HP LaserJet 5500 – Service mode – Paper Jam recovery – basic paper jam troubleshooting – printer quality troubleshooting test – Printers and copiers repair and service
Category: Printer Repair and Service
Contents of this article
- How to access service mode
- Paper jam troubleshooting
- Print quality troubleshooting
- Paper path checklist
HP LaserJet 5500
Troubleshooting power-on
When you turn on the printer, if it does not make any sound or if the control panel display is blank, check the following items:
1. Verify that the printer is plugged into an active electrical outlet with the correct voltage.
2. Verify that the on/off switch is in the ON position.
3. Make sure the rear fan is running, indicating the system is operational.
4. Verify that the firmware DIMM and the formatter are seated and operating properly.
5. Remove any HP Jetdirect or other EIO cards, then try to turn the printer on again.
6. Make sure the control panel display is connected.
7. Check the fuses in the power supply.
8. If necessary, replace the power supply.
9. If necessary, replace the DC controller.
When you turn on the printer, if it does not make any sound or if the control panel display is blank, check the following items:
1. Verify that the printer is plugged into an active electrical outlet with the correct voltage.
2. Verify that the on/off switch is in the ON position.
3. Make sure the rear fan is running, indicating the system is operational.
4. Verify that the firmware DIMM and the formatter are seated and operating properly.
5. Remove any HP Jetdirect or other EIO cards, then try to turn the printer on again.
6. Make sure the control panel display is connected.
7. Check the fuses in the power supply.
8. If necessary, replace the power supply.
9. If necessary, replace the DC controller.
Paper jam recovery
This printer automatically provides paper jam recovery, a feature that allows you to set whether the printer should attempt to automatically reprint jammed pages. The options are:
# AUTO Printer will attempt to reprint jammed pages.
# OFF Printer will not attempt to reprint jammed pages.
Note During the recovery process, the printer may reprint several pages that were printed properly before
the paper jam occurred. Be sure to remove any duplicated pages.
To disable paper jam recovery
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight CONFIGURE DEVICE.
3. Press TICK to select CONFIGURE DEVICE.
4. Press DOWN to highlight SYSTEM SETUP.
5. Press TICK to select SYSTEM SETUP.
6. Press DOWN to highlight JAM RECOVERY.
7. Press TICK to select JAM RECOVERY.
8. Press DOWN to highlight OFF.
9. Press TICK to select OFF.
10. Press the PAUSE/RESUME button to return to the READY state.
To improve print speed and increase memory resources, you may want to disable paper jam recovery. If paper jam recovery is disabled, the pages involved in a jam will not be reprinted.
This printer automatically provides paper jam recovery, a feature that allows you to set whether the printer should attempt to automatically reprint jammed pages. The options are:
# AUTO Printer will attempt to reprint jammed pages.
# OFF Printer will not attempt to reprint jammed pages.
Note During the recovery process, the printer may reprint several pages that were printed properly before
the paper jam occurred. Be sure to remove any duplicated pages.
To disable paper jam recovery
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight CONFIGURE DEVICE.
3. Press TICK to select CONFIGURE DEVICE.
4. Press DOWN to highlight SYSTEM SETUP.
5. Press TICK to select SYSTEM SETUP.
6. Press DOWN to highlight JAM RECOVERY.
7. Press TICK to select JAM RECOVERY.
8. Press DOWN to highlight OFF.
9. Press TICK to select OFF.
10. Press the PAUSE/RESUME button to return to the READY state.
To improve print speed and increase memory resources, you may want to disable paper jam recovery. If paper jam recovery is disabled, the pages involved in a jam will not be reprinted.
Persistent jams
If jams occur repeatedly, use the information in this section to diagnose the root cause of the problem. The tables in this section list possible causes and recommended solutions for jams in each area of the paper path. Items are listed in the order you should investigate. In general, items at the beginning of the list are relatively minor repairs. Items at the end of the list are more significant repairs.
