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Troubleshooting process
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 cord inserted all the way into the product connector and
the wall outlet?
●
Is the operating environment within 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 copying
processes. Ammonia gas (from cleaning supplies or from diazo copiers) can
have an adverse affect on some product components (for example, the print-
cartridge OPC).
●
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 specified environmental limits?
Input trays ● Is the amount of paper in the tray within specifications?
●
Is the paper placed in the tray correctly?
●
Are the paper guides aligned with the stack?
Print cartridge ● Is the print cartridge installed correctly?
Transfer roller and fuser ● Are the transfer roller and the fuser installed correctly?
Print-cartridge door and duplex door
(duplex models only)
●
Is the print cartridge door or the duplex door closed?
Condensation
●
Does condensation occur following a temperature change (particularly in
winter following storage in cold temperatures)? If so, wipe affected parts dry,
or leave the product on for 10 to 20 minutes.
●
Was the print cartridge opened soon after being moved from a cold place to
a warm place? If so, allow the print cartridge to sit at room temperature for 1
to 2 hours.
Miscellaneous ● Check for and remove any non-HP components (for example, a print
cartridge) from the product.
●
Disconnect the product from the network, and then make sure that the failure
is with the product before continuing troubleshooting.
ENWW Troubleshooting process 93