter motor did not stop on time while moving towards the airflow assembly.

● 61.B5.16 The duplex diverter motor did not stop on time while moving towards the left door assembly.

Recommended action for customers

1. Open the left door and check behind the duplex guide for any paper, paper remnants or other debris.
Remove any paper or debris found.

2. Close the left door and press Ok.

ENWW 61.B5.1z 499

 3. If the error persists, turn the printer off, then on, and send a duplex print job.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Open the left door and check behind the duplex guide for any paper, paper remnants or other debris.
Remove any paper or debris found.

2. Close the left door and press Ok.

3. If the error persists, turn the printer off, then on, and send a duplex print job.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service Advance Service / Component Tests menu, run the Duplex Diverter motor test in Cycle
Mode to confirm the error condition.

6. Inspect the duplex diverter motor and worm gear for damage or obstructions.

7. If damage is found or the error persists, replace the duplex diverter assembly.

Part number: A7W93-67056

8. For 61.B5.15 and 61.B5.16 complete these steps.

a. Check for excessive clearance between worm gear and the diverter guide gear that would allow the
diverter motor to run free. Reinstall the diverter motor bracket to try and remove any excess
clearance.

b. From the Service Advance Service / Component Tests menu, go to Duplex Diverter test screen, don't
run the test yet.

c. Open the left door and then install a magnet to override the left door open senor.

d. Run the Duplex Diverter motor test in Cycle Mode. Watch the duplex diverter guide moving back and
forth. If the guide is not moving, inspect for gear or guide damage. Replace the left door assembly if
the paper guide is damaged.

Part number: A7W93-67033

For instructions: See the Repair Service Manual for this product.

61.B6.18
The duplex entry sensor failed or unexpected paper was detected when printing from tray 1. The printer may
have picked up more than one sheet at a time (multi-feed).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm that the control panel does not report any doors open then press Ok. Wait for
the printer to resume printing.

500 Chapter 23 61.wx.yz error codes ENWW

 3. If the error persists, check for a jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the left duplexer.

e. Close the left door.

4. Check that the paper size guides are set correctly in tray 1.

5. Ensure the paper being used meets the specifications for the printer.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm that the control panel does not report any doors open then press Ok. Wait for
the printer to resume printing.

3. If the error persists, check for a jam.

a. Open the left door.

b. Pull out (but do not remove) the left duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the left duplexer.

e. Close the left door.

4. Check that the paper size guides are set correctly in tray 1.

5. Ensure the paper being used meets the specifications for the printer.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. If the error persists, send an onsite technician to perform the following steps.

8. From the Maintenance menu, check the remaining life for the Tray 1 Roller Kit. Replace the tray 1 roller kit
if the remaining life status is Low, Very Low or Empty.

NOTE: Replace the torque limiter that is included with the tray 1 roller kit.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller kit).

9. If the tray 1 roller life is good, but multi-feeds are occurring, replace the tray 1 roller kit anyway.

ENWW 61.B6.18 501

 NOTE: Replace the torque limiter that is included with the tray 1 roller kit.

Part number: A7W93-67039

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray 1 Roller kit).

10. From the Support Tools / Service / Adance Service / Component Tests menu, run the Duplex Entry sensor
test. The sensor should show Not Tripped when the left duplexer cassette is fully inserted and Tripped
when the left duplexer cassette is pulled out.

11. If the sensor test fails, clean the surface of the duplex entry sensor and its corresponding reflector on the
left duplexer cassette using a dry lint–free cloth. If the reflector is missing or damaged, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

61.B7.28
The duplex exit sensor failed or unexpected paper was detected when printing from tray 2. The printer may have
picked up more than one sheet at a time (multi-feed).

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm that the control panel does not report any doors open then press Ok. Wait for
the printer to resume printing.

3. If the error persists, check for a jam.

a. Open the left door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the right duplexer.

e. Close the left door.

4. Check that the paper size guides are set correctly in tray 2.

5. Ensure the paper being used meets the specifications for the printer.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. From the Supplies menu, check the remaining life for the Tray 2 Roller Kit. Replace the tray 2 roller kit if the
remaining life status is Low, Very Low or Empty.

Part number: W1B45A

502 Chapter 23 61.wx.yz error codes ENWW

 NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X] Roller kit).

8. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Close all the doors. Confirm that the control panel does not report any doors open then press Ok. Wait for
the printer to resume printing.

3. If the error persists, check for a jam.

a. Open the left door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the right duplexer.

e. Close the left door.

4. Check that the paper size guides are set correctly in tray 2.

5. Ensure the paper being used meets the specifications for the printer.

6. Check the paper stack for sheets with bent corners or other damage. If needed, try a fresh ream of paper.

7. From the Supplies menu, check the remaining life for the Tray 2 Roller Kit. Replace the tray 2 roller kit if the
remaining life status is Low, Very Low or Empty.

Part number: W1B45A(Tray roller kit (except tray 1))

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Support Tools / Maintenance /
Tray 2 Rollers).

8. If the error persists, send an onsite technician to perform the following steps.

9. From the Maintenance menu, check the remaining life for the Tray 2 Roller Kit. Replace the tray 2 roller kit
if the remaining life status is Low, Very Low or Empty.

Part number: A7W93-67082(Tray roller kit (except tray 1))

For instructions: See the Repair Service Manual for this product.

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X] Roller kit).

10. If the tray 2 roller kit life is good, but multi-feeds are occurring, replace the tray 2 roller kit and tray 2
torque limiter.

Part number: A7W93-67082(Tray roller kit (except tray 1))

For instructions: See the Repair Service Manual for this product.

ENWW 61.B7.28 503

 Part number: A7W93-67104 (tray 2 torque limiter)

NOTE: Reset the tray roller kit life counter after the kit has been replaced (Settings / Manage Supplies /
Reset Supplies / Tray [X] Roller kit).

11. From the Service / Advance Service / Component Tests menu, run the Duplex Exit sensor test. The sensor
should show Not Tripped when the right duplexer cassette is fully inserted and Tripped when the right
duplexer cassette is pulled out.

12. If the sensor test fails, clean the surface of the duplex exit sensor and its corresponding reflector on the
right duplexer cassette using a dry lint–free cloth. If the reflector is missing or damaged, replace it.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

61.B7.3z
The duplex exit motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B7.34 The duplex exit motor stalled too soon while moving back plate up.

● 61.B7.36 The duplex exit motor did not stop at the expected position while moving back plate up.

Recommended action for customers

1. Check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

d. Reinsert the right duplexer.

e. Close the right door and press Ok.

2. If the error persists, turn the printer off, then on, and send a duplex print job.

NOTE: If the error occurred while running a print quality calibration, repeat the calibration.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Check for a jam.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants found in the duplex area.

504 Chapter 23 61.wx.yz error codes ENWW

 d. Reinsert the right duplexer.

e. Close the right door and press Ok.

2. If the error persists, turn the printer off, then on, and send a duplex print job.

NOTE: If the error occurred while running a print quality calibration, repeat the calibration.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the Duplex Exit Motor test to confirm the
error condition.

5. Inspect the duplex exit path shafts, gear train, and bearings for physical damage. If damage is found,
replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

6. Remove the right duplexer and manually move the back plate assembly by turning the gear on the back. If
it is jammed or damaged, replace the right duplexer assembly.

Part number: A7W93-67032

For instructions: See the Repair Service Manual for this product.

7. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu, run the
Calibrate Image Sensor routine. If the calibration fails, replace the duplex exit drive assembly.

Part number: A7W93-67038

For instructions: See the Repair Service Manual for this product.

61.B9.1z
The standard output bin sensor failed or failed to calibrate.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B9.1C The standard output bin sensor failed to calibrate.

● 61.B9.1D The standard output bin sensor failed.

Recommended action for customers

1. Remove all the paper from the output bin.

2. Inspect the output bin area for any jammed paper, paper remnants or other debris. Remove any items
found.

3. Turn the printer off, and then on.

4. If the error persists, please contact customer support.

ENWW 61.B9.1z 505

 Recommended action for call-center agents and onsite technicians
1. Remove all the paper from the output bin.

2. Inspect the output bin area for any jammed paper, paper remnants or other debris. Remove any items
found.

If the error is occurring with no paper of jam found in the output bin, go to the following document:HP
PageWide Color MFP 780, 785 - 66.A5.1C & 61.B9.1C Bin full messages when output bin is not actually full
- c05872774

3. Turn the printer off, and then on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Sensors menu, run the Bin Full sensor test. The status of the sensor
should show Not Full with the output bin empty and Full when it is filled with paper.

6. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu, run the
Calibrate Paper Path Sensors routine. Follow the instructions on the control panel and check the calibration
results at the end of the process. If the calibration passes, no further action is necessary.

7. If the error persists, remove the output bin, and clean the output bin full sensor with a dry lint- free cloth.

8. Check for a damaged cable and connectors while reseating the FFC between the output bin full sensor and
the left rear lower distribution PCA (J2). If damage is found, replace the output bin sensor FFC.

NOTE: The output bin sensor FFC is part of the left rear upper FFC kit.

Part number: A7W93-67013

9. Reinstall the output bin.

10. Again, from the Service / Advance Service / Sensors menu, run the Bin Full sensor test. The status of the
sensor should show Not Full with the output bin empty and Full when it is filled with paper.

11. From the Service menu, run the Standard Bin Full Sensor Calibration routine. Follow the instructions on the
control panel and check the calibration results at the end of the process. If the calibration passes, no
further action is necessary. If the calibration fails, replace the output bin full sensor.

Part number: A7W93-67064

Instructions for single function printers: See the Repair Service Manual for this product.

Instructions for multi-function printers: See the Repair Service Manual for this product.

Instructions for multi-function printers with inline finisher: See the Repair Service Manual for this product.

61.B9.26
The stack control motor did not find the expected stop position.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

506 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that paper loaded in the source tray is supported.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that paper loaded in the source tray is supported.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the Stack Control Motor test in Cycle
Mode. The status of the sensor should show Not Full with the output bin empty and Full when it is filled
with paper.

5. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu, run the
Calibrate Paper Path Sensors routine. Follow the instructions on the control panel and check the calibration
results at the end of the process. If the calibration passes, no further action is necessary.

6. If the calibration fails, remove the output bin.

7. Inspect the stack control drive assembly for damage. If the gear train is broken or other damage is found,
replace the ejection flap drive assembly.

Part number: A7W93-67049

For instructions: See the Repair Service Manual for this product.

8. Inspect the gear at the rear of the stack control arm shaft for damage. If damage is found, replace the
standard output bin.

Part number: A7W93-67048

For instructions: See the Repair Service Manual for this product.

9. Reinstall the output bin, ensuring the gear on the rear of the stack control arm engages with the gear on
the ejection flap drive assembly.

10. From the Service / Advance Service / Component Tests menu, run the Stack Control Motor test in Cycle
Mode, to confirm functionality.

61.Bx.y1
An internal motor error has occurred. A jam or obstruction can cause these errors.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B2.31 The deskew rear motor stalled.

● 61.B2.41 The deskew front motor stalled.

● 61.B3.41 The feed motor stalled.

ENWW 61.Bx.y1 507

 ● 61.B4.21 The left side vertical motor stalled.

● 61.B5.11 The duplex diverter motor stalled.

● 61.B6.21 The duplex entry motor stalled.

● 61.B7.31 The duplex exit motor stalled.

● 61.B8.21 The ejection motor stalled.

● 61.B9.21 The stack control motor stalled.

Recommended action for customers

1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that paper loaded in the indicated tray is supported.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

IMPORTANT: If experiencing accordian jams with a 61.B8.21 error displaying on the control panel, please check
the following isssue/solution document before proceeding: HP PageWide Enterprise, HP PageWide Managed, HP
PageWide Pro - 15.E1.Az or 61.B8.21 errors with accordion jams in the Output Bin Doc ID c06009192

1. Clear any paper or obstructions from the paper path and then press OK.

2. Make sure that paper loaded in the indicated tray is supported.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the indicated motor test forwards and
backwards (if applicable). If the error persists, replace the indicated motor assembly.

Error code Servicemenu motor test Part description Part number Remove and
name replacement procedure

61.B2.31 Rear Deskew Motor Deskew rear drive A7W93-67051 See the Repair Service
assembly Manual for this product.

61.B2.41 Front Deskew Motor Deskew front drive A7W93-67050 See the Repair Service
assembly Manual for this product.

61.B3.41 Feed Motor Feed motor assembly A7W93-67071 See the Repair Service
Manual for this product.

61.B4.21 Vertical Motor Left side vertical drive A7W93-67055 Not available.
assembly

61.B5.11 Duplex Diverter (run in Duplex diverter A7W93-67056 Not available.

Cycle Mode) assembly

61.B6.21 Duplex Entry Motor Duplex entry drive A7W93-67030 See the Repair Service
assembly Manual for this product.

61.B7.31 Duplex Exit Motor Duplex exit drive A7W93-67038 See the Repair Service
assembly Manual for this product.

508 Chapter 23 61.wx.yz error codes ENWW

 61.B8.21 Eject Motor Ejection drive assembly A7W93-67054 See the Repair Service
Manual for this product.

61.B9.21 Stack Control Motor Ejection flap drive A7W93-67049 See the Repair Service
(run in Cycle Mode) assembly Manual for this product.

5. For the following errors, if the error persists, replace the indicated part.

NOTICE: DO NOT send these parts for the onsite technician’s first visit. Only send these parts if the initial
visit and repairs did not resolve the issue.

Error code Part description Part number Remove and replacement

procedure

61.B2.41 Deskew front drive gear A7W93-67095 See the Repair Service Manual
assembly for this product.

61.B3.41 Feed shaft A7W93-67035 See the Repair Service Manual

for this product.

61.B4.21 Left door assembly A7W93-67033 See the Repair Service Manual
for this product.

61.B5.11 Left door assembly A7W93-67033 See the Repair Service Manual
for this product.

61.B9.21 Standard output bin A7W93-67048 See the Repair Service Manual
for this product.

6. If the error persists after all the applicable listed parts have been replaced, check for physical damage on
the connecting assemblies that may prevent the motor from turning (shaft, belt, gears, bearings, etc.).
Replace the damaged part(s) if available, otherwise escalate the issue using the Standard Support Process.

61.Bx.y2
An internal motor error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B2.32 The deskew rear motor stalled.

● 61.B2.42 The deskew front motor stalled.

● 61.B3.42 The feed motor stalled.

● 61.B4.22 The left side vertical motor stalled.

● 61.B5.12 The duplex diverter motor stalled.

● 61.B6.22 The duplex entry motor stalled.

● 61.B7.32 The duplex exit motor stalled.

● 61.B8.22 The ejection motor stalled.

● 61.B9.22 The stack control motor stalled.

ENWW 61.Bx.y2 509

 Recommended action for customers
1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the appropriate motor test forwards and
backwards (if applicable) to confirm the error condition.

4. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Servicemenu motor test name Action

61.B2.32 Rear Deskew Motor Check the connection between the

deskew rear motor and the main PCA
(J23).

61.B2.42 Front Deskew Motor Check the connection between the

deskew front motor and the feed motor
encoder PCA (J1).

61.B3.42 Feed Motor Check the connection between the feed

motor and the feed motor encoder PCA
(J3).

61.B4.22 Vertical Motor Check the connection between the left

side vertical motor and left door
distribution PCA (J6).

61.B5.12 Duplex Diverter (run in Cycle Mode) Check the connection between the duplex
diverter motor and left door distribution
PCA (J7).

61.B6.22 Duplex Entry Motor Check the connection between the duplex
entry motor and the left rear lower PCA
(J2).

61.B7.32 Duplex Exit Motor Check the connection between the duplex
exit motor and the main PCA (J48).

61.B8.22 Eject Motor Check the connection between the

ejection motor and the left rear upper
PCA (J5).

61.B9.22 Stack Control Motor (run in Cycle Mode) Check the connection between the stack
control motor and the main PCA (J30).

5. If damage is found, or the error persists after reseating the connections, replace the indicated motor
assembly.

Error code Part description Part number

61.B2.32 Deskew rear drive assembly A7W93-67051 See the Repair Service Manual
for this product.

61.B2.42 Deskew front drive assembly A7W93-67050 See the Repair Service Manual
for this product.

510 Chapter 23 61.wx.yz error codes ENWW

 61.B3.42 Feed motor assembly A7W93-67071 See the Repair Service Manual
for this product.

61.B4.22 Left side vertical drive A7W93-67055 Not available.

assembly

61.B5.12 Duplex diverter assembly A7W93-67056 Not available.

