PDF 3374660 en-US-6

HP LaserJet Pro M304, M305, M404, M405
HP LaserJet Pro MFP M329, M428, M429
Control Panel Message Document (CPMD)
www.hp.com/support/ljM329MFP
www.hp.com/support/ljM304 www.hp.com/support/ljM428MFP
www.hp.com/support/ljM404 www.hp.com/support/ljM429MFP
HP LaserJet Pro M304, M305, M404, M405
HP LaserJet Pro MFP M329, M428, M429 -
Control Panel Message Document (CPMD)
SUMMARY
This document provides error-code troubleshooting information

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Table of contents
1 Document last updated .............................................................................................................................................................................1
2 About this document..................................................................................................................................................................................2
3 Control-panel message types ..................................................................................................................................................................3
4 Error-code and control-panel-message troubleshooting overview...................................................................................................4

Error codes (types and structure)........................................................................................................................................................4
5 How to search for printer documentation ..............................................................................................................................................7

WISE - How to access and use .............................................................................................................................................................7
Accessing WISE ..............................................................................................................................................................................7
Using WISE to search for error codes...................................................................................................................................... 10
Using WISE to access repair and replace videos for FRUs ................................................................................................... 12
6 Printer service information..................................................................................................................................................................... 16
7 Numerical control panel messages ...................................................................................................................................................... 17

10.WX.YZ error messages ................................................................................................................................................................. 17
10.00.00 Supply memory error .............................................................................................................................................. 17
10.00.0z ...................................................................................................................................................................................... 18
10.00.10 Supply memory error .............................................................................................................................................. 19
10.00.11 or 10.00.12................................................................................................................................................................ 20
10.00.30 Unauthorized supply ............................................................................................................................................... 21
10.00.31 Starting to print with non-HP cartridge ................................................................................................................ 21
10.00.33 Starting to print with used or counterfeit supplies. ............................................................................................ 22
10.00.40 No longer printing with non-HP supplies.............................................................................................................. 22
10.00.57 Protected supply installed....................................................................................................................................... 22
10.00.70 Printing with very low black supply ...................................................................................................................... 23
10.00.71 Starting to print in black only ................................................................................................................................. 23
10.00.81 No longer printing in black only ............................................................................................................................. 23
10.00.35, 10.00.43, 10.10.43, 10.20.43 Incompatible <supply> .................................................................................... 23
10.20.43 Incompatible Cartridge ............................................................................................................................................ 24
13.* errors ................................................................................................................................................................................... 30
13.02.yz Paper is jammed in Tray 1 ...................................................................................................................................... 37
13.08.yz,13.09.yz Paper is jammed in the cartridge area ................................................................................................. 55
13.10.yz, 13.11.yz, 13.13.yz Paper is jammed in the output bin ..................................................................................... 60
13.14.yz, 13.15.yz Paper is jammed inside the printer ...................................................................................................... 64
21.* errors ................................................................................................................................................................................... 67
21.00.00 Misprint, Page Too Complex ................................................................................................................................... 68
iii
30.01.08 Home position error ................................................................................................................................................. 68
30.03.14 ...................................................................................................................................................................................... 69
30.03.20 ...................................................................................................................................................................................... 69
30.03.22 Scanner failure .......................................................................................................................................................... 70
30.03.30 Scanner Failure.......................................................................................................................................................... 70
31.01.47 Document feeder not detected .............................................................................................................................. 71
31.03.14 ...................................................................................................................................................................................... 71
31.03.20 backside scanner not detected............................................................................................................................... 72
31.03.22 Scanner calibration failure....................................................................................................................................... 72
31.03.31 Document feeder motor stall ................................................................................................................................. 73
31.13.01 ...................................................................................................................................................................................... 73
31.13.02 ...................................................................................................................................................................................... 80
32.WX.YX error messages ................................................................................................................................................................. 86
32.* errors ................................................................................................................................................................................... 86
32.21.11 Cold Reset Performed.............................................................................................................................................. 86
33.05.00 Boot code corrupt ..................................................................................................................................................... 86
33.05.04 Upgrade corrupt........................................................................................................................................................ 87
33.05.10 Code sign error.......................................................................................................................................................... 87
44.34.10 Fax DSP not detected............................................................................................................................................... 88
50.* errors ................................................................................................................................................................................... 88
50.00.00 ..................................................................................................................................................................................... 89
50.01.00 ..................................................................................................................................................................................... 90
50.02.00 ..................................................................................................................................................................................... 91
50.03.00 ..................................................................................................................................................................................... 91
50.04.00 ..................................................................................................................................................................................... 92
50.05.00 ..................................................................................................................................................................................... 93
50.07.00 ..................................................................................................................................................................................... 94
50.08.00 ..................................................................................................................................................................................... 97
50.09.00 ..................................................................................................................................................................................... 98
51.WX.YZ, 52.WX.YZ error messages.............................................................................................................................................. 99
51.* errors ................................................................................................................................................................................... 99
51.wx.00 ..................................................................................................................................................................................... 99
52.* errors .................................................................................................................................................................................100
52.00.00 or 52.00.10 .............................................................................................................................................................100
53.WX.YZ error messages ...............................................................................................................................................................101
53.17.00 ....................................................................................................................................................................................101
53.18.00 ....................................................................................................................................................................................102
54.19.00 or 54.25.00 .............................................................................................................................................................102
54.21.00 ...................................................................................................................................................................................103
iv
55.* errors .................................................................................................................................................................................103
55.00.00, 55.01.00, 55.30.00 or 55.40.00 ........................................................................................................................104
55.03.00 ...................................................................................................................................................................................104
55.06.01, 55.06.02 .................................................................................................................................................................106
55.90.28 ...................................................................................................................................................................................106
56.* errors .................................................................................................................................................................................106
56.01.00 ...................................................................................................................................................................................107
57.* errors .................................................................................................................................................................................107
57.01.00 Fan failure ...............................................................................................................................................................108
58.* errors .................................................................................................................................................................................108
58.04.00 ...................................................................................................................................................................................109
59.* errors .................................................................................................................................................................................110
59.09.00 or 59.0A.00 .............................................................................................................................................................110
60.* errors .................................................................................................................................................................................111
60.03.00 ....................................................................................................................................................................................111
8 Alphabetical control panel messages.................................................................................................................................................113

Alphabetical messages ....................................................................................................................................................................113
Canceling...<jobname> ...........................................................................................................................................................113
Cartridge Memory Error ..........................................................................................................................................................113
Cartridge Memory Missing ......................................................................................................................................................113
Checking engine ......................................................................................................................................................................113
Checking paper path ...............................................................................................................................................................113
Cleaning ....................................................................................................................................................................................114
Close the cartridge access door ............................................................................................................................................114
Toner cartridge low..................................................................................................................................................................114
Toner cartridge very low .........................................................................................................................................................115
Data received To print last page press “OK” ........................................................................................................................115
Cooling device ..........................................................................................................................................................................115
Device error. Press [OK] to continue .....................................................................................................................................115
Device is busy. Tray again later..............................................................................................................................................116
Document feeder jam. Clear and reload...............................................................................................................................116
Document feeder mispick. reload .........................................................................................................................................122
Fax is busy. Canceled send .....................................................................................................................................................129
Fax line surge............................................................................................................................................................................129
Fax send error...........................................................................................................................................................................129
Fax receive error.......................................................................................................................................................................130
Genuine HP cartridge installed ..............................................................................................................................................130
Genuine HP supply installed ..................................................................................................................................................130
Initializing... ..............................................................................................................................................................................131
Insert or close Tray <X> to continue. ....................................................................................................................................131
Install toner cartridge ..............................................................................................................................................................131
v
Jam in output bin. Open rear door and clear jam................................................................................................................131
Jam in print paper path. Open rear door and clear jam. ....................................................................................................136
Jam in Tray 1. Clear the jam, and then press "OK"..............................................................................................................141
Load Tray <X>: [Type], [Size] To use another tray, press “OK” ........................................................................................158
Manually feed output stack Then touch "OK" to print second side .................................................................................159
Manually feed: <Type><Size> ...............................................................................................................................................159
Misprint. Press [OK] to continue. ...........................................................................................................................................159
No Dial tone...............................................................................................................................................................................160
No Fax detected........................................................................................................................................................................160
No job to cancel .......................................................................................................................................................................160
NON HP Supply Installed ........................................................................................................................................................161
Printer out of memory, job too big........................................................................................................................................161
Output Bin Full .........................................................................................................................................................................161
Paused… ...................................................................................................................................................................................161
Printing Help Page... ...............................................................................................................................................................162
Printing Menu Map... ...............................................................................................................................................................162
Printing Supplies Status Page... ............................................................................................................................................162
Ready <IP Address> ................................................................................................................................................................162
Power Failure Recovery...........................................................................................................................................................162
Power supply malfunction. ....................................................................................................................................................162
Printing Configuration... .........................................................................................................................................................163
Printing engine test... ..............................................................................................................................................................163
Printing Event Log... ................................................................................................................................................................163
Printing Font List... ..................................................................................................................................................................163
Printing File Directory... ..........................................................................................................................................................163
Printing Usage Page... ............................................................................................................................................................163
Protected cartridge ..................................................................................................................................................................163
Ready ........................................................................................................................................................................................164
Rear door open.........................................................................................................................................................................164
Replace Supplies .....................................................................................................................................................................164
Tray <X> lifting error ...............................................................................................................................................................165
Tray <X> Overfilled ..................................................................................................................................................................165
Tray <X> empty: [Type], [Size] .............................................................................................................................................165
Used or Counterfeit in Use......................................................................................................................................................166
Used supply installed To continue, touch “OK” OR Used supply in use ..........................................................................166
Restore Factory Settings ........................................................................................................................................................166
Supplies low .............................................................................................................................................................................166
Supply memory warning ........................................................................................................................................................167
Type mismatch Tray <x> ........................................................................................................................................................167
Waiting for tray <x> to lift ......................................................................................................................................................167
Index.............................................................................................................................................................................................................168
vi
1 Document last updated
The following is the last time this document was updated:
Last update: May 11, 2022
Document last updated 1

2 About this document
This document provides error-code troubleshooting information.
IMPORTANT: Procedures and part numbers change. For current information, use the browser-based format.
Verify PDF is the most current before use. PDF part numbers must be verified with web-based error code
information or parts look-up before parts are ordered.
Choose the format that best meets your needs.
Table 2-1 Content format types
Format Document title example Recommended use
Web-based Go to: Product Detail page > Error Code ● Quick access to individual web-based
Look-up error code troubleshooting
TIP: Save Product Detail page URL

location in favorites
Web-Base Go To: WISE default Search page > Enter ● Access to individual web-based error
[Product] and error code code troubleshooting
● Web-based: Most up-to-date

information available
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: Always refer to the printer service

manual for removal and replacement
procedures
NOTE: For current information, use the

