Toner HP Troubleshooting
1 - Recommended tips before you start troubleshooting your particular problems 2 - How do I install my toner cartridge? 3 - I got an error message that reads TONER CARTRIDGE NOT RECOGNIZED, what should I do? 4 - My laser machine does not recognize tha toner cartridge properly. Why? What should I do? 5 - How can I ensure the longest life of my toner cartridge? 6 - I got a message that reads TONER LOW, why? What should I do? 7 - If the toner is low or I get light or faded areas on my printouts, should I change the cartridge immediately or is it still useful? 8 - I got a message that reads NEW TONER CARTRIDGE = NO* after changing the toner cartridge 9 - For HP LaserJet 4000 Series Printer: I got an error message that reads INSTALL TONER CARTRIDGE and I have already installed a new cartridge. Why? What should I do? 10 - Print Quality Problems 11 - My toner is smeared on my printouts 12 - The toner is leaking, the cleaning blade is streaking at room temperature and the cartridges are noisy 13 - How can I change the toner density settings? 14 - How can I monitor toner cartridge life? 15 - I got an error that reads “54.2 Error”, what should I do?
Other information that may help you 16 - How can I install my toner cartridge? 17 - How can I ensure the longest life of the cartridge? 18 - If the toner is low or I get light or faded areas on my printouts, should I change the cartridge immediately or is it still useful?
19 - Do I need to clean the toner cartridge area? How can I do it? 20 - What happens if I shake my toner cartridge? 21 - Removal of toner cartridge sealing tape 22 - I have some printing problems, what is going on and how can I solve them? 23 - I got a message that reads Low Toner, why? What should I do? 24 - How do I print a test page? 25 - I put the wrong type of toner in my laser machine, what should I do?
1 - Recommended tips before you start troubleshooting your particular problems (Back to Top)
• Verify the cartridge is not empty and that you have removed the sealing tape from the
cartridge.
• Always check the expiration date of your new toner cartridges.
• Verify the cartridge has been installed correctly on the laser machine.
• Check the cartridge is not leaking. If so, the sealing tape may be worn.
• Make sure the print media you are using meets the specifications for HP LaserJet printers.
• Make sure the paper is not defective. It should be free of tears, cuts, loose particles, spots,
voids, dust, wrinkles, curled or bend edges, etc.
• Make sure the laser machine operating environment fulfil the required specifications.
• Print a few test pages in order to see if this solves the problem.
• Turn over the paper that is in the tray. Rotate the paper 180 degrees.
• Test the laser machine with new stock.
• Check there is no debris in the paper path.
• Verify there are no damaged components causing the print defect.
• Make sure there is no loose toner in paper path. If so, you will have to clean the path with
a lint-free cloth. Print a cleaning page.
• Check the cartridge High Voltage contact springs are not contaminated. If so, clean them.
• Perform an Engine Test. If it there are no defects on the test, you will need to contact HP
for assistance.
Determine when the problem first occurs by performing a half self test.
• Check the cartridge drum.
• If you see no problems on drum, but it appears on the half self-test page before it goes
through the fusing assembly, then you will have to change the transfer roller assembly.
1. If this does not correct the print defect, you will need to contact HP for assistance.
2. If you have replaced the transfer roller assembly and the engine controller board and the
problem has not disappeared, contact HP for assistance.
• If the problem appears on half self-test page after passing through the fusing assembly, you will need to
change the fusing assembly.
2 - How do I install my toner cartridge? (Back to Top)
1. Remove the cartridge from its packaging. You can choose to recycle the cartridge.
2. Open the laser machine cover.
3. Redistribute the toner inside the cartridge by shaking it gently from side to side.
4. Remove the sealing tape from the cartridge by bending it back and forth. Pull the tape
firmly out from the toner cartridge so as to remove the entire length of it. Try not to touch
any toner on the tape.
5. Put the toner cartridge in the laser machine as shown below, with the arrow pointing into
the machine. Slide the toner cartridge into the printer as far as it can go.
The printer cover will close easily if the toner cartridge has been installed properly.
