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HP LaserJet 4000 and 4050 Family Printers - 13.1 and 13.2 Error Messages

Document number: BPL11836

Introduction

The purpose of this document is to assist in cause isolation of 13.1 and 13.2 error messages that appear on the printer display. These errors indicate that a paper delay occurred at the paper feed area. A page did not reach or clear PS102 or PS 103 within the expected time. Aside from receiving the error messages, there may also be a grinding or rubbing noise.

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Instructions

Perform the following sections to isolate the possible source of the issue, and then refer to the sections that are for any trays that may be identified.

Inspect and clean the paper path

  1. Check the paper path for obstructions.

  2. Clean the paper path with a water-dampened lint-free cloth to eliminate paper dust.

  3. Lift the Top Cover and remove the toner cartridge.

  4. Remove any paper from area under the toner cartridge.

  5. Lift the green handle attached to the metal plate underneath.

  6. Check for paper in newly exposed paper path.

  7. Lower the metal plate and reinstall the toner cartridge.

  8. Close the Top Cover.

Print an event log, configuration page, and menu map

NOTE: The printer should display READY on the control panel in order to print. If unable to print an event log, configuration page, or menu map from a lower tray(s), attempt to print with Tray 1 set to FIRST.

Event log

The event log retains the last 30 error messages. Use the event log to diagnose and troubleshoot intermittent failures.

Error Log results

  • 1 errors point to paper path sensor PS102

  • 2 errors point to paper path sensor PS103

Configuration page

A configuration page can be used to view printer settings and determine the options installed on the printer. If an HP Jetdirect print server EIO card is installed, an HP Jetdirect configuration page will print out as well.

Menu map

A menu map lists paper tray configuration settings and sizes.

Identifying the location of the issue within the paper path

Printing a paper path test

A paper path test combined with the results of the event log and configuration page will help isolate problem areas. To perform a paper path test, see the following steps:

  1. Press MENU until INFORMATION MENUappears.

  2. Press ITEM until PRINT PAPER PATH TESTappears.

  3. Press SELECT.

  4. Press the PLUS [+] key to cycle selections until the desired paper tray appears.

  5. Press SELECT.

  6. Press the PLUS[+] key until the desired output bin appears (open the Rear Output Bin to print to it).

  7. Press SELECT.

  8. Press the PLUS [+] key until the desired duplex mode (on or off) appears.

  9. Press SELECT.

  10. Press the PLUS [+] key to cycle selections until the desired number of copies appears. Choose 1, 10, 50, 100, or 500 copies.

  11. Press SELECT to perform the Paper Path Test.

Analyzing results of paper path test

Determine the following based on the paper path test, and then continue troubleshooting in the appropriate section:

  • Does Tray 1 feed?

  • Does Tray 2 feed?

  • If there is a Tray 3, does it feed?

  • If there is a Tray 4, does it feed?

Identifying where leading edge stops

Identify where the leading edge of the page(s) stopped. Inspect the paper path and all paper path mechanical assemblies up to the location where the leading edge of each page stopped.

Checking sensors for correct function

Check sensors PS102 and PS103 to see if they flag correct error messages and return to READY.

  1. Trip, tape, or insert paper to engage the sensor flag, then open and close the printer top cover. When activated, sensor PS102 should indicate a 13.1 error and PS103 should indicate a 13.2 error. If the sensors do not indicate the correct error messages, contact HP for further assistance.

    Figure 1: Paper sensors and paper path

  2. Contact HP if tripping the sensors does not result in the correct error messages or if the printer does not return to READY.

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Tray 1 (manual feed tray) paper jams

Check the following to ensure that Tray 1 is functioning properly:

  • Verify that the paper guides are set correctly (not too tight).

  • Check the pickup roller (clean if necessary).

  • Verify that the media is within specifications.

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500-sheet tray paper jams

Eliminating paper and tray adjustment issues

Paper with perforations, rough edges, or pre-printing can cause paper jams, misfeeds, and multi-feeds. Paper with incorrect fiber content, thickness, weight, grain, smoothness (Sheffield), and moisture content can also cause problems.