Web-based format.
2 Chapter 2 About this document

3 Control-panel message types
The control-panel messages and event code entries indicate the current printer 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 you (or the applicable 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 printer will attempt to resume printing after the
message has appeared for 10 seconds without acknowledgement.
For some messages, restarting the printer might fix the problem. If a critical error persists, the printer might
require service.
Control-panel message types 3

4 Error-code and control-panel-message
troubleshooting overview
This section provides information on error codes and searching for information.
Error codes (types and structure)

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 4-1 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.
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.
4 Chapter 4 Error-code and control-panel-message troubleshooting overview

Table 4-1 ERROR CODES: The first two characters (continued)
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.
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.
Error codes (types and structure) 5

Table 4-1 ERROR CODES: The first two characters (continued)
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.
6 Chapter 4 Error-code and control-panel-message troubleshooting overview

5 How to search for printer documentation
The CPMD, error codes, and other support documentation for each printer is found on the internal HP portals.
These portals are on WISE for Channel (please see Accessing WISE for HP channel partners (HP Partner Portal)
on page 7 below for instructions on how to navigate to the site) and WISE . WISE for Channel 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. To learn how to find support content in WISE, watch the
video here.
WISE - How to access and use

Learn how to access and use Web-based Interactive Search Engines (WISE) to locate available support
information. WISE is a repository of technical support documentation including service manuals, user guides,
videos, and general support information.
Accessing WISE
Learn how to access Web-based Interactive Search Engines (WISE) if you are an HP channel partner or an internal
HP user.
Accessing WISE for HP channel partners (HP Partner Portal)

Learn how to access WISE by accessing the HP Partner Portal if you are an HP Channel Partner.
NOTE: If this is your first visit to the HP Partner Portal, you will be asked to create an account. Follow the setup
directions using your HP Partner credentials.
1. Open the HP Partner First Portal located at https://partner.hp.com.
How to search for printer documentation 7

2. Select the Services & Support tab, and then select Technical Support.
3. Select Technical Documentation.
4. You will be taken to the WISE portal.
8 Chapter 5 How to search for printer documentation

Play the video:
View a video of how to access WISE (HP channel partners)
Accessing WISE for internal HP users

Learn how to access WISE if you are an internal HP user.
1. Open one of the Web-based Interactive Search Engines (WISE) URLs listed below.
2. Select Commercial from the drop-down menu.
3. You will be taken to the WISE homepage.
AMS
● https://support.hp.com/wise/home/ams-en
● https://support.hp.com/wise/home/ams-es
● https://support.hp.com/wise/home/ams-pt
● https://support.hp.com/wise/home/ams-fr
APJ
● https://support.hp.com/wise/home/apj-en
● https://support.hp.com/wise/home/apj-ja
● https://support.hp.com/wise/home/apj-ko
● https://support.hp.com/wise/home/apj-zh-Hans
● https://support.hp.com/wise/home/apj-zh-Hant
Accessing WISE for internal HP users 9

● https://support.hp.com/wise/home/apj-th
EMEA
● https://support.hp.com/wise/home/emea-en
Play the video:
View a video of how access WISE (internal HP users)
Using WISE to search for error codes

Learn how to use WISE to look up error codes.
NOTE: The model used in the instructional videos is an example. The same steps apply to all printer models.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh, z).
Search for error codes using the lookup widget

Learn how to search for a specific error code using the WISE Error Code Lookup widget.
1. Select Products in the navigation bar of the WISE portal home page.
2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.

3. Enter the error code in the widget in the Error Code Lookup area at the bottom-right of the screen and click
the search icon or press the Enter button.
4. Select the desired topic from the search results.
Search for error codes from the WISE home page

Learn how to search for a specific error code from the WISE home page.
Search for error codes from the WISE home page 11

1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.
2. Enter the error code in the search field.
3. Select the desired topic from the search results.
Using WISE to access repair and replace videos for FRUs

Learn how to use WISE to access repair and replace videos for FRUs.

NOTE: The model used in the instructional videos is an example. The same steps apply to all printer models.
You will need the printer type (e.g. HP LaserJet), model number (e.g. M607), and bundle option (e.g. dn, dh, z).
Search for a printer's Product Detail Page (PDP)

Learn how to search WISE for product specific information. Quickly review the steps and then play the video.
1. Select Products in the navigation bar of the WISE portal home page.
2. Using the type, model number and bundle option of the printer to be repaired, select HP Printers > Type of
Printer > Model Group > Model Number > Bundle Option > Product Number, and then select Launch Product
Detail Page. The PDP page will open.
3. Select the link to Videos in the Other Content menu at the bottom-right of the screen.
Search for a printer's Product Detail Page (PDP) 13

4. Select the desired video from the list of videos.
Play the video:
View a video of how to search for the printer's Product Detail Page (PDP)
Perform a model number search using the search function

Learn how to search WISE using the model number. Quickly review the steps and then play the video.
1. Enter the model number in the search field on the WISE home page. The search is predictive, and a
drop-down menu will appear with available selections.
NOTE: Selecting the series item from the drop-down list is recommended for the most accurate search
return.
2. Click the search icon to the right.

3. To refine the search results, select the radio button labeled video in the upper-right portion of the screen.
TIP: To refine video search results, append a part name to the model detail shown in the search bar. For
example, adding the word fuser to the detail in the search bar will return videos related to repair and
replacement of the fuser.
Play the video:
View a video of how to perform a model number search
Perform a model number search using the search function 15

6 Printer service information
Service pin for printer
Last update: May 11, 2022
Service mode PIN numbers:
● HP LaserJet Pro M304, M305, M404, M405 : Not Applicable
● HP LaserJet Pro MFP M329, M428, M429: Not Applicable
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
16 Chapter 6 Printer service information

7 Numerical control panel messages
Use the following numerical error message troubleshooting to resolve your issue.
10.WX.YZ error messages

10.00.00 Supply memory error
The toner cartridge experienced a memory error.
The printer is unable to read the toner cartridge data. The toner cartridge is present but defective.
● 10.00.00 Black toner cartridge
Recommended action for customers

Follow these troubleshooting steps in the order presented.
1. Open the front door and remove the toner cartridge causing the error.
2. Reinstall the toner cartridge.
3. Close the front door. If the message reappears, turn the printer off, and then on.
4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of your cartridges, go to
hp.com/go/anticounterfeit or visit hp.com/go/ok and enter the serial number from the security label.
5. If the error persists, and it is a genuine HP toner cartridge, contact your HP-authorized service or support
provider or contact HP customer support for assistance in resolving the issue.
http://www.hp.com/go/contactHP
6. If it is an aftermarket (non-hp) or re-manufactured toner cartridge, return the defective toner cartridge to
the vendor where purchased.
NOTE: Service or repairs that are required as a result of using unsupported supplies is not covered under
HP warranty.
Recommended action for call-center agents and onsite technicians
4. Verify if the cartridge is a genuine HP toner cartridge. To check the authenticity of the cartridges, go to
Numerical control panel messages 17

HP warranty.
6. If the error persists, and it is a genuine HP toner cartridge, replace the toner cartridge.
7. If the error persists with a new toner cartridge, elevate the case using your Standard Support Process.
10.00.0z
Unable to authenticate toner cartridge.
The printer is unable to authenticate the toner cartridge. The toner cartridge is detected but cannot be
authenticated.
When this error occurs, a question mark appears on the gas gauge of the supply or supplies with the error.
z = error and can be any number from 1-3 or 5-8.
Examples:
● 10.00.01, 10.00.02, 10.00.03, 10.00.05, 10.00.06, 10.00.07, 10.00.08: Black toner cartridge

HP warranty.
18 Chapter 7 Numerical control panel messages

HP warranty.
10.00.10 Supply memory error

The printer is unable to read the toner cartridge data. The toner cartridge is present but defective.

1. Open the front door and remove the suspected toner cartridge.
2. Check the supplies memory chip. If it is damaged, replace the toner cartridge.
4. Close the front door.
5. If the message displays again, turn the printer off, then on again.
HP warranty.
1. Open the front door and remove the suspected toner cartridge.
2. Check the supplies memory chip. If it is damaged, replace the toner cartridge.
4. Close the front door.
10.00.10 Supply memory error 19

5. If the message displays again, turn the printer off, then on again.
HP warranty.
10.00.11 or 10.00.12
Supply memory error.
● 10.00.11 or 10.00.12 Black toner cartridge

HP warranty.

HP warranty.
10.00.30 Unauthorized supply

Unauthorized black supply.
Unauthorized Cartridge (Admin configures printer to only accept HP cartridges).

1. Install a genuine HP toner cartridge in the corresponding slot.
2. If a genuine HP toner cartridge is installed, validate the authenticity of your cartridges, go to hp.com/go/
anticounterfeit or visit hp.com/go/ok and enter the serial number from the security label.
Recommended action call-center agent and onsite technician
1. If the user is the administrator and no longer wants the setting to be configured, change the Cartridge
Policy to Off or replace the cartridge to continue printing.
2. Install a genuine HP toner cartridge in the corresponding slot.
3. If a genuine HP toner cartridge is installed, validate the authenticity of your cartridges, go to hp.com/go/
anticounterfeit or visit hp.com/go/ok and enter the serial number from the security label.
10.00.31 Starting to print with non-HP cartridge

A non-HP cartridge is in use.
The 10.00.31 is an Event Log only code.
The printer will display the message Starting to print with non-HP cartridge.
10.00.30 Unauthorized supply 21

Recommended action
1. No action necessary.
2. If the customer believes they purchased a new genuine HP supply, go to hp.com/go/anticounterfeit or visit
hp.com/go/ok and enter the serial number from the security label.
HP warranty.
10.00.33 Starting to print with used or counterfeit supplies.