Basic troubleshooting for paper jams
The basic troubleshooting process for paper jams consists of the following:
1. Gather data.
2. Identify the cause of the problem.
3. Fix the problem.
Data collection
To troubleshoot paper jams, gather the following information:
# the exact paper jam error code displayed on the control panel
# the location of the leading edge of the paper in the paper path
# whether paper is in the paper path when the jam occurs, or if paper is stuck in the input tray
# whether the jam occurs at power-up or while paper is moving
# whether the paper is damaged, and if it is, where the damage occurs on the paper and where in the paper path the paper stops
# whether the jam occurs when feeding from one particular tray
# whether the jam occurs only when duplex printing
# whether a particular type of paper is jamming or not jamming
# whether any of the supplies are non-HP (non-HP supplies are known to cause paper jams)
# whether the customer is storing the paper correctly, overloading the trays, damaging the edge of the paper during loading, or using paper that has already been fed through the printer.
If jams occur repeatedly, use the information in this section to diagnose the root cause of the problem. The tables in this section list possible causes and recommended solutions for jams in each area of the paper path. Items are listed in the order you should investigate. In general, items at the beginning of the list are relatively minor repairs. Items at the end of the list are more significant repairs.
Basic troubleshooting for paper jams
The basic troubleshooting process for paper jams consists of the following:
1. Gather data.
2. Identify the cause of the problem.
3. Fix the problem.
Data collection
To troubleshoot paper jams, gather the following information:
# the exact paper jam error code displayed on the control panel
# the location of the leading edge of the paper in the paper path
# whether paper is in the paper path when the jam occurs, or if paper is stuck in the input tray
# whether the jam occurs at power-up or while paper is moving
# whether the paper is damaged, and if it is, where the damage occurs on the paper and where in the paper path the paper stops
# whether the jam occurs when feeding from one particular tray
# whether the jam occurs only when duplex printing
# whether a particular type of paper is jamming or not jamming
# whether any of the supplies are non-HP (non-HP supplies are known to cause paper jams)
# whether the customer is storing the paper correctly, overloading the trays, damaging the edge of the paper during loading, or using paper that has already been fed through the printer.
General paper path troubleshooting
Use the following suggestions to isolate the cause of the problem. Once you have identified the cause, use the tables that follow to find a recommended solution.
Use the following suggestions to isolate the cause of the problem. Once you have identified the cause, use the tables that follow to find a recommended solution.
Note Use the paper path test in
the Diagnostics menu to print pages while troubleshooting.
for information about the paper path test.
# View or print the event log and determine if a particular jam error occurs more often than others. Try to identify a pattern.
# From the event log, determine the frequency of a particular jam. If a jam occurs repeatedly around the same page count, consider this a single jam that the customer tried to clear.
# Try printing from all available input trays to identify whether the problem is isolated to one tray.
# Print the job in both simplex and duplex modes to identify if the problem occurs only in one mode or the other.
# Try printing on paper from an unopened ream that has been stored correctly. If the jam does not occur with this media, then the customer’s media might be causing the problem.
# If the jam occurs from when the printer is turned on, check the paper path for small torn pieces of paper. Also check for broken sensors or flags, and check for loose or defective connections.
# If the paper is torn, folded, or wrinkled (typically along the leading edge), inspect the paper path for items that could be causing the damage.
# If the customer is using non-HP supplies, try replacing those supplies with genuine HP supplies to see if the problem goes away.
# If necessary, instruct the customer on proper media storage, correct loading technique, and printer operation. Make sure the customer knows not to grab paper in the output bin during duplex printing.
Paper path checklist
for information about the paper path test.
# View or print the event log and determine if a particular jam error occurs more often than others. Try to identify a pattern.
# From the event log, determine the frequency of a particular jam. If a jam occurs repeatedly around the same page count, consider this a single jam that the customer tried to clear.
# Try printing from all available input trays to identify whether the problem is isolated to one tray.
# Print the job in both simplex and duplex modes to identify if the problem occurs only in one mode or the other.
# Try printing on paper from an unopened ream that has been stored correctly. If the jam does not occur with this media, then the customer’s media might be causing the problem.
# If the jam occurs from when the printer is turned on, check the paper path for small torn pieces of paper. Also check for broken sensors or flags, and check for loose or defective connections.
# If the paper is torn, folded, or wrinkled (typically along the leading edge), inspect the paper path for items that could be causing the damage.
# If the customer is using non-HP supplies, try replacing those supplies with genuine HP supplies to see if the problem goes away.
# If necessary, instruct the customer on proper media storage, correct loading technique, and printer operation. Make sure the customer knows not to grab paper in the output bin during duplex printing.
Paper path checklist
# Verify
that media is correctly loaded in the input trays and that all length and width
guides are set correctly.