61.B6.22 Duplex entry drive assembly A7W93-67030 See the Repair Service Manual
for this product.

61.B7.32 Duplex exit drive assembly A7W93-67038 See the Repair Service Manual
for this product.

61.B8.22 Ejection drive assembly A7W93-67054 See the Repair Service Manual
for this product.

61.B9.22 Ejection flap drive assembly A7W93-67049 See the Repair Service Manual
for this product.

6. From the Service / Advance Service / Component Tests menu, run the appropriate motor test forwards and
backwards (if applicable) to confirm functionality.

61.Bx.yC
The indicated paper path sensor is uncalibrated. An obstruction in the paper path can cause this error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Paper path zone

y = Paper path sensor

● 61.B2.1C The deskew rear sensor is uncalibrated.

● 61.B2.2C The deskew front sensor is uncalibrated.

● 61.B3.1C The top of form sensor is uncalibrated.

● 61.B3.2C The print zone jam sensor is uncalibrated.

● 61.B4.1C The left side vertical jam sensor is uncalibrated.

● 61.B8.1C The ejection sensor is uncalibrated.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Check for a jam or obstruction.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

ENWW 61.Bx.yC 511

 e. Close the right door.

f. Open the left door.

g. Pull out (but do not remove) the left duplexer.

h. Remove any paper or paper remnants.

i. Reinsert the left duplexer.

j. Inspect the ejection zone and remove any sheets or paper remnants from the output area.

k. Close the left door.

3. Send a print job or print an internal page.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Check for a jam or obstruction.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

f. Open the left door.

g. Pull out (but do not remove) the left duplexer.

h. Remove any paper or paper remnants.

i. Reinsert the left duplexer.

j. Inspect the ejection zone and remove any sheets or paper remnants from the output area.

k. Close the left door.

3. Send a print job or print an internal page.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Sensors menu, got to the Sensor Test screen. Check the status of the
paper path sensor reporting the error.

a. If the status shows Clean Now clean the surface of the sensor and the corresponding reflector using a
dry lint–free cloth.

b. If the status shows Ok, from the Service / Advance Service / Sensors menu, run the indicated sensor
test.

Error code Servicemenu motor test name Expected sensor behavior

512 Chapter 23 61.wx.yz error codes ENWW

 61.B2.1C Rear Deskew Motor Not Tripped when the right duplexer
cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

61.B2.2C Top of Form Not Tripped when the right duplexer

cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

61.B3.1C Print Zone Not Tripped when the right duplexer

cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

61.B3.2C Vertical Motor Not Tripped when the left duplexer

cassette is inserted.

Tripped when left duplexer cassette is

pulled out.

61.B4.1C Left Side Vertical Jam Not Tripped when the left door is
closed.

Tripped when the left door is open.

61.B8.1C Eject Motor Not Tripped when paper in not blocking

it.

Tripped when paper is blocking it.

6. Check that the corresponding sensor reflector is not missing, dirty, misaligned, not flat, or off-center.
Replace it if necessary.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

7. After cleaning or replacing the reflector, from the Service Advance Service / Calibration/Cleaning menu, run
the Calibrate Paper Path Sensors routine.

a. If the calibration passes, run the sensor test again to confirm functionality.

b. If the error persists, replace the indicated sensor.

NOTE: After replacing any of these parts, you must again, run Calibrate Paper Path Sensors from
the Service Advance Service / Calibration/Cleaning menu.

Error code Part description Part number

61.B2.1C Rear deskew REDI sensor A7W93-67076 See the Repair Service
Manual for this product.

61.B2.2C Front deskew REDI sensor A7W93-67076 See the Repair Service
Manual for this product.

61.B3.1C Top of form REDI sensor A7W93-67053 See the Repair Service
(upper paper guide Manual for this product.
assembly)

ENWW 61.Bx.yC 513

 61.B3.2C Airflow repair kit A7W93-67027 See the Repair Service
Manual for this product.

61.B4.1C Left door assembly A7W93-67033 See the Repair Service

Manual for this product.

61.B8.1C Output bin ejection REDI A7W93-67076 See the Repair Service
sensor Manual for this product.

61.Bx.yD
The indicated paper path sensor calibration value is reaching its maximum compensation value. An obstruction
in the paper path or dirty sensor can cause this error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Paper path zone

y = Paper path sensor

● 61.B2.1D The deskew rear sensor is reaching the maximum compensation value.

● 61.B2.2D The deskew front sensor is reaching the maximum compensation value.

● 61.B3.1D The top of form sensor is reaching the maximum compensation value.

● 61.B3.2D The print zone jam sensor is reaching the maximum compensation value.

● 61.B4.1D The left side vertical jam sensor is reaching the maximum compensation value.

● 61.B8.1D The ejection sensor is reaching the maximum compensation value.

Recommended action for customers

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Check for a jam or obstruction.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

f. Open the left door.

g. Pull out (but do not remove) the left duplexer.

h. Remove any paper or paper remnants.

i. Reinsert the left duplexer.

514 Chapter 23 61.wx.yz error codes ENWW

 j. Inspect the ejection zone and remove any sheets or paper remnants from the output area.

k. Close the left door.

3. Send a print job or print an internal page.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Follow the instructions on the control panel to remove any paper left in the printer.

2. Check for a jam or obstruction.

a. Open the right door.

b. Pull out (but do not remove) the right duplexer.

c. Remove any paper or paper remnants.

d. Reinsert the right duplexer.

e. Close the right door.

f. Open the left door.

g. Pull out (but do not remove) the left duplexer.

h. Remove any paper or paper remnants.

i. Reinsert the left duplexer.

j. Inspect the ejection zone and remove any sheets or paper remnants from the output area.

k. Close the left door.

3. Send a print job or print an internal page.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Sensors menu, got to the Sensor Test screen. Check the status of the
paper path sensor reporting the error.

a. If the status shows Clean Now clean the surface of the sensor and the corresponding reflector using a
dry lint–free cloth.

b. If the status shows Ok, from the Service menu , run the indicated sensor test.

Error code Servicemenu sensor test name Expected sensor behavior

61.B2.1D Rear Deskew Not Tripped when the right duplexer

cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

61.B2.2D Front Deskew Not Tripped when the right duplexer

cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

ENWW 61.Bx.yD 515

 61.B3.1D Top of Form Not Tripped when the right duplexer
cassette is inserted.

Tripped when right duplexer cassette is

pulled out.

61.B3.2D Print Zone Not Tripped when the left duplexer

cassette is inserted.

Tripped when left duplexer cassette is

pulled out.

61.B4.1D Vertical Jam Not Tripped when the left door is

closed.

Tripped when the left door is open.

61.B8.1D Eject Motor Not Tripped when paper in not blocking

it.

Tripped when paper is blocking it.

6. Check that the corresponding sensor reflector is not missing, dirty, misaligned, not flat, or off-center.
Replace it if necessary.

NOTE: Five reflectors are included in the PageWide niblet kit. The reflector cannot be ordered separately.

Part number: A7W93-67077

7. After cleaning or replacing the reflector, from the Service Advance Service / Calibration/Cleaning menu, run
the Calibrate Paper Path Sensors routine.

61.Bx.yE
A higher than normal current drawn from the motor controller on the main PCA has caused the indicated motor
to stall.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.B2.3E The deskew rear motor stalled.

● 61.B2.4E The deskew front motor stalled.

● 61.B3.4E The feed motor stalled.

● 61.B4.2E The left side vertical motor stalled.

● 61.B5.1E The duplex diverter motor stalled.

● 61.B6.2E The duplex entry motor stalled.

● 61.B7.3E The duplex exit motor stalled.

● 61.B8.2E The ejection motor stalled.

● 61.B9.2E The stack control motor stalled.

516 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that paper loaded in the indicated tray is supported.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Clear any paper or obstructions from the paper path and then press Ok.

2. Make sure that paper loaded in the indicated tray is supported.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the indicated motor test forwards and
backwards (if applicable). If the error persists, replace the indicated motor assembly.

Error code Servicemenu motor test Part description Part number Removal and
name replacement procedure

61.B2.3E Rear Deskew Motor Deskew rear drive A7W93-67051 See the Repair Service
assembly Manual for this product.

61.B2.4E Front Deskew Motor Deskew front drive A7W93-67050 See the Repair Service
assembly Manual for this product.

61.B3.4E Feed Motor Feed motor assembly A7W93-67071 See the Repair Service
Manual for this product.

61.B4.2E Vertical Motor Left side vertical drive A7W93-67055 Not available.
assembly

61.B5.1E Duplex Diverter (run in Duplex diverter A7W93-67056 Not available.

Cycle Mode) assembly

61.B6.2E Duplex Entry Motor Duplex entry drive A7W93-67030 See the Repair Service
assembly Manual for this product.

61.B7.3E Duplex Exit Motor Duplex exit drive A7W93-67038 See the Repair Service
assembly Manual for this product.

61.B8.2E Eject Motor Ejection drive assembly A7W93-67054 See the Repair Service
Manual for this product.

61.B9.2E Stack Control Motor Ejection flap drive A7W93-67049 See the Repair Service
(run in Cycle Mode) assembly Manual for this product.

5. For the following errors, if the error persists, replace the indicated part.

NOTICE: DO NOT send these parts for the onsite technician’s first visit. Only send these parts if the initial
visit and repairs did not resolve the issue.

Error code Part description Part number Removal and replacement

procedure

61.B2.4E Deskew front drive gear A7W93-67095 See the Repair Service Manual
assembly for this product.

61.B3.4E Feed shaft A7W93-67035 See the Repair Service Manual

for this product.

ENWW 61.Bx.yE 517

 61.B4.2E Left door assembly A7W93-67033 See the Repair Service Manual
for this product.

61.B5.1E Left door assembly A7W93-67033 See the Repair Service Manual
for this product.

61.B9.2E Standard output bin A7W93-67048 See the Repair Service Manual
for this product.

6. If the error persists after all the applicable listed parts have been replaced, check for physical damage on
the connecting assemblies that may prevent the motor from turning (shaft, belt, gears, bearings, etc.).
Replace the damaged part(s) if available, otherwise escalate the issue using the Standard Support Process.

61.C1.1z
The drop detect carriage motor has stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

z = Type of motor stall

● 61.C1.11 The drop detect carriage motor stalled for an unknown reason.

● 61.C1.14 The drop detect carriage motor stalled prematurely while moving back to the home position.

● 61.C1.16 The drop detect carriage motor stalled because it did not find the expected stop point while
moving back to the home position.

● 61.C1.1E The drop detect carriage motor stalled due to a higher than normal current drawn from the motor
controller on the main PCA .

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

518 Chapter 23 61.wx.yz error codes ENWW

 a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Testsmenu, run the Home Print Zone Motors test to
confirm the error condition.

6. Run Perform Drop Detect from the Calibration/Cleaning menu in the Support Tools, Service, Advanced
Service, menu. If error condition persists, continue to next step and check cables.

7. Check for a damaged cable and connectors while reseating the FFC between the drop detect encoder and
the main PCA (J31). If damage is found, replace the drop detect carriage assembly.

Part number: A7W93-67060

For instructions: not available.

NOTE: After reseating FFCs in above step, or after the drop detect carriage assembly is replaced, run
Perform Drop Detect from the Calibration/Cleaning menu in the Support Tools, Service, Advanced Service,
menu.

8. Check for a damaged cable and connectors while reseating the FFC between the drop detect motor and the
LRU PCA (J6). If damage is found, replace the drop detect carriage assembly.

Part number: A7W93-67060

For instructions: not available.

NOTE: After reseating FFCs in above step, or after the drop detect carriage assembly is replaced, run
Perform Drop Detect from the Calibration/Cleaning menu in the Support Tools, Service, Advanced Service,
menu.

9. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

ENWW 61.C1.1z 519

 g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

10. Inspect the drop detect belt, encoder strip, belt tensioner, motor worm gear, and gear train for any
damage. Replace the drop detect carriage assembly if any damage is found.

Part number: A7W93-67060

For instructions: not available.

NOTE: After reseating FFCs in above step, or after the drop detect carriage assembly is replaced, run
Perform Drop Detect from the Calibration/Cleaning menu in the Support Tools, Service, Advanced Service,
menu.

11. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

12. From the Service / Advance Service / Component Tests menu, run the Drop Detect Carriage Test to confirm
functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the drop detect carriage assembly.

Part number: A7W93-67060

For instructions: not available.

NOTE: After the drop detect carriage assembly is replaced, run Perform Drop Detect from the
Calibration/Cleaning menu in the Support Tools, Service, Advanced Service, menu.

61.C1.3C
The drop detect encoder is uncalibrated.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

520 Chapter 23 61.wx.yz error codes ENWW

 3. From the Service / Advance Service / Component Tests menu, run the Drop Detect Carriage Test to confirm
the error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the drop detect encoder and
the main PCA (J31). If damage is found, replace the drop detect carriage assembly.

Part number: A7W93-67060

For instructions: not available.

NOTE: After the drop detect carriage assembly is replaced, run Perform Drop Detect from the Calibration/
Cleaning menu in the Support Tools, Service, Advanced Service, menu.

5. From the Service / Advance Service / Component Tests menu, run the Drop Detect Carriage Test to confirm
functionality.

a. If no error is reported while the test is running, the problem has been solved. Send a print job to
further confirm functionality.

b. If the error persists, replace the drop detect carriage assembly.

Part number: A7W93-67060

For instructions: not available.

NOTE: After the drop detect carriage assembly is replaced, run Perform Drop Detect from the
Calibration/Cleaning menu in the Support Tools, Service, Advanced Service, menu.

61.C2.11
The image sensor carriage motor stalled for an unknown reason.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. Check for a damaged cable and connectors while reseating the FFC between the image sensor carriage
motor and the main PCA (J50). If damage is found, replace the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

ENWW 61.C2.11 521

 a. From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

b. After replacing the image sensor repair kit, from the Support Tools / Maintenace / Calibration/
Cleaning / Advance Calibration Support menu, run the following calibrations in order:

1. Calibrate Image Sensor

2. Calibrate Print Margin

3. Print a Streak Test internal page. If there are no visible missing nozzles, skip to step ‘e.’

4. Clean the Printhead

5. Align the Printhead

6. Calibrate the Color Density

5. Check for excessive clearance between the worm gear post and the image sensor cover (this allows the
gear to ride up and disengage).

a. Adjust the clearance if possible. From the Service menu, run the Image Sensor Test to confirm
functionality.

b. If the parts show excessive wear or damage, replace all the parts in the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

c. From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

6. After replacing the image sensor repair kit, from the Support Tools / Maintenace / Calibration/Cleaning /
Advance Calibration Support menu, run the following calibrations in order:

a. Calibrate the Image Sensor

b. Calibrate the Print Margin

c. Print a Streak Test internal page. If there are no visible missing nozzles, skip to step ‘e.’

d. Clean the Printhead

e. Align the Printhead

f. Calibrate the Color Density

61.C2.12
The image sensor carriage motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

522 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Image Sensor Test to confirm the
error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the image sensor carriage
motor and the main PCA (J50).

5. If damage is found, or the error persists after reseating the connections, replace the Image sensor repair
kit.

Part number: A7W93-67063

See the Repair Service Manual for this product.

6. From the Service / Advance Service / Component Tests menu, run the image sensor carriage motor test to
confirm functionality.

7. If the image sensor repair kit was replaced, from the Support Tools / Maintenance / Calibration/Cleaning /
Advance Calibration Support menu, run the following calibrations in order:

a. Calibrate the Image Sensor

b. Calibrate the Print Margin

c. Print a Streak Test internal page. If there are no visible missing nozzles, skip to step ‘e.’

d. Clean the Printhead

e. Align the Printhead

f. Calibrate the Color Density

61.C2.1E
A higher than normal current drawn from the motor controller on the main PCA caused the image sensor
carriage motor to stall.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 61.C2.1E 523

 Recommended action for customers
1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. check for a damaged cable and connectors while reseating the FFC between the image sensor carriage
motor and the main PCA (J50). If damaged connectors are found, replace the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

a. From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

b. After replacing the image sensor repair kit, from the Support Tools / Maintenace / Calibration/
Cleaning / Advance Calibration Support menu, run the following calibrations in order:

1. Calibrate Image Sensor

2. Calibrate Print Margin

3. Print a Streak Test internal page. If there are no visible missing nozzles, skip to step ‘e.’

4. Clean the Printhead

5. Align the Printhead

6. Calibrate the Color Density

5. Check for excessive clearance between the worm gear post and the image sensor cover (this allows the
gear to ride up and disengage).

a. Adjust the clearance if possible. From the Service / Advance Service / Sensors menu, run the Image
Sensor Test to confirm functionality.

b. If the parts show excessive wear or damage, replace all the parts in the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

c. From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

6. After replacing the image sensor repair kit, from the Support Tools / Maintenace / Calibration/Cleaning /
Advance Calibration Support menu, run the following calibrations in order:

524 Chapter 23 61.wx.yz error codes ENWW

 a. Calibrate the Image Sensor

b. Calibrate the Print Margin

c. Print a Streak Test internal page. If there are no visible missing nozzles, skip to step ‘e.’

d. Clean the Printhead

e. Align the Printhead

f. Calibrate the Color Density

61.C2.1z
The image sensor carriage motor malfunctioned.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.C2.11 The image sensor carriage motor stalled for an unknown reason.

