HP LaserJet Pro Color MFP M476 Troubleshooting Manual -

HP LaserJet Pro Color MFP M476Troubleshooting MFPM476www.hp.com/support

HP LaserJet Pro Color MFP M476 PrinterTroubleshooting Manual

Copyright and LicenseTrademark Credits 2014 Copyright Hewlett-PackardDevelopment Company, L.P.Microsoft , Windows , Windows XP, WindowsVista , Windows 7, Windows 8, andWindows 8.1 are U.S. registered trademarksof Microsoft Corporation.Reproduction, adaptation, or translationwithout prior written permission is prohibited,except as allowed under the copyright laws.The information contained herein is subject tochange without notice.The only warranties for HP products andservices are set forth in the express warrantystatements accompanying such products andservices. Nothing herein should be construedas constituting an additional warranty. HP shallnot be liable for technical or editorial errors oromissions contained herein.Edition 1, 4/2014ENERGY STAR and the ENERGY STAR mark areregistered U.S. marks.

Conventions used in this guideTIP:NOTE:Tips provide helpful hints or shortcuts.Notes provide important information to explain a concept or to complete a task.CAUTION:product.Cautions indicate procedures that you should follow to avoid losing data or damaging theWARNING! Warnings alert you to specific procedures that you should follow to avoid personal injury,catastrophic loss of data, or extensive damage to the product.ENWWiii

ivConventions used in this guideENWW

Table of contents1 Theory of operation . 1Basic operation . 2Major systems . 2Product components . 2Sequence of operation . 3Formatter-control system . 4Sleep Delay . 4Input/output . 4USB . 410/100 networking . 4Fax . 4USB hosts . 5Memory . 5Flash memory . 5Random access memory . 5Nonvolatile memory . 5Memory Enhancement technology . 5Wireless radio . 5PJL overview . 5LEDM overview . 6ACL overview . 6PML . 6Control panel . 6NFC . 6Engine control system . 7DC controller . 8Power supply . 9Protective function . 9Power saving . 10Fuser control . 10Fuser control circuit . 11Fuser protective function . 12ENWWv

Fuser failure detection . 13High-voltage power supply . 14Laser/scanner system . 15Laser failure detection . 15Image-formation system . 16Image-formation process . 16Overview . 16Latent-image formation stage . 17Step 1: primary charging . 17Step 2: laser-beam exposure . 18Developing stage . 18Step 3: development . 18Transfer stage . 19Step 4: primary transfer . 19Step 5: secondary transfer . 19Step 6: separation from the drum . 20Fusing stage . 20Step 7: fusing . 20ITB cleaning stage . 21Step 8: ITB cleaning . 21Drum cleaning stage . 22Step 9: drum cleaning . 22Developing roller engagement/disengagement control . 22Pickup-and-feed system . 23Jam detection . 25Pad transfer . 25Multiple-feed prevention . 26Scanning and image capture system . 27Scanner power-on sequence of events . 27Copy or scan sequence of events . 28Scanner operation . 28ADF operation . 30ADF duplex operation . 30ADF paper path and ADF sensors . 30ADF jam detection . 31ADF jam clearance . 32Fax functions and operation . 33Computer and network security features . 33PSTN operation . 33Receive faxes when you hear fax tones . 33Distinctive ring function . 34viENWW

Fax by using Voice over IP services . 34The fax subsystem . 35Fax card in the fax subsystem . 35Safety isolation . 35Safety-protection circuitry . 35Data path . 35Hook state . 36Downstream current detection . 36Hook switch control . 36Ring detect . 36Line current control . 36Billing- (metering-) tone filters . 37Fax page storage in flash memory . 37Stored fax pages . 37Advantages of flash memory storage . 37USB flash drive . 382 Solve problems . 39Solve problems checklist . 40Menu structure . 42Configuration report . 43Troubleshooting process . 44Determine the problem source . 44Power subsystem . 45Power-on checks . 45Control-panel checks . 45Tools for troubleshooting . 46Individual component diagnostics . 46Tools for troubleshooting: LED diagnostics . 46Network LEDs . 46Control panel LEDs . 46Tools for troubleshooting: Engine diagnostics . 47Engine-test button . 47Drum rotational check . 47Half self-test functional check . 48Diagrams . 49Diagrams: Formatter connections . 49Diagrams: Location of major components . 50Major components . 50Motors and fans . 52Rollers . 53ENWWvii