6. After installing a new cartridge, it is necessary to reset the HP TonerGauge from the control
panel. When closing the cover after cartridge installation, the control panel will display a
message that reads NEW TONER CARTRIDGE = NO for approximately 30 seconds.
Reset the TonerGauge:
a. Press Value until you see a message reading YES.
b. In order to save the selection, press Select.
c. Press Go button so as to exit the menu.
If the message that reads NEW TONER CARTRIDGE = NO is no longer shown on the control panel when you change the cartridge, press Menu many times until CONFIGURATION MENU I displayed. Press Item many times until you get the message NEW TONER CARTRIDGE = NO, then complete the steps described above (a, b and c).
3 - I got an error message that reads TONER CARTRIDGE NOT RECOGNIZED, what should I do? (Back to Top)
• Check the cartridge and the laser machine are compatible. If they are not compatible, you
will get this error.
• Verify the main motor is rotating.
• Turn off the printer and the remove cover. Look through the cutout in the laser machine
chassis to check the gears are meshing.
Open the top door and observe the gears separating. Then close the door and watch them mesh together. Turn on the laser machine and watch the gears. If they rotate and the message reading TONER CARTRIDGE NOT RECOGNIZED remains, replace the cartridge.
If the error message does not disappear after you have replaced the toner cartridge and the gears keep turning, you will need to replace the parts listed below:
Spring, compression (RB2-6263-000CN)
Spring, compression (RB2-6271-000CN)
Spring, compression (RU5-2107-000CN)
Spring, compression (RU5-2108-000CN)
110-127v Power Supply Assembly (RM1-0340-000CN)
If you see that the gears are not rotating, you will have to replace the main motor.
4 - My laser machine does not recognize tha toner cartridge properly. Why? What should I do? (Back to Top)
When you install the black cartridge in the laser machine, the cartridge lever assembly will move into a lower position. This will lock the cartridge into the developing position (vertical position.) this locking position will activate the cartridge switch. When the switch is activated, it will notify the machine that a black toner cartridge has been installed. If your laser machine does not recognize the cartridge, it is likely that the switch is causing this problem. Try reinstalling the cartridge.
The marked area shows the switch properly activated
5 - How can I ensure the longest life of my toner cartridge? (Back to Top)
We recommend removing your toner cartridge from its package only when you are ready to use it. Toner cartridges are packed in a moisture proof bag so as to protect them. The shelf life of a toner cartridge in its closed package is around 2.5 years (as long as you store them away from heat, moisture and light.) The shelf life of an open one is much shorter (around 6 months).
In order not to damage the toner cartridge, we recommend not exposing the cartridge to the light for long (no more than a few minutes). While exposed, cover the cartridge with a piece of paper or cloth.
The number of prints that a toner cartridge can give has nothing to do with the time of use but with the page coverage. All laser printers and fax machines have different utilities for you to adjust the image intensity in order to reduce toner consumption. Gain access to them and turn down the intensity dial. By doing this, you will also get less loose toner, reducing signs of nicks on the drum unit and specks on your printouts.
6 - I got a message that reads TONER LOW, why? What should I do? (Back to Top)
When your machine starts to run out of toner, the machine control panel displays this message.
• If you got the TONER LOW message but your laser machines is still printing, check the
Toner Low setting in the Configuration Menu (in the control panel) since it may be set to
CONTINUE.
• If the laser machine stops printing when the LOW TONER message appears, this means
that the TONER LOW is set to STOP. If you need to finish a print job, press Go.
The laser machine will show the TONER LOW message until you change the toner cartridge.
In the Configuration Menu, Select TONER LOW=CONTINUE, if you want to continue or TONER LOW=STOP, if you want to stop.
7 - If the toner is low or I get light or faded areas on my printouts, should I change the cartridge immediately or is it still useful? (Back to Top)
Even if the toner is low and your printouts look faded, you may still be able to improve the print quality of your printouts by redistributing the toner in your cartridge. This will help you to finish your current print jobs until you replace the cartridge.
1. Open the machine and remove the cartridge from the it
In order not to damage the toner cartridge, we recommend not exposing the cartridge to the light for long (no more than a few minutes.)
2. Rotate the cartridge and rock it from side to side gently so that the toner redistributes
inside the cartridge.