● 61.C2.13 The image sensor carriage motor stalled while moving towards the front.

● 61.C2.14 The image sensor carriage motor stalled while moving towards the rear.

● 61.C2.15 The image sensor carriage motor did not stop at the expected position while the moving towards
the front.

● 61.C2.16 The image sensor carriage motor did not stop at the expected position while the moving towards
the rear.

● 61.C2.1E A higher than normal current drawn from the motor controller on the main PCA caused the image
sensor carriage motor to stall.

Recommended action for customers

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. Check for a damaged cable and connectors while reseating the FFC between the image sensor carriage
motor and the main PCA (J50). If damage is found, replace the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

ENWW 61.C2.1z 525

 ▲ From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

IMPORTANT: After replacing the image sensor repair kit, run the following calibrations in order:

a. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu:

● Calibrate Image Sensor

● Calibrate Print Margin

b. From the Support Tools / Print Quality Pages / Advanced Print Quality Pages menu:

● Print a Streaks Test page. If there are no visible missing nozzles, skip to step "Align Printhead" in
the next step.

c. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu:

● Clean the Printhead

● Align the Printhead (in Calibrate Print Quality)

● Calibrate the Color Density (in Calibrate Print Quality)

5. Check for excessive clearance between the worm gear post and the image sensor cover (this allows the
gear to ride up and disengage).

a. Adjust the clearance if possible. From the Service / Advance Service / Sensors menu, run the Image
Sensor Test to confirm functionality.

b. If the parts show excessive wear or damage, replace all the parts in the image sensor repair kit.

Part number: A7W93-67063

For instructions: See the Repair Service Manual for this product.

c. From the Service / Advance Service / Sensors menu, run the Image Sensor Test to confirm
functionality.

IMPORTANT: After replacing the image sensor repair kit, run the following calibrations in order:

a. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu:

● Calibrate Image Sensor

● Calibrate Print Margin

b. From the Support Tools / Print Quality Pages / Advanced Print Quality Pages menu:

● Print a Streaks Test page. If there are no visible missing nozzles, skip to step "Align Printhead" in
the next step.

c. From the Support Tools / Maintenance / Calibration/Cleaning / Advance Calibration Support menu:

● Clean the Printhead

● Align the Printhead (in Calibrate Print Quality)

● Calibrate the Color Density (in Calibrate Print Quality)

526 Chapter 23 61.wx.yz error codes ENWW

61.C4.22
The printhead wiper motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the printhead wiper motor and
the left rear upper PCA (J3).

5. If damage is found, or the error persists after reseating the connections, replace the Printhead wiper
motor .

Part number: A7W93-67045

See the Repair Service Manual for this product.

6. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm functionality.

61.C4.2E
A higher than normal current drawn from the motor controller on the main PCA caused the printhead wiper
motor to stall.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, please contact customer support.

ENWW 61.C4.22 527

 Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test. If the
same error is displayed, press Ok to clear the error, then from the Service / Advance Service / Component
Tests Printhead Wiper Drop Detect menu, run Printhead wiper motor test in the uncap/cap printhead test
type.

▲ If no error occurs, from the Service / Advance Service / Component Tests menu, run the Web Advance
Check. If no error is displayed, the problem is solved.

6. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

7. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

8. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

528 Chapter 23 61.wx.yz error codes ENWW

 For instructions: See the Repair Service Manual for this product.

61.C4.2z
The printhead wiper motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.C4.23 The printhead wiper motor stalled while moving towards the right door during normal operation.

● 61.C4.24 The printhead wiper motor stalled while moving towards the cap position during normal
operation.

Recommended action for customers

1. Press Continue. The printer should auto– recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. For 61.C4.23, 61.C4.24: Open the right door, check for and remove any obstructions between the printhead
wiper and the right door.

4. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Press Continue. The printer should auto– recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. For 61.C4.23, 61.C4.24: Open the right door, check for and remove any obstructions between the printhead
wiper and the right door.

4. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

5. If the error persists, send an onsite technician to perform the following steps.

6. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test. If the
same error is displayed, press Ok to clear the error, then from the Service / Advance Service / Component
Tests Printhead Wiper Drop Detect menu, run Printhead wiper motor test in the uncap/cap printhead test
type.

▲ If no error occurs, from the Service Advance Service / Component Tests menu, run the Web Advance
Check. If no error is displayed, the problem is solved.

7. If the error persists, manually reset the print zone motors.

ENWW 61.C4.2z 529

 a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

8. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

9. From the Service Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

61.C5.36
The Printhead Wiper kit replacement process timed out.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. If the error was reported while replacing the printhead wiper kit, go to the Support Tools / Maintenance /
Printhead Wiper menu and start the printhead wiper replacement process again.

530 Chapter 23 61.wx.yz error codes ENWW

 a. Follow the messages on the control panel to install the printhead wiper kit.

b. Respond to the control panel prompts within the allotted time.

c. When the process is complete, confirm the printhead wiper kit percentage remaining was reset.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. If the error was reported while replacing the printhead wiper kit, go to the Maintenance menu and start the
printhead wiper replacement process again.

a. Follow the messages on the control panel to install the printhead wiper kit.

b. Respond to the control panel prompts within the allotted time.

c. When the process is complete, confirm the printhead wiper kit percentage remaining was reset.

2. If the printhead wiper kit was already installed, from the Settings / Manage Supplies menu, run Replace
Printhead Wiper.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

3. If the error persists, send an onsite technician to perform the following steps.

4. Open the right door and check if the printhead wiper is at the right door ready to be removed. If it is there,
from the Service / Advance Service / Component Tests Printhead Wiper Drop Detect menu, run Printhead
wiper motor test in the uncap/cap printhead test type.

5. If no error occurs, from the Service Advance Service / Component Tests menu, run the Web Advance Check.
If no error is displayed, the problem is solved.

6. If the error persists, from the Service Advance Service / Component Tests menu, run the Home Print Zone
Motors test to confirm functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

61.C5.E0
The printhead wiper motor stalled. The printhead wiper did not reach the right door.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 61.C5.E0 531

 Recommended action for customers
1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, check for a jam or obstruction.

a. Turn the printer off.

b. Open the right door.

c. Check for and remove any obstructions between the printhead wiper and the right door.

d. Close the right door and turn the printer on.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, check for a jam or obstruction.

a. Turn the printer off.

b. Open the right door.

c. Check for and remove any obstructions between the printhead wiper and the right door.

d. Close the right door and turn the printer on.

3. If the error persists, from the Service / Advance Service / Component Tests / Printhead Wiper Drop Detect
menu, run Printhead Wiper Motor test in the Uncap-Cap Printhead test type.

4. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

5. If the error persists, send an onsite technician to perform the following steps.

6. From the Service menu, run the Right Door sensor test. The sensor should show Closed when right door is
closed and Open when the right door is open. If the sensor is not functioning correctly, replace the tray/
door sensor.

Part number: A7W93-67040

Instructions for tray 2 (A3) or Tray 3 (A4): See the Repair Service Manual for this product.

Instructions for HCI presence sensor: See the Repair Service Manual for this product.

7. Inspect the right door alignment by looking at the front pin and making sure it aligns with the center of the
hole in the right side of the frame.

532 Chapter 23 61.wx.yz error codes ENWW

 8. Confirm the right door latch is not damaged and that it keeps the right door securely latched when door is
closed. If the latch is damaged or the right door shows deformation that prevents the door from closing,
replace the right door assembly.

Part number: A7W93-67024

For instructions: See the Repair Service Manual for this product.

9. Open the right door and check if the printhead wiper is at the right door ready to be removed. If it is there,
from the Service menu, run Install Printhead Wiper.

10. From the Service menu, run Eject Printhead Wiper.

a. If no error occurs, from the Service menu, run Install Printhead Wiper.

b. If no error occurs, from the Service menu, run the Printhead Wiper Web Advance Check. If no error is
reported, send a print job to confirm functionality.

11. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

12. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

13. From the Service menu, run the Home Print Zone Motors test to confirm functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

ENWW 61.C5.E0 533

 61.Cx.21
The printhead wiper motor stalled for an unknown reason.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.C4.21 The printhead wiper motor stalled during normal operation.

● 61.C5.21 The printhead wiper motor stalled during the printhead wiper replacement procedure.

Recommended action for customers

1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. If the error persists, replace the printhead wiper kit. Use Settings / Manage Supplies menu, run the Replace
Printhead Wiper routine.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests / Printhead Wiper and Drop Detect menu, run
Printhead wiper motor test in the uncap/cap printhead test type.

▲ If no error occurs, from the Service menu, run the Web Advance Check. If no error is displayed, the
problem is solved.

6. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

534 Chapter 23 61.wx.yz error codes ENWW

 e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

7. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

8. If the error persists, from the Service / Advance Service / Component Tests menu, run the Home Print Zone
Motors test to confirm functionality.

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

61.Cx.25
The printhead wiper is missing or the printhead wiper drive is damaged.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.C4.25 The printhead error was detected during normal operation.

● 61.C5.25 The printhead error was detected during the printhead wiper replacement procedure.

Recommended action for customers

1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, please contact customer support.

ENWW 61.Cx.25 535

 Recommended action for call-center agents and onsite technicians
1. Press Continue. The printer should auto–recover from this error.

2. If the auto–recover fails, turn the printer off, then on.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests / Printhead Wiper Drop Detect menu, run Printhead
wiper motor test in the uncap/cap printhead test type.

▲ If no error occurs, from the Service menu, run the Web Advance Check. If no error is displayed, the
problem is solved.

6. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

61.Cx.26
The printhead wiper is missing or the printhead wiper drive is damaged.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.C4.26 The printhead error was detected while the printer was turning on or during normal operation.

● 61.C5.26 The printhead error was detected during the printhead wiper replacement procedure.

Recommended action for customers

1. Follow the messages on the control panel to install the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

2. If the printhead wiper is already installed, from the Settings / Manage Supplies menu, run the Replace
Printhead Wiper routine.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, please contact customer support.

536 Chapter 23 61.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Follow the messages on the control panel to install the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

2. If the printhead wiper is already installed, from the Settings / Manage Supplies menu, run the Replace
Printhead Wiper routine.

3. If the error persists, replace the printhead wiper kit.

Part number: W1B43A (A7W93-67080)

For instructions: See the Repair Service Manual for this product.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests Printhead Wiper Drop Detect menu, run Printhead
wiper motor test in the uncap/cap printhead test type.

▲ If no error occurs, from the Service menu, run the Web Advance Check. If no error is displayed, the
problem is solved.

6. If the error persists, replace the printhead wiper motor.

Part number: A7W93-67045

For instructions: See the Repair Service Manual for this product.

61.D1.y2
An internal fan error has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.D1.12 The airflow assembly fan stalled.

● 61.D1.22 The aerosol fan stalled.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the indicated fan motor test to confirm
the error condition.

ENWW 61.D1.y2 537

 Error code Servicemenu motor test name

61.D1.12 Airflow Assembly Fan

61.D1.22 Aerosol Fan

4. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.D1.12 Check the connection between airflow assembly fan and the
airflow distribution PCA (J5).

61.D1.22 Check the connection between the aerosol fan and the airflow
distribution PCA (J4).

5. If damage is found, or the error persists after reseating the connections, replace the indicated part.

Error code Part description Part number Removal and replacement

procedure

61.D1.12 Airflow repair kit A7W93-67027 See the Repair Service Manual
for this product.

61.D1.22 Aerosol fan assembly A7W93-67105 See the Repair Service Manual
for this product.

6. From the Service / Advance Service / Component Tests menu, run the appropriate fan motor test to
confirm functionality.

NOTE: Run the Airflow Assembly Fan test at all 3 speeds.

61.D1.yz
An internal fan error has occurred for an unknown reason.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.D1.10 The airflow assembly fan is running with a smaller than expected load.

● 61.D1.11 The airflow assembly fan stalled for an unknown reason.

● 61.D1.21 The aerosol fan stalled for an unknown reason.

Recommended action for customers

1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, please contact customer support.

538 Chapter 23 61.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.

2. Send a print job or print an internal page to confirm functionality.

3. If the error persists, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the indicated fan motor test to confirm
the error condition.

Error code Servicemenu motor test name

61.D1.10 Airflow Assembly Fan

61.D1.11 Airflow Assembly Fan

61.D1.21 Aerosol Fan

5. Check for a damaged cable and connectors while reseating the indicated FFC.

Error code Action

61.D1.10 Check the connection between airflow assembly fan and the
airflow distribution PCA (J5).

61.D1.11 Check the connection between airflow assembly fan and the
airflow distribution PCA (J5).

61.D1.21 Check the connection between the aerosol fan and the airflow
distribution PCA (J4).

6. If damage is found, or the error persists after reseating the connections, replace the indicated part.

Error code Part description Part number Removal and replacement

procedure

61.D1.10 Airflow repair kit A7W93-67027 See the Repair Service Manual
for this product.

61.D1.11 Airflow repair kit A7W93-67027 See the Repair Service Manual
for this product.

61.D1.21 Aerosol fan assembly A7W93-67105 See the Repair Service Manual
for this product.

7. From the Service / Advance Service / Component Tests menu, run the appropriate fan motor test to
confirm functionality.

NOTE: Run the Airflow Assembly Fan test at all 3 speeds.

61.D2.3E
The airflow assembly is reporting a higher than expected temperature.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 61.D2.3E 539

 Recommended action for customers
1. Turn the printer off.

a. Let the printer cool down for five minutes.

b. Ensure the printer is not directly being affected by an external heat source, such has a vent or direct
sunlight.

c. Turn the printer on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

a. Let the printer cool down for five minutes.

b. Ensure the printer is not directly being affected by an external heat source, such has a vent or direct
sunlight.

c. Turn the printer on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Status menu, run the Airflow System Status to confirm the error
condition.

4. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

See the Repair Service Manual for this product.

61.D2.3z
The airflow assembly is not heating or it is heating too slowly. Printing can continue, but performance may be
slowed down.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.D2.30 The airflow assembly is heating too slowly.

● 61.D2.3B The airflow assembly is not heating.

● 61.D2.3C The airflow assembly’s temperature reading failed to update.

● 61.D2.3D One of the two airflow assembly‘s heating elements is broken.

540 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, send an onsite technician to perform the following steps.

4. Check the status of the AC control module (ACCM) LEDs.

a. Turn the printer off and remove the rear cover.

b. Turn the printer on.

c. Wait at least one minute before observing the LEDs on the ACCM. The LEDs are listed in order from
left to right in the below table.

LED Status

3.3 VDC On after ~2 seconds when the ACCM detects 3.3VDC coming
from main PCA.

HTR1 On only when the heating element is on during printing, Off

during power up.

HTR2 Permanently off (not used).

Relay On after ~20 seconds if the printer is connected to a 120VAC

outlet. Permanently off if the printer is connected to a
240VAC outlet.

Monitor On after ~20 seconds when the ACCM detects VAC input
power thru the PSU unit.

5. If all of the LEDs are off, check for a damaged cable and connectors while reseating the FFC between the AC
control module and the main PCA (J28). If damage is found, replace the control module FFC.

NOTE: The control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

6. If the 3.3 VDC LED is the only LED on, and the printer is connected to a 240 VAC outlet, replace the power
supply assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

ENWW 61.D2.3z 541

 7. If the 3.3 VDC LED is the only LED on, and the printer is connected to a 120 VAC outlet, check the Airflow
System Status, from the Service / Advance Service / Status menu. If the Line Voltage Configuration = 240
VAC replace the power supply assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

8. From the Service / Advance Service / Component Tests menu, run the Airflow System Motors test and
make note of the test results.

