A3 LaserJet Hardware Updates

(v1.0)
Spring 2018
Jim Schott

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 Topics:

• Please wait. Calibrating…

• 63.00.3C, 3E, 40 and 42 toner replenishment errors on E8 Color devices
• 63.00.3B, 3D, 3F and 41 toner replenishment errors on E7 Color devices
• 60.00.04 Tray Lift Failure on E8 bottom HCI
• Drum lock lever failure on E8 Color devices
• 63.4D.01 and 02 errors on E7 devices

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Please Wait. Calibrating...

(HP LaserJet Managed MFP E7 and E8 series)

Jim Schott
4.15.2018
Version 1.0

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Issue: "Please wait. Calibrating…" is frequently seen on the
control panel

Solution: update to 24.5.5 FW. This version contains changes to

the messages related to calibrations and other engine events
which may pause printing

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These are the events which currently trigger “Please wait. Calibrating…”:

EVENT TRIGGER
Full Auto Color Registration TCU or drum install
Auto Color Registration CPR calibration
Full Auto Tone Density calibration
TC Calibration New developing unit install (TC init)
Add Mix Toner concentration too low
Cooling Down Running narrow media
ITB Band ITB cleaning
OPC Band OPC cleaning
Toner Drain Low coverage printing
High Coverage Mixing High coverage printing in LL or HH

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These triggers are for typical printing:

Auto Color Registration CPR

Full Auto Tone Density calibration

Add Mix Toner concentration too low

ITB Band ITB cleaning

OPC Band OPC cleaning

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These triggers are for unique events:

Full Auto Color Registration TCU or drum install

TC Calibration New developing unit install

Cooling Down Running narrow media

Toner Drain Low coverage printing

High Coverage Mixing High coverage printing

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Changes to messaging with 24.5.5 FW:

Engine event Previous message New message

Add Mix Please wait. Calibrating… Rebalancing toner supply
ITB band Please wait. Calibrating… Cleaning…
OPC band Please wait. Calibrating… No message
Toner drain Please wait. Calibrating… Cleaning…
High coverage mixing Please wait. Calibrating… Rebalancing toner supply
Cooling down Please wait. Calibrating… Cooling…

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A3 LaserJet Interruptions and Pauses (v1.0) White paper (WISE doc id. C05964837)

Adobe Acrobat
Document

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Density calibration triggers

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Color registration calibration triggers

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What’s next?

Improvements – trying to reduce pauses and interruptions for next generation of A3 LaserJet

Competitive research – currently analyzing how we compare to Ricoh, Konica-Minolta and Canon

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 Questions or comments?

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 63.00.3C, 63.00.3E, 63.00.40, 63.00.42

Troubleshooting toner supply issues on the E8 Color MFP

(HP LaserJet Managed MFP E87640-E87660 series)

Jim Schott
4.15.2018
Version 2.0

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The typical scenario: 63.00.3C, 3E, 40 or 42 is displayed first indicating a power cycle is needed:

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 After powering back on, the 10.0x.90 or 10.0x.93 will appear.
(Note: 10.0x.90 occurs when a replenishment error occurs when a cartridge is new (>97% left)
10.0x.93 occurs otherwise (anytime before very low condition))

63.00.3C 10.03.90 10.03.93

63.00.3E 10.02.90 10.02.93
63.00.40 10.01.90 10.01.93
63.00.42 10.00.90 10.00.93

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 Remove the toner cartridge and locate the toner reservoir
at the front of the cartridge opening.

Slide the shutter on the toner reservoir toward the rear.

As shown in photo on left, the reservoir should be full.
If the cartridge is compacted, reservoir will be empty
as shown below:

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 • Toner is moved to the front of the toner cartridge by an internal auger
• It falls through a hole in the front of the cartridge into the toner reservoir. The toner cartridge auger will continue to move
until the toner level sensor in the reservoir indicates full
• Augers then move the toner to the toner supply pipe where it falls down into the developing unit
• The augers will continue to move in the reservoir until the TC sensor in the developing unit indicates the toner concentration
has reached the target level.
Cartridge
Toner supply
from toner cartridge
Reservoir
to reservoir unit
Color Supply pipe

Developing unit

Toner Level Sensor

Toner supply
from Reservoir unit
to Developer unit

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 Good news – its fixed!

How:

• New countermeasure (CM) cartridges with stiffer auger (November 2017)

• New package with beveled ends to prevent toner cartridges
from being shipped vertically (December 2017)
• New FW that increases run time of auger motor
(24.5.4 interim; 24.5.5 fleet release)
• New shake

Note: our Autosend data shows a signifcant decrease in 63 TR errors in field

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 Cartridge box

Manufacturing date must be later than October 2017 Beveled end

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New shake errata:

• Shake vertically 5x with front handle UP

• Rotate cross handle counterclockwise 2x
with cartridge @ 45 degree angle

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 What to do if you see a 63.00.3C, 3E, 40 or 42 toner replenishment error:

1) CM cartridges? Supply chains around world are now shipping CM cartridg

• The only way to distinguish between pre-CM and CM cartridges
is manufacturing date on box
• If in doubt, contact ATS – they have a supply of CM cartridges
2) Update to 24.5.4 or greater
3) If the error persists, capture the diagnostic logs and elevate the case.
It could be one of the following:
• Toner reservoir motor stall
• Toner reservoir drive shaft failure
• Toner supply shutter out of phase at developing unit (rare)
• Continuous high coverage printing

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 Three possible causes of reservoir failure:

1) Reservoir augers have seized up and will not rotate – shaft attempts to rotate, but buzzing sound is heard indicating
motor stall.
2) Reservoir drive shaft does not turn – caused by gear falling off rear of shaft (you can hear motor turning)
3) Reservoir drive shaft does not turn – caused by toner drive motor failing (you hear no motor noise)

Toner reservoir drive shaft

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 Collect the diagnostic data at the device.