3. Reinstall the cartridge into the machine and close the cover. If the print quality does not
improve.
8 - I got a message that reads NEW TONER CARTRIDGE = NO* after changing the toner cartridge (Back to Top)
To clear the message:
If the message appears after a new toner cartridge has been inserted, you need to use the value key in order to change “NO” to “Yes”. Press SELECT so as to save this change.
If you change the toner cartridge before receiving the message reading TONER LOW, you will need to reset the toner gauge in the Configuration menu. You will get a message reading NEW print cartridge = NO. You will have to change this to YES. This way, you will be also resetting the toner gauge in the machine PCL Configuration page. Make sure you reset the toner gauge only after you change the toner cartridge. Otherwise, the gauge on the PCL Configuration page will not show the cartridge real life.
9 - For HP LaserJet 4000 Series Printer: I got an error message that reads INSTALL TONER CARTRIDGE and I have already installed a new cartridge. Why? What should I do? (Back to Top)
If the machine shows INSTALL TONER CARTRIDGE message on the control panel, and you have just installed the toner cartridge, it is probable that the transfer roller assembly is lifted or unseated. Check the transfer roller:
Do not touch the transfer roller with bare hands since skin oils will damage it. We recommend wearing lint-free gloves.
1. Open the cover and remove the toner cartridge.
2. Examine the transfer roller, which is underneath the toner cartridge. When depressed, the
blue gear located on the left of the roller should deflect around .25 to .375 of an inch.
When you release it, it should go back to its position.
3. If the transfer roller is sitting improperly, push down the roller until it snaps into position.
4. Reinsert the toner cartridge and check the error message is gone.
5. If the message is still there, examine the sensor plates on the toner cartridge and the
contact points within the cartridge cavity of the laser machine. You may need to remove
contamination.
Examine the sensor plates:
a. Open the shutter (a black rectangular plastic piece) on the toner cartridge. It will rotate and
the drum unit will be exposed.
b. A small rectangular metal plate which contacts the sensor inside the toner cavity will be
exposed. The drum unit should not be exposed to light for an extended periods of time or
you will damage it.
If necessary, clean the sensor and the contact and check for damage. In case the contacts are damaged, you will need contact HP for further assistance.
10 - Print Quality Problems (Back to Top)
Common Print Quality Problems
• Redistribute the toner: open the printer and remove the cartridge from the printer. In order
not to damage the toner cartridge, we recommend not exposing the cartridge to the light
for long (no more than a few minutes.) While exposed, cover the cartridge with a piece of
paper or cloth. Rock the toner cartridge from side to side gently so that the toner
redistributes inside the cartridge.
• Clean the inside of the laser machine.
• Check the print density settings. Adjust if necessary.
• Check the type and quality of the paper you are going to use.
• Make all necessary settings adjustments according to the type of document you are going
to print.
• Make sure the EconoMode is off if you want best quality printouts.
• Change the cartridge, and check print quality one more time.
Other problems:
White streak or faded area appear on my printouts
• Check the print density settings since it may be too light. Gain access to the control panel
configuration and change the settings.
• The cartridge may be low on toner. Redistribute the toner: rock the toner cartridge from
side to side gently so that the toner redistributes inside the cartridge. If you see no
improvement, replace the cartridge.
Faded out areas appear randomly on my printouts
• The paper moisture may be irregular, or there are foreign moisture spots on the paper
surface. Try other paper.
• You may be using bad quality paper and some areas may reject the toner. Use a different
type or brand.
• The transfer roller may be dirty; you will have to change it.
There are vertical lines on my printouts
• If there are sharp black vertical streaks on the printouts, it is probable that the
photosensitive drum that is in the cartridge has been scratched. You will need to change
the cartridge.
• If there are smeared black vertical streaks on the printouts, it is probable that the fuser is
defective. Examine the rollers. Check there are no scratches or excessive wear. If you find
it necessary, change the fusing assembly. You may need to replace the transfer roller too.
The toner on my printouts is loose
• If the toner on the prints is loose or easy to remove, it is probable that the fuser is
damaged. Contact HP for further assistance.