NOTE: Do not fan paper. To separate a ream, bow it into a U shape.
  1. Inspect trays for proper paper loading. Be sure the paper is stacked loosely under the paper guide to ensure that over-filling is not the issue.

  2. Inspect the tray guide adjustments to make sure they are set correctly. Tray guides should be adjusted snugly to the correct paper size. The paper size notches should be aligned.

  3. Determine if the paper jams occur with different brands or types of paper.

  4. Swap paper trays (from this printer or a similar model) to determine if jams are tray related.

  5. Try a new or different HP toner cartridge.

Verifying rotations of Pickup "D" roller

Determine if the Pickup "D" roller in each tray makes two rotations.

NOTE: Paper motion from lower trays and roller rotation may be viewed from the back of the printer.
NOTE: Take note where sheets are damaged or torn.

Inspecting and replacing feed/separation rollers

Feed/separation Rollers share the same part number. Two are used for each tray, one for feeding, and one for separating. Inspect the Feed/Separation rollers to ensure that the new style rollers are installed. Replace them if they are damaged or are not the new style.

NOTE: The Feed/separation rollers come in two designs. Make sure the printer has the new style. See Figure 2.

Figure 2: Old and new style feed/separation rollers

1 - Old style roller
2 - New style roller

Inspecting, removing, and replacing the feed roller

  1. Turn the printer off.

  2. Unplug the power cable.

  3. Remove the paper tray(s) from the printer.

  4. Inspect the feed roller (located in the printer) and verify if it is worn or the old-style roller (see Figure 1). If so, replace it.

    NOTE: To remove the feed roller, pinch the release at the left side of the roller and slide it off the shaft. See Figure 3.

    Figure 3: Sliding the feed roller off the shaft

  5. Replace the feed roller and verify that it is positioned correctly and locked firmly in place.

Inspecting, removing, and replacing the separation roller

  1. Release the latch and lift the cover inside the tray.

  2. Pinch the release at the left side of the roller and slide it off the shaft.

  3. Replace the separation roller and verify that it is positioned correctly and locked in place.

  4. Test print to see if the roller replacement resolved the paper jams. If not, continue with the repair steps.

    NOTE: Replace the paper pickup assembly (for the sheet feeder exhibiting symptom) if the leading edge of the paper is not moving out of the paper tray after the parts listed above have been replaced. Replace the assembly before replacing the paper feed or registration assemblies.

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Upper 250-sheet tray paper jams

Refer to the following troubleshooting sections:

Eliminating paper and tray adjustment issues

Paper with perforations, rough edges, or pre-printing can cause paper jams, misfeeds, and multi-feeds. Paper with incorrect fiber content, thickness, weight, grain, smoothness (Sheffield), and moisture content can also cause problems.

NOTE: Do not fan paper. To separate a ream, bow it into a U shape.
  1. Inspect trays for proper paper loading. Be sure the paper is stacked loosely under the paper guide to ensure that over-filling is not the issue.

  2. Inspect the tray guide adjustments to make sure they are set correctly. Tray guides should be adjusted snugly to the correct paper size. The paper size notches should be aligned.

  3. Determine if the paper jams occur with different brands or types of paper.

  4. Swap paper trays (from this printer or a similar model) to determine if jams are tray related.

  5. Try a new or different HP toner cartridge.

Verifying rotations of Pickup "D" roller

Determine if the Pickup "D" roller in each tray makes two rotations.

NOTE: Paper motion from lower trays and roller rotation may be viewed from the back of the printer.
NOTE: Take note where sheets are damaged or torn.

Inspecting and replacing feed/separation rollers

Feed/Separation Rollers share the same part number. Two are used for each tray, one for feeding, and one for separating. Inspect the Feed/Separation rollers to ensure that the new style rollers are installed. Replace them if they are damaged or are not the new style.

NOTE: The Feed/Separation rollers come in two designs. Make sure the printer has the new style. See Figure 4.

Figure 4: Old and new style feed/separation rollers

1 - Old style roller
2 - New style roller

Inspecting, removing, and replacing the feed roller

  1. Turn the printer off.

  2. Unplug the power cable.

  3. Remove the paper tray(s) from the printer.

  4. Inspect the feed roller (located in the printer) and verify if it is worn or the old-style roller (see Figure 1). If so, replace it.

    NOTE: To remove the feed roller, pinch the release at the left side of the roller and side it off the shaft. See Figure 5.

    Figure 5: Sliding the feed roller off the shaft

  5. Replace the feed roller and verify that it is positioned correctly and locked firmly in place.

Inspecting, removing, and replacing the separation roller

  1. Release the latch and lift the cover inside the tray.

  2. Pinch the release at the left side of the roller and slide it off the shaft.

  3. Replace the separation roller and verify that it is positioned correctly and locked in place.

  4. Test print to see if the roller replacement resolved the paper jams. If not, continue with the repair steps.

    NOTE: Replace the paper pickup assembly (for the sheet feeder exhibiting symptom) if the leading edge of the paper is not moving out of the paper tray after the parts listed above have been replaced. Replace the assembly before replacing the paper feed or registration assemblies.

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Lower 250-sheet pickup assembly paper jams

Refer to the following troubleshooting sections:

Eliminating paper and tray adjustment issues

Paper with perforations, rough edges, or pre-printing can cause paper jams, misfeeds, and multi-feeds. Paper with incorrect fiber content, thickness, weight, grain, smoothness (Sheffield), and moisture content can also cause problems.

NOTE: Do not fan paper. To separate a ream, bow it into a U shape.
  1. Inspect trays for proper paper loading. Be sure the paper is stacked loosely under the paper guide to ensure that over-filling is not the issue.

  2. Inspect the tray guide adjustments to make sure they are set correctly. Tray guides should be adjusted snugly to the correct paper size. The paper size notches should be aligned.

  3. Determine if the paper jams occur with different brands or types of paper.

  4. Swap paper trays (from this printer or a similar model) to determine if jams are tray related.

  5. Try a new or different HP toner cartridge.

Verifying rotations of Pickup "D" roller

Determine if the Pickup "D" roller in each tray makes two rotations.

NOTE: Paper motion from lower trays and roller rotation may be viewed from the back of the printer.
NOTE: Take note where sheets are damaged or torn.

Inspecting and replacing feed/separation rollers

Feed/separation rollers share the same part number. Two are used for each tray, one for feeding, and one for separating. Inspect the feed/separation rollers to ensure that the new style rollers are installed. Replace them if they are damaged or are not the new style.

NOTE: The feed/separation rollers come in two designs. Make sure the printer has the new style. See Figure 6.

Figure 6: Old and new style feed/separation rollers

1 - Old style roller
2 - New style roller

Inspecting, removing, and replacing the feed roller

  1. Turn the printer off.

  2. Unplug the power cable.

  3. Remove the paper tray(s) from the printer.

  4. Inspect the feed roller (located in the printer) and verify if it is worn or the old-style roller (see Figure 1). If so, replace it.

    NOTE: To remove the feed roller, pinch the release at the left side of the roller and side it off the shaft. See Figure 7.

    Figure 7: Sliding the feed roller off the shaft

  5. Replace the feed roller and verify that it is positioned correctly and locked firmly in place.

Inspecting, removing, and replacing the separation roller

  1. Release the latch and lift the cover inside the tray.

  2. Pinch the release at the left side of the roller and slide it off the shaft.

  3. Replace the separation roller and verify that it is positioned correctly and locked in place.

  4. Test print to see if the roller replacement resolved the paper jams. If not, continue with the repair steps.

    NOTE: Replace the paper pickup assembly (for the sheet feeder exhibiting symptom) if the leading edge of the paper is not moving out of the paper tray after the parts listed above have been replaced. Replace the assembly before replacing the paper feed or registration assemblies.

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Optional 500-sheet pickup assembly paper jams

Refer to the following troubleshooting sections:

Eliminating paper and tray adjustment issues

Paper with perforations, rough edges, or pre-printing can cause paper jams, misfeeds, and multi-feeds. Paper with incorrect fiber content, thickness, weight, grain, smoothness (Sheffield), and moisture content can also cause problems.

NOTE: Do not fan paper. To separate a ream, bow it into a U shape.
  1. Inspect trays for proper paper loading. Be sure the paper is stacked loosely under the paper guide to ensure that over-filling is not the issue.