PCAs . 54Optional 250-sheet cassette . 55Diagrams: General timing chart . 56Diagrams: Circuit diagram . 57Diagrams: CPU/ASIC diagrams . 58Diagrams: HVT/Toner EMP diagram . 60Diagrams: Driver PCA diagram . 61Diagrams: Duplexer PCA diagram . 62Diagrams: FSR diagram . 63Print-quality troubleshooting tools . 64Print-quality troubleshooting tools: Repetitive defects ruler . 64Tools for troubleshooting: Control panel menus . 65Setup menu . 65HP Web Services menu . 65Reports menu . 66Self Diagnostics menu . 66Fax Setup menu . 67System Setup menu . 69Service menu . 72Network Setup menu . 74Quick Forms menu . 75Fax Menu . 75Copy Menu . 77Tools for troubleshooting: Interpret control panel messages . 78Control panel message types . 78Control panel messages . 7910.100X Supply Memory Error . 7930.XXXX Scanner Error . 8049 Error, Turn off then on . 8050.XXXX Fuser Error . 8151.XX and 52.XX Error To continue turn off then on . 8254.0100 — 54.1599 Error . 8255.1 DC controller Memory Error . 8357 Fan Error, Turn off then on . 8358.04 Error Turn off then on . 8359.XXXX Error Turn off then on . 8460.XXXX Error Turn off then on . 8579 Error Turn off then on . 85Device is busy. Try again later. . 86Document feeder mispick. Reload. . 86Document feeder jam. Clear and reload. . 87viiiENWW

Fax is busy. Canceled send. . 87Fax receive error. . 87Fax Send error. . 88Fax storage is full. Canceling the fax send/receive. . 88Front door open. . 89Jam in Tray 1, Clear jam and then press OK . 89Jam in Tray 2, Clear jam and then press OK . 89Jam in Tray 3, Clear jam and then press OK . 90Load paper . 90Load Tray 1 TYPE SIZE , Press OK to use available media . 90Load Tray 1, PLAIN SIZE / Cleaning mode, OK to start . 90Load tray X Press [OK] for available media . 90No dial tone. . 91No fax detected. . 91The product is unable to calibrate. Close the lid and remove paperfrom the document feeder. . 91Unexpected size in tray # Load size Press [OK] . 92Tools for troubleshooting: Event-log messages . 92Print the event log . 92Event log messages . 92Clear jams . 95Jam locations . 95Experiencing frequent or recurring paper jams? . 95Clear jams in the document feeder . 97Clear jams in Tray 1 . 98Clear jams in Tray 2 . 100Clear jams in Tray 3 (accessory) . 101Clear jams in the duplexer . 103Clear jams in the output bin . 105Paper feeds incorrectly or becomes jammed . 106The product does not pick up paper . 106The product picks up multiple sheets of paper . 106Solve image-quality problems . 107Solve image quality problems: Image defects table . 107Improve print quality . 112Print from a different software program . 113Check the paper-type setting for the print job . 113Check the paper type setting (Windows) . 113Check the paper type setting (Mac OS X) . 113Check toner-cartridge status . 113Print and interpret the print quality page . 114ENWWix

Clean the product . 115Print a cleaning page . 115Check the scanner glass for dirt and smudges . 115Visually inspect the toner cartridge . 116Check paper and the printing environment . 116Step one: Use paper that meets HP specifications . 116Step two: Check the environment . 116Calibrate the product to align the colors . 117Check other print job settings . 117Check the EconoMode settings . 117Adjust color settings (Windows) . 118Try a different print driver . 119General print-quality issues . 120Solve paper-handling problems . 125Product feeds incorrect page size . 125Product pulls from incorrect tray . 125Paper does not feed automatically . 125Paper does not feed from Tray 2 or 3 . 126Output is curled or wrinkled . 126Product will not duplex or duplexes incorrectly . 127Clean the product . 128Clean the pickup and separation rollers . 128Clean the paper path . 128Clean the scanner glass strip and platen . 128Clean the document feeder pickup rollers and separation pad . 129Clean the touchscreen . 130Solve performance problems . 131Factors affecting print performance . 131Print speeds . 131The product does not print or it prints slowly . 132The product does not print .

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissi