Determine the problem source
The following table includes basic questions to ask the customer to quickly help define the problem or
problems.
General topic Questions
Environment
●
Is the product installed on a solid, level surface (± 1°)?
●
Is the power-supply voltage within ± 10 volts of the specified power source?
●
Is the power-supply plug inserted in the product and the outlet?
●
Is the operating environment within the specified parameters?
●
Is the product exposed to ammonia gas, such as that produced by diazo
copiers or office cleaning materials?
NOTE: Diazo copiers produce ammonia gas as part of the coping
processes. Ammonia gas (from cleaning supplies or a diazo copier) can have
an adverse affect on some product components (for example, the toner
cartridge imaging drum).
●
Is the product exposed to direct sunlight?
Paper
●
Does the customer use only supported paper?
●
Is the paper in good condition (no curls, folds, or distortion)?
●
Is the paper stored correctly and within environmental limits?
Input tray
●
Is the amount of paper in the tray within specifications?
●
Is the paper correctly placed in the tray?
●
Are the paper guides aligned with the stack?
Supplies
●
Is the toner cartridge installed correctly and firmly seated?
●
Has the sealing tape been removed from the toner cartridge?
●
Is the toner cartridge within its estimated life? (Check the supplies status page.)
Transfer roller and fuser
●
Are the transfer roller and fuser installed correctly?
Covers
●
Are the front and rear doors firmly closed?
Condensation
●
Does condensation occur following a temperature change (particularly in
winter following cold storage)? If so, wipe affected parts dry or leave the
product on for 90 to 120 minutes.
●
Was a toner cartridge opened soon after being moved from a cold to a warm
room? If so, allow the toner cartridge to sit at room temperature for 1 to 2
hours.
Miscellaneous
●
Check for and remove any non-HP components (for example, a toner
cartridge) from the product.
●
Remove the product from the network and make sure that the failure is with the
product before beginning troubleshooting.
ENWW
Troubleshooting process
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