A used or counterfeit supply is in use.
The 10.00.31 is an Event Log only code.
The printer will display the message Starting to print with used or counterfeit supplies..
Recommended action
1. No action necessary.
2. If the customer believes they purchased a new genuine HP supply, go to hp.com/go/anticounterfeit or visit
hp.com/go/ok and enter the serial number from the security label.
HP warranty.
10.00.40 No longer printing with non-HP supplies

No longer printing with non-HP supplies.
The printer displays this message when genuine HP supplies are in use.
The 10.00.40 is an event log only message, it will not show on the control panel.
Recommended action
▲ No action necessary.
10.00.57 Protected supply installed

A protected toner cartridge is installed.
The printer indicates when the supplies in use are protected for anti-theft.
Recommended action

10.00.70 Printing with very low black supply
The printer indicates when one of the supplies is very low. The actual remaining supply life might vary. You do not
need to replace the toner cartridge at this time unless the print quality is no longer acceptable.
The 10.00.70 is an event log only message, it will not show on the control panel. The only message to display will
be a warning message <Supply> very low.
● 10.00.70 Black toner cartridge (event code)
Recommended action
▲ If the print quality is no longer acceptable, the customer must order and pay for a new toner cartridge.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty ends
and the customer is responsible for replacing the supply.
NOTE: Advise the customer that HP recommends that they have replacement supplies available to install
when the print quality is no longer acceptable.
10.00.71 Starting to print in black only

Cartridge Very Low - Printing Black
The printer indicates when it is printing in black only and the toner is very low for the black toner cartridge.
Recommended action
▲ If the print quality is no longer acceptable, the customer must order and pay for a new toner cartridge.
NOTE: After an HP supply has reached the very low threshold, the HP Premium Protection Warranty ends
and the customer is responsible for replacing the supply.
NOTE: Advise the customer that HP recommends that they have replacement supplies available to install
when the print quality is no longer acceptable.
10.00.81 No longer printing in black only

Black only printing has ended.
The printer lets the end user know when the printer is no longer printing in black only mode.
the 10.00.81 is an event log only message and will not appear. The control panel will display No longer printing in
black only.
Recommended action
10.00.35, 10.00.43, 10.10.43, 10.20.43 Incompatible <supply>

The printer displays this message when the indicated supply is not compatible with this printer.
10.00.70 Printing with very low black supply 23

The 10.00.35 and 10.wx.43 are an event log only message, it will not show on the control panel. The only
message to display will be Incompatible <supply> .
● 10.00.35, 10.00.43, 10.10.43, 10.20.43 Black toner cartridge (event code)
Recommended action
▲ Install a supply that is designed for this printer.
10.20.43 Incompatible Cartridge

The printer displays this message when the indicated supply is not compatible with this printer.
An error message "Incompatible Cartridge. Event Code 10.20.43" displays on a control panel of an HP LaserJet
Pro after replacing a regionalized toner cartridge.
This issue occurs when the replacement toner cartridge part number does not match the original region toner
cartridge (designed for use only in a specific region) part number that was installed when the printer was set up
out of the box.
HP manufactures toner cartridges specific to three worldwide regions (AMS, APJ, EMEA). The toner cartridge
designed for each region has a different part number. The cartridge region set on the printer depends on the
region the toner cartridge was installed in the printer at the first initial power up of the printer.

2. Verify that the toner cartridge being used is the correct region for the printer.
3. Install a toner cartridge for the specific region.
4. If the error persists, and it is a genuine HP toner cartridge for the specified region, contact your HP-
authorized service or support provider or contact HP customer support for assistance in resolving the issue.
Recommended action for call-center agents

1. Make sure that the message displayed on the printer's control panel includes " Event Code 10.20.43" in the
error message.
2. Check if the region part number is the same for the existing toner cartridge and the replaced toner
cartridge.
NOTE: Toner cartridges for each region will have a unique cartridge part number.
3. Depending if the part number for the existing and replaced toner cartridges is same or different, perform
the following task:
● If the toner cartridge part number is different or an incorrect toner cartridge is purchased for a specific
region, inform the customer about the toner cartridge options for the AMS, APJ, and EMEA regions, and
see the next step to resolve the issue.

● If the existing and replaced toner cartridge part number is the same, and the error message displays on
the printer control panel, elevate the case to the ATS team or the next level of technical support.
4. Use one of the following options to resolve the toner cartridge issue:
● Option one: Obtain a regionalized toner cartridge Obtain a toner cartridge part number that has the
same region part number as the cartridge that was working in the printer.
● Option two: Modify the "Printer Supply Region Reset” setting to re-regionalize the printer You can
modify the Printer Supply Region Reset setting option on the printer control panel or the Embedded
Web Server (EWS).
See: Methods to modify the "Printer Supply Region Reset” setting to re-regionalize the printer on page 25
NOTE: The model numbers listed in the example images might differ from the printer in use but the steps
are the same.
Methods to modify the "Printer Supply Region Reset” setting to re-regionalize the printer
Use one of the following methods to modify the Printer Supply Region Reset setting option.
● Method one: Use the printer control panel to modify the "Printer Supply Region Reset” setting on page 25
● Method two: Use the EWS to modify the "Printer Supply Region Reset” setting on page 28
Method one: Use the printer control panel to modify the "Printer Supply Region Reset” setting
Depending on a touchscreen or LCD (2-line LCD) display printer control panel, follow these steps to resolve the
issue.
1. From the Home screen, select the Setup menu.
● Touchscreen display: From the Home screen, touch the Settings icon, and then select the Setup
menu.
● LCD display: From the Home screen, press the OK button to go to the Main Menu, and then select the
Setup menu.
Figure 7-1 LCD display: Setup menu
Methods to modify the "Printer Supply Region Reset” setting to re-regionalize the printer 25
2. Select the Printer Maintenance menu.
Figure 7-2 Touchscreen display: Printer Maintenance menu
Figure 7-3 LCD display: Printer Maintenance menu
3. Select the Restore menu.
Figure 7-4 Touchscreen display: Restore menu

Figure 7-5 LCD display: Restore menu
4. On the Restore menu, select the Printer Supply Region Reset option.
Figure 7-6 Touchscreen display: Printer Supply Region Reset option
Figure 7-7 LCD display: Printer Supply Region Reset option
5. Select the OK button to reset the printer supply region for the new toner cartridge.
WARNING! Do not attempt to modify the "Printer Supply Region Reset” more than twice, the printer region
setting will be locked and set to the last cartridge region.
Method one: Use the printer control panel to modify the "Printer Supply Region Reset” setting 27
Figure 7-8 Touchscreen display: Message confirming to reset the printer supply region
Figure 7-9 LCD display: Message confirming to reset the printer supply region
Method two: Use the EWS to modify the "Printer Supply Region Reset” setting
Follow these steps to open the Embedded Web Server (EWS) and modify the Printer Supply Region Reset” setting
option.
1. Open the HP Embedded Web Server (EWS).
a. Obtain the IP address or hostname of the printer from either the control panel or a Configuration Page.
b. Open a web browser, type the IP address or host name in the address bar and then press the Enter
key on the keyboard to open the Embedded Web Server (EWS).
NOTE: If the printer in use requires a PIN number to access the printer settings in the EWS, open the
cartridge door of the printer to obtain the default PIN.

2. Select the Settings tab.
Method two: Use the EWS to modify the "Printer Supply Region Reset” setting 29
3. In the left navigation pane, select the Security setting, and then select the Printer Supply Region Reset
option.
4. Read the information on the Printer Supply Region Reset section, and then click the Apply button.
5. A message confirming the "Printer Supply Region Reset" operation was successful will display on the EWS
screen.

13.* errors
Errors in the 13.* family are related to jams.

More than 1000 unique error codes are possible. Use the following information to understand the jam code. Not
all codes apply to all printers.
Message format: 13.WX.YZ
● W represents the jam location.
● X represents the sensor or door that triggered the jam.
● Y represents the jam condition (delay, stay, wrap, etc.)
● Z represents the paper source, fuser mode, or destination
Table 7-1 Potential values for W and X
W Jam location X Sensor or door
A Input area 0 Envelope feeder
A Input area 1 Tray 1 feed (unless Tray 1 feed is the registration

sensor)
A Input area 2 Tray 2 feed (unless Tray 2 feed is the registration

sensor)
A Input area 3 Tray 3 feed
A Input area 7 Optional tray exit sensor
A Input area A Door 1
A Input area B Door 2
A Input area C Door 3
A Input area D Door 4
A Input area E Door 5
A Input area F Multiple sensors or doors
B Image area 0 Media sensor for forbidden transparencies
B Image area 2 Registration/top of page
B Image area 3 Top of page
B Image area 4 Loop
B Image area 5 Fuser input
B Image area 9 Fuser output
B Image area A Door 1
B Image area B Door 2
B Image area F Multiple sensors or doors
C Switchback area (between the fuser and the output bin) 1 Intermediate switchback sensor
C Switchback area (between the fuser and the output bin) 2 Switchback media stay sensor
13.* errors 31
Table 7-1 Potential values for W and X (continued)
C Switchback area (between the fuser and the output bin) 3 Paper delivery sensor
D Duplex area 1 Duplex switchback
D Duplex area 2 Duplex delivery
D Duplex area 3 Duplex refeed
D Duplex area A Door 1 (if different than the imaging area)
D Duplex area B Door 2 (if different than the imaging area)
D Duplex area F Multiple sensors or doors
E Output or intermediate paper transport unit (IPTU) area 1 Output bin full sensor
E Output or intermediate paper transport unit (IPTU) area 2 IPTU feed sensor 1
E Output or intermediate paper transport unit (IPTU) area 3 IPTU sensor 2
E Output or intermediate paper transport unit (IPTU) area 4 IPTU sensor 3
E Output or intermediate paper transport unit (IPTU) area 5 IPTU bin full sensor 4
E Output or intermediate paper transport unit (IPTU) area 6 Output sensor
E Output or intermediate paper transport unit (IPTU) area A Door 1
E Output or intermediate paper transport unit (IPTU) area F Multiple sensors or doors
F Multiple subsystems (occurs when paper is stuck in F Multiple sensors or doors

several areas)
1 Jetlink input device 4 Tray 4 feed sensor
1 Jetlink Input device 5 Tray 5 feed sensor
1 Jetlink Input device A Door 1
1 Jetlink Input device B Door 2
1 Jetlink Input device F Multiple sensors or doors
2 Buffer pass unit 0 Buffer pass inlet sensor
2 Buffer pass unit 9 Buffer pass exit sensor
2 Buffer pass unit A Door 1
3 Page insert unit 0 Page insertion inlet sensor
3 Page insert unit 1 Page insertion tray 1 feed sensor
3 Page insert unit 7 Output path feed sensor

3 Page insert unit 9 Page insertion exit sensor
3 Page insert unit A Door 1
4 Punch unit 0 Puncher inlet sensor
4 Punch unit 1 Puncher jam sensor
4 Punch unit 9 Puncher exit sensor
4 Punch unit A Door 1
5 Folding unit 0 Folder inlet sensor
5 Folding unit 1 Folder sensor
5 Folding unit 9 Folder exit sensor
5 Folding unit A Door 1
6 Stacker unit 0 Stacker inlet sensor
6 Stacker unit 4 Stacker outlet sensor
6 Stacker unit 7 Stacker switchback entrance sensor
6 Stacker unit 8 Stacker switchback registration sensor
6 Stacker unit 9 Stacker switchback lower sensor
7 Multi-bin mailbox (MBM) unit 0 MBM inlet sensor
7 Multi-bin mailbox (MBM) unit 1 MBM middle sensor
7 Multi-bin mailbox (MBM) unit 9 Stapler sensor
7 Multi-bin mailbox (MBM) unit A Door 1
7 Multi-bin mailbox (MBM) unit B Door 2
7 Multi-bin mailbox (MBM) unit C Door 3
7 Multi-bin mailbox (MBM) unit F Multiple sensors or doors
8 Stapler/stacker (SS) unit 0 SS inlet sensor
8 Stapler/stacker (SS) unit 1 SS Bin Z
8 Stapler/stacker (SS) unit 3 SS unit middle sensor
8 Stapler/stacker (SS) unit 4 SS unit outlet sensor 1
8 Stapler/stacker (SS) unit 5 SS unit outlet sensor 2
8 Stapler/stacker (SS) unit 9 Stapler sensor
8 Stapler/stacker (SS) unit A Door 1
8 Stapler/stacker (SS) unit B Door 2
9 Booklet maker unit 0 Booklet maker input sensor
9 Booklet maker unit 2 Booklet maker feed sensor 2
9 Booklet maker unit 2 Booklet maker feed sensor 3
9 Booklet maker unit 4 Booklet maker delivery sensor
13.* errors 33
9 Booklet maker unit 5 Booklet maker vertical paper path sensor
9 Booklet maker unit 6 Booklet unit front staple sensor
9 Booklet maker unit 7 Booklet unit rear staple sensor
9 Booklet maker unit 8 Booklet unit outlet sensor
9 Booklet maker unit A Door 1
9 Booklet maker unit B Door 2
9 Booklet maker unit C Door 3
9 Booklet maker unit F Multiple sensors or doors
0 Unknown 0 Unknown
Table 7-2 Potential values for Y (jam condition)
Y Jam condition
0 Unknown
1 Unexpected sheet (duplex)
2 Staple jam
3 Jam caused by an open door (duplex)
4 Stay jam (the page never left the tray – duplex)
A Stay jam (the page never left the tray – simplex)
B Multifeed
C Wrap
D Delay (the page did not reach the sensor within the expected time – simplex)
E Door open
F Residual (paper is detected in the paper path when it should not be there)
The information represented by the value for Z depends on where the paper is in the paper path.
Table 7-3 Potential values for Z (source, fuser mode, or destination)
Paper location Z Source, fuser mode, or destination
When paper has not reached the fuser, Z represents the paper 1 Tray 1
source.
Z represents the paper source. 2 Tray 2

Table 7-3 Potential values for Z (source, fuser mode, or destination) (continued)
Paper location Z Source, fuser mode, or destination
Z represents the paper source. D Duplexer
Z represents the paper source. E Envelope feeder
When paper has reached the fuser, is in the duplex path, or in 0 Photo 1, 2, or 3
the output path, Z represents the fuser mode.
Designated 2 or 3
Jams can occur when there is a mismatch between the actual
paper and the fuser mode setting.
Z represents the fuser mode. 1 Normal (automatically sensed rather than based on the paper
type set at the control panel)
Z represents the fuser mode. 2 Normal (based on the paper type set at the control panel)
Z represents the fuser mode. 3 Light 1, 2, or 3
Z represents the fuser mode. 4 Heavy 1
Z represents the fuser mode. 7 Glossy 1
Z represents the fuser mode. A Glossy Film
Z represents the fuser mode. B Transparency
Z represents the fuser mode. C Label
Z represents the fuser mode. D Envelope 1, 2, or 3
Z represents the fuser mode. E Rough
When paper has entered the output bin, Z represents the 0 Unknown bin
output bin, numbered from top to bottom.
Z represents the output bin 1 Bin 1
All paper locations E Door open jam
All paper locations F Residual jam
All paper locations 0 Forbidden OHT jam (when Y=2)
13.* errors 35
1. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted to the
correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Make sure the type and quality of the paper being used meets the HP specifications for the printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
6. Open all doors and covers and ensure the paper path is completely clear of paper or obstructions.
7. If the error persists, contact your HP-authorized service or support provider, or contact customer support at
www.hp.com/go/contactHP.
To prevent future paper jams in the printer, follow these recommendations:
● Use only paper that meets HP specifications for this printer.
For more information, refer to the printer User Guide or the HP LaserJet Print Media Guide.
● Make sure the printing environment is within recommended specifications.
● Do not use paper that is wrinkled, folded, or damaged.
● Do not overload the tray with paper.
● Make sure that the paper guides in the tray are adjusted correctly for the size of paper.
● Make sure that the tray is fully inserted in the printer.
● If printing on heavy, embossed, or perforated paper, use the manual feed feature and feed sheets one at a
time.
● Open the Trays menu on the printer control panel. Verify that the tray is configured correctly for the paper
type and size.

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. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
2. Verify that no doors are open.
3. Check the paper tray to make sure paper is loaded correctly. The paper guides should be adjusted to the
correct size, and the tray should not be filled above the maximum fill marks or tabs.
4. Verify that the paper meets specifications for this printer.
5. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.

6. If the issue persists, open the Administration > Troubleshooting > Diagnostic Tests > Component Test menu,
and perform the appropriate pickup/feed motor drive test. Replace the pickup assembly if the test fails.
7. Verify the sensors are functioning correctly. If the sensors fail the test, first verify that all connections on the
DC controller are correctly seated. If possible, replace the sensor or assembly it is associated with.
8. If the sensors pass the test, look for blockage or damaged parts and replace any damaged parts.
9. If the error persists, elevate the case using the Standard Support Process.
13.02.yz Paper is jammed in Tray 1

Paper jam when printing from tray 1.
Y and Z are variables and can be any of the following 0-9 or A-F.

1. Clear the paper jam.
a. Slowly remove all jammed paper from tray 1.
Figure 7-10 Remove paper from tray 1
13.02.yz Paper is jammed in Tray 1 37

b. Open the front cover and clear any paper found.
Figure 7-11 Open front door
c. Look for and clear any paper present or obstructions in the paper path.
Figure 7-12 Check for paper
2. Ensure the type and quality of the paper being used meets the HP specifications for the printer.

3. Ensure that the tray 1 width and length guides are set to the correct paper size being installed into the tray
and that the tray is not over filled above the fill mark or over the tab on the tray.
Figure 7-13 Load tray 1
4. If the error persists, please contact customer support at: www.hp.com/go/contactHP.
Recommended action for call-center agents and onsite technicians 39


Figure 7-17 Check guides
Call-out 1 — Tray adjustment
Call-out 2 — Height guide
4. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage or wear.
5. Clean or replace the pickup roller and separation pad as needed.
Tray 1 pickup roller part number: RL2-0656-000CN

Tray 1 separation pad assembly part number: RL2-0657-000CN
For instructions:
● Pickup roller:
● Separation roller:
6. If the issue persists, elevate the case using the Standard Support Process.

Paper jam when printing from tray 2

13.03.yz Paper is jammed in Tray 2 41

a. Open tray 2.
Figure 7-18 Open tray 2
b. Remove the paper from the tray, and discard any damaged paper.
Figure 7-19 Remove paper
3. If the error persists, ensure that the tray width and length guides are set to the correct paper size for the
paper being installed.
Figure 7-20 Check tray 2 rear guide

A4
11
B5

Figure 7-21 Check tray 2 side guides
8.5
A4 / A5 B5
4. Load the paper into the tray. Make sure that the stack is flat at all four corners and that the top of the stack
is below the maximum-height indicators.
Figure 7-22 Load paper
5. Clear paper from inside the printer.
a. Open the front cover.
Recommended action for customers 43

b. Remove the toner cartridge.
c. Lift the jam-access and remove any paper found.
Figure 7-24 Open registration jam access
d. Lift the paper feed jam access and remove any paper found.
Figure 7-25 Open jam access
6. Reinstall the toner cartridge and close the front door to allow the printer clear the jam message.
7. If the error persists, contact customer support at www.hp.com/go/contactHP, or contact an HP-authorized

service or support provider.

a. Open tray 2.

A4
11
B5

8.5
A4 / A5 B5

7. Make sure that the tray 2 pickup and separation rollers are installed correctly and show no damage or wear.
8. Clean or replace the pickup and separation rollers as needed.
Tray 2 paper pickup roller assembly part number: RM2-5452-010CN

Tray 2 separation roller assembly part number: RM2-5397-000CN
9. If the issue persists, ensure that the parts in tray 2 are not damaged.
10. If tray 2 is damaged and is not functioning correctly, replace the part.
Cassette (Tray 2) assembly part number: RM2-5392-010CN
11. If the issue persists, open the front door, remove the toner cartridge and try to engage the registration
sensor with a piece of paper, if there are no obstructions close the front door and see if the error clears.

12. If the error persists, replace the following parts as needed.
Registration assembly part number: RM2-2577-000CN
NOTE: Make sure to replace only the defective part causing the issue.
13. Ensure to reinstall the removed customer parts, and then check if the issue persists.
To reinstall a part, reverse the removal steps.

Paper jam when printing from tray 3.

a. Open tray 3.


A4
11
B5

8.5
A4 / A5 B5



a. Open tray 3.


A4
11
B5

8.5
A4 / A5 B5


6. Make sure that the tray pickup and separation rollers are installed correctly and show no damage or wear.
Roller, paper pickup assembly (550-sheet feeder) part number: RM2-5741-000CN

Roller, separation assembly (550-sheet feeder) part number: RM2-5745-000CN
Optional 550-sheet paper input accessory tray - Replacement cassette for Tray 3 part number:
RM2-5413-000CN
11. If the error persists, and the jam continuously is found in the registration assembly, replace the following
parts as needed.
13. If the jam persists, replace the tray 3 assembly.
Optional 550-sheet tray 3 paper feeder assembly (whole unit) part number: D9P29-67018
13.08.yz,13.09.yz Paper is jammed in the cartridge area

Paper is jammed in the toner cartridge area of the printer.
13.08.yz,13.09.yz Paper is jammed in the cartridge area 55


e. Remove paper from the inside of the printer.
f. Reinstall the toner cartridge and close the front door.
3. Ensure the printer is located in an area meets the environmental specifications for the printer.
4. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the back edge
of the tray.


of the tray.

7. If the paper stopped before the fuser, complete these troubleshooting steps:
a. Ensure the toner cartridge is install correctly.
b. Ensure the transfer roller is seated correctly and not damaged. If needed, replace the transfer roller.
Transfer roller part number: RM2-2039-000CN
c. Ensure the registration assembly is not damaged and functions correctly.
If the error persists, and the jam continuous in the registration assembly, replace the registration
assembly.
Registration roller assembly part number: RM2-2577-000CN
8. If the paper stopped in or at the fuser, complete these troubleshooting steps:
▲ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage and/or
damage. Replace the fuser as needed.
Fixing (fuser) assembly (110-127v) part number: RM2-2554-000CN


13.10.yz, 13.11.yz, 13.13.yz Paper is jammed in the output bin

Paper is jammed in the output bin of the printer.

1. Follow the instructions on the control panel to clear the jammed paper.
2. Remove paper from the output tray.
c. Lift the paper feed jam access and remove any paper found.

d. Remove paper from the inside of the printer.
e. Reinstall the toner cartridge and close the front door.
4. Open the rear door and clear paper from the area.
a. Open the rear door.
Figure 7-61 Open rear door
Figure 7-62 (MFP) Open rear door

b. Remove paper from the area.
5. Close the rear door to allow the printer to attempt to clear the jam message.
of the tray.


of the tray.
7. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage and/or

For instructions:
13.14.yz, 13.15.yz Paper is jammed inside the printer

Paper is jammed in the duplex area inside the printer.

a. Completely remove Tray 2 from the printer.
Figure 7-70 Remove tray 2
b. Push the green button to release the duplex pan.
Figure 7-71 Push green button

c. Remove paper from inside duplex paper path.
Figure 7-72 Remove paper for this area
d. Reinstall tray 2.
of the tray.
a. Completely remove Tray 2 from the printer.
Figure 7-73 Remove tray 2

b. Push the green button to release the duplex pan.
Figure 7-74 Push green button
c. Remove paper from inside duplex paper path.
Figure 7-75 Remove paper for this area
d. Reinstall tray 2.
of the tray.
5. If the error persists, please elevate the case using the Standard Support Procedure.

21.* errors
Errors in the 21.* family are related to the printer memory and complexity of the image being printed. The page
might require more memory than the printer has available.
21.* errors 67
Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, contact your
HP-authorized service or support provider, or contact HP support at www.hp.com/go/contactHP.
1. Touch the OK button to clear the error.
2. Reduce the page complexity.
3. Add product memory.
21.00.00 Misprint, Page Too Complex

The printer displays this message to indicate that the page decompression process was too slow for the printer.
Recommended action
1. Touch the OK button to continue. There may be some data loss on the page that was being formatted when
the error occurred.
3. Try changing Advanced printer driver settings for "Print Data Optimization" and or "Raster Compression".
4. Print the job again.

30.01.08 Home position error
The scanner optic failed to return to the home position.

1. Turn the printer off, and then on.
2. Verify that the printer has the most recent firmware from HP.
3. Verify that the (flat flexible cables (FFC’s) to the scanner assembly are seated correctly on the formatter
board.
4. If the error persists, replace the scanner/automatic document feeder (ADF) assembly.
Scanner/ADF (simplex) part number: W1A73-60108

Scanner/ADF (duplex) part number: W1A73-60113
For instructions:
30.03.14
Front side scanner EEPROM (NVM) error has occurred.

board.

For instructions:
30.03.20
The firmware cannot communicate with the PCA on the assembly.

board.
30.03.14 69
For instructions:
30.03.22 Scanner failure

Front side illumination calibration failure.
The scan module cannot see the illumination module, or the illumination is marginal.
The optical assembly might not be parked under the calibration strip.

board.

For instructions:
30.03.30 Scanner Failure

Flatbed motor shutdown.
The scanner control board (SCB) cannot communicate with the flatbed scanner motor.


board.

For instructions:

31.01.47 Document feeder not detected
The document feeder was not detected. The document feeder might not be connected.
The flatbed glass is still available for scanning.

1. Turn the printer off and then on.

For instructions:
31.03.14
Backside scanner EEPROM (NVM) error.
A non-fatal error has occurred.

31.01.47 Document feeder not detected 71


For instructions:
31.03.20 backside scanner not detected

Backside scanner is not detected.


For instructions:
31.03.22 Scanner calibration failure

Backside illumination calibration failure.



For instructions:
31.03.31 Document feeder motor stall

The document feeder feed motor is not turning.


For instructions:
31.13.01
Document feeder job error, pick error.
Paper pick was initiated, but the page didn't did not make it to the pick success sensor.

1. Remove the paper jam
31.03.31 Document feeder motor stall 73

a. Open the document feeder cover.
Figure 7-76 Open document feeder
b. Gently pull the jammed paper out.

c. Clean the document feeder rollers with a damp lint free cloth.
Figure 7-78 Clean rollers
d. Close the document-feeder cover. Make sure it is completely closed.
e. Open the document feeder tray cover.
Figure 7-79 Open tray cover

f. Gently pull the jammed paper out.
g. Close the document feeder tray cover.
h. Open the scanner lid. If paper is jammed in the scanner lid, gently pull it out, and then close the
scanner lid.
Figure 7-81 Clear jam
2. Check the paper guides and make sure that they are set to the correct paper width.
3. Make sure that the input tray is not overloaded and the tray guides are correctly aligned to both edges of
the paper.
4. Verify that the paper meets the printer specifications.
5. Verify there are no staples or paper clips on the stack of originals. Verify the originals are straightened out
from previous folds or curl.




scanner lid.
the paper.
5. Clean the document feeder pick and feed rollers with a damp lint free cloth.


31.13.02
Document feeder jam error.
The paper passed the pick success sensor, and then jammed in the document feeder paper path.



scanner lid.
the paper.




scanner lid.
the paper.


32.WX.YX error messages
32.* errors
Errors in the 32.* family are related to either product start events or to backup and restore events.
Recommended action
2. Retry the job.
32.21.11 Cold Reset Performed

The printer has had a cold reset performed.
Recommended action

33.05.00 Boot code corrupt
The boot firmware boot code is corrupt.

2. If the error persists, upgrade to the latest version of firmware, or re-download the firmware.
3. Upgrade the firmware.
Go to HP Customer Support - Software and Driver Downloads for the latest version of firmware.


33.05.04 Upgrade corrupt

the firmware upgrade is corrupt.


33.05.10 Code sign error

The printer experienced a code sign error.


33.05.04 Upgrade corrupt 87


44.34.10 Fax DSP not detected
The Fax DSP PCA was not detected.

1. Turn the printer off.
2. Verify the that the FFC to the fax PCA is correctly installed on the formatter.
a. Remove the right cover following the directions in the Service Manual.
b. Check the FFC connection on the Formatter at J12 Fax. Ensure the FFC is correctly connected and
seated.
c. If it is not correctly connected, reconnect and test the Fax again.
3. If the error persists, replace the Fax PCA.
Fax PCA, (AP+AMS; fax models) Part number: G3Q65-60001

Fax PCA, (EU; fax models) Part number: G3Q66-60001
Fax PCA, (Brazil; fax models) Part number: G3Q67-60001
Fax PCA, fax card for BBU (fax models) Part number: G3Q68-60001
IMPORTANT: Before replacing the Fax PCA check the connection of the FFC to the PCA to make sure it is
not loose and is connected and seated correctly.

50.* errors
Errors in the 50.* family indicate a problem with the fuser.


1. Turn the printer off, and remove the fuser. Check the fuser for damage or obstructions. Reinstall or replace
the fuser as needed.
CAUTION: The fuser might be hot.
2. Check the connectors between the fuser and the DC controller and from the fuser to the printer.
3. Replace the fuser. If it has already been replaced, replace the fuser power supply.
50.00.00
Low fuser temperature failure

1. Turn off the power by using the power switch, and then wait at least 30 seconds.
2. Turn on the power and wait for the product to initialize
3. If the error returns, turn the printer off, unplug the device from any power-strips or uninterrupted power
supplies, and plug printer directly in to a wall socket.
4. Ensure that the power source meets the printer requirements. Ensure that the printer is the only device
using the circuit.
5. Ensure the paper type and fuser mode are correct for paper being used.
using the circuit.

6. Remove and reinstall the fuser. ensure that the fuser is seated correctly.
7. Ensure that there is no residual paper in the fuser.
8. If the error persists, replace the fuser assembly.

50.01.00
Low fuser temperature failure

using the circuit.
using the circuit.

9. If the error persists, replace the low-voltage power assembly.
Low voltage power supply PCB assembly (SFP 110-127v) part number: RM3-7411-000CN
Low voltage power supply PCA (SFP 220-240v) part number: RM3-7412-000CN
Low voltage power supply PCA (MFP 110-127v) part number: RM3-7413-000CN
50.02.00
Slow fuser error.

using the circuit.
using the circuit.
4. Remove the fuser and check the fuser for damage or obstructions. Reinstall or replace the fuser as needed.
Ensure that the fuser is seated correctly.

50.03.00
High fuser temperature.
50.02.00 91
using the circuit.
3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.
5. Check the paper type setting in the printer control panel menus and in the print driver. Ensure that the
settings match and are correct for the type of paper being used.

50.04.00
Fuser drive error.


using the circuit.
3. Remove and reinstall the fuser. Ensure that the fuser is seated correctly.
4. Check the printer power source. Ensure that the power source meets the printer requirements. Ensure that
the printer is the only device using the circuit.
NOTE: If the printer does not meet the power requirement of 43 to 67Hz frequency, the fuser
temperature control does not work correctly and this will cause the error.
50.05.00
Fuser error.

using the circuit.

using the circuit.

50.07.00
Fuser open error.

using the circuit.
2. Turn on the power and wait for the printer to initialize
3. Remove the fuser and checked for any jammed paper inside the fuser.

a. Check the fuser input area.
b. Check the fuser output area.
c. Lift the release lever.

d. Release the locking tab and slide the plastic cover to the right.
e. Remove the plastic cover.
f. Rotate the gear on the right side and check if any jammed paper is between pressure roller and the
fuser film.
4. Reinstall the fuser. Ensure that the fuser is seated correctly.
5. If the error persists, replace the fuser.


6. If the error persists, replace the main motor M1.
Main motor assembly part number: RM2-9531-000CN
50.08.00
Fuser ow sub-thermistor fuser error.

using the circuit.
using the circuit.