Note: Please be patient; step 9 could take as long as 30 minutes and will generate a file >40Mb

1. Insert USB drive at connector on front panel.

2. Select the Support Tools Icon.
3. Select Troubleshooting
4. Select Generate debug data and press Start. (Note: takes approximately 1 minute for “generating debug
data” indication to go away, but wait 10 mins before performing the next step to be certain we’ve captured
the HPPK files)
5. Select Retrieve Diagnostic data.
6. Check Create Zipped debug data.
7. Uncheck Clean up debug data.
8. Select Save to USB drive.
9. Select Save

Note: check the file size. If it’s not >10Mb, you did not get all the needed data from the HPPK side

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 Questions or comments?

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 63.00.3B, 63.00.3D, 63.00.3F, 63.00.41

Emerging Issue - toner replenishment failure on the E7 Color MFP

(HP LaserJet Managed MFP E778xx series)

Jim Schott
4.15.2018
Version 1.0

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 Issue description:
Customers might experience 63.00.3B, 63.00.3D, 63.00.3F, or
63.00.41 errors when the printer detects an error in the toner
concentration (T/C) sensor that monitors the toner concentration in
the developing unit.

Cause:
Developing unit is depleted of toner or toner cartridges are
compacted.

Root cause:
Under investigation

Solution or workaround
If you experience 63.00.3B, 63.00.3D, 63.00.3F, or 63.00.41 errors
in the field, follow these steps to ensure you can recover the printer:
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 Step 1) Check the cartridges for signs of toner compaction:

Turn the gear on the backside of all four toner cartridges to see if they are turning smoothly:

Remove the cartridge, holding it in exactly the same position that it was in when pulled from the
printer, and turn the gear clockwise.

If gear is very difficult to turn, roll it over 180 degrees, toner gate up, and then rotate gear
clockwise.

If the gear is still difficult to turn, replace the cartridge.

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 Step 2) Gather the diagnostics files
Step 3) Remove, open and inspect developing units. If the developing units have been depleted of toner,
the device cannot recover (too much carrier has been lost).

1 - The top developing unit is fully charged

2 - The bottom developing unit is depleted

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 Step 4) Replace the developing unit(s). Replacement developing unit includes bag of developer

developing unit bag of developer

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 Step 5) Perform developing unit reset (this will also execute TC init)

Reset the TC levels: follow these instructions to reset the TC levels. From the control panel:

1. Swipe to the third screen.

2. Touch the Support Tools app.

3. Touch Service.

4. Sign in by entering the service pin (04077817) in the Access Code field.

5. Touch Service Tools.

6. On the Information tab of Service Tools, touch Supply Status > Field Replaceable Unit > Development Unit.

7. Open the front door and highlight the developer that was replaced.

8. Touch Reset and close the front door.

If the printer is functioning correctly, it will take at least 2 minutes to run the TC init routine on the printer.
This will take longer if all developer units were replaced.

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 Questions or comments?

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 60.00.04 Tray Lift Failure

(HP LaserJet Managed MFP E8 series)

Jim Schott
4.15.2018
Version 1.0

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ISSUE: 60.00.04 tray lift errors on Dept class(E8) bottom
HCI

CAUSE: broken teeth on lift gear inside motor assembly

ROOT CAUSE: under investigation

Damaged gear inside

motor assembly

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 Check the event log for 60.00.04 entries
If any are found, replace the lift motor assembly and capture the serial number of the HCI

Item 4 is the combined lift and shift motors assembly

The Lift motor is on the left (JC31-00109A)

Steps to replace:

1) Open the tray

2) Remove the back cover
3) Remove the motor connector
4) Remove three screws and remove the motor from
the combined assembly

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 Possible cause #1: LTR size loaded too far to the left as shown if figure below. Result: 60.00.04 tray lift error

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 Possible cause #2: Ledger size loaded. Result: 60.00.04 tray lift error

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 Questions or comments?

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 Emerging Issue - Drum Lock Lever Failure

(HP LaserJet Managed MFP E8 Color series)

Jim Schott
4.15.2018
Version 1.0

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 ISSUE: drop lock lever falls off and shaft can be pulled out of device

CAUSE: e-clips falling off shaft

ROOT CAUSE: under investigation

SOLUTION: cannot be fixed in field; replace printer and return to Boise

for assessment.

This photo is from new install in field. Unit being returned to Boise
Serial number CNB8K3X0L5

Another return for KPMG had exact same failure on Black station
Serial number CNB8K4R0KJ

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 Drum lock lever assembly performs
two functions:

1) Locks drum unit into place

2) Tilts developing unit against drum unit

Drum lock levers

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 Both e-clips must fall out for this failure
to occur
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 Questions or comments?

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 63.4D.01 and 02 errors (followed by 61.00.06)

(HP LaserJet Managed MFP E778xx series)

Jim Schott
4.15.2018
Version 1.0

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 Issue description:
Event log indicates 63.4D.01 or 02 errors (followed by 61.00.06)

Cause:
FW crash on Main Board.

Root cause:
Under investigation.

Solution or workaround
Cycle power. Gather diagnostic logs and elevate case.

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 Questions or comments?

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 Thank you

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