The background gray toner shading became unacceptable
• In the control panel configuration menu, raise the density setting. By doing this, the
amount of background shading will decrease.
• Use a lighter type of paper.
• Check the laser machine is not exposed to high humidity. This may raise the amount of
background shading.
• Change the cartridge.
• Change the transfer roller.
There are vertical repetitive marks on my printouts
• The cartridge may be damaged.
Cartridge drum circumference = 3.75 inches.
If there are repetitive marks every 3.75 inches on the printouts, you will need to change the cartridge.
• The developer roller may be defective. If you see a mark every 2 inches on the printout,
Change the cartridge.
• The charger roller inside the cartridge may be defective. If there is a horizontal black line
every 1.5 inches, it is necessary for you to change the cartridge.
• There is toner on the transfer roller. If you see a defect every 2.13 inches on the back of
the page, the problem will be solved after printing a few pages.
Some characters are improperly formed
• The paper you are using may be too smooth. Use a different paper.
• If the characters produce a wavy effect, the laser machine may need service.
There are vertical lines at edge of my printed paper
These lines, which usually appear on the right margin of the paper, appear when the drum is wearing out. You will have to change the toner cartridge. Otherwise, the lines will grow wider.
Some areas of my printouts are faded, missing or fait
• The cartridge may be low on toner.
• The toner may be unevenly distributed inside the cartridge.
• The rollers inside the cartridge may be damaged.
1. Gently rock the toner cartridge in order to distribute toner.
2. Change the cartridge.
Remember that HP LaserJet IIP printer does not have page count or a TONER LOW message.
• Your laser machine may need cleaning or maintenance
1. Perform the printer machine cleaning cycle following the user's manual indications.
2. Replace (in case you have got a machine with replaceable roller or pad) the worn or dirty
fuser roller cleaning pad.
3. Check there are no foreign objects on the transfer corona wire.
HP LaserJet, LaserJet +, 500 +, Series II, IID, III, and IIID printers:
• If there is dirt, or any foreign object on or near the transfer corona wire, this will obstruct
the current which allows the attraction of toner from the drum surface to the paper.
1. You will need to clean the transfer corona wire. Follow the user's manual indications.
HP LaserJet series II, IID, III, and IIID printers:
Check that the cartridge installation label which is under the laser machine cover is not loose. If the label is loose, it may block the laser beam when the machine is closed. You will see vertical fading at the edges of the paper. In case the label is loose, remove it.
I get black pages
1. If the HVPS contacts are contaminated, clean them.
2. Test your laser machine using another cartridge.
3. If the problem is not solved, you will need to contact HP for further assistance.
I get blank pages
• Make sure you have removed the sealing taper of your new cartridge.
• Make sure the transfer roller is properly seated.
• If the HVPS contacts are contaminated, clean them.
• Check the charge corona wire, which is inside the cartridge, is not damaged. To check this,
change the toner cartridge. If you see positive results, then, the charge corona wire was
the cause of the problem.
These are some of the causes of your blank pages:
1. The drum may be not exposed by the laser
2. The EHT power supply may not be transferring toner onto the drum
3. The EHT power supply may not be transferring toner from the drum to the paper.
My images are distorted
1. In order to see if the problem corrects, you will need to print a 50-page printer path test.
2. Use a new ream of paper.
3. Make sure the laser machine operating environment fulfil the required specifications
4. If the problem is still not solved, you will need to contact HP for further assistance.
I get light, dark, or faded prints
1. Make sure the toner saving mode (EconoMode setting) is set to off.
2. Test your laser machine by using another cartridge.
3. if the HVPS contacts are contaminated, you will need to clean them,
4. If the problem is still not solved, you will need to contact HP for further assistance.
I get bubble print
If your printouts present this type of problem, you will need to contact HP for further assistance.
I am getting dark prints or gray background pages
1. In order to see if the problem corrects, you will need to print a 50-page printer path test.
2. Use a new ream of paper.
3. Test your laser machine by using another cartridge.
4. Make sure the laser machine operating environment fulfil the required specifications
5. In order to see if the problem has been solved, perform a blocked laser beam paper path
