While they're generally very reliable, even in the most demanding of environments, HP printers are still problematic from time to time.
And we all know
printers fail at the most inopportune moments. For an
IT support professional, it's critical to know how to
fix the most common problems associated with these
printers. I've identified 10 problems you can expect
to run into most often when dealing with an HP
printer, and I've included suggestions on fixing
them.
1. Paper
jams
Among the most common problems with
any make of printer are paper jams. A printer will jam
for any number of reasons: It's dirty, the wrong
paper type is being used, or the rollers on the
printer that feed the paper through its pathway are
worn down. While cleaning the printer periodically and
using the correct paper type are easy fixes, roller
replacement can be a difficult job depending on the
model of HP printer. For some HP printers, the rollers
are easily accessible, but you'll need to completely
tear down other models to remove the rollers.
Regardless of the cause, when removing a paper jam,
always pull the paper in the direction of the paper
path, because pulling it backwards can severely damage
the printer.
Certain HP printers are more
susceptible to paper jams than others. In my
experience, any printer that holds the paper
vertically and then pulls it down through the printer
invariably ends up having paper jam problems. These
models aren't designed for heavy use, but many
organisations make use of them on individual systems
and should be aware of this flaw. In addition, some
people have trouble with the newer HP 4000 series
printers' paper pickup rollersâ€"which is odd,
because the older 4000 and 5000 series HP printers are
considered rock solid and don't seem to have any
trouble with their pickup rollers.
2. Some or all of the printing on the
page is faded
A faded print image is
normally the result of one of three conditions: The
printer is getting low on toner, the print density is
set too low, or Economode printing is turned on. For
the last two settings, a printer self-test (typically
a separate button on the printer) will show what the
current settings are. If Economode is on, and users
are complaining about how light the print is, turn it
off and/or set the print density higher. If the toner
is low, simply removing the cartridge and shaking it
to redistribute the toner more evenly can temporarily
resolve the problem until you can replace the
cartridge.
3.
Ghosting
Ghosting is a condition where the
image prints properly, but a much lighter copy of the
image also prints elsewhere. This can be due to a
problem with the power outlet that is supplying power
to the printer. Check the power outlet by plugging in
a different printer to see if the same results occur.
Ghosting can also be caused when consumable printer
parts (such as the drum or imaging kit) are near the
end of their life. All of the consumable parts in a
printer are rated for a certain number of pages. Once
a printer gets near that magic number, you'll need to
replace those parts to eliminate ghosting.
4. Toner smears or does not
stay on the paper
If words and images come
off the paper when a hand is run across them, there
are a few possible problems. First, the fuser assembly
may be damaged or at the end of its life. The solution
is to replace the fuser assembly. Repairing a fuser
assembly is generally not recommended because the
fuser is considered a consumable printer part and not
worth the time or effort to fix. Second, the toner
cartridge may be defective and letting too much toner
out at one time. In a black-and-white laser printer,
the solution is to replace the toner cartridge. In a
colour laser printer, only replace the cartridge that
is exhibiting the problem. Third, some toner may have
spilled in the printer. If so, you'll need to clean it
out.
5. Printer is
displaying a 50.4 error message
A 50.4
error message on some of the newer HP LaserJet
printers indicates a problem with the power supply. If
the printer is connected to a UPS, disconnect it, or
disconnect it from a power strip and plug it directly
into a wall outlet. A laser printer should never be
plugged into a UPS, because the UPS can be damaged by
the surges of power required by a printer to keep the
fuser assembly warm. If that doesn't work, make
sure that all of the components in the printer are
seated properly.
6.
Can't find a driver for a particular operating
system
As new operating systems are
released, new drivers will need to be loaded for your
existing printers. Not all printers have a driver for
every OS. In these cases, it's best to consult
the printer manual and find out what printers the
drivers will emulate. While not all of the
functionality of the printer will be available under
this emulation, at least basic printing will work. For
example, most HP printers will print with the HP
LaserJet II driver installed, although specific
options, such as duplexing, will not work.
7. Printer is not printing
from the expected paper tray
Look in two
places to correct this particular error. First, look
on the printing PC, and second, on the printer. If the
application is set to print to the wrong paper tray,
correct it within the application by clicking on
Printer Properties and finding the Tray Selection
source. On the printer, make sure that the paper sizes
in the control panel match what is actually in the
paper trays.
8.
Printer picks up all the paper from the manual feed
tray rather than one sheet
The pad that is
responsible for separating the paper has likely worn
out and needs to be replaced. You can order and
install a new pad without sending the printer out for
repair. It is also possible that the paper is wet due
to humidity. Make sure the paper is properly stored
and that it is -fanned" before putting it
into the printer.
9.
Printer is displaying a 79 error
A 79
error can be the result of a problem with the network
print server that services the printer. When
troubleshooting a 79 error, first open the Printer
folder from the Start menu on the Print server to make
sure there are no jobs pending. A 79 error can also
indicate a failure of a printer add-on component, such
as an MIO card or a RAM module. All add-ons should be
removed and then added back to the printer one by one
to determine which module may be at fault.
10. Trouble printing onto
envelopes
Envelopes can cause many
problems for laser printers. Choose envelopes that are
close to 9kg paper in weight and thickness. Also,
make sure that the adhesive on the envelope is capable
of withstanding the heat that the fuser puts out to
keep the printing on the page. If you don't, the
envelopes will come out of the printer already sealed.
If envelopes are coming out of the printer wrinkled,
they may be too stiff for the paper path. Open the
rear of the printer and let them exit at that location
instead.
HP printers are considered to be
among the most reliable in the industry. But just as
any other piece of IT equipment, they're vulnerable to
failure. And it seems the newer printers can't
withstand the same amount of abuse that the older
models could. So if you work on newer-model HP
printers in a paper-intensive environment, expect more
troubleshooting calls involving the problems I've
described. But no matter what the age of your HP
printer, this guide to common printing problems will
help you diagnose and fix the problem quickly.
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