# Clean
the printer. Toner and paper dust in the paper path can inhibit free movement
of media through the printer and can block the sensors.
# Use
the paper path test in the Diagnostic menu to vary the input selections of the
printer to determine if the problem is associated with a particular area of the
printer.
# Worn
rollers or separation pads can cause multifeeds. Check the condition of the
pickup rollers and separation pads. Bent separation tabs (on the front corners
of the input trays) can cause misfeeds and multifeeds. Replace the tray if
necessary.
# Defective
paper tray switches can cause jams by communicating the wrong paper size to the
formatter.
# Defective
paper sensors along the paper path might signal a false jam.
# Scraps
of media left in the paper path can cause intermittent jams. Always check that
the paper path is clear when cleaning the printer and when clearing jams. Also,
remove the fuser and carefully check it for jam debris.
Print quality troubleshooting pages
Use the built-in print quality troubleshooting pages to help diagnose and solve print quality problems.
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight DIAGNOSTICS.
3. Press TICK to select DIAGNOSTICS.
4. Press DOWN to highlight PQ TROUBLESHOOTING.
5. Press TICK to print the pages.
The printer returns to the READY state after printing the print quality troubleshooting pages.
Use the built-in print quality troubleshooting pages to help diagnose and solve print quality problems.
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight DIAGNOSTICS.
3. Press TICK to select DIAGNOSTICS.
4. Press DOWN to highlight PQ TROUBLESHOOTING.
5. Press TICK to print the pages.
The printer returns to the READY state after printing the print quality troubleshooting pages.
Adjusting color balance
This printer features automatic color calibration to provide high-quality color output. In situation that require critical color control, you can manually adjust the density balance of the printer’s four toner colors. The available range for each color is from -5 to +5. The default value is 0.
CAUTION This procedure should only be performed by your network administrator. Performing this procedure
changes the color balance of the printer by altering halftones and affects all print jobs.
To adjust color density
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight CONFIGURE DEVICE MENU.
3. Press TICK to select CONFIGURE DEVICE MENU.
4. Press DOWN to highlight PRINT QUALITY.
5. Press TICK to select PRINT QUALITY.
6. Press UP or DOWN to highlight ADJUST COLOR.
7. Press UP or DOWN to highlight the desired color.
8. Press UP or DOWN to highlight the correct density setting.
9. Press TICK to select the density setting.
10. Press RETURN to set the density for the next color.
11. After setting the density for each color, press PAUSE/RESUME.
This printer features automatic color calibration to provide high-quality color output. In situation that require critical color control, you can manually adjust the density balance of the printer’s four toner colors. The available range for each color is from -5 to +5. The default value is 0.
CAUTION This procedure should only be performed by your network administrator. Performing this procedure
changes the color balance of the printer by altering halftones and affects all print jobs.
To adjust color density
1. Press TICK to enter the MENUS.
2. Press DOWN to highlight CONFIGURE DEVICE MENU.
3. Press TICK to select CONFIGURE DEVICE MENU.
4. Press DOWN to highlight PRINT QUALITY.
5. Press TICK to select PRINT QUALITY.
6. Press UP or DOWN to highlight ADJUST COLOR.
7. Press UP or DOWN to highlight the desired color.
8. Press UP or DOWN to highlight the correct density setting.
9. Press TICK to select the density setting.
10. Press RETURN to set the density for the next color.
11. After setting the density for each color, press PAUSE/RESUME.
Service menu
The Service menu is PIN protected for added security. Only authorized service people have access to the service menu. When you select SERVICE from the list of menus, you are prompted to enter your 8-digit PIN number. The PIN for this printer is 04550002.
1. Press UP or DOWN until the first digit of the PIN is displayed.
2. Press TICK to save the digit. The display will replace the digit with an asterisk.
3. Repeat steps 1 and 2 until all eight digits are entered.
4. Press RETURN at any time to move to the previous digit.
The Service menu is PIN protected for added security. Only authorized service people have access to the service menu. When you select SERVICE from the list of menus, you are prompted to enter your 8-digit PIN number. The PIN for this printer is 04550002.
1. Press UP or DOWN until the first digit of the PIN is displayed.
2. Press TICK to save the digit. The display will replace the digit with an asterisk.
3. Repeat steps 1 and 2 until all eight digits are entered.
4. Press RETURN at any time to move to the previous digit.
