Troubleshooting a 49 Service Error in the HP CM4540 Enterprise Color Laser


A few days ago I was called out to work on a HP CM4540 that was getting a 49 Service Error. The customer called me and explained that they had already tried to clear the error by turning the machine off then back on but the problem came back. I advised the customer to remove the communication cable and reboot the machine to see if the problem went away. Of course, it did, so I told the customer to delete all print jobs in the print queue and then try to print something simple like a windows test page. The next day I received another call that the problem was back and now would not go away. Continue reading

Troubleshooting Tips for HP LaserJet P4014 and P4015


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.

Troubleshooting Lexmark 4069 Fusers – Part 1


In my previous post I wrote about Lexmark T-Series fusers in general. Now I’ll get more specific. In this post I’ll try to provide some, hopefully interesting, observances about individual model idiosyncrasies, challenges and opportunities.

Remember, I’m not trying to tell anybody how to troubleshoot. Nor am I claiming that all the information contained here is gospel. This is just some stuff I’ve noticed, experienced and talked with other techs about over the years. It’s information that’s worked for me. I hope it works for you.

At the outset I’d like to say that Lexmark fusers are ‘complicated simplicity’. I said in the last post that Lexmark hasn’t changed much of the basic design since the Optra S. That’s the ‘simplicity’. The ‘complicated’ enters the picture with the number of little variations within each model according the Type Number.

Let’s begin our fuser journey with the Lexmark T61x.  Continue Reading

HP LaserJet 4200, 4240, 4250, 4300, 4350 Common Errors and Issues


Yet another great series of printers introduced in the 4000 line of printers by HP, these machines are the workhorses that we’ve come to expect from HP for fast every day printing. They experience very few problems and have long life spans. The majority of the problems are easily fixed and at a relatively low cost to the customer making these printers a favorite in any work environment.

In this article, I will discuss a few of the issues related to these machines to help make repairing them as trouble free as possible.

13.01 Paper Jam Error
Not the most common error but it still does occur on these printers. Obviously, the first thing to check is the feed separation rollers (part # RM1-0037)  The rollers for the 4200 and 4300 series tend to last a lot longer than original 4000 rollers but they still wear out so check to make sure they still have tread.  Continue Reading

Common Error Codes and Problems with the HP LaserJet 4000, 4050, 4100


In this article I’ll discuss the variety of common service related issues in the early HP 4000 series printer family. You may be wondering why I’m focusing on these older printer models.  In my opinion, next to the HP 4 and 5 series, the HP 4000 series is one of the best lines of printers ever made. Many of these machines are still in the field and, due to age, some of these problems are becoming more frequent. Because these machines have become “more repairable” over the last year since the price on the parts has drastically dropped and the cost of the toner cartridges have gotten lower, they are some of the cheapest machines to run given the cost per page. So for your customers who are thinking about how they can get the most for their money, these machines offer what they are looking for.

NOTE:  Almost all the part numbers listed in this article are for the 4000 series. The 4100 uses different part numbers for the feed rollers, pick up and feed assemblies, and the paper size board is different on some of the models given the extra feed trays. Get the 4100 printer specific part numbers here

Let’s take a look, then, at some of the common errors.  Continue Reading

HP Printers 49.XXXX Service Errors


In the past several years 49.xxxx service errors have become one of the most common errors associated with all models of the HP line of printers. In this article, I’ll discuss the meaning of the error, what causes it, and gives some tips on trying to fix it. Yes, I said try. Given the nature of the errors each one is unique and what might work on one will not work on another. So patience and a little bit of luck might be needed. Read on…

First, the 49 error is an internal communication problem. The firmware has had a critical error and the formatter processor has aborted its operation. XXXX refers to the address of the fault. This doesn’t mean much to end users but HP likes to record these so if they start seeing a high level of errors with the same fault address they can focus on making changes with the firmware or other parts to prevent the error from recurring.

HP’s service manual says the 49 error can be caused by a bad print command, corrupt data, invalid operations, firmware, formatter, or possibly by accessories like an EIO card or memory. Some reports even say extra trays, duplexers, envelope feeders, etc., under certain circumstances, can cause this error.