NOTE: The airflow assembly test will run for 30 seconds. During this time, the airflow temperature should
reach the set point temperature under normal environment conditions and normal operation. Read the
following notes to understand the results.

Assembly test parameter Notes:

Airflow Temperature: XX C/XX F If the airflow temperature did not reach the set temperature,
one or more heating elements is broken or a fuse is blown.

Set Point Temperature: XX C/XX F Ambient temperature reading in C plus 15°.

Ambient Temperature: XX C/XX F This reading should correspond with the room temperature. If
negative or too high, possible a bad temperature and humidity
sensor.

Relative Humidity: XX% This reading should correspond with the room RH. If it is too
high (>90%), possible disconnected or bad temperature and
humidity sensor.

Detected Line Voltage: XXX VAC This reading should be the same as VAC measured at the outlet
with a voltmeter.

9. Check that the Detected Line Voltage: XXX VAC is greater than 185 VAC for a 220 VAC outlet or greater than
90 VAC for a 120 VAC outlet. Use a voltmeter to measure the voltage at the AC outlet the printer is plugged
in to. If needed, connect the printer to another outlet and work with the customer to make sure the line
voltage meets the printer’s power requirements.

10. If the airflow assembly did not reach the set point and 61.D2.30, 61.D2.3B, or 61.D2.3D was recorded to
the event log, perform the following steps.

a. Check for a damaged cable and connectors while reseating the FFC between the power supply and
the AC control module. If damage is found, replace the AC power kit.

Part number: A7W93-67012

b. Check for a damaged cable and connectors while reseating the FFC between the AC control module
and the main PCA (J28). If damage is found, replace the control module FFC.

NOTE: The control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

c. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

542 Chapter 23 61.wx.yz error codes ENWW

 NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

11. If the airflow assembly test aborted and/or 61.D2.3C was recorded to the event log, replace the airflow
repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

61.D2.4z
The airflow assembly is unable to read the temperature.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 61.D2.4B The airflow assembly thermistor is open.

● 61.D2.4D The temperature reading from the airflow assembly is unknown or wrong.

Recommended action for customers

1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Send several print jobs to confirm functionality.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, send an onsite technician to perform the following steps.

4. From the Service / Advance Service / Component Tests menu, run the Airflow System Motors test and
make note of the test results.

NOTE: The airflow assembly test will run for 30 seconds. During this time, the airflow temperature should
reach the set point temperature under normal environment conditions and normal operation. Read the
following notes to understand the results.

Assembly test parameter Notes:

Airflow Temperature: XX C/XX F If the airflow temperature did not reach the set temperature,
one or more heating elements is broken or a fuse is blown.

ENWW 61.D2.4z 543

 Set Point Temperature: XX C/XX F Ambient temperature reading in C plus 15°.

Ambient Temperature: XX C/XX F This reading should correspond with the room temperature. If
negative or too high, possible a bad temperature and humidity
sensor.

Relative Humidity: XX% This reading should correspond with the room relative humidity.
If it is too high (>90%), possible disconnected or bad
temperature and humidity sensor.

Detected Line Voltage: XXX VAC This reading should be the same as VAC measured at the outlet
with a voltmeter.

5. If the airflow assembly did not reach the set point and 61.D2.4D was recorded to the event log, perform the
following steps.

a. Reseat all the connections at the airflow assembly distribution PCA.

b. Check for a damaged cable and connectors while reseating the FFC between the AC control module
and the main PCA (J28). If damage is found, replace the control module FFC.

NOTE: The control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

c. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

6. If the airflow assembly test returned a negative airflow temperature and/or 61.D2.4B was recorded to the
event log, perform the following steps.

a. Check for a damaged cable and connectors while reseating the FFC between the airflow assembly
temperature sensor and the airflow assembly distribution PCA (J3). If damage is found, replace the
airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

b. Check for a damaged cable and connectors while reseating the FFC between the airflow assembly
distribution PCA (J1) and the main PCA (J8). If damage is found, replace the FFC.

NOTE: The needed FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

c. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

544 Chapter 23 61.wx.yz error codes ENWW

61.D3.5C
The AC control module reported the input AC voltage coming from the power outlet is too low. The airflow
assembly cannot operate. Printing can continue, but performance may be slowed down.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Connect the printer to a different outlet, preferably a dedicated line, and turn the printer on.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Connect the printer to a different outlet, preferably a dedicated line, and turn the printer on.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, send an onsite technician to perform the following steps.

4. From theService / Advance Service / Status menu, select Airflow System Status and make note of the
provided parameters.

NOTE: Read the following notes to understand the results.

Assembly test parameter Notes:

Line voltage configuration: 110/120 or 220/240 If the printer is connected to 120 VAC outlet, but this line shows
220/240, bad ACCM, ACCM AC is disconnected or the PSU fuses
are blown.

SAG events: X AC power SAG events count (Too many indicate poor AC voltage
source or constant power outages).

SURGE events: X AC power SURGE events count (Too many indicate poor AC
voltage source or constant spikes).

TOO FEW SAMPLES events: X AC control module monitoring circuit malfunction or poor
connection.

OTHER events: X Other none critical VAC events.

5. From theService / Advance Service / Component Tests menu, run the Airflow System Motors test and make
note of the test results.

NOTE: The airflow assembly test will run for 30 seconds. During this time, pay attention to the Detected
Line Voltage: XXX VAC and record the values. Read the following notes to understand the results.

Assembly test parameter Notes:

ENWW 61.D3.5C 545

 Airflow Temperature: XX C/XX F If the airflow temperature did not reach the set temperature,
one or more heating elements is broken or a fuse is blown.

Set Point Temperature: XX C/XX F Ambient temperature reading in C plus 15°.

Ambient Temperature: XX C/XX F This reading should correspond with the room temperature. If
negative or too high, possible a bad temperature and humidity
sensor.

Relative Humidity: XX% This reading should correspond with the room relative humidity.
If it is too high (>90%), possible disconnected or bad
temperature and humidity sensor.

Detected Line Voltage: XXX VAC This reading should be the same as VAC measured at the outlet
with a voltmeter.

6. Check that the Detected Line Voltage: XXX VAC is greater than 185 VAC for a 220 VAC outlet or greater than
90 VAC for a 120 VAC outlet. Use a voltmeter to measure the voltage at the AC outlet the printer is plugged
in to. If needed, connect the printer to another outlet and work with the customer to make sure the line
voltage meets the printer’s power requirements.

7. If during the test, theDetected Line Voltagewas greater than 90 VAC, perform the following steps.

a. Check for a damaged cable and connectors while reseating the FFC between the power supply and
the AC control module. If the cable is damaged, replace the AC power kit.

Part number: A7W93-67012

b. Check for a damaged cable and connectors while reseating the FFC between the AC control module
and the main PCA (J28). If damage is found, replace the FFC.

NOTE: The needed FFC is part of the MPCA FFC kit..

Part number: A7W93-67011

8. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

61.D3.61
The AC control module is not detecting AC power.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

546 Chapter 23 61.wx.yz error codes ENWW

Recommended action for customers
1. Turn the printer off, and then on.

2. Attempt to print a multiple-page print job with some heavy color density content to cause the airflow
system to turn on while printing,

NOTE: The airflow system may not turn on when printing text only print jobs regardless of the number of
pages.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to print a multiple-page print job with some heavy color density content to cause the airflow
system to turn on.

NOTE: The airflow system may not turn on when printing text only print jobs, regardless of the number of
pages.

3. If the error persists, send an onsite technician to perform the following steps.

4. Check for a damaged cable and connectors while reseating the FFC between the power supply and the AC
control module. If damage is found, replace the AC power kit.

Part number: A7W93-67012

5. Check for a damaged cable and connectors while reseating the FFC between the AC control module and the
main PCA (J28). If damage is found, replace the AC control module FFC.

NOTE: The AC control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

6. From the Service / Advance Service / Status menu, check the Airflow System Status information. If the Line
Voltage Configuration = 240 VAC but the printer is plugged to a 120 VAC outlet, replace the power supply
assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

7. Check the LEDs on the AC control module.

a. If the 3.3 VDC LED is the only LED on, and the printer is connected to a 240 VAC outlet, replace the
power supply assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

b. If none of the LEDs in the AC control module are on, replace all the parts that come with the airflow
repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

ENWW 61.D3.61 547

 NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

61.D3.62
The AC control module detected a problem with the AC voltage signal.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. Attempt to print a multiple-page print job with some heavy color density content to cause the airflow
system to turn on.

NOTE: The airflow system may not turn on when printing text only print jobs, regardless of the number of
pages.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. Attempt to print a multiple-page print job with some heavy color density content to cause the airflow
system to turn on while printing,

NOTE: The airflow system may not turn on when printing text only print jobs regardless of the number of
pages.

3. If the error persists, send an onsite technician to perform the following steps.

4. Check for a damaged cable and connectors while reseating the FFC between the power supply and the AC
control module. If damage is found, replace the AC power kit.

Part number: A7W93-67012

5. Check for a damaged cable and connectors while reseating the FFC between the AC control module and the
main PCA (J28). If damage is found, replace the AC control module FFC.

NOTE: The AC control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

6. From the Service / Advance Service / Status menu, check the Airflow System Status information. If the Line
Voltage Configuration = 240 VAC but the printer is plugged to a 120 VAC outlet, replace the power supply
assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

7. Check the LEDs on the AC control module.

548 Chapter 23 61.wx.yz error codes ENWW

 a. If the 3.3 VDC LED is the only LED on, and the printer is connected to a 240 VAC outlet, replace the
power supply assembly.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

b. If none of the LEDs in the AC control module are on, replace all the parts that come with the airflow
repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

61.D3.63
The AC control module reported more than 800 power sag events over two weeks. There might be an issue with
the printer’s AC power source.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Connect the printer to a different outlet, preferably a dedicated line, and turn the printer on.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Connect the printer to a different outlet, preferably a dedicated line, and turn the printer on.

3. If the error persists, or the message The Airflow Assembly for the printer is not functioning properly.
Printing will slow down until it is repaired. For more information, contact support. Event Code: <event
code> is displayed, send an onsite technician to perform the following steps.

4. From theService / Advance Service / Status menu, select Airflow System Status and make note of the
provided parameters.

NOTE: Read the following notes to understand the results.

Assembly test parameter Notes:

Line voltage configuration: 110/120 or 220/240 If the printer is connected to 120 VAC outlet, but this line shows
220/240, bad ACCM, ACCM AC is disconnected or the PSU fuses
are blown.

ENWW 61.D3.63 549

 SAG events: X AC power SAG events count (Too many indicate poor AC voltage
source or constant power outages).

SURGE events: X AC power SURGE events count (Too many indicate poor AC
voltage source or constant spikes).

TOO FEW SAMPLES events: X AC control module monitoring circuit malfunction or poor
connection.

OTHER events: X Other none critical VAC events.

5. From theService / Advance Service / Component Tests menu, run the Airflow System Motors test and make
note of the test results.

NOTE: The airflow assembly test will run for 30 seconds. During this time, pay attention to the Detected
Line Voltage: XXX VAC and record the values. Read the following notes to understand the results.

Assembly test parameter Notes:

Airflow Temperature: XX C/XX F If the airflow temperature did not reach the set temperature,
one or more heating elements is broken or a fuse is blown.

Set Point Temperature: XX C/XX F Ambient temperature reading in C plus 15°.

Ambient Temperature: XX C/XX F This reading should correspond with the room temperature. If
negative or too high, possible a bad temperature and humidity
sensor.

Relative Humidity: XX% This reading should correspond with the room relative humidity.
If it is too high (>90%), possible disconnected or bad
temperature and humidity sensor.

Detected Line Voltage: XXX VAC This reading should be the same as VAC measured at the outlet
with a voltmeter.

6. If during the test, the Detected Line Voltage momentarily dropped below 90 VAC or showed too much
variation, check for a damaged cable and connectors while reseating the FFC between the power supply
and the AC control module. If damage is found, replace the AC power kit.

Part number: A7W93-67012

7. Check for a damaged cable and connectors while reseating the FFC between the AC control module and the
main PCA (J28). If damage is found, replace the control module FFC.

NOTE: The control module FFC is part of the MPCA FFC kit.

Part number: A7W93-67011

8. If the Detected Line Voltage: XXX VAC continues to show drops or variations of more than 20 VAC from the
nominal value, inform the customer that poor quality VAC causing power sags can damage the printer.
Recommend that the customer have a qualified electrician check the AC power outlets and electrical circuit
installation.

9. If the error persists, replace the airflow repair kit.

Part number: A7W93-67027

For instructions: See the Repair Service Manual for this product.

550 Chapter 23 61.wx.yz error codes ENWW

 NOTE: After replacing the airflow repair kit, run the Calibrate Paper Path Sensors routine from the
Service / Advance Service / Calibration/Cleaning menu.

ENWW 61.D3.63 551

552 Chapter 23 61.wx.yz error codes ENWW
24 62.wx.yz error codes

● 62.00.33

● 62.00.50

● 62.00.51

● 62.00.52

● 62.00.53

● 62.0x.yz

● 62.11.2z

● 62.11.3B

● 62.11.4B

● 62.12.51

● 62.12.53

● 62.12.54

● 62.12.55

● 62.12.56

● 62.12.5E

● 62.12.6A

● 62.12.7C

● 62.13.25

● 62.13.2z

● 62.31.5z

● 62.* errors

62.00.33
The printhead assembly reported an electrical failure.

● Recommended action for customers

ENWW 62.00.33 553

 ● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, check for damaged cables and connectors while reseating the three FFCs between
main PCA and the printhead assembly.

The three FFCs are:

● SIM FFC (J25)

● Printhead Power FFC (J11)

● Data FFC (J13)

For (J11) and (J25), the blue portions of the FFC will be parallel with the connectors when fully seated.(J13)
is a Zero Insertion Force (ZIF) FFC. Unlatch the connector by carefully rotating the tab away from the PCA
pulling it from the top. There are two tiny tabs at each side of the cable, these are alignment features.

3. If damage is found on the cables or connectors, replace the printhead assembly FFC assembly kit.

Part number: A7W93-67010

4. If the error persists, check the discrete cable that connects the Power Supply and the Main PCA (ECB). If the
cable is damaged, replace the cable.

5. If the error persists, replace Power Supply.

Part number: A7W93-67036

For instructions: See the Repair Service Manual for this product.

6. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.00.50
The printhead gauge status cannot be updated. The printhead health is unknown.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

554 Chapter 24 62.wx.yz error codes ENWW

Recommended action for customers
1. From the Support Tools / Maintenance / Calibration/Cleaning menu, select Advance Calibration Support
then Printhead Status. If the status is Ok, no further action is required. If the status is Monitor or Attention
Needed, go back to the Advance Calibration Support menu, and then select Clean The Printhead.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Guide the customer through cleaning the printhead.

▲ From the Support Tools / Maintenance / Calibration/Cleaning menu, select Advance Calibration
Support then Printhead Status. If the status is Ok, no further action is required. If the status is Monitor
or Attention Needed, go back to the Advance Calibration Support menu, and then select Clean The
Printhead.

ENWW 62.00.50 555

 62.00.51
The printhead gauge status is okay. Printhead health is acceptable.

● Recommended action

Recommended action
▲ This is an informational message; no action is necessary.

62.00.52
The printhead requires attention.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. From the Support Tools / Maintenance / Calibration/Cleaning menu, select Advance Calibration Support
then Printhead Status. If the status is Ok, no further action is required. If the status is Monitor or Attention
Needed, go back to the Advance Calibration Support menu, and then select Clean The Printhead.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

▲ Guide the customer through cleaning the printhead.

▲ From the Support Tools / Maintenance / Calibration/Cleaning menu, select Advance Calibration
Support then Printhead Status. If the status is Ok, no further action is required. If the status is Monitor
or Attention Needed, go back to the Advance Calibration Support menu, and then select Clean The
Printhead.

556 Chapter 24 62.wx.yz error codes ENWW

62.00.53
A non-HP genuine supply was detected in the printhead. The printhead gauge will not report a status when a
non-HP supply is installed.

● Recommended action

Recommended action
▲ Install HP genuine supplies.

62.0x.yz
One of the dies in the printhead has experienced an electrical failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

x = Printhead die number

● 0: Printhead die number (1)

● 1: Printhead die number (2)

● 2: Printhead die number (3)

● 3: Printhead die number (4)

● 4: Printhead die number (5)

● 5: Printhead die number (6)

● 6: Printhead die number (7)

● 7: Printhead die number (8)

● 8: Printhead die number (9)

● 9: Printhead die number (10)

● A: Printhead die number (11)

● B: Printhead die number (12)

● C: Printhead die number (13)

● D: Printhead die number (14)

Error codes

● 62.0x.01 Printhead assembly reported die (x) electrical failure: generic error.

