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15.* errors
Errors in the 15.* 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: [Link]
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
For example, the message 15.B1.C2 indicates a jam in the print zone, detected by the TOF sensor. The sheet was delayed reaching the sensor
for the duplex job, and the job was printing from Tray 2.
Value W (location) X (sensor) Y (condition) Z (paper source)
0 Unknown Unknown Unknown Unknown
1 TOF (feed roller) sensor Multipurpose tray
2 pz jam (star wheel) sensor Unexpected sheet (duplex) Main (Tray 2)
3 Staple jam Tray 3
4 Tray 4
5 Tray 5
8 Door open (duplex)
9 Stay (page never left –
duplex)
A Input Left door sensor Stay (page never left –
simplex)
B Print zone
C Output Delay (duplex)
D Duplex Delay (simplex)
E Eject Door open (simplex)
F Multiple zones Multiple sensors Power on jam
Need Help?
Recommended action
Use the following general troubleshooting steps to try to resolve the problem. If the error persists, elevate the case using the Standard
Support Process.
1. For video instructions on troubleshooting paper jams in Pagewide printers, go to: Fixing a Paper Jam on Pagewide Enterprise printers.
2. Follow the instructions on the control panel to clear the jam. Check for paper in all possible jam locations.
3. Verify that no doors are open.
4. 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.
5. Verify that the paper meets specifications for this printer.
6. Use a damp, lint-free cloth to clean the rollers in the appropriate tray. Replace rollers that are worn.
7. If the issue persists, open the Administration > Troubleshooting > Paper Path Page menu to move paper from the tray to the output bin.
8. Run the Advance Jam Recovery Utility using a heavy paper on Tray 1 (Administration / Troubleshooting / Advance Jam Recovery). Run it a few
times in order to clear jams at the print zone.
See this document for more information: HP Officejet Enterprise Color X555, MFP X585 and HP PageWide Enterprise Color 556, MFP 586 -
[Link] Errors
9. If the error persists, elevate the case using the Standard Support Process.
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