With the amount of 49 errors and the ranges of fixing them I wouldn’t necessarily say it’s caused by a bad command or corrupt data. That’s HP’s way of saying ‘it’s someone else’s fault.’ The truth is there are lots of other manufacturers out there that aren’t having this problem.

Many of these 49 errors are happening with newer software, file types like PDFs, special fonts, formats, or pages pulled off the internet. So, the reality is, HP’s driver/firmware software doesn’t seem to be keeping up with the rapidly evolving software industry. I will say that recently I was checking out some firmware fixes for a few printers and was surprised to see several 49 errors being addressed in the firmware updates. So HP is aware of these issues and attempting to correct the problems.

Isolating the problem
Many times, users power off, and when they power back on the printer starts working.  Shortly thereafter, or within the next few days, the 49 error reappears and a service call is needed.

I suggest the following steps to isolate the 49 error problem:

(1) Power off the device and disconnect any communication cables; Network, USB, or Parallel cable. 

(2) Wait 30 seconds and turn the device back on. If the error is still present then we know we have a device error – move to step #3. If the error goes away, see Communication between the computer and network (below).

(3) Unplug the printer and remove any accessories like EIO cards, memory, extra trays, duplexer (if removable), and envelope feeder. If the error goes away when you power back on, start reinstalling the parts one at a time, powering off before installing each part until you find the part causing the error. Once you’ve isolated the problem part, before replacing that part, check for any firmware updates and then reinstall the part. Some firmware updates fix this type of issue.

If the 49 error is still present after removing everything possible, try a cold reset or NVRAM initialization (see service manual for details). A cold reset resets minor stored memory settings like control panel settings or internal and external jet direct settings, so, if possible, know these settings before proceeding or remove the jet direct card. NVRAM is more evasive and clears out more of the internal memory like error logs and certain counters.

If the 49 error persists, it’s time to replace the firmware DIMM, if there is one, or to replace the formatter board. On extremely rare occasions the DC controller or power supply can be at fault. Check the service manual for specific 49 errors related to these parts. 

Communication between the computer and network
More than 95 percent of the recent 49 error faults are communication/software related. If the printer is connected to one PC we simply see what file was sent to the printer last (usually still in your computers print queue). Note the file and delete the job from the queue.

The printer’s service manual says to download the latest and greatest firmware or driver. I, personally, have fixed lots of the 49 errors just by changing the driver. Most HP printers have three drivers; PCL 5, PCL 6, and Postscript so first, simply try another driver. I usually go with PCL 5 or PCL 6. Most of the errors I see are when using the Postscript driver. HP likes to show the fixes beside the driver and firmware so check them out. As I mentioned earlier, I was surprised at the amount of 49 errors being addressed on the few I looked at.

Once the driver or firmware is changed, reprint the problem print job. If you’re still getting an error, try downloading a generic universal print driver, which you can find in the same section as the firmware and driver downloads on HP‘s website.

Converting the document
If, after trying all drivers and updating the firmware, you are still getting the 49 error, convert your document to another software application. For example, convert a Word document to a PDF or vice versa. The logic behind this is that you probably have a command in the document that the printer doesn’t know how to handle. When you convert the document to new software the data is reformatted.

Still getting the 49 error?
Most errors should be fixed by following the above steps. Still, I know of cases where all of these steps were tried and the printer still gives the error. As I stated earlier, the causes of the 49 error are vast and each one is unique. As a last resort, find the offending print job and try printing it to a different printer. I did see on firmware released this year HP has added an auto recovery feature. Read more here: Auto Recovery Feature for 49.xxx Errors

For printers on the network, trying to isolate the issue can be frustrating and time consuming. If you have a server print queue, check the queue for the offending print job. If print jobs aren’t stored in a server print queue, you will have to go around individually to each workstation to find who is sending the offending job. Once found then follow the steps in the previous section.

Ask Questions
I’ve found that most 49 errors occur when someone has recently installed new or old software, downloaded something off the internet, created a new file, or tried altering a document by changing fonts, color scheme, adding a picture, or formatting. Ask questions! Look for something that has recently changed, even the smallest detail can be the most important.

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