ENWW 62.00.53 557

 (62.00.01, 62.01.01, 62.02.01, 62.03.01, 62.04.01, 62.05.01, 62.06.01, 62.07.01, 62.08.01, 62.09.01,
62.0A.01, 62.0B.01, 62.0C.01, 62.0D.01)

● 62.0x.02 Printhead assembly reported die (x) electrical failure: no printhead in/out signal.

(62.00.02, 62.01.02, 62.02.02, 62.03.02, 62.04.02, 62.05.02, 62.06.02, 62.07.02, 62.08.02, 62.09.02,
62.0A.02, 62.0B.02, 62.0C.02, 62.0D.02)

● 62.0x.03 Printhead assembly reported die (x) electrical failure: no printhead in/out signal.

(62.00.03, 62.01.03, 62.02.03, 62.03.03, 62.04.03, 62.05.03, 62.06.03, 62.07.03, 62.08.03, 62.09.03,
62.0A.03, 62.0B.03, 62.0C.03, 62.0D.03)

● 62.0x.04 Printhead assembly reported die (x) electrical failure: watchdog fault.

(62.00.04, 62.01.04, 62.02.04, 62.03.04, 62.04.04, 62.05.04, 62.06.04, 62.07.04, 62.08.04, 62.09.04,
62.0A.04, 62.0B.04, 62.0C.04, 62.0D.04)

● 62.0x.06 Printhead assembly reported die (x) electrical failure: unrecognized printhead type.

(62.00.06, 62.01.06, 62.02.06, 62.03.06, 62.04.06, 62.05.06, 62.06.06, 62.07.06, 62.08.06, 62.09.06,
62.0A.06, 62.0B.06, 62.0C.06, 62.0D.06)

● 62.0x.07 Printhead assembly reported die (x) electrical failure: LVDS error.

(62.00.07, 62.01.07, 62.02.07, 62.03.07, 62.04.07, 62.05.07, 62.06.07, 62.07.07, 62.08.07, 62.09.07,
62.0A.07, 62.0B.07, 62.0C.07, 62.0D.07)

● 62.0x.08 Printhead assembly reported die (x) electrical failure: ID invalid.

(62.00.08, 62.01.08, 62.02.08, 62.03.08, 62.04.08, 62.05.08, 62.06.08, 62.07.08, 62.08.08, 62.09.08,
62.0A.08, 62.0B.08, 62.0C.08, 62.0D.08)

● 62.0x.09 Printhead assembly reported die (x) electrical failure: ID bit flipped.

(62.00.09, 62.01.09, 62.02.09, 62.03.09, 62.04.09, 62.05.09, 62.06.09, 62.07.09, 62.08.09, 62.09.09,
62.0A.09, 62.0B.09, 62.0C.09, 62.0D.09)

● 62.0x.10 Printhead assembly reported die (x) electrical failure: bad DTSR.

(62.00.10, 62.01.10, 62.02.10, 62.03.10, 62.04.10, 62.05.10, 62.06.10, 62.07.10, 62.08.10, 62.09.10,
62.0A.10, 62.0B.10, 62.0C.10, 62.0D.10)

● 62.0x.13 Printhead assembly reported die (x) electrical failure: temp sensing resistor fault.

(62.00.13, 62.01.13, 62.02.13, 62.03.13, 62.04.13, 62.05.13, 62.06.13, 62.07.13, 62.08.13, 62.09.13,
62.0A.13, 62.0B.13, 62.0C.13, 62.0D.13)

● 62.0x.14 Printhead assembly reported die (x) electrical failure: stuck cold.

(62.00.14, 62.01.14, 62.02.14, 62.03.14, 62.04.14, 62.05.14, 62.06.14, 62.07.14, 62.08.14, 62.09.14,
62.0A.14, 62.0B.14, 62.0C.14, 62.0D.14)

● 62.0x.15 Printhead assembly reported die (x) electrical failure: not heating.

(62.00.15, 62.01.15, 62.02.15, 62.03.15, 62.04.15, 62.05.15, 62.06.15, 62.07.15, 62.08.15, 62.09.15,
62.0A.15, 62.0B.15, 62.0C.15, 62.0D.15)

● 62.0x.20 Printhead assembly reported die (x) electrical failure: VDD short low.

558 Chapter 24 62.wx.yz error codes ENWW

 (62.00.20, 62.01.20, 62.02.20, 62.03.20, 62.04.20, 62.05.20, 62.06.20, 62.07.20, 62.08.20, 62.09.20,
62.0A.20, 62.0B.20, 62.0C.20, 62.0D.20)

● 62.0x.44 Printhead assembly reported die (x) electrical failure: last short error.

(62.00.44, 62.01.44, 62.02.44, 62.03.44, 62.04.44, 62.05.44, 62.06.44, 62.07.44, 62.08.44, 62.09.44,
62.0A.44, 62.0B.44, 62.0C.44, 62.0D.44)

● 62.0x.8D Printhead assembly reported die (x) electrical failure: unexpected null pointer.

(62.00.8D, 62.01.8D, 62.02.8D, 62.03.8D, 62.04.8D, 62.05.8D, 62.06.8D, 62.07.8D, 62.08.8D, 62.09.8D,
62.0A.8D, 62.0B.8D, 62.0C.8D, 62.0D.8D)

● 62.00.21 Printhead assembly reported electrical failure: VDD short high.

● 62.00.22 Printhead assembly reported electrical failure: VDD expected on.

● 62.00.23 Printhead assembly reported electrical failure: VPP initialization short low.

● 62.00.24 Printhead assembly reported electrical failure: VPP short low.

● 62.00.25 Printhead assembly reported electrical failure: VPP initialization short high.

● 62.00.26 Printhead assembly reported electrical failure: VPP short high.

● 62.00.27 Printhead assembly reported electrical failure: VPP short test out of range low.

● 62.00.28 Printhead assembly reported electrical failure: VPP short test out of range high.

● 62.00.29 Printhead assembly reported electrical failure: VPP expected off.

● 62.00.2A Printhead assembly reported electrical failure: VPP powering on out of range low.

● 62.00.2B Printhead assembly reported electrical failure: VPP powering on out of range high.

● 62.00.2C Printhead assembly reported electrical failure: VPP on out of range low.

● 62.00.2D Printhead assembly reported electrical failure: VPP on out of range high.

● 62.00.2E Printhead assembly reported electrical failure: VPP cal out of range low.

● 62.00.2F Printhead assembly reported electrical failure: VPP cal out of range high.

● 62.00.30 Printhead assembly reported electrical failure: VPP bleed failed.

● 62.00.31 Printhead assembly reported electrical failure: VDD check timeout.

● 62.00.32 Printhead assembly reported electrical failure: VPP check timeout.

● 62.00.33 Printhead assembly reported an electrical failure.

● 62.00.34 Printhead assembly reported electrical failure: VPP power on failure.

● 62.00.35 Printhead assembly reported electrical failure: VDD too many ignored.

● 62.00.36 Printhead assembly reported electrical failure: VPP too many ignored.

● 62.00.37 Printhead assembly reported electrical failure: VPP initialization too many ignored.

● 62.00.38 Printhead assembly reported electrical failure: VDD check timeout VPP powering on.

ENWW 62.0x.yz 559

 ● 62.00.39 Printhead assembly reported electrical failure: VPP check timeout VPP powering on.

● 62.00.3A Printhead assembly reported electrical failure: VDD check timeout ink short pause.

● 62.00.3B Printhead assembly reported electrical failure: VPP check timeout ink short pause.

● 62.00.3C Printhead assembly reported electrical failure: VDD on at start-up.

● 62.00.3D Printhead assembly reported electrical failure: VPP on at start-up.

● 62.00.3E Printhead assembly reported electrical failure: VPP set point failed low.

● 62.00.3F Printhead assembly reported electrical failure: VPP set point failed high.

● 62.00.40 Printhead assembly reported electrical failure: VPP bleed K failed.

● 62.00.41 Printhead assembly reported electrical failure: VPP bleed color 1 failed.

● 62.00.42 Printhead assembly reported electrical failure: VPP bleed color 2 failed.

● 62.00.43 Printhead assembly reported electrical failure: VPP cal out of range.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Check for damaged cables and connectors while reseating the three FFCs between main PCA and the
printhead assembly. The three FFCs are:

● SIM FFC (J25)

● Printhead Power FFC (J11)

● Data FFC (J13)

NOTE: For (J11) and (J25), the blue portions of the FFC will be parallel with the connectors when fully
seated.

NOTE: (J13) is a Zero Insertion Force (ZIF) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA pulling it from the top, there are two tiny tabs at each side of the cable, those are alignment
features.

4. If damage is found on the cables or connectors, replace the printhead assembly FFC assembly kit.

Part number: A7W93-67010

5. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

560 Chapter 24 62.wx.yz error codes ENWW

62.11.2z
An error with the fluid pump motor has occurred.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 62.11.21 The fluid pump motor stalled for an unknown reason.

● 62.11.22 The fluid pump motor may have become disconnected.

● 62.11.2E The fluid pump motor caused a thermal event in the motor controller.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Cycle Fluid Pump motor test to
confirm the error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the fluid pump and the SIM
PCA (J1). If damage is found, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

5. Check for a damaged cable and connectors while reseating the FFCs between the printhead assembly and
the main PCA (J11), (J13), and (J25). If damage is found, replace the printhead assembly FFC assembly kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

6. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.11.3B
The air pump inside the printhead assembly has become disconnected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 62.11.2z 561

 Recommended action for customers
1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Cycle Fluid Pump test to confirm the
error condition.

4. Check for a damaged cable and connectors while reseating the FFCs between the printhead assembly and
the main PCA (J11), (J13), and (J25). If damage is found, replace the printhead assembly FFC assembly kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

5. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.11.4B
The vent solenoid has become disconnected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Cycle Vent Valve test to confirm the
error condition.

562 Chapter 24 62.wx.yz error codes ENWW

 4. Check for a damaged cable and connectors while reseating the FFCs between the printhead assembly and
the main PCA (J11), (J13), and (J25). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

5. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.51
The printhead lift motor stalled for an unknown reason.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

ENWW 62.12.51 563

 d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

NOTE: If a 62.12.5z error code is displayed during the motor test, continue troubleshooting below.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

7. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

8. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

9. From the Service / Advance Service / Component Tests menu, run the Printhead Lift System test to confirm
functionality.

564 Chapter 24 62.wx.yz error codes ENWW

 NOTE: Do not replace the Printhead Assembly unless the control panel keeps displaying an error code
62.12.5z and shows Test Aborted even after following all the recommended actions.

The control panel will display these results:

● Test complete / Test aborted

● Lift down avg. force: XXXX mN

● Lift down stopping accuracy: 1 counts

● Lift up avg. force: XXXX mN

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If a 62.12.5z or the original error is displayed, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.53
The printhead lift motor stalled while moving down.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

ENWW 62.12.53 565

 c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

NOTE: If a 62.12.5z error code is displayed during the motor test, continue troubleshooting below.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

7. If the error persists, manually reset the print zone motors.

a. Remove the output bin assembly to gain access to the printhead lift mechanism.

b. Locate the printhead lift gear with a spring on the side.

c. With the left hand, hold the shaft to manually lift the print head, then with the right hand, pull the lift
gear towards the front of the unit to release it from the worm gear and lift the printhead till it stops.

d. Release the spring loaded gear and engage it back to the lift gear to keep the printhead in the up
position.

e. Using a Torx 20 screwdriver, manually move the printhead wiper towards the right door, away from
under the printhead until it disengages from the gear. There is no need to remove it from the printer.

f. From the back of the unit, check if the drop detect carriage is at the home position. If it is not, use a
Torx 8 screwdriver to manually bring it back to home position.

g. Gently push the printhead wiper towards the left while turning the Torx 20 screwdriver. Make sure
front and rear gear racks engage at the same time. Continue moving the printhead wiper until it caps
the printhead.

NOTE: If the printhead wiper gets jammed or is hard to move, reinsert it until it moves smoothly.

h. Install the output bin assembly.

8. Turn the printer on and wait about three minutes for the boot– up process to complete. The printhead
should be capped at the end of the boot–up process.

9. From the Service / Advance Service / Component Tests menu, run the Printhead Lift System test to confirm
functionality.

566 Chapter 24 62.wx.yz error codes ENWW

 NOTE: Do not replace the Printhead Assembly unless the control panel keeps displaying an error code
62.12.5z and shows Test Aborted even after following all the recommended actions.

The control panel will display these results:

● Test complete / Test aborted

● Lift down avg. force: XXXX mN

● Lift down stopping accuracy: 1 counts

● Lift up avg. force: XXXX mN

a. If no error is reported while the test is running, the problem has been solved. Turn the printer off,
install the output bin and all the covers, and send a print job to further confirm functionality.

b. If the 62.12.5z or the original error is displayed, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.54
The printhead lift motor stalled.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

ENWW 62.12.54 567

 NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

5. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.55
The printhead lift motor stalled. The lift motor did not find a reference point to stop at while lowering.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

568 Chapter 24 62.wx.yz error codes ENWW

 5. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

7. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.56
The printhead lift motor stalled. The lift motor did not find a reference point to stop at while raising.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

ENWW 62.12.56 569

 d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

7. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.5E
The lift motor in the printhead assembly caused a thermal event in the motor controller.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service / Component Tests menu, run the Home Print Zone Motors test to
confirm the error condition.

4. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

570 Chapter 24 62.wx.yz error codes ENWW

 NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

5. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.6A
The printhead lift sensor failed to deactivate or it is disconnected.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

ENWW 62.12.6A 571

 5. From the Service / Advance Service / Component Tests menu, run the Printhead Lift System test to confirm
the error condition.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead lift sensor PCA
(J1) and the printbar PCA (J5). If damage is found, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

7. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

8. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.12.7C
The printhead lift encoder is uncalibrated.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, please contact customer support.

572 Chapter 24 62.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Turn the printer off.

2. Check for paper or paper remnants in the print zone.

a. Open the left and right doors.

b. Pull out (but do not remove) both the left and right duplexers.

c. Remove any paper or paper remnants from under the printhead.

d. Reinsert the left and right duplexers.

e. Close the left and right doors.

3. Turn the printer on.

4. If the error persists, send an onsite technician to perform the following steps.

5. From the Service / Advance Service / Component Tests menu, run the Printhead Lift System test to confirm
the error condition.

6. Check for a damaged cable and connectors while reseating the FFC between the printhead lift encoder PCA
(J1) and the printbar PCA (J6). If damage is found, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

7. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

8. If the error persists, replace the printhead service maintenance kit.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.13.25
The printhead EEPROM failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

ENWW 62.13.25 573

 Recommended action for customers
1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

4. If the error persists, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

62.13.2z
An attempt to read the printhead EEPROM failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 62.13.21 The printhead EEPROM read has failed.

● 62.13.26 The printhead EEPROM was not detected.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. Check for a damaged cable and connectors while reseating the FFC between the printhead assembly and
the main PCA (J13). If damage is found, replace the printhead assembly FFC cable kit.

Part number: A7W93-67010

574 Chapter 24 62.wx.yz error codes ENWW

 NOTE: Check that the line in the blue tab for (J11) and (J25) FFCs are parallel to the connector.

NOTE: (J25) is a ZIF (zero insertion force) FFC. Unlatch the connector by carefully rotating the tab away
from the PCA, pulling it from the top. There are two small tabs at each side of the cable that keep the
connector aligned.

4. If the error persists and printing cannot continue, replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

5. If the error persists, but printing can continue, escalate the issue using the Standard Support Process.

62.31.5z
The printer has detected a different printhead assembly serial number from the previous power up.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

● 62.31.56 The printer detected a different printhead assembly.

● 62.31.57 The printer detected a new printhead assembly.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, send an onsite technician to perform the following steps.

3. From the Service / Advance Service menu, run the Setup Printhead Assembly routine. Follow the control
panel instructions as the printhead setup progresses. The process might take up to 20 minutes.

IMPORTANT: A Demo Page will print when the routine is finished. If the printer has two A4 tandem trays,
check that tray 3 has plain paper in it and the guides are set correctly. If the printer has an A3 universal
tray, make sure there is 8.5 x 11 or A4 paper loaded in long edge feed (portrait orientation) and the guides
are set correctly.

