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May 20, 2013

HP CM1312 and M2727 Multifunction LaserJet ADF Paper Jams

Posted by Market Point under HP, Printer Tech Support Articles, Uncategorized | Tags: , , , , |
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This past week I had a few calls on these models so I thought I would share some information about these document feeders because they can be found on several different models of machines made in the same time period as these. Below are the two most common issues I find with these units.

Scenario 1 – Not Feeding into the unit
Due to the fact that paper is fed face up through these document feeders, toner, ink, and dirt seem to contaminate the pick up and feed rollers more often than face down document feeders. To clean, open the ADF feed cover, (more…)

 

May 20, 2013

HP M2727 Multifunction – black smudge or line on pages

Posted by Market Point under HP, Printer Tech Support Articles, Uncategorized | Tags: , , , , , |
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This problem is easy to diagnose. The hard part about this repair is that if the fusing assembly needs to be replaced you have to disassemble a lot of the printer.

I was called out the other day on a M2727 that had a line running down the pages. At first I thought it was just a simple cleaning of the glass strip underneath the ADF unit. However, upon arrival I noticed it was doing it on printed pages also. Whenever troubleshooting lines on pages the first step is to isolate the problem. If your printed page from the computer has a line on it then you know you have a problem with the print engine. If the problem doesn’t happen on printed pages but on copied pages then we know it’s related to the optics in the copy unit portion. In the case of this service call it was the print engine.

The first step when troubleshooting lines on the print engine is to (more…)

 

March 20, 2013

Troubleshooting HP Color LaserJet 4700 Printer Issues

Posted by Market Point under HP, Printer Tech Support Articles, Uncategorized | Tags: , , , , , , |
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I’ve found these machines to be among the better color LaserJet printers made. When OEM cartridges are used, I rarely run into problems and these printers require very little maintenance, most of which a customer can handle on their own. I have a few of these machines in the field right now that have over 1,000,000 prints. I believe these machines are well worth keeping around, if possible.

In follow up to Monday’s post, here are a few more troubleshooting tips for the 4700 LaserJet and the 4730 MFP.

HP Color LaserJet 4700 Light Print CMY Color Planes
A recent service called involved a machine that was printing light in all the colors. When I printed a config page I noticed that all the colors seemed extremely light.  The printer error report showed lots of CPR sensor errors and 54.XX halftone calibration errors.

The customer had replaced all the color cartridges (they were using OEM cartridges). Disabling the cartridge check in the diagnostics menu and swapping the cartridges, restoring the print quality settings, running a full calibration, and making sure its toner save was turned off did nothing to change the print quality. I took out the feed assembly under the cartridges and cleaned out the two color plane registration and density sensors. Once again, nothing changed on the print quality.

As a last resort I performed a NVRAM RESET (more…)

 

March 13, 2013

Market Point is now an HP PartsOne Authorized Parts Reseller

Posted by Market Point under HP, Uncategorized | Tags: , , |
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Market Point, an HP PartsOne Authorized Parts reseller, extends portfolio of quality printer products fully backed by HP.

According to Beth Nordman, EVP Sales and Marketing at Market Point “our longstanding relationship with HP is moving to the next level as we team together to promote an OEM offering.”  The HP PartsOne Authorized Parts reseller designation is the most recent addition to Market Point’s OEM authorizations.  “Anticipating our customers’ needs in technology and processes to better serve their customers, manage costs and improve margins, we invest in the solutions offerings, industry partnerships and product expertise to best service our customer base,” commented Nordman.

The benefits to service companies and large self-maintaining organizations of sourcing HP printer parts through Market Point are many.  “Our strategic alignment with HP as well as with Lexmark offers our customers the ease of a single-source provider, supported by the OEMs.” Nordman continues, “We understand the issues that drive our customers’ businesses; from the need to streamline processes and reduce overhead to growing revenue through smarter business practices. We are now in an even stronger position to support those goals.”

Visit our website at www.marketpoint.com

 

March 5, 2013

HP LaserJet 5si, 8000, 8100, and 8150 Gear Noise

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This last year I’ve been experiencing more calls due to noise coming from the left side of these machines and, in extreme cases, the noise is followed by jamming in the face-down delivery assembly. When you close the back door on these machines a swing plate gear drops down and meshes with the top gear on the fusing assembly. Over time this gear gets worn down and a noise develops.