50.08.00 97
50.09.00
Fuser high sub-thermistor fuser error.

using the circuit.
using the circuit.


51.WX.YZ, 52.WX.YZ error messages
51.* errors
Errors in the 51.* family are related to the laser scanner.
Go to HP FutureSmart - Latest Firmware Versions.

1. Ensure the printer is running the most current version of firmware.
Go to: HP FutureSmart - Latest Firmware Versions
2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and reseat them
if necessary.
3. If the error persists, replace the laser scanner.
51.wx.00
An error with the laser/scanner assembly has occurred in the printer.
● 51.00.00 Beam detect or laser error
● 51.20.00 Black laser scanner error
● 51.21.00 Cyan laser scanner error
● 51.22.00 Magenta laser scanner error
● 51.23.00 Yellow laser scanner error
● 51.30.00 Beam detect or laser error

51.* errors 99
2. Make sure that the printer is not plugged into any surge protectors or power strips. Plus the printer directly
into a wall outlet.
3. Turn on the power and wait for the product to initialize.
4. If the error returns, check the wire harness from the laser/scanner to the DC controller.
a. Check the following connector on DC controller PCA J4.
b. Check the connectors on the laser/scanner J811.
c. If the cable is damaged, replace the cable.
Cable, flexible flat laser part number: RK2-9901-000CN
5. If the error persists, replace the laser scanner assembly.
Part number: RM2-2891-000CN
52.* errors
Errors in the 52.* family are related to the laser scanner.

1. Ensure the printer is running the most current version of firmware.
Go to: HP FutureSmart - Latest Firmware Versions
2. Check all connections on the laser/scanner and from the laser/scanner to the DC controller, and reseat them
if necessary.
3. If the error persists, replace the laser scanner.
52.00.00 or 52.00.10
A printer laser/scanner motor error occurred.

2. Make sure that the printer is not plugged into any surge protectors or power strips. Plus the printer directly
into a wall outlet.
a. Check the following connector on DC controller PCA J4.
b. Check the connectors on the laser/scanner J811.
c. If the cable is damaged, replace the cable.
Cable, flexible flat laser part number: RK2-9901-000CN
5. If the error persists, replace the laser/scanner assembly.

53.17.00
Tray 2 lift error.

1. Open the indicated tray and remove all the paper.
2. Close the tray and see if the error still persists.
3. Reload the paper tray making sure the tray guides are set correctly and the tray is not over loaded.
1. Open tray 2 and remove all the paper from the cassette.
2. Close the tray to see if it will lift successfully.

3. If the error persists, remove the tray 2 cassette and check the tray for any damage or defects that might
keep it from lifting. If the tray is damaged, replace the cassette tray.
4. If the tray is not damaged and the error persists, please elevate the case using the Standard Support
Process.
53.18.00
Tray 3 lift error.

Cassette assembly (550-sheet feeder) part number: RM2-5413-000CN
4. If the tray is not damaged and the error persists, please elevate the case using the Standard Support
Process.

54.19.00 or 54.25.00
TOP / Registration sensor failure
54.19.00 - Bad TOP Sensor
54.25.00 - TOP Sensor error


2. Clean any toner dust and debris from the registration sensor and the surrounding areas using compressed
air and/or a soft brush.
3. If the error persists, replace the registration assembly.
54.21.00
Laser/scanner beam detect error.

a. Check the following connectors on DC controller J4 and J811 on the laser scanner.
b. Check the connectors on the laser/scanner J801 and J802.
3. If the error persists, replace the laser/scanner assembly.

55.* errors
Errors in the 55.* family often indicate a problem with the DC controller.


1. Reset the printer:
a. Turn the printer off using the power switch, and then wait at least 30 seconds.
b. Turn the printer on and wait for it to initialize.
2. Make sure the printer is running the most current version of firmware.
3. If the error persists, replace the DC controller.
55.00.00, 55.01.00, 55.30.00 or 55.40.00

Engine communication or memory error.
● 55.00.00 Engine communication error.
● 55.01.00 DC Controller memory error.
● 55.30.00 Engine communication error.
● 55.40.00 Engine communication timeout error.

Recommended action for call center agents and onsite technicians
3. If the error persists, replace the DC controller PCB Assembly:
DC controller PCA part number: RM3-7580-000CN
55.03.00
Engine or formatter communication error.


2. If issue remains, perform a firmware upgrade.
Recommended action fro call-center agents and onsite technicians
2. If issue remains, perform a firmware upgrade.
3. If the error persists, replace the formatter or engine controller PCA.
Engine controller PCA part number: RM3-7580-000CN

Formatter PCA (SFP generic formatter for all d models) part number: W2Q08-60001
Formatter PCA (M304a; EMEA) part number: W1A66-60001
Formatter PCA (M305d; China) part number: W1A46-60001
Formatter PCA (M305dn; China) part number: W1A47-60001
Formatter PCA (M405d; China/India) part number: W1A58-60001
Formatter PCA (M404d) part number: W1A49-60001
Formatter PCA, (M454dn) part number: W1Y44-67901
Formatter PCA (SFP generic formatter for all n/dn/dw models) part number: W2Q09-60001
Formatter PCA (M404n) part number: W1A52-60001
Formatter PCA (M404dn) part number: W1A53-60001
Formatter PCA (M404dw) part number: W1A56-60001
Formatter PCA (M405n; China/India) part number: W1A57-60002
Formatter PCA (M405n; China only) China only part number: W1A57-60003
Formatter PCA (M405dn; China/India) part number: W1A59-60001
Formatter PCA (M405dn; China only) part number: W1A59-60002
Formatter PCA (M405dw; China/India) part number: W1A60-60001
Formatter PCA (M405dw; China only) part number: W1A60-60002
Formatter PCA (MFP generic formatter for all 4in1 models) part number: W2Q13-60001
Formatter PCA (M428fdn) part number: W2Q13-60003
Formatter PCA (M428fdw) part number: W1A30-60001
Formatter PCA (M428fdn; Russia) part number: W1A32-60001
Formatter PCA (M429fdn) part number: W1A34-60001
Formatter PCA (M429fdw) part number: W1A33-60001
Formatter PCA (M429fdn; China only) part number: W1A34-60002
Formatter PCA (M429fdw; China only) part number: W1A35-60001
Formatter PCA (M329dn; China only) part number: W1A23-60001
Formatter PCA (MFP generic formatter for all 3in1 models) part number: W2Q12-60001
Recommended action fro call-center agents and onsite technicians 105

Formatter PCA (M428dw; Russia) part number: W1A28-60002
55.06.01, 55.06.02
DC controller NVRAM memory error.
● 55.06.01 - DC controller NVRAM data error
● 55.06.02 - DC controller NVRAM access error.

Recommended action for call center agents and onsite technicians
3. If the error persists, replace the DC controller PCB Assembly:
DC controller PCA part number: RM3-7580-000CN
55.90.28
DC controller NVRAM restore.
Recommended action
NOTE: This is an information message only.

56.* errors
Errors in the 56.* family indicate a communication problem with an optional paper tray or other external
accessory.
Recommended action

2. If any third-party hardware is installed, remove it and try printing again.
3. If an optional paper tray is installed, remove it. Check the connectors on the tray for damage. If the
connector is damaged, replace the tray.
4. Reinstall the tray, and make sure it is correctly seated.
56.01.00
The printer experienced an illegal input.
Recommended action
1. Turn the printer off, then on.
2. Remove any third-party hardware and test again.

57.* errors
Errors in the 57.* family indicate a problem with a fan.

1. Press the Power button on the front of the printer to turn it off, and then wait 10 seconds.
2. Press the Power button again to turn on the printer.

1. Use the printer troubleshooting manual to identify the locations of each fan. Turn the printer off and then
on, and listen for noise coming from the area of each fan. Replace any fan that is not making noise.
2. Remove enough parts to access the DC controller or the power supply PCA. Check the connections from
each fan to the DC controller or power supply PCA. Reseat them if necessary.
3. With the DC controller or power supply PCA exposed, turn the printer on. Immediately measure the voltage
between the connectors for each fan and the DC controller. If the voltage changes from 0V to approximately
24V during the power-on cycle, replace the affected fan. If the voltage remains at 0V, replace the DC
controller.
56.01.00 107
57.01.00 Fan failure
Main fan FM1 failure.

1. Turn the printer off, then on.
2. If the error persists, replace the power supply fan FM1.
Part number: RK2-8068-000CN

58.* errors
Errors in the 58.* family indicate an electrical problem inside the printer.

2. Make sure the printer is connected to a dedicated power outlet and not to a surge protector or other type of
extension cord.

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.

58.04.00
AC/LVPS Power Failure.

NOTE: This error might be caused by source power related issues.
Determine if the area where the printer is located has experienced brown outs or is subject to power
quality issues.
NOTE: This error might be caused by source power related issues.
Determine if the area where the printer is located has experienced brown outs or is subject to power
quality issues.
using the circuit.
5. Ensure the printer is plug into a dedicated power outlet.
6. Check the voltage label on the back of the product. If the product is rated 220V and is plugged into a 110V
outlet, this error might occur. In most cases, no damage is caused to the product. If a power transformer is
used to convert 220V power to 110V, verify that the transformer power rating is sufficient to operate the
product.
7. If the error persists, replace the low-voltage power supply (LVPS).
Low voltage. power supply PCA (MFP 110-127v) part number: RM3-7413-000CN
8. If the error persists, replace the printer.
58.04.00 109
59.* errors
Errors in the 59.* family indicate a problem with one of the motors or with the lifter drive assembly for one of the
trays.


2. Check all connections on the main control board of the printer, (DC controller, Engine control board ECB)
each motor, and to the paper feeder drive PCA (for an optional paper feeder). Reseat them if necessary.
59.09.00 or 59.0A.00
Main motor error.
A main motor error has occurred.

4. If the error persists, replace the drum motor M1.
Drum motor part number: RM2-9531-000CN

5. If the error persists after the motor has been replaced, replace the DC controller.
Engine controller PCA part number: RM3-7580-000CN

60.* errors
Errors in the 60.* family are related to one of the optional trays.

Use the following general troubleshooting steps to try to resolve the problem.
NOTE: You can determine the tray number from the last digit in the error number. For example:
● 60.00.02 or 60.01.02 = Tray 2
● 60.00.03 or 60.01.03 = Tray 3
1. Open the failing tray and remove all paper from the tray.
2. Close the tray to check if the error persists.
3. Reload the paper and test the printer.