4. Confirm the printed Demo Page is free of any print defects.

5. Check the event log for the same error code.

6. If the error persists, or the printer displays a message indicating a new printhead assembly was detected,
replace the printhead assembly.

Part number: A7W93-67069

For instructions: See the Repair Service Manual for this product.

ENWW 62.31.5z 575

 62.* errors
Errors in the 62.* family indicate a problem with the print engine.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Check all connectors on the formatter. Reseat them if necessary.

3. Upgrade the printer firmware.

4. If the error persists print the event log from the control panel, or access it from the HP Embedded Web
Server (EWS), then elevate the case using the Standard Support Process.

NOTE: To access the EWS, open a Web browser, and in the address line, enter the printer IP address.

576 Chapter 24 62.wx.yz error codes ENWW

25 64.wx.yz error codes

● 64.02.01

● 64.02.02

● 64.02.03

● 64.02.04

● 64.02.05

● 64.02.06

● 64.02.07

● 64.02.08

● 64.02.09

● 64.03.04

64.02.01
Imaging ASIC card not detected

● Recommended action for customers

● recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. If the error persists, replace the accelerator PCA

Part number: HDD/Accelerator Board Kit - J7Z09-67952

ENWW 64.02.01 577

 For instructions: See the Repair Service Manual for this product.

5. If the error persists, elevate the case using the Standard Support Process.

64.02.02
Imaging ASIC card detected, but not supported in this device.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove the accelerator board from the formatter.

64.02.03
Imaging ASIC card memory failure.

● Recommended action for customers

● recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. If the error persists, replace the accelerator PCA

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

5. If the error persists, elevate the case using the Standard Support Process.

578 Chapter 25 64.wx.yz error codes ENWW

64.02.04
Imaging ASIC card general error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. Turn the printer on and see if the error persists.

a. If the issue is intermittent, it is not caused by hardware. Capture the logs and elevate the case using
the Standard Support Process.

b. If the error remains and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

64.02.05
Imaging ASIC card assertion failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. Turn the printer on and see if the error persists.

ENWW 64.02.04 579

 a. If the issue is intermittent, it is not caused by hardware. Capture the logs and elevate the case using
the Standard Support Process.

b. If the error remains and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

64.02.06
Imaging ASIC card assertion failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. Turn the printer on and see if the error persists.

a. If the issue is intermittent, it is not caused by hardware. Capture the logs and elevate the case using
the Standard Support Process.

b. If the error remains and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

64.02.07
Imaging ASIC card assertion failure.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

580 Chapter 25 64.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. Turn the printer on and see if the error persists.

a. If the issue is intermittent, it is not caused by hardware. Capture the logs and elevate the case using
the Standard Support Process.

b. If the error remains and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

64.02.08
Fan had to be restarted.

● Recommended action for customers

● Recommended for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

64.02.09
Formatter card fan failure.

● Recommended action for customers

● recommended action for call-center agents and onsite technicians

PCA initiated a fan restart sequence to attempt to resolve the issue, but the fan failed to recover.

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

ENWW 64.02.08 581

 recommended action for call-center agents and onsite technicians
1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and re-seat the accelerator board.

4. Turn the printer on and see if the error persists.

a. If the error remains and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

b. If the issue is intermittent, it is not caused by hardware. Capture the logs and elevate the case using
the Standard Support Process.

64.03.04
HW Accelerator Card / Imaging ASIC Card error.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off.

2. Remove the formatter cover.

3. Remove and reseat the accelerator board.

4. Turn the printer on and see if the error persists.

▲ If the error persists and is constant, replace the accelerator PCA.

Part number: HDD/Accelerator Board Kit - J7Z09-67952

For instructions: See the Repair Service Manual for this product.

5. If the error persists, elevate the case using the Standard Support Process.

582 Chapter 25 64.wx.yz error codes ENWW

26 66.wx.yz error codes

● 66.A1.1z

● 66.A2.6z

● 66.A3.1z

● 66.A3.5z

● 66.A3.6z

● 66.A3.7z

● 66.A4.1z

● 66.A4.2z

● 66.A4.3z

● 66.A5.1z

● 66.A5.18

● 66.A5.19

● 66.A5.29

● 66.A5.2z

● 66.A6.1z

● 66.A6.2z

● 66.A7.2z

● 66.A7.3z

● 66.A8.4z

● 66.A8.43

● 66.A8.50

● 66.A9.3z

● 66.AA.A1

● 66.AA.1B

ENWW 583
 ● 66.AA.2B

● 66.AA.3B

● 66.AA.4B

● 66.AA.5B

● 66.AA.6B

● 66.AA.7B

● 66.AA.8B

● 66.AA.9B

● 66.AA.AB

66.A1.1z
Stapler/Stacker diverter motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 26-1 Remove jam, inner finisher

584 Chapter 26 66.wx.yz error codes ENWW

 2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 26-2 Open left door and remove jam

3. Close the left door.

4. If the error persists, Turn the printer off, and then on.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 26-3 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 26-4 Open left door and remove jam

ENWW 66.A1.1z 585

 3. Close the left door.

4. If the error persists, Turn the printer off, and then on.

5. If the error persists, inspect the left door diverter assembly for jammed paper or debris. Clear the diverter
as needed.

6. If the error persists, replace the left door extension/diverter unit.

Part number: J7Z09-67958

See the Repair Service Manual for this product.

66.A2.6z
Stapler/Stacker ejection motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Remove any jammed paper from the inner finsher bins.

Figure 26-5 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 26-6 Open left door and remove jam

586 Chapter 26 66.wx.yz error codes ENWW

 3. Close the left door.

4. If the error persists, Turn the printer off, and then on.

5. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any jammed paper from the inner finsher bins.

Figure 26-7 Remove jam, inner finisher

2. Open the left door. If jammed paper is visible inside the jam-access door, pull it straight out to remove it.

Figure 26-8 Open left door and remove jam

3. Close the left door.

4. If the error persists, Turn the printer off, and then on.

5. If the error persists, inspect the left door diverter assembly for jammed paper or debris. Clear the diverter
as needed.

6. Inspect the left door extension/diverter for damage gears and test the diverter drive motor using the
Service / Advance Service / Component Tests menu. If the motor test fails or there is any damage, replace
the assembly.

Part number: J7Z09-67958

See the Repair Service Manual for this product.

ENWW 66.A2.6z 587

 7. Test the ejection drive motor using the Service / Advance Service / Component Tests menu. If the test fails,
replace the ejection path assembly.

Part number: J7Z09-67966

See the Repair Service Manual for this product.

8. If the test passes but the error persists, replace the ejection path assembly.

Part number: J7Z09-67966

See the Repair Service Manual for this product.

66.A3.1z
Stapler/Stacker compiler rear-edge support sensor failed.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A3.5z
Stapler/Stacker rear channel motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

588 Chapter 26 66.wx.yz error codes ENWW

Recommended action for call-center agents and onsite technicians
1. Clear any paper out of the compiler assembly.

2. Ensure that the rear channel guide moves freely, check for blockage and clear as needed.

3. Turn the printer off, and then on.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A3.6z
Stapler/Stacker front channel motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Check the front channel guide to ensure it moves freely, clear any blockage as needed.

3. Turn the printer off, and then on.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A3.7z
Stapler/Stacker channel lift motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

ENWW 66.A3.6z 589

 Recommended action for customers
1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A4.1z
Stapler/Stacker trailing edge clamp motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Verify that the stapler lock has been removed from the unit.

3. Ensure the upper center media guide is correctly installed.

4. Ensure that the supports (Mezzanines) and the shelf of the Leading Edge Clamp are extended all the way.

5. Check that the training edge clamps are free to move up and down.

6. Check the FFC cables between compiler and Stapler/Stacker PCA

7. Turn the printer off, and then on.

8. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

9. If the error persists, replace the Stapler/Stacker PCA.

Part number: J7Z09-67960

590 Chapter 26 66.wx.yz error codes ENWW

 See the Repair Service Manual for this product.

66.A4.2z
Stapler/Stacker mid-page clamp motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A4.3z
Stapler/Stacker side edge clamp motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Check the front channel guide to ensure it moves freely, clear any blockage as needed.

3. Turn the printer off, and then on.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

ENWW 66.A4.2z 591

 See the Repair Service Manual for this product.

66.A5.1z
Stapler/Stacker sheet registration motor stall

● Recommended action customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

If the error is occurring with no paper of jam found in the output bin, go to the following document:HP
PageWide Color MFP 780, 785 - 66.A5.1C & 61.B9.1C Bin full messages when output bin is not actually full
- c05872774

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A5.18
Stapler/Stacker puller clamps are out of sync.

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

592 Chapter 26 66.wx.yz error codes ENWW

 3. Check all the connections to stapler/stacker PCAs and compiler assembly.

4. Scratch the puller clamps with a scrapper tool in order to avoid the finisher pullers getting a false signal off
the shiny body of the puller.

5. Turn the printer off, and then on.

6. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A5.19
Stapler/Stacker front puller sensor failed.

● Recommended action customers

● Recommended action for call-center agents and onsite technicians

Recommended action customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A5.29
Stapler/Stacker rear puller sensor failed

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

ENWW 66.A5.19 593

 Recommended action for call-center agents and onsite technicians
1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

594 Chapter 26 66.wx.yz error codes ENWW

66.A5.2z
Stapler/Stacker puller motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A6.1z
Stapler/Stacker front edge support motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please call customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and support motor assembly.

4. If the error persists, replace the support motor assembly.

Part number: J7Z09-67964

ENWW 66.A5.2z 595

 See the Repair Service Manual for this product.

66.A6.2z
Stapler/Stacker rear edge support motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Trun the printer off, and the on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and support motor assembly.

4. If the error persists, replace the support motor assembly.

Part number: J7Z09-67964

See the Repair Service Manual for this product.

66.A7.2z
Stapler/Stacker shelf motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and support motor assembly.

596 Chapter 26 66.wx.yz error codes ENWW

 4. If the error persists, replace the support motor assembly.

Part number: J7Z09-67964

See the Repair Service Manual for this product.

5. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

See the Repair Service Manual for this product.

66.A7.3z
Stapler/Stacker leading edge clamp motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. If the error persists, replace the leading edge clamp kit.

Part number: J7Z09-67961

See the Repair Service Manual for this product.

66.A8.4z
Stapler/Stacker stapler carriage motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

ENWW 66.A7.3z 597

 Recommended action for call-center agents and onsite technicians
1. Remove any paper present in the compiler assembly.

2. Turn the printer off, and then on.

3. Check all the connections to stapler/stacker PCAs and staple carriage assembly.

4. If the error persists, replace the support motor assembly.

Part number: J7Z09-67965

See the Repair Service Manual for this product.

66.A8.43
Stapler carriage motor stall error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

In some models, this condition might be caused by the orange shipping lock for the stapler falling into the track
and causing the carriage to stall when the printer initialized. The stapler carriage might push the orange shipping
lock to the opposite side.

Recommended action for customers

1. Open the staple cartridge door.

2. Use a small mirror and a flashlight to try to locate the fallen orange shipping lock.

Figure 26-9 The orange shipping lock inside the staple cartridge door

3. If found, try to remove the orange shipping lock.

Recommended action for call-center agents and onsite technicians

1. Confirm the behavior with the customer.

2. Open the staple cartridge door.

598 Chapter 26 66.wx.yz error codes ENWW

 3. Use a small mirror and a flashlight to locate the fallen orange shipping lock.

Figure 26-10 The orange shipping lock inside the staple cartridge door

Figure 26-11 The orange shipping lock inside the printer

4. Remove the orange shipping lock from the system.

5. Confirm that the printer works properly.

66.A8.50
Stapler/Stacker stapler failed

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

Recommended action for customers

1. Remove the staple cartridge and clear jammed or miss-aligned staples.

ENWW 66.A8.50 599

 Figure 26-12 Remove and check staple cartridge

2. Reinstall the staple cartridge and test the printer stapling function.

3. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove the staple cartridge and clear jammed or miss-aligned staples.

Figure 26-13 Remove and check staple cartridge

2. Reinstall the staple cartridge and test the printer stapling function.

3. Check all the connections to stapler/stacker PCAs and staple carriage assembly.

4. If the error persists, replace the support motor assembly.

Part number: J7Z09-67965

See the Repair Service Manual for this product.

66.A9.3z
Stapler/Stacker upper bin motor stall

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

"z" is a variable

600 Chapter 26 66.wx.yz error codes ENWW

Recommended action for customers
1. Turn the prnter off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Remove any paper from the compiler assembly and the output tray.

2. Clear any obstructions blocking the tray movement.

3. Ensure the upper bin movable tray is installed correctly and oves freely.

4. Replace the upper bin movabel tray or upper bin as needed.

Part number: Upper bin movable tray J7Z09-67968

Part number: Upper bin assemblyJ7Z09-67962

See the Repair Service Manual for this product.

5. IF the tray moves freely and is not damaged, replace the upper bin motor assembly.

Part number: J7Z09-67963

See the Repair Service Manual for this product.

66.AA.A1
Stapler/Stacker FPGA programming error

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the rpinter off, and then on.

2. If the error persists, replace the stapler/stacker main PCA.

Part number: J7Z09-67960

See the Repair Service Manual for this product.

66.AA.1B
Stapler/Stacker top-left PCA disconnected

ENWW 66.AA.A1 601

 ● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J30) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

66.AA.2B
Stapler/Stacker path PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J19) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

602 Chapter 26 66.wx.yz error codes ENWW

66.AA.3B
Stapler/Stacker top-right 1 PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J14) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

66.AA.4B
Stapler/Stacker top-right 2 PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J3) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

ENWW 66.AA.3B 603

 66.AA.5B
Stapler/Stacker top-right 3 PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J15) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

66.AA.6B
Stapler/Stacker rear channel PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

604 Chapter 26 66.wx.yz error codes ENWW

66.AA.7B
Stapler/Stacker channel PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

66.AA.8B
Stapler/Stacker top-left 1 PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J31) to compiler assembly.

4. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

ENWW 66.AA.7B 605

 66.AA.9B
Stapler/Stacker carriage PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. Check cable from finisher MPCA (J18) to compiler assembly.

4. If the error persists, replace the stapler carriage assembly.

Part number: J7Z09-67965

For instructions: See the Repair Service Manual for this product.

66.AA.AB
Stapler/Stacker top-left PCA disconnected

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Turn the printer off, and then on.

2. If the error persists, dispatch a technician to check all connections from the stapler/stacker main PCA to all
other assemblies.

3. If the error persists, replace the compiler assembly.

Part number: J7Z09-67970

For instructions: See the Repair Service Manual for this product.

606 Chapter 26 66.wx.yz error codes ENWW

27 81.wx.yz, 82.wx.yz error codes

● 81.* errors

● 81.WX.YZ Embedded Jetdirect Error To continue turn off then on

● 81.WX.00 Wireless Network Error To continue turn off then on

● 82.* errors

● 82.73.45 Disk Successfully cleaned

● 82.73.46, 82.73.47

ENWW 607
 81.* errors
Errors in the 81.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

608 Chapter 27 81.wx.yz, 82.wx.yz error codes ENWW

81.WX.YZ Embedded Jetdirect Error To continue turn off then on
The product experienced an embedded HP Jetdirect print server critical error.

● Recommended action

81.01.00 EIO Event

81.03.00 Access Point Wireless Network event

81.04.00 JetDirect inside Network event

81.06.00 Internal EIO Networking event

81.08.00 Internal Access Point Wireless Network event

81.09.00 Internal JetDirect inside Network event

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. Check all EIO connections

4. Replace the formatter.

Part number: Formatter (SFP)J7Z04-67902

Part number: Formatter (SFP India/China)J7Z04-67903

Part number: Formatter (MFP)J7Z09-67912

Part number: Formatter (MFP India/China)J7Z09-67913

For instructions: See the Repair Service Manual for this product.

ENWW 81.WX.YZ Embedded Jetdirect Error To continue turn off then on 609
 81.WX.00 Wireless Network Error To continue turn off then on
A wireless network component on the product has failed.

● Recommended action

81.02.00 Wireless network Event

81.07.00 Internal Wireless Networking event

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the product off then on.

2. Turn the product off, reseat the wireless network component and turn the product back on.

3. If error persists, replace the wireless network component.

Part number: J8030-61001

For instructions: See the Repair Service Manual for this product.