What I’ve noticed is that the swing plate gear noise is gradual and because these machines typically are noisy anyway, customers tend not to notice a problem until the printer starts jamming or the noise gets extremely bad.

To check this out, turn the machine off, remove the fusing assembly and check the gear. If you’re looking at the inside of the machine from the left side the gear is located on the bottom left part of the delivery assembly.  It’s spring loaded so you can pull it down and get a good look at it. If the teeth are worn down it’s pretty obvious. If it’s really bad and jamming all the time you can further test it by running a paper path test from the information menu and send it to the face up exit assembly. The paper will exit out the left side of the machine and drop on the floor if the tray is not there but this test will verify if the fusing assembly is causing the problem or not.

Another way to check is to see if the rollers on top of the machine are rotating. If the teeth on the swing plate gear are stripped out, the exit rollers on the top of the face down delivery system will not be functioning correctly. Sometimes they don’t turn at all and other times they will turn only intermittently. The gear is not sold separately so if you find this to be the case then you will have to replace the face down delivery system. It’s not a tough job and because of the age of these machines the parts seem to be getting cheaper by the day. Right now these are some of the cheapest HP machines to own and operate because of the cost of parts and toner.

HP LaserJet 5si, 8000, 8100, 8150 Face Down Delivery Assembly RG5-1874

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Kevin Gumpp is a certified printer technician and freelance writer for Market Point. If you have a question regarding this topic or have any other printer repair related questions or topics for which you would like more information, please send an email to maryp@marketpoint.com.

 

February 27, 2013

HP P3005 – Light Print – Formatter Issue.

Posted by Market Point under HP, Printer Tech Support Articles, Uncategorized | Tags: , , , , , , , |
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A few months ago I serviced a HP LaserJet P3005 for a third party company. While servicing the machine for a paper jam issue I noticed that it was printing extremely light and every time I turned it off and back on, upon reboot  it gave me an 11.XX internal clock error. The internal clock error was pretty simple. That’s the formatter board.

The light print, though, threw me for a loop. The machine had an OEM cartridge, toner density all the way up, and not in toner save mode. The customer said it was always like that so they had no issue with it. I told them that to fix the clock error they would have to replace the formatter and possible either the ECU or formatter to fix the light print.

Fast forward a few months (more…)

 

February 18, 2013

Troubleshooting Tips for HP LaserJet P4014 and P4015

Posted by Market Point under HP, Uncategorized | Tags: , , , , , , , , , , , |
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49.XXX Service Error on the Display

These 49 errors are usually related to software and communication issues. On a recent machine I serviced the error was the result of a broken pressure roller gear that locked up the fuser drive system. After replacing the part the machine started working again but it was more noisy than usual. I then printed off the config page to see the machine had 500,000 prints on it. Since the noise was in the back I pulled the fusing assembly back out and noticed that the swing plate gear inside the machine that meshes with the pressure roller gear was worn down. I had often wondered if this was going to be an issue with these models because of how hard the fusers turn as they age. So this situation answered my question. From now on I’ll be keeping an eye on these swing plate gears.

HP LaserJet P4014 and P4015 Fuser CB506-67901
HP LaserJet P4014 and P4015 Maintenance Kit CB388A

Tray Issues

I’ve been seeing a lot of jam issues coming from the paper tray, specifically the paper not even making it out of the tray.  While troubleshooting I’ve been seeing lots of broken paper stops. The plastic that locks the stop in place breaks or cracks and the stop will move back an inch or more. People see the problem and move the stop back up but once they close the tray the weight of the paper pushes the stop back again. Unfortunately the stops are not available as separate items to purchase and replace. However, you can get refurbished trays relatively inexpensively.

HP LaserJet P4014 and P4015  500 sheet Cassette Tray RM1-4559

Perform User Maintenance Message Reset

I’ve talked about this before but didn’t give the instructions. In older models there was a firmware glitch and the maintenance reset is not in the start up service mode. Below are the instructions to reset the maintenance count through the control panel service menu.