1. Use the Tray/Bin Manual Sensor test to verify that the sensors for each tray are functioning correctly.
2. Check all connectors on the paper feeder PCA.
3. Replace the optional paper feeder.
60.03.00
Tray 3 lift motor error.

60.* errors 111

Cassette assembly (550-sheet feeder) part number: RM2-5413-000CN
4. If the tray is not damaged and the error persists, replace the lifter drive assembly.
Lifter drive assembly (550-sheet feeder) part number: RM2-5415-000

8 Alphabetical control panel messages
Use the following alphabetical message to see further information on the message.
Alphabetical messages
Canceling...<jobname>
The printer is canceling the current job <jobname>.
Recommended action
Cartridge Memory Error

Unable to read cartridge data from the indicated cartridges.
Recommended action
1. Remove and the install the toner cartridge.
2. If the problem still occurs, replace the toner cartridge now.
Cartridge Memory Missing

Unable to read cartridge data from the indicated cartridges.
Recommended action
1. Remove and the install the toner cartridge.
2. If the problem still occurs, replace the toner cartridge now.
Checking engine
The printer is conducting an internal test.
Recommended action
Checking paper path

The printer is checking for possible paper jams.
Alphabetical control panel messages 113

Recommended action
Cleaning
The printer is performing an automatic cleaning cycle. Printing will continue after the cleaning is complete.
Recommended action
Close the cartridge access door

The front cartridge access door is open.

1. Close the front cartridge access door.
2. If the message persists with the door closed, please contact customer support at: www.hp.com/go/
contactHP.
1. Close the front cartridge access door.
2. Check the flat projection part on the top left on the inside of the door. If it is damaged, replace the front
door assembly.
Figure 8-1 Check front door
M304/M305/M404/M405 Cartridge door assembly part number: RM2-2562-000CN

M329/M428/M429 Cartridge door assembly part number: RM2-2567-000CN
3. If the problem persists, please elevate the case using the Standard Support Process.
Toner cartridge low

The indicated toner cartridge is nearing the end of its useful life.
114 Chapter 8 Alphabetical control panel messages

Recommended action
▲ Printing can continue, but consider having a replacement supply on hand.
Toner cartridge very low

The indicated toner cartridge is very low.
The indicated toner cartridge is at the end of its useful life. A customer configurable option on this product is
"Low threshold" this can be set to the percentage for the very low message. This option is provided as a customer
convenience and is not an indication these pages will have acceptable print quality.
Recommended action
▲ To ensure optimal print quality, HP recommends replacing the toner cartridge at this point. You can continue
printing until you notice a decrease in print quality. Actual cartridge life might vary.
NOTE: Once an HP supply has reached Very Low, HP’s Premium Protection Warranty on that supply has
ended. All print defects or cartridge failures incurred when an HP supply is used in Continue at very low
mode will not be considered to be defects in materials or workmanship in the supply under the HP Print
Cartridge Warranty Statement.
Data received To print last page press “OK”

The printer is waiting for the command to print the last page.
Recommended action
▲ Touch the “OK” button on the control panel to print the last page of the job.
Cooling device
The printer is cooling.
Recommended action
Device error. Press [OK] to continue

Paper has been delayed as it moves through the product.
Recommended action
1. Press the OK button to clear the message.
2. To avoid this problem, try the following solutions:
● Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the back
edge of the tray.
Recommended action 115

● Use paper that meets HP specifications. Store paper unopened in its original packaging.
● Use the product in an area that meets the environmental specifications for this product.
Device is busy. Tray again later

The product is currently in use.
Recommended action
1. Wait for the product to finish the current job, or to finish initializing.
2. Turn the product off, then on, to see whether it comes to a Ready state.
3. Restore the device to the factory default settings. (Setup Menu -> Service Menu -> Restore Defaults)
4. If the issue persists, upgrade to the latest firmware.
Document feeder jam. Clear and reload

Paper is jammed in the document feeder tray or a sensor has incorrectly detected media in the document feeder
paper path.




scanner lid.
the paper.




scanner lid.
the paper.

Document feeder mispick. reload




scanner lid.
the paper.




scanner lid.
the paper.


Fax is busy. Canceled send
The fax line to which you were sending a fax was busy. The product has canceled sending the fax.
Recommended action
1. Call the recipient to ensure that the fax machine is on and ready.
2. Verify that the fax number is correct.
3. Verify that the Redial if Busy option is enabled.
4. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.
NOTE: This test verifies that the phone cord is connected to the correct port and that the phone line has a
signal. The product prints a report with the results.
5. For additional fax sending/receiving troubleshooting go to, or search for this document.
HP LaserJet Pro MFP - Solve problems sending or receiving faxes (including fax error messages)
Fax line surge

The product experienced current on the fax line over 125 mA for more than 15 seconds.
Recommended action
1. Disconnect and reconnect the fax line.
2. If the error persists, contact HP support to see if the fax surge value can be changed.
Fax send error

An error occurred while trying to send a fax.
Recommended action
1. Resend the fax.
2. Try faxing to another fax number.
3. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone cord. Check
that the telephone cord is securely connected by unplugging and replugging the cord.
4. Verify that you are using the telephone cord that came with the product.
5. Open the Setup menu, and then go to Fax Tools, choose Run Fax Test.
Fax is busy. Canceled send 129

6. Connect the product to a different phone line.
7. Set the fax resolution to Standard instead of the default of Fine .
Fax receive error

An error occurred while trying to receive a fax.
Recommended action
1. Ask the sender to resend the fax.
2. To verify that the telephone cord is securely connected, disconnect and reconnect the telephone cord.
5. Decrease the fax speed. Ask the sender to resend the fax.
6. Turn off error-correction mode. Ask the sender to resend the fax.
NOTE: Turning off error-correction mode might reduce the quality of the fax image.
7. Connect the product to a different phone line.
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.
Recommended action
Genuine HP supply installed

A new genuine HP supply has been installed.
Recommended action
▲ Touch the Hide button to remove this message.

Initializing...
The printer is starting.
Recommended action
Insert or close Tray <X> to continue.

A paper tray is open causing a blocked paper path.
Recommended action
▲ Insert or close Tray <X> to continue.
Install toner cartridge

The toner cartridge is missing or not seated correctly.
Recommended action
1. If the toner cartridge is missing, install a new toner cartridge.
2. If the toner cartridge is installed, remove and reinstall the toner cartridge.
Jam in output bin. Open rear door and clear jam.

A paper jam occurred in the output bin area of the printer.

1. Follow the instructions on the control panel to clear the jammed paper.
Initializing... 131


5. Close the rear door to allow the printer to attempt to clear the jam message.
of the tray.


of the tray.
7. Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage and/or

For instructions:
Jam in print paper path. Open rear door and clear jam.
A paper jam occurred in the rear door/fuser area.


of the tray.


of the tray.

7. If the paper stopped before the fuser, complete these troubleshooting steps:
a. Ensure the toner cartridge is install correctly.
b. Ensure the transfer roller is seated correctly and not damaged. If needed, replace the transfer roller.
Transfer roller part number: RM2-2039-000CN
c. Ensure the registration assembly is not damaged and functions correctly.
If the error persists, and the jam continuous in the registration assembly, replace the registration
assembly.
Registration roller assembly part number: RM2-2577-000CN
8. If the paper stopped in or at the fuser, complete these troubleshooting steps:
▲ Remove the fuser and inspect the fuser sleeve, pressure roller, and delivery roller for blockage and/or


Jam in Tray 1. Clear the jam, and then press "OK".

A paper jam occurred while printing from tray 1.

Jam in Tray 1. Clear the jam, and then press "OK". 141
Figure 8-49 Load tray 1


Figure 8-53 Check guides
Call-out 1 — Tray adjustment
Call-out 2 — Height guide
4. Ensure that the Tray 1 pickup roller and separation pad are installed correctly and show no damage or wear.
5. Clean or replace the pickup roller and separation pad as needed.
Tray 1 pickup roller part number: RL2-0656-000CN

Tray 1 separation pad assembly part number: RL2-0657-000CN
For instructions:
● Pickup roller:
● Separation roller:
6. If the issue persists, elevate the case using the Standard Support Process.

A paper jam occurred when printing from tray 2.


a. Open tray 2.

A4
11
B5

8.5
A4 / A5 B5



a. Open tray 2.

A4
11
B5

8.5
A4 / A5 B5



12. If the error persists, replace the following parts as needed.

Paper jam while printing from tray 3.

a. Open tray 3.
Jam in Tray 3. Clear the jam, and then press "OK". 151

A4
11
B5

8.5
A4 / A5 B5



a. Open tray 3.


A4
11
B5

8.5
A4 / A5 B5


6. Make sure that the tray pickup and separation rollers are installed correctly and show no damage or wear.
Roller, paper pickup assembly (550-sheet feeder) part number: RM2-5741-000CN

Roller, separation assembly (550-sheet feeder) part number: RM2-5745-000CN
Optional 550-sheet paper input accessory tray - Replacement cassette for Tray 3 part number:
RM2-5413-000CN
11. If the error persists, and the jam continuously is found in the registration assembly, replace the following
parts as needed.
13. If the jam persists, replace the tray 3 assembly.
Optional 550-sheet tray 3 paper feeder assembly (whole unit) part number: D9P29-67018
Load Tray <X>: [Type], [Size] To use another tray, press “OK”
This message displays when the indicated tray is selected, but is not loaded, and other paper trays are available
for use.

It also displays when the tray is configured for a different paper type or size than the print job requires.
Recommended action
1. Load the correct paper in the tray.
2. If prompted, confirm the size and type of paper loaded.
3. Otherwise, press the OK button to select another tray.
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 you (or the applicable user) to
insert the output stack to print the second side.
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.
Manually feed: <Type><Size>

This message appears when manual feed is selected, Tray 1 is not loaded, and other trays are empty.
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.
Misprint. Press [OK] to continue.

Paper has been delayed as it moves through the product.
Recommended action
1. Press the OK button to clear the message.
2. To avoid this problem, try the following solutions:
a. Adjust the paper guides in the tray. Ensure the front paper guide is pushing the paper against the back
edge of the tray.
b. Use paper that meets HP specifications. Store paper unopened in its original packaging.

c. Use the product in an area that meets the environmental specifications for this product.
No Dial tone
The product could not detect a dial tone.
Recommended action
1. Check for a dial tone on the phone line by touching the Start Fax button.
2. Unplug the telephone cord from both the product and the wall. Reconnect the cord at both ends ensuring
you are using the FAX port on the back of the printer. Looking at the back of the printer, the FAX port is
towards the middle. DO NOT connect the fax line to the port with the telephone icon.
4. Open the Support menu, and then touch the Fax Diagnostics menu. Touch the Run Fax Test button.
No Fax detected
The product answered the incoming call but did not detect that a fax machine was calling.
Recommended action
3. If the error persists, replace the Fax PCA.
Fax PCA US part number: W1A78-67906

Fax PCA Europe part number: W1A78-67907
Fax PCA Brazil part number: W1A78-67908
Fax PCA Philippines/AP part number: W1A78-67909
No job to cancel
You have pressed the stop button but the printer is not actively processing any jobs.