610 Chapter 27 81.wx.yz, 82.wx.yz error codes ENWW

82.* errors
Errors in the 82.* family indicate a problem with an external I/O device, such as a Jetdirect card, an EIO card, or an
external hard disk.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, reconnect the network cable, and then turn the printer on.

2. Try another network cable.

3. For 82.* errors, reload the printer firmware.

4. Replace the formatter.

ENWW 82.* errors 611

 82.73.45 Disk Successfully cleaned
Event log only, disk successfully cleaned.

● No action necessary

No action necessary

612 Chapter 27 81.wx.yz, 82.wx.yz error codes ENWW

82.73.46, 82.73.47
A hard disk or compact flash disk cleaning failed.

● Recommended action

This error is usually caused by a failure of the disk hardware.

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

ENWW 82.73.46, 82.73.47 613

614 Chapter 27 81.wx.yz, 82.wx.yz error codes ENWW
28 90.wx.yz error codes

● 90.0F.06

90.0F.06
IOD Not installed

● Recommended action for customers

● Recommended action for call-center agents and onsite technicians

Message displayed at the pre-boot menu.

IOD PCA is not able to communicate with the system.

Figure 28-1 Error message

Recommended action for customers

1. Turn the printer off, and then on.

2. If the error persists, please contact customer support.

Recommended action for call-center agents and onsite technicians

1. Verify that the IOD FFC cable is correctly seated on both ends. On the (IOD) Island of Data and on the (ECB)
Engine Controller Board).

2. Verify the HDMI Cable connections on both ends, at the (ECB) Engine Controller Board and the Formatter
board.

ENWW 90.0F.06 615

 3. Replace the HDMI cable.

Cable, HDMI ECB to formatter part number: J7Z09-67942

4. Replace the IOD.

Island of Data (IOD) PCA part number: J7Z09-67946

616 Chapter 28 90.wx.yz error codes ENWW

29 98.wx.yz error codes

● 98.* errors

● 98.00.01 or 98.01.00 Corrupt data in firmware volume

● 98.00.02 Corrupt data in the solutions volume

● 98.00.03 Corrupt data in the configuration volume

● 98.00.04 Corrupt data in the job data volume

ENWW 617
 98.* errors
Errors in the 98.* family are related to data corruption in the firmware.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Turn the printer off, and then on.

2. Download and install the most current version of the firmware.

3. Use the Format Disk item in the Preboot menu.

4. Reload the firmware.

618 Chapter 29 98.wx.yz error codes ENWW

98.00.01 or 98.01.00 Corrupt data in firmware volume
Data corruption has occurred in the firmware volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

ENWW 98.00.01 or 98.01.00 Corrupt data in firmware volume 619

 98.00.02 Corrupt data in the solutions volume
Data corruption has occurred in the solutions volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Use the Format Disk item in the Preboot menu.

3. Reload the firmware.

620 Chapter 29 98.wx.yz error codes ENWW

98.00.03 Corrupt data in the configuration volume
Data corruption has occurred in the configuration volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Download the firmware again, and then attempt the upgrade again.

3. Use the Format Disk item in the Preboot menu.

4. Reload the firmware.

ENWW 98.00.03 Corrupt data in the configuration volume 621

 98.00.04 Corrupt data in the job data volume
Data corruption has occurred in the job data volume.

● Recommended action

Recommended action
1. Turn the product off, and then on.

2. Rerun the file erase function.

622 Chapter 29 98.wx.yz error codes ENWW

30 99.wx.yz error codes

● 99.* errors

● 99.00.01 Upgrade not performed file is corrupt

● 99.00.02 Upgrade not performed timeout during receive

● 99.00.04 Upgrade not performed timeout during receive

● 99.00.05 Upgrade not performed timeout during receive

● 99.00.09 Upgrade canceled by user

● 99.00.10 Upgrade canceled by user

● 99.00.11 Upgrade canceled by user

● 99.00.12 Upgrade not performed the file is invalid

● 99.00.13 Upgrade not performed the file is invalid

● 99.00.14 Upgrade not performed the file is invalid

● 99.00.2x

● 99.01.xx

● 99.02.01

● 99.02.09

● 99.09.61 Unsupported disk

● 99.09.62 Unknown disk

● 99.09.65 Disk data error

● 99.09.67 Disk is not bootable please download firmware

ENWW 623
 99.* errors
Errors in the 99.* family are related to the firmware upgrade process.

● Recommended action

Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the
case using the Standard Support Process.

1. Make sure the connection to the network is good, and then try the upgrade again.

2. Try using the USB upgrade method.

3. If the error persists, run the Format Disk process from the Preboot menu.

4. If the error persists, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

624 Chapter 30 99.wx.yz error codes ENWW

99.00.01 Upgrade not performed file is corrupt
A remote firmware upgrade (RFU) was not performed.

● Recommended action

This is a CRC error in the firmware image (bad image).

Recommended action
▲ Download the RFU file, and then attempt the upgrade again.

ENWW 99.00.01 Upgrade not performed file is corrupt 625

 99.00.02 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The issue is an I/O timeout when reading the header number and size. It indicates a problem with the network
environment, not the product.

Recommended action
The most common cause is an issue with the network environment.

▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

626 Chapter 30 99.wx.yz error codes ENWW

99.00.04 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The issue is an I/O timeout when reading the header.

The most common cause is an issue with the network environment.

Recommended action
▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

If the upgrade is being performed over the network check the link light on the ethernet connection on the
printer formatter and make sure that one light is solid and the other is blinking indicating that data is
passing over the ethernet connection. This is an indication of a good physical connection.

ENWW 99.00.04 Upgrade not performed timeout during receive 627

 99.00.05 Upgrade not performed timeout during receive
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The issue is an I/O timeout when reading image data.

The most common cause is an issue with the network environment.

Recommended action
▲ Make sure that there is a good network connection to the product, and then attempt the firmware upgrade
again, or upgrade using the USB walk-up port.

628 Chapter 30 99.wx.yz error codes ENWW

99.00.09 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user.

Recommended action
▲ Resend the RFU.

ENWW 99.00.09 Upgrade canceled by user 629

 99.00.10 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user when reading the header number and size.

Recommended action
▲ Resend the RFU.

630 Chapter 30 99.wx.yz error codes ENWW

99.00.11 Upgrade canceled by user
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The RFU was canceled by the user when reading the rest of the header.

Recommended action
▲ Resend the RFU.

ENWW 99.00.11 Upgrade canceled by user 631

 99.00.12 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The header number is 1, but the header size does not match version 1 size.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

632 Chapter 30 99.wx.yz error codes ENWW

99.00.13 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The header number is 2, but the header size does not match version 2 size.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

ENWW 99.00.13 Upgrade not performed the file is invalid 633

 99.00.14 Upgrade not performed the file is invalid
A remote firmware upgrade (RFU) was not performed.

● Recommended action

The file is invalid.

Recommended action
1. Download the RFU file again.

Make sure that you download the file for the correct printer model.

2. Re-send the RFU.

634 Chapter 30 99.wx.yz error codes ENWW

99.00.2x
There is a compatibility issue with the firmware.

● Recommended action

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.00.20 (event log)

The bundle is not for this product.

● 99.00.21 (event log)

The bundle is not signed with the correct signature, or the signature is invalid.

● 99.00.22 (event log)

The bundle header version is not supported by this firmware.

● 99.00.23 (event log)

The package header version is not supported by this firmware.

● 99.00.24 (event log)

The format of the bundle is invalid.

● 99.00.25 (event log)

The format of the package is invalid.

● 99.00.26 (event log)

A CRC32 check did not pass.

● 99.00.27 (event log)

An I/O error occurred while downloading the bundle.

Recommended action
1. 99.00.27 only: Turn the product off, and then on.

2. Download the correct firmware file from www.hp.com, and then resend the firmware upgrade.

3. If the error persists, try installing the upgrade by another method (USB or Embedded Web Server).

ENWW 99.00.2x 635

 99.01.xx
A firmware install error has occurred.

● Recommended action

The specific message varies depending on the cause, but the solution for each message is the same.

● 99.01.00

● 99.01.10

● 99.01.20

● 99.01.21

Recommended action
▲ Reload the firmware.

636 Chapter 30 99.wx.yz error codes ENWW

99.02.01
Firmware installation was successful.

● No action necessary

No action necessary

ENWW 99.02.01 637

 99.02.09
Firmware upgrade cancelled by user.

● No action necessary

No action necessary

638 Chapter 30 99.wx.yz error codes ENWW

99.09.61 Unsupported disk
This is a Preboot menu error.

● Recommended action

The installed disk is installed in a product configured for an encrypted hard disk.

Recommended action
▲ Access the Preboot menu, and then select Lock Disk to lock the disk.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

ENWW 99.09.61 Unsupported disk 639

 99.09.62 Unknown disk
This error indicates that there is an encryption mismatch between the HDD and the formatter.

● Recommended action

This typically happens because an HDD was swapped into a device from another device.

Recommended action
1. Use the Preboot menu to unlock the disk.

2. If a disk is to be reused in a different product, execute the Format Disk procedure from the Preboot menu,
and then reload the firmware and lock the disk.

▲ From the preboot menue, open the folowing menues:

● Administration (select 3)

● Manage Disks (select 6)

● Boot Device (select 6)

● Erase / Unlock (select 2)

3. If the previous steps did not resolve the issue, replace the hard disk drive.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

640 Chapter 30 99.wx.yz error codes ENWW

99.09.65 Disk data error
Disk data corruption has occurred.

● Recommended action

Recommended action
▲ Use the Format Disk procedure from the Preboot menu, and then resend the RFU.

NOTE: Do NOT replace the formatter board, it will not resolve the issue.

ENWW 99.09.65 Disk data error 641

 99.09.67 Disk is not bootable please download firmware
There is no firmware installed on the hard disk drive.

● Recommended action

This is usually the result of installing a new hard disk drive or performing a Clean Disk procedure from the
Preboot menu

Recommended action
Do NOT replace the formatter board, or the HDD it will not resolve this issue.

1. Press any button to continue to the main Preboot menu.

For instructions on accessing the Preboot menu, go to:HP PageWide Enterprise Color 765, MFP 780, 785,
and HP PageWide Managed Color E75160, E77650, E77660, P75250, P77440, P77940, P77950, P77960-
Preboot menu options c06160132

2. Press the Help button to see the help text for the error.

3. Select the Administration menu.

If there is a password assigned to the administrator, a prompt to enter the password displays.

4. Select the Download item.

5. The user can now download a new firmware bundle to the printer.

See 'Method Three' in this document for complete firmware download instructions: HP LaserJet Enterprise
- Update firmware using a USB flash drive or the Embedded Web Server -c03847902.

642 Chapter 30 99.wx.yz error codes ENWW

31 Alphabetical error messages

● Accept bad signature

● Bad optional tray connection

● <binname> full Remove all paper from bin

● Canceling

● Canceling...<jobname>

● Checking engine

● Checking paper path

● Chosen personality not available To continue touch “OK”

● Cleaning

● Cleaning do not grab paper

● Clearing event log

● Clearing paper path

● Cooling device

● Creating cleaning page...

● Data received To print last page press “OK”

● Event log is empty

● Expected drive missing

● External device initializing

● FIM Load Error Send full FIM on <X> port

● Genuine HP cartridge installed

● Genuine HP supply installed

● HP Secure hard drive disabled

● Initializing...

● Install supplies

ENWW 643
 ● Internal disk device failure To clear touch “OK”

● Internal disk file operation failed

● Internal disk file system is full

● Internal disk is write protected

● Internal disk not found

● Internal disk not initialized

● Internal disk spinning up

● Loading program <XX> Do not power off

● Manually feed output stack Then touch "OK" to print second side

● Manually feed: <Type><Size>

● No job to cancel

● NON HP Supply Installed

● Paused…

● Performing Paper Path Test

● Please Wait...

● Printing Cleaning Page...

● Printing Configuration...

● Printing engine test...

● Printing Event Log...

● Printing File Directory...

● Printing Font List...

● Printing Help Page...

● Printing Menu Map...

● Printing Registration Page

● Printing stopped...

● Printing Supplies Status Page...

● Printing Usage Page...

● Processing duplex job Do not grab paper until job completes

● Processing job from tray <x>... Do not grab paper until job completes

● Processing...

● Processing... copy <x> of <y>

644 Chapter 31 Alphabetical error messages ENWW

 ● RAM disk device failure To clear press “OK”

● RAM disk file operation failed To clear press “OK”

● RAM disk file system is full To clear press “OK”

● RAM disk is write protected To clear press “OK”

● RAM disk not initialized

● Ready

● Ready <IP Address>

● Receiving Upgrade

● Remove USB accessory

● Resend external accessory firmware

● Resend Upgrade

● Restore Factory Settings

● ROM disk device failed To clear press “OK”

● ROM disk file operation failed To clear press “OK”

● ROM disk file system is full To clear press “OK”

● ROM disk is write protected To clear press “OK”

● ROM disk not initialized To clear press “OK”

● Rotating Motor

● Size mismatch in Tray <x>

● Sleep mode on

● Supplies low

● Supply memory warning

● The unit has corrupt data

● Type mismatch Tray <x>

● Unsupported drive installed To continue, touch “OK”

● Unsupported tray configuration

● Unsupported USB accessory detected Remove USB accessory

● USB accessory not functional

● USB hubs are not fully supported Some operations may not work properly

● USB is write protected To clear press “OK”

● USB needs too much power Remove USB and then turn off and on

ENWW 645
 ● USB not initialized

● USB storage accessory removed Clearing any associated data

● USB storage device failure To clear press “OK”

● USB storage file operation failed To clear press “OK”

● USB storage file system is full To clear press “OK”

● Waiting for tray <x> to lift

● Windows Login Required to Use this Feature

646 Chapter 31 Alphabetical error messages ENWW

Accept bad signature
The product is performing a remote firmware upgrade and the code signature is invalid.

● Recommended action

Recommended action
▲ Download the correct firmware upgrade file for the product, and then reinstall the upgrade.

ENWW Accept bad signature 647

 Bad optional tray connection
The optional tray is not connected, not connected correctly, or a connection is not working correctly.

● Recommended action

Recommended action
1. Turn the printer off.

2. Remove and then reinstall the optional tray.

3. Reconnect the connectors for the tray.

4. If the problem continues, replace the connector for the tray.

648 Chapter 31 Alphabetical error messages ENWW

<binname> full Remove all paper from bin
The specified output bin is full.

● Recommended action

Recommended action
▲ Empty the bin to continue printing.

ENWW <binname> full Remove all paper from bin 649

 Canceling
The printer is canceling the current job.

● No action necessary

No action necessary

650 Chapter 31 Alphabetical error messages ENWW

Canceling...<jobname>
The printer is canceling the current job <jobname>.

● No action necessary

No action necessary

ENWW Canceling...<jobname> 651

 Checking engine
The product is conducting an internal test.

● No action necessary

No action necessary

652 Chapter 31 Alphabetical error messages ENWW

Checking paper path
The product is checking for possible paper jams.

● No action necessary

No action necessary

ENWW Checking paper path 653

 Chosen personality not available To continue touch “OK”
A print job requested a printer language (personality) that is not available for this printer. The job will not print
and will be cleared from memory.

● Recommended action

Recommended action
▲ Print the job by using a print driver for a different language, or add the requested language to the printer (if
possible). To see a list of available personalities, print a configuration page.

654 Chapter 31 Alphabetical error messages ENWW

Cleaning
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is complete.

● No action necessary

No action necessary

ENWW Cleaning 655

 Cleaning do not grab paper
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is complete.

● No action necessary

No action necessary

656 Chapter 31 Alphabetical error messages ENWW

Clearing event log
This message is displayed while the event log is cleared. The printer exits the menus when the event log has
been cleared.

● No action necessary

No action necessary

ENWW Clearing event log 657

 Clearing paper path
The printer is attempting to eject jammed paper.

● Recommended action

Recommended action
▲ Check the progress at the bottom of the display.

658 Chapter 31 Alphabetical error messages ENWW

Cooling device
The printer is cooling.

● No action necessary

No action necessary

ENWW Cooling device 659

 Creating cleaning page...
A cleaning page is being generated.

● No action necessary

No action necessary

660 Chapter 31 Alphabetical error messages ENWW

Data received To print last page press “OK”
The printer is waiting for the command to print the last page.

● Recommended action

Recommended action
▲ Touch the “OK” button to print the last page of the job.

ENWW Data received To print last page press “OK” 661

 Event log is empty
No printer events are in the log.

