HP P3015 Service Manual

							3 Solve problems
●Solve problems checklist
●
Menu map
●
Troubleshooting process
●
Tools for troubleshooting
●
Clear jams
●
Solve paper-handling problems
●
Solve image-quality problems
●
Clean the product
●
Solve performance problems
●
Solve connectivity problems
●
Service mode functions
●
Product updates
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							Solve problems checklist
The following checklist contains basic questions that you can ask the customer to help define problems
quickly.
Table 3-1  Initial troubleshooting checklist
Environment●Is the product installed in a suitable environment? See Environmental specifications on page 309.
● Is the product installed on a solid, level surface?
● Is the supply voltage (from the wall receptacle) within the products rated voltage (see 
Electricalspecifications on page 308)?
● Is the power cord fully seated into both the product and the electrical receptacle in the wall?
● Is the product exposed to direct sunlight?
Media●Does the customer use only supported print media?
● Is the media in good condition (no curl, folds, or other flaws)?
● Is the media stored correctly and within environmental limits?
● Is the correct side of the page printed on first?
● Is long-grain paper being used?
Input trays●Is the correct amount of media loaded in the tray (not stacked above the arrows embossed in the
tray)?
● Is the media placed in the tray correctly?
● The sliding media guides in the tray might be too tight to too loose.
Correctly adjust the sliding media guides
1.
Remove the tray from the product.
2. Remove the stack of paper.
3. Slide the media guides until the guide indicators a lign with the size of paper that you are using.
NOTE: The supported paper sizes for the tray are embossed in the tray.
4. Replace the stack of paper.
5. Install the tray in the product, and resend the print job.
● Is the tray cassette installed correctly in the product?
Print cartridge●Is the print cartridge installed correctly?
Fuser●Is the fuser installed correctly?
Covers and doors
●Is the cartridge door fully closed?
● Is the rear door (face-up delivery) fully closed?
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							Condensation●Does condensation occur following a temperature change (particularly in winter following cold
storage)? If so, wipe off the affected parts or leave the product on for 10 to 20 minutes and then try
to resume printing.
● Was a print cartridge opened soon after it was moved from a cold room to a warm one? If so, allow
the print cartridge and the product to acclimate to room temperature for one to two hours.
Miscellaneous
●Are any non-HP components installed? Check for any non-HP components (print cartridge, memory
modules, and EIO cards) installed in the product and remove them. Hewlett-Packard recommends
the use of HP components in its products.
● Network models only: Remove the product from the network, and make sure that the failure is with
the product before beginning troubleshooting.
Table 3-1
  Initial troubleshooting checklist (continued)
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							Menu map
The menu map can be an important troubleshooting tool. The menu map shows each control-panel
menu and submenu to aid navigation through the menu system. Print the menu map from the control
panel by completing the following steps.
1.Press the  Menu button 
.
2. Press the down arrow 
 button or the up arrow  button to navigate to the INFORMATION menu,
and then press the  OK button.
3. Press the down arrow 
 button or the up arrow  button to navigate to the  PRINT MENU MAP sub
menu, and then press the  OK button to print the pages.
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							Troubleshooting process
Determine the problem source
When the product malfunctions or encounters an unexpected situation, the product control panel alerts
you to the situation. This chapter provides steps for correcting problems.
1
Power onIs the product on and does a readable message appear? Follow the power-on troubleshooting checksfollowing this table.
After the control-panel display is functional,
go to step 2.
Yes No 
2
Control-panel
messagesDoes Ready  appear on the control-panel display? If an error message appears, see Interpret
control-panel messages on page 197.
After the errors have been corrected, go to
step 3.Yes No 
3
Information pagesOpen the  INFORMATION menu and print the
configuration pages. Are all the accessories installed? If accessories that are installed are not listed
on the configuration pages, remove the
accessory and reinstall it.
After evaluating the configuration pages, go
to step 4.
Yes No 
4
Image qualityDoes the print quality meet customer requirements? Compare images with the sample defects inSolve image-quality problems on page 247.
When the print quality is acceptable, go to
step 5.Yes No 
5
Interface Can the customer print successfully from the host
computer?
Verify that all I/O cables are connected
correctly and that a valid IP address is listed
on the Jetdirect configuration page.
If error messages appear on the control-
panel display, see 
Interpret control-panel
messages on page 197.
When the customer can print from the host
computer, this is the end of the basic
troubleshooting process.
Yes. This is the end of the
basic troubleshooting
process.
No 
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Troubleshooting process 131 
						