  2. Inspect the tray guide adjustments to make sure they are set correctly. Tray guides should be adjusted snugly to the correct paper size. The paper size notches should be aligned.

  3. Determine if the paper jams occur with different brands or types of paper.

  4. Swap paper trays (from this printer or a similar model) to determine if jams are tray related.

  5. Try a new or different HP toner cartridge.

Verifying rotations of Pickup "D" roller

Determine if the Pickup "D" roller in each tray makes two rotations.

NOTE: Paper motion from lower trays and roller rotation may be viewed from the back of the printer.
NOTE: Take note where sheets are damaged or torn.

Inspecting and replacing feed/separation rollers

Feed/separation rollers share the same part number. Two are used for each tray, one for feeding, and one for separating. Inspect the feed/separation rollers to ensure that the new style rollers are installed. Replace them if they are damaged or are not the new style.

NOTE: The feed/separation rollers come in two designs. Make sure the printer has the new style. See Figure 8.

Figure 8: Old and new style feed/separation rollers

1 - Old style roller
2 - New style roller

Inspecting, removing, and replacing the feed roller

  1. Turn the printer off.

  2. Unplug the power cable.

  3. Remove the paper tray(s) from the printer.

  4. Inspect the feed roller (located in the printer) and verify if it is worn or the old-style roller (see Figure 1). If so, replace it.

    NOTE: To remove the feed roller, pinch the release at the left side of the roller and side it off the shaft. See Figure 9.

    Figure 9: Sliding the feed roller off the shaft

  5. Replace the feed roller and verify that it is positioned correctly and locked firmly in place.

Inspecting, removing, and replacing the separation roller

  1. Release the latch and lift the cover inside the tray.

  2. Pinch the release at the left side of the roller and slide it off the shaft.

  3. Replace the separation roller and verify that it is positioned correctly and locked in place.

  4. Test print to see if the roller replacement resolved the paper jams. If not, continue with the repair steps.

    NOTE: Replace the paper pickup assembly (for the sheet feeder exhibiting symptom) if the leading edge of the paper is not moving out of the paper tray after the parts listed above have been replaced. Replace the assembly before replacing the paper feed or registration assemblies.

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All trays paper jam

  1. Determine if the paper jams occur with different brands or types of paper.

  2. Verify that paper is jamming from all trays by performing paper path test from each of the trays, as per the instructions in the previous sections.

  3. Inspect the toner cartridge, transfer roller, and registration assembly for obstructions, replacing if damaged.

  4. Reseat the toner cartridge, replacing if damaged.

  5. Perform another paper path test to ensure that the issue has been resolved.

  6. If symptoms continue, reseat the transfer roller, replacing if damaged.

  7. Perform another paper path test to ensure that the issue has been resolved.

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Removal and replacement for the transfer roller assembly

Instructions for removing and replacing the Transfer roller assembly
Figure 1: Transfer roller
1. Open the top cover and remove the toner cartridge. (The transfer roller is underneath the toner cartridge.)
CAUTION: Do not touch the black rubber part of the roller. Skin oils on the roller can cause problems with print quality.
2. Using a flat-blade screwdriver, pry the right end of the metal shaft out of place, then the left end. (See Figure 1.)
Hint: When replacing the transfer roller, make sure the black collar is oriented properly, with the open end down.

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Contact HP?

NOTE: Click here to Contact HP support at http://welcome.hp.com/country/us/en/contact_us.html.

If the issue is unresolved, contact HP support and provide the following information:

Document number: BPL11836 was used for troubleshooting.

Problem Description: (Provide the applicable questions and answers.)

  • When did the errors begin? Had something changed when this issue(s) started occurring?

  • When activated, did sensor PS102 indicate a 13.1 error? Did PS103 indicate a 13.2 error?

  • Do the symptoms reoccur after replacing the transfer roller, separation roller, and/or toner cartridge?

  • Where is the leading edge of the paper located when the jam occurs?

  • Do the paper jams occur with different brands or types of paper? If so, which ones?

  • Are the jams tray related? If so, which tray(s)?

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