● No action necessary

No action necessary

662 Chapter 31 Alphabetical error messages ENWW

Expected drive missing
The printer cannot find the encrypted hard drive.

● Recommended action

Recommended action
▲ Install the encrypted hard disk drive.

ENWW Expected drive missing 663

 External device initializing
An external device is initializing.

● No action necessary

No action necessary

664 Chapter 31 Alphabetical error messages ENWW

FIM Load Error Send full FIM on <X> port
The printer displays this message before the firmware is loaded at startup if an error has occurred during a
firmware upgrade.

● Recommended action

Recommended action
▲ Re-send the firmware upgrade.

ENWW FIM Load Error Send full FIM on <X> port 665
 Genuine HP cartridge installed
A new genuine HP toner cartridge has been installed. The message appears for about 6 seconds before the
printer returns to the READY state.

● No action necessary

No action necessary

666 Chapter 31 Alphabetical error messages ENWW

Genuine HP supply installed
A new genuine HP supply has been installed.

● Recommended action

Recommended action
▲ Touch the Hide button to remove this message.

ENWW Genuine HP supply installed 667

 HP Secure hard drive disabled
The hard disk drive has been encrypted for another printer.

● Recommended action

Recommended action
▲ Remove the hard disk drive or use the Embedded Web Server for more information.

668 Chapter 31 Alphabetical error messages ENWW

Initializing...
The printer is starting.

● No action necessary

No action necessary

ENWW Initializing... 669

 Install supplies
More than one supply is missing or is installed incorrectly.

● Recommended action

Recommended action
1. Touch the OK button to identify the supplies that need to be replaced.

2. Touch the OK button a second time for more information about the specific supply.

3. Install the supply or make sure it is correctly installed and fully seated.

670 Chapter 31 Alphabetical error messages ENWW

Internal disk device failure To clear touch “OK”
The internal disk failed.

● Recommended action

82.0X.YY (event code)

Recommended action
1. Touch the OK button to clear the error.

2. If the error persists, turn off the product, and then remove and reinstall the hard drive.

3. Turn on the product.

4. If the error persists, replace the internal hard drive.

ENWW Internal disk device failure To clear touch “OK” 671

 Internal disk file operation failed
A PJL system command attempted to perform an illogical operation, such as downloading a file to a nonexistent
directory.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

672 Chapter 31 Alphabetical error messages ENWW

Internal disk file system is full
A PJL system command attempted to write data to the internal hard disk drive but was unsuccessful because the
hard disk drive is full.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

ENWW Internal disk file system is full 673

 Internal disk is write protected
The internal hard disk drive is write protected and no new files can be written to it.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

674 Chapter 31 Alphabetical error messages ENWW

Internal disk not found
The internal hard disk drive was not found at start up.

● Recommended action

Recommended action
▲ Turn the printer off, and then on.

ENWW Internal disk not found 675

 Internal disk not initialized
The internal hard disk drive file system must be initialized before it can be used.

● Recommended action

Recommended action
▲ Initialize the internal hard disk drive file system.

676 Chapter 31 Alphabetical error messages ENWW

Internal disk spinning up
The internal hard disk drive device is spinning up its platter. Jobs that require hard disk drive access must wait.

● No action necessary

No action necessary

ENWW Internal disk spinning up 677

 Loading program <XX> Do not power off
Programs and fonts can be stored on the printer’s file system and are loaded into RAM when the printer is turned
on. The number <XX> specifies a sequence number indicating the current program being loaded.

● No action necessary

No action necessary

678 Chapter 31 Alphabetical error messages ENWW

Manually feed output stack Then touch "OK" to print second side
The printer has printed the first side of a manual duplex job and is waiting for the user to insert the output stack
to print the second side.

● Recommended action

Recommended action
1. Maintaining the same orientation, remove the pages from the output bin.

2. Flip the document printed side up.

3. Load the document in Tray 1.

4. Touch the OK button to print the second side of the job.

ENWW Manually feed output stack Then touch "OK" to print second side 679
 Manually feed: <Type><Size>
This message appears when manual feed is selected, Tray 1 is not loaded, and other trays are empty.

● Recommended action

Recommended action
1. Load the tray with requested paper.

2. If the paper is already in the tray, press the Help button to exit the message and then press the OK button
to print.

3. To use another tray, clear paper from Tray 1, press the Help button to exit the message and then press the
OK button.

680 Chapter 31 Alphabetical error messages ENWW

No job to cancel
You have pressed the stop button but the printer is not actively processing any jobs.

● No action necessary

No action necessary

ENWW No job to cancel 681

 NON HP Supply Installed
This message is displayed for about 6 seconds when a new non HP supply is installed.

● Recommended action

10.99.31 (event code)

Recommended action
▲ If it is believed the customer purchased a genuine HP supply, help them go to www.hp.com/go/
anticounterfeit.

682 Chapter 31 Alphabetical error messages ENWW

Paused…
The printer is paused, and there are no error messages pending at the display. The I/O continues receiving data
until the memory is full.

● Recommended action

Recommended action
▲ Press the Stop button.

ENWW Paused… 683

 Performing Paper Path Test
A paper-path test is being performed.

● No action necessary

No action necessary

684 Chapter 31 Alphabetical error messages ENWW

Please Wait...
The printer is in the process of clearing data.

● No action necessary

No action necessary

ENWW Please Wait... 685

 Printing Cleaning Page...
The printer is printing the cleaning page.

● No action necessary

No action necessary

686 Chapter 31 Alphabetical error messages ENWW

Printing Configuration...
The printer is printing the Configuration page.

● No action necessary

No action necessary

ENWW Printing Configuration... 687

 Printing engine test...
The printer is printing an engine test page.

● No action necessary

No action necessary

688 Chapter 31 Alphabetical error messages ENWW

Printing Event Log...
The printer is printing the Event Log page.

● No action necessary

No action necessary

ENWW Printing Event Log... 689

 Printing File Directory...
The printer is printing the File Directory pages.

● No action necessary

No action necessary

690 Chapter 31 Alphabetical error messages ENWW

Printing Font List...
The printer is printing the Font List pages.

● No action necessary

No action necessary

ENWW Printing Font List... 691

 Printing Help Page...
The printer is printing the Help page.

● No action necessary

No action necessary

692 Chapter 31 Alphabetical error messages ENWW

Printing Menu Map...
The printer is printing the Menu Map pages.

● No action necessary

No action necessary

ENWW Printing Menu Map... 693

 Printing Registration Page
The printer is printing the Registration pages.

● No action necessary

No action necessary

694 Chapter 31 Alphabetical error messages ENWW

Printing stopped...
Time has expired on the Print/Stop test.

● No action necessary

No action necessary

ENWW Printing stopped... 695

 Printing Supplies Status Page...
The printer is printing the Supplies Status page.

● No action necessary

No action necessary

696 Chapter 31 Alphabetical error messages ENWW

Printing Usage Page...
The printer is printing the Usage page.

● No action necessary

No action necessary

ENWW Printing Usage Page... 697

 Processing duplex job Do not grab paper until job completes
Paper temporarily comes into the output bin while printing a duplex job.

● No action necessary

No action necessary

698 Chapter 31 Alphabetical error messages ENWW

Processing job from tray <x>... Do not grab paper until job completes
The printer is actively processing a job from the designated tray.

● No action necessary

No action necessary

ENWW Processing job from tray <x>... Do not grab paper until job completes 699
 Processing...
The printer is currently processing a job but is not yet picking pages. When paper motion begins, this message is
replaced by a message that indicates the tray the job is using.

● No action necessary

No action necessary

700 Chapter 31 Alphabetical error messages ENWW

Processing... copy <x> of <y>
The printer is currently processing or printing collated copies. The message indicates that copy number <x> of
total copies <y> is currently being processed.

● No action necessary

No action necessary

ENWW Processing... copy <x> of <y> 701

 RAM disk device failure To clear press “OK”
The specified device failed.

● Recommended action

Recommended action
▲ Touch the OK button to remove the message.

702 Chapter 31 Alphabetical error messages ENWW

RAM disk file operation failed To clear press “OK”
A PJL command was received that attempted to perform an illegal operation, such as downloading a file to a
nonexistent directory.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

ENWW RAM disk file operation failed To clear press “OK” 703
 RAM disk file system is full To clear press “OK”
The RAM disk is full.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

704 Chapter 31 Alphabetical error messages ENWW

RAM disk is write protected To clear press “OK”
The device is protected and no new files can be written to it.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

ENWW RAM disk is write protected To clear press “OK” 705

 RAM disk not initialized
The RAM disk file system must be initialized before it can be used.

● Recommended action

Recommended action
▲ Initialize the RAM disk file system.

706 Chapter 31 Alphabetical error messages ENWW

Ready
The printer is online and ready for data. No status or printer attendance messages are pending at the display.

● No action necessary

No action necessary

ENWW Ready 707

 Ready <IP Address>
The printer is online and ready for data. No status or printer attendance messages are pending at the display.
The printer IP address displays.

● No action necessary

No action necessary

708 Chapter 31 Alphabetical error messages ENWW

Receiving Upgrade
The printer is receiving a firmware upgrade.

● Recommended action

Recommended action
▲ Do not turn the printer off until it reaches the Ready state.

ENWW Receiving Upgrade 709

 Remove USB accessory
This message displays when an unsupported USB device is inserted into a host USB port on the printer.

● Recommended action

Recommended action
▲ Remove the unsupported USB device.

710 Chapter 31 Alphabetical error messages ENWW

Resend external accessory firmware
An external accessory requires a firmware upgrade. Printing can continue, but jams might occur if the job uses
the external accessory.

● Recommended action

Recommended action
▲ Perform a firmware upgrade.

ENWW Resend external accessory firmware 711

 Resend Upgrade
A firmware upgrade did not complete successfully.

● Recommended action

Recommended action
▲ Upgrade the firmware again.

712 Chapter 31 Alphabetical error messages ENWW

Restore Factory Settings
The printer is restoring factory settings.

● No action necessary

No action necessary

ENWW Restore Factory Settings 713

 ROM disk device failed To clear press “OK”
The specified device failed.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

714 Chapter 31 Alphabetical error messages ENWW

ROM disk file operation failed To clear press “OK”
A PJL command was received that attempted to perform an illegal operation, such as downloading a file to a
nonexistent directory.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

ENWW ROM disk file operation failed To clear press “OK” 715
 ROM disk file system is full To clear press “OK”
The specified device is full.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

716 Chapter 31 Alphabetical error messages ENWW

ROM disk is write protected To clear press “OK”
The device is protected and no new files can be written to it.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

ENWW ROM disk is write protected To clear press “OK” 717

 ROM disk not initialized To clear press “OK”
The ROM disk file system must be initialized before it can be used.

● Recommended action

Recommended action
▲ Initialize the ROM disk file system.

718 Chapter 31 Alphabetical error messages ENWW

Rotating Motor
The printer is executing a component test and the component selected is a motor.

● Recommended action

Recommended action
1. Press the STOP button when ready to stop this test.

2. To exit press X.

ENWW Rotating Motor 719

 Size mismatch in Tray <x>
The paper in the listed tray does not match the size specified for that tray.

● Recommended action

Recommended action
1. Load the correct paper.

2. Make sure that the paper is positioned correctly.

3. Close the tray, and then make sure that the control panel lists the correct size and type for the specified
tray.

4. If necessary, use the control panel menus to reconfigure the size and type settings for the specified tray.

5. If error persists, use the tray/bin manual sensor test to test the switch.

720 Chapter 31 Alphabetical error messages ENWW

Sleep mode on
The printer is in sleep mode. Pressing a control-panel button, receiving a print job, or occurrence of an error
condition clears this message.

● No action necessary

No action necessary

ENWW Sleep mode on 721

 Supplies low
Multiple supplies on the printer have reached the low threshold.

● Recommended action

Recommended action
▲ Replace the supply when print quality is no longer acceptable.

722 Chapter 31 Alphabetical error messages ENWW

Supply memory warning
The printer cannot read or write to the e-label or the e-label is missing.

● No action necessary

No action necessary

The unit has corrupt data

Data corruption has occurred in the firmware volume.

● Recommended action for 98.00.01, 98.00.02, and 98.00.03

● Recommended action for 98.00.04

● 98.00.01: Corrupt data in the firmware volume

● 98.00.02: Corrupt data in the solutions volume

● 98.00.03: Corrupt data in the configuration volume

● 98.00.04: Corrupt data in the job data volume

Recommended action for 98.00.01, 98.00.02, and 98.00.03

For 98.00.01, 98.00.02, and 98.00.03, perform the following steps:

1. Turn the product off, and then on.

2. Use the Clean Disk item in the Preboot menu.

3. Reload the firmware.

Recommended action for 98.00.04

For 98.00.04, perform the following steps:

1. Turn the product off, and then on.

2. Run the file erase function.

ENWW Supply memory warning 723

 Type mismatch Tray <x>
The specified tray contains a paper type that does not match the configured type.

● Recommended action

Recommended action
The specified tray will not be used until this condition is addressed. Printing can continue from other trays.

1. Load the correct paper in the specified tray.

2. On the product control, make sure that the type loaded in the tray matches the specified setting for the
tray.

724 Chapter 31 Alphabetical error messages ENWW

Unsupported drive installed To continue, touch “OK”
A non-supported hard disk drive has been installed. The hard disk drive is unusable by this printer.

● Recommended action

Recommended action
1. Turn the printer off.

2. Remove the hard drive.

3. Turn the printer on.

ENWW Unsupported drive installed To continue, touch “OK” 725

 Unsupported tray configuration
The printer has too many optional trays installed.

● Recommended action

Recommended action
▲ Turn the printer off, remove the unsupported trays, and then turn the printer on.

726 Chapter 31 Alphabetical error messages ENWW

Unsupported USB accessory detected Remove USB accessory
A non-supported USB accessory has been installed.

● Recommended action

Recommended action
▲ Turn the printer off, remove the USB accessory, and then turn the printer on.

ENWW Unsupported USB accessory detected Remove USB accessory 727

 USB accessory not functional
A parameter in the USB accessory is not correctly functioning.

● Recommended action

Recommended action
1. Turn the printer off.

2. Remove the USB accessory.

3. Insert a replacement USB accessory.

728 Chapter 31 Alphabetical error messages ENWW

USB hubs are not fully supported Some operations may not work
properly
Some USB hubs require more power than the printer has available.

● Recommended action

Recommended action
▲ Remove the USB hub.

ENWW USB hubs are not fully supported Some operations may not work properly 729
 USB is write protected To clear press “OK”
The device is protected and no new files can be written to it.

● Recommended action

Recommended action
▲ Touch the OK button to clear the error.

730 Chapter 31 Alphabetical error messages ENWW

USB needs too much power Remove USB and then turn off and on
A USB accessory is drawing too much electrical current. Printing cannot continue.

● Recommended action

Recommended action
1. Turn the printer off, remove the USB accessory, and then turn the printer on.

2. Use a USB accessory that uses less power or that contains its own power supply.

ENWW USB needs too much power Remove USB and then turn off and on 731
 USB not initialized
The USB device file system must be initialized before it can be used.

● Recommended action

Recommended action
▲ Use the EWS or HP Web Jetadmin to initialize the component.

732 Chapter 31 Alphabetical error messages ENWW

USB storage accessory removed Clearing any associated data
This message displays for about 6 seconds after a USB device is removed.

● Recommended action

Recommended action
▲ Touch the OK button to remove this message.

ENWW USB storage accessory removed Clearing any associated data 733
 USB storage device failure To clear press “OK”
The specified device failed.

● Recommended action

Recommended action
▲ Touch the OK button to clear this error.

734 Chapter 31 Alphabetical error messages ENWW

USB storage file operation failed To clear press “OK”
A PJL file system command was received that attempted to perform an illegal operation, such as downloading a
file to a nonexistent directory.

● Recommended action

Recommended action
▲ Touch the OK button to clear this error.

ENWW USB storage file operation failed To clear press “OK” 735
 USB storage file system is full To clear press “OK”
The file system on the installed USB device is full.

● Recommended action

Recommended action
▲ Touch the OK button to clear this error.

736 Chapter 31 Alphabetical error messages ENWW

Waiting for tray <x> to lift
The specified tray is in the process of lifting paper to the top of the tray (so it can correctly feed).

● No action necessary

No action necessary

ENWW Waiting for tray <x> to lift 737

 Windows Login Required to Use this Feature
Windows login required.

● Recommended action

Recommended action
▲ Enter your windows login.

738 Chapter 31 Alphabetical error messages ENWW