Recommended action
NON HP Supply Installed

This message is displayed for about 6 seconds when a new non-HP supply is installed.
10.99.31 (event code)
Recommended action
1. Use a genuine HP supply for the printer.
2. If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.
Printer out of memory, job too big

Printer out of memory, job too big.
Recommended action
1. Touch the OK button to print the transferred data. Some data might be lost.
Output Bin Full

This message displays when the output bin is full and paper must be removed before printing can continue.
1. Remove the paper from the output bin.
2. If the message persists and the tray is empty, please contact customer support at: www.hp.com/go/
contactHP.
Recommended action
1. Remove the paper from the output bin.
2. If this message appears even though the output bin is not full.
▲ Make sure that the output bin sensor flag is not damaged and can move freely. If the flag is damaged,
replace the fuser/output assembly.

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
▲ Press the Stop button.
Printing Help Page...

The printer is printing the Help page.
Recommended action
Printing Menu Map...

The printer is printing the Menu Map pages.
Recommended action
Printing Supplies Status Page...

The printer is printing the Supplies Status page.
Recommended action
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.
Recommended action
Power Failure Recovery

Recovering from power failure. Please wait.
Recommended action
Power supply malfunction.

Power supply malfunction. Restart the printer.
Recommended action
▲ Turn the printer on to restart it.

Printing Configuration...
The printer is printing the Configuration page.
Recommended action
Printing engine test...

The printer is printing an engine test page.
Recommended action
Printing Event Log...

The printer is printing the Event Log page.
Recommended action
Printing Font List...

The printer is printing the Font List pages.
Recommended action
Printing File Directory...

The printer is printing the File Directory pages.
Recommended action
Printing Usage Page...

The printer is printing the Usage page.
Recommended action
Protected cartridge
A previously protected cartridge was installed in a printer other than the one that initiated the cartridge
protection.
The indicated cartridges can only be used in the printer or fleet of printers that initially protected the cartridges
using the HP Cartridge Protection feature.
Printing Configuration... 163

Recommended action
▲ Please check the printer and replace the cartridge.
NOTE: The indicated cartridges can only be used in the printer or fleet of printers that initially protected
the cartridges using the HP Cartridge Protection feature. These cartridges are not usable in this printer and
must be replaced.
The HP Cartridge Protection feature allows a printer or fleet owner to restrict usage of a cartridge
to their printer or fleet of printers. If you believe you purchased Genuine HP cartridges, visit us at:
www.hp.com/go/anticounterfeit for more information or to report fraud
Ready
The printer is online and ready for data. No status or printer attendance messages are pending at the display.
Recommended action
Rear door open

The rear door of the printer is open.

1. Close the rear door of the printer.
2. If the message persists with the rear door completely closed, please contact customer support at:
1. Close the rear door.
2. If the message persists, check the rear door sensor flag.
3. If the flag is damaged or broken, replace the rear door.
Rear door assembly (simplex models) part number: RM2-5430-000CN

Rear door assembly (duplex models) part number: RM2-5405-000CN
MFP Models Rear door assembly part number: RM2-5405-000CN
Replace Supplies
This alert displays only if the printer is configured to stop when a supply reaches the very low threshold. The
printer indicates when a supply level is at its estimated end of life. The actual life remaining might be different
than estimated.

The supply does not need to be replaced now unless the print quality is no longer acceptable.
NOTE: HP recommends having replacement supplies available to install when the print quality is no longer
acceptable.
The printer can be configured to stop when the supply level is very low. The supply might still be able to produce
acceptable print quality.
Recommended action
▲ Replace the specified supply.
Or, configure the printer to continue printing using the Manage Supplies menu on the printer control panel.
Tray <X> lifting error

Tray "X" has experienced a tray lifting error.

1. Open the indicated tray and check the paper guides.
2. Ensure the paper is correctly install in the paper tray and that the tray is not over-filled.
3. If the message persists, please contact customer support at: www.hp.com/go/contactHP.

1. Open the indicated tray and check the paper guides.
2. Ensure the paper is correctly install in the paper tray and that the tray is not over-filled.
3. If the error persists, check the event log for the following errors: 53.16.00, 53.17.00, 53.18.00, or 60.02.00,
60.03.00. Use these error codes to further troubleshoot the error message.
Tray <X> Overfilled

Too much paper has been loaded in Tray <X>
Recommended action
▲ Open the tray and make sure the paper is below the paper stack tab or line shown on the tray.
Tray <X> empty: [Type], [Size]

The specified tray is empty and the current job does not need this tray to print.
● X = 1: Tray 1

● X = 2: Tray 2
● X = 3: Tray 3
● X = 4: Tray 4
● X = 5: Tray 5
Recommended action
▲ Refill the tray at a convenient time.
NOTE: This could be a false message. If the tray is loaded without removing the shipping lock, the printer
does not sense that the paper is loaded. Remove the shipping lock, and then load the tray.
Used or Counterfeit in Use

A used cartridge has been installed.
Recommended action
▲ A used cartridge has been installed. If you believe you purchased a genuine HP cartridge, visit us at
http://www.hp.com/go/anticounterfeit.
Any printer repair required as a result of using used supplies is not covered under warranty. Supply status
and features depending on supply status will not be available. Press "OK" to continue.
Used supply installed To continue, touch “OK” OR Used supply in use

The toner cartridges or supplies has been previously used.
Recommended action
▲ If you believe a genuine HP supply is being used, go to www.hp.com/go/anticounterfeit.
Restore Factory Settings

The printer is restoring factory settings.
Recommended action
Supplies low
Multiple supplies on the printer have reached the low threshold.
Recommended action
▲ Replace the supply when print quality is no longer acceptable.

Supply memory warning
The printer cannot read or write to the e-label or the e-label is missing.
Recommended action
Type mismatch Tray <x>

The specified tray contains a paper type that does not match the configured type.
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 printer control panel, make sure the paper type loaded in the tray matches the specified setting for
the tray.
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).
Recommended action
Supply memory warning 167

Index
Symbols/Numerics remote firmware upgrade EMMC error 5

error 6 hard disk error 5
10.20.43 24
fuser error motor error (LaserJet)
41.WX.YZ error 5 59.WX.YZ error 5
B
laser scanner error 5
backup error paper path error 5 N
32.WX.YZ error 4 fuser error (LaserJet)
Near Field Communication error
reset error 4 50.WX.YZ error 5
81.WX.YZ error 5
restore error 4
Bluetooth error 5
H
external I/O card error 5
C
hard disk partition error internal EIO error 5
connector error 98.WX.YZ error 6 wireless error 5
65.WX.YZ error 5
I O
D
Incompatible Cartridges 24 output accessory error
DC controller communication error input accessory error 66.WX.YZ error 5
55.WX.YZ error 5 67.WX.YZ error 5 OXPd/Web kit error
DC controller firmware error input/output error 45.WX.YZ error 5
digital sending error (firmware) internal diagnostics error P
page error
document feeder error video display error 6
21.WX.YZ error 4
31.WX.YZ error 4
paper handling error (LaserJet)
duplexer error J
56.WX.YZ error 5
69.WX.YZ error 5
jam error (LaserJet) print bar error (PageWide)
E
jam error (PageWide) printer memory error
Embedded Jetdirect error 13.WX.YZ error 4 20.WX.YZ error 4
80.WX.YZ error 5 job accounting error (firmware)
engine error (LaserJet) 48.WX.YZ error 5 R
46.WX.YZ error 5 job management error
real-time clock error
63.WX.YZ error 5 (firmware) 5
11.WX.YZ error 4
engine error (PageWide) job pipeline error (firmware) 5
61.WX.YZ error 5 job parser error (firmware) S
error message 24 47.WX.YZ error 5
Event code error 24 printer calibration error 5 scanner error
event log error (firmware) 30.WX.YZ error 4
42.WX.YZ error 5 L security error
33.WX.YZ error 4
laser scanner error (LaserJet)
F sensor error
51.WX.YZ error 5
54.WX.YZ error 5
fan error 52.WX.YZ error 5
58.WX.YZ error 5
58.WX.YZ error 5 last update 1
supplies error (LaserJet)
firmware communication error
10.WX.YZ error 4
49.WX.YZ error 5 M
supplies error (PageWide)
firmware install error
memory error 17.WX.YZ error 4
99.WX.YZ error 6
82.WX.YZ error 5
hard disk error 6
168 Index
system error (LaserJet)
62.WX.YZ error 5
T
tray motor error (LaserJet)
60.WX.YZ error 5
Index 169

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Available Formats

HP LaserJet Pro M304, M305, M404, M405

HP LaserJet Pro MFP M329, M428, M429

Control Panel Message Document (CPMD)

This document provides error-code troubleshooting information

© Copyright 2022 HP Development Company, Adobe®, Adobe Photoshop®, Acrobat®, and

UNIX® is a registered trademark of The Open

1 Document last updated .............................................................................................................................................................................1

2 About this document..................................................................................................................................................................................2

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

4 Error-code and control-panel-message troubleshooting overview...................................................................................................4

5 How to search for printer documentation ..............................................................................................................................................7

6 Printer service information..................................................................................................................................................................... 16

7 Numerical control panel messages ...................................................................................................................................................... 17

8 Alphabetical control panel messages.................................................................................................................................................113

The following is the last time this document was updated:

Last update: May 11, 2022

Document last updated 1

This document provides error-code troubleshooting information.

Choose the format that best meets your needs.

Table 2-1 Content format types

Format Document title example Recommended use

TIP: Save Product Detail page URL

● Web-based: Most up-to-date

● Use when a printable document is

NOTE: Always refer to the printer service

NOTE: For current information, use the

2 Chapter 2 About this document

Control-panel message types 3

Error codes (types and structure)

Table 4-1 ERROR CODES: The first two characters

Error code System Component System Error Description

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

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

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

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

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),

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

4 Chapter 4 Error-code and control-panel-message troubleshooting overview

Error code System Component System Error Description

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

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

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

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.

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.).