							Power subsystem
Power-on checks
Turn on the power. If the control-panel display remains blank or if it displays random patterns or
asterisks, perform the power-on checks to find the cause of the problem.
1.Verify that the product is plugged into an active electrical outlet that delivers the correct voltage.
2. Verify that the power switch is in the ON position.
3. Make sure that the main fan on the right side runs for a short time.
●If the control-panel display is blank, but the main fan runs after the power is turned on, print
an engine test page to determine whether the problem is with the control-panel display, the
formatter, or other components. See 
Engine diagnostics on page 134.
● The overcurrent/overvoltage protection circuit in the low-voltage power supply unit might be
running. Turn the printer off, unplug the power cord, and turn the printer on. If the printer does
not function, the fuse melts, or the power supply is malfunctioning, replace the engine
controller unit. See 
Engine control unit (ECU) on page 110
.
● Verify that the LEDs at the back of the product on the formatter, are functioning correctly. See
LED diagnostics on page 133
.
4. Remove any HP Jetdirect or other EIO cards, and then turn off and turn on the product.
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							Tools for troubleshooting
Individual component diagnostics
LED diagnostics
LEDs on the formatter can help identify and troubleshoot product problems.
LED indicators Three LEDs on the formatter indicate that the product is functioning correctly.
Figure 3-1   Formatter LEDs
1
2
1HP Jetdirect LEDs
2Heartbeat LED
Formatter heartbeat LED
The heartbeat LED indicates that the formatter is functioning correctly. While the product is initializing
after you turn it on, the LED blinks rapidly, and then turns off. When the product has finished the
initialization sequence, the heartbeat LED pulses on and off.
The heartbeat LED performs the following sequences:
1.The LED blinks when the product power is on.
2. If the light is not blinking, check the following:
◦Reseat the formatter connectors.
◦ Replace the memory.
◦ Replace the formatter.
3. If the control panel display does not illuminate, perform an engine test to check the engine (see
Engine-test button on page 134). You must have paper loaded in Tray 2 for the engine test.
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							HP Jetdirect LEDsThe embedded HP Jetdirect print server has two LEDs. The yellow LED indicates network activity, and
the green LED indicates the link status. A blinking yellow LED indicates network traffic. If the green LED
is off, a link has failed.
For link failures, check the network cable connections.
For nonlink errors, print a configuration page. The second page is the HP Jetdirect configuration page.
Examine this page for any inconsistencies among the network settings.
Engine diagnostics
Printing test pages helps you determine whether or not the product engine and the formatter are
functioning.
NOTE:Information pages also can be used to solve product issues. For information about printing
information pages, see the product user guide.
Engine-test button
To verify that the product engine is functioning, print an engine-test page.
Print the engine test pages
NOTE: A damaged formatter might interfere with the engine test. If the engine test page does not print,
try removing the formatter and performing the engine test again. If the engine test is then successful,
the problem is in the formatter, the control panel, or the cable that connects them together.
1. Remove the DIMM cover. See DIMM cover and DIMM on page 57.
2. Press the engine test-page button (callout 1).
Figure 3-2   Locating the engine-test-page switch
1
The test page should have a series of horizontal lines. The test page prints from the last tray that the
product used to print, unless the product has been turned off and then turned on again since the most
recent print job. If the product has been turned off and then on again since the most recent print job,
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							then the page will print from Tray 2. The product continuously prints test pages as long as the test-page
switch is depressed. The product will not print a test page if it is in Sleep mode.
Print formatter test pages If the engine test was successful with the formatter removed, reinstall the formatter and then print a
configuration page to test the functionality of the formatter.
1.Press the  Menu button 
.
2. Press the down arrow 
 button or the up arrow  button to navigate to the  INFORMATION menu.
3. Press the  OK button to select the menu.
4. Press the down arrow 
 button or the up arrow  button to navigate to the  PRINT
CONFIGURATION  option.
5. Press the  OK button to select the option and print the page.
Fuser test page
This test helps to determine if the fuser needs to be replaced, or if it has exceeded its expected life.
A customer can complete the steps below and describe the results to the HP Customer Care
representative. If the page shows no problems, the fuser does not need replacing.
Replace the fuser (see 
Fuser on page 100) if the page shows the following problems:
● Fuser offset repeats in the boxes on the page
● Lines or streaks on the page (usually down the edges of the page) indicate fuser contamination
 
1. Press the  Menu button 
.
2. Press the down arrow 
 button or the up arrow  button to navigate to the  DIAGNOSTICS menu,
and then press the  OK button.
3. Press the down arrow 
 button or the up arrow  button to navigate to the  PRINT FUSER TEST
PAGE  menu, and then press the  OK button.
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							Paper-path test (and automatic sensors test)
Paper-path test1.Press the  Menu button 
.
2. Press the down arrow 
 button or the up arrow  button to navigate to the DIAGNOSTICS  menu,
and then press the  OK button.
3. Press the down arrow 
 button or the up arrow  button to navigate to the  PAPER PATH TEST
sub menu, and then press the  OK button.
4. Select the paper path test options for the test you want to run
NOTE: Values that have an asterisk (*) are the factory-default values. Some menu items have no
default.
ItemSub-itemValuesDescription
PAPER PATH TEST  Tests the paper-handling features
of the product, such as the
configuration of the trays.
 PRINT TEST PAGE Generates a page for testing the
paper-handling features. You must
define the path for the test to test
specific paper paths.
 SOURCEALL TRAYS
TRAY 1
TRAY 2 *
TRAY 3
TRAY 4Specifies whether the test page is
printed from all trays or from a
specific tray.
 DUPLEXOFF
ONDetermines whether the duplexer
is used in the test.
  COPIES 1 *
10
50
100
500 Determines how many pages to
send from the specified source as
part of the test.
Paper-path sensors test
1.Press the  Menu button 
.
2. Press the down arrow 
 button or the up arrow  button to navigate to the DIAGNOSTICS  menu,
and then press the  OK button.
3. Press the down arrow 
 button or the up arrow  button to navigate to the  PAPER PATH
SENSORS sub menu, and then press the  OK button.
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