1. Press the Menu Button

2. Press the down arrow to highlight SERVICE and then press OK

3. Enter the PIN using the alphanumeric keypad

PIN for the HP LaserJet P4014 models is 05401408

PIN for the HP LaserJet P4015 models is 05401508

PIN for the HP LaserJet P4515 models is 05451508

4. Press OK to enter the PIN and open the SERVICE menu.

5. Scroll down the MAINTENANCE COUNT and reset the count to Zero.

HP LaserJet P4014 and P4015 Maintenance Kit CB388A

 4. 13.20.00 Jam Inside

You’ll see this error message when the paper jams in the front of the machine, the customer pulls the paper out, and a piece tears and gets stuck on the sensor flag in the front feed assembly. On the new P4014 and 4015 series HP has made the paper jam removal guide even smaller. To find the guide:

  • open the bypass  tray and remove the envelope accessory plate right above the bypass pick up rollers
  • open the front door and remove the cartridge
  • the paper jam removal guide is in the very front of the print cavity. It has a green labeled handle on the right side to rotate it up.

Check in that area for jammed paper that may have been missed. If you see paper in there that you can’t quite reach use a piece of heavy cardstock paper and push it up through the bottom of the machine up to the top (a good thin pair of hemostats have saved me time on several occasions). This should push any paper scraps through the feed assembly or sensor flag and up to where you can grab it and pull it out. The main thing here is to only feed paper from the bottom to the top. Doing this procedure from top to bottom could break the sensor flag. Worse case scenario you will have to remove the bypass tray pick up assembly to remove the jam.

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Kevin Gumpp is a certified printer technician and freelance writer for Market Point. If you have a question regarding this topic or have any other printer repair related questions or topics for which you would like more information, please send an email to maryp@marketpoint.com.

 

January 29, 2013

HP LaserJet 5000 or 5100 Jamming at Fusing Assembly

Posted by Market Point under HP, Uncategorized | Tags: , , , , |
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This jam happens when the paper gets out of the paper tray and through the toner area and then jams right at the front of the fusing assembly. The user opens the front door, removes the toner and finds the paper wrinkled up in front of the fuser; they pull the paper out, try again and get the same result.

I’ve seen two things cause Jamming at the Fusing Assembly:

(1)     The fixing film on the fusing assembly fails to rotate.

For some reason, on these models more than others, the fixing film may not move properly. Without the film moving, once the paper hits the fusing assembly, there is not enough drive and the paper stops. Other signs that indicate the fixing film may not be moving properly are distorted print or intermittent jamming.

To troubleshoot: (more…)

 

January 23, 2013

HP Color LaserJet 5500 – 51.2 Error on the Display

Posted by Market Point under HP, Uncategorized | Tags: , |
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The 51.2 error is a laser error. It means the laser motor didn’t get up to operating speed in time.

The service manual says the 2 in the error code will be followed by an additional number, but the machine I just serviced was reporting a 51.2Y Error (a letter, not a number) indicating a problem with the yellow laser scan assembly. When I switched the yellow laser scanner assembly (laser unit) to the cyan slot the 51.2Y error turned to a 51.2C error.

In monochrome printers the laser scanner motor doesn’t typically turn on so the machine usually goes to a ready state until you use it; then you get the 51 error. With color laser printers, after the machine initializes it does a calibration, which uses the laser scanner assemblies. So, on color machines you most likely will get the error on start up while performing the calibration.

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January 14, 2013

National Service Providers: From a Service Technician’s Perspective

Posted by Market Point under HP, Lexmark, Misc, Uncategorized | Tags: , , |
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A few years ago, after several changes in the company I work for, we were struggling to get new service leads. So I created a region-specific website designed to attract new business from the surrounding area. One of the things I didn’t count on was getting lots of calls from national service providers looking for technicians to provide service for their customers in our area. After dealing with several, I thought I’d share my experiences and insights on what to look for and what to watch out for.

For those of you unfamiliar with National Service Providers

The majority of the national service providers advertise on their websites that they have thousands of technicians, around the country who can provide service on any machine in any zip code.  When a customer calls and agrees to their services, the customer then waits for a call back with notification of when the tech will be out.  Typically, the national company checks their database for providers in the area or they get online and call around to local service providers to find a technician qualified to work on the machine. The local provider they find must be willing to do the work for a specific fee and within a designated period of time. Once the national service provider finds a local service provider to accept the call, the tech goes out and fixes the customer’s machine as a representative of the national service provider.

However, the above scenario is not always the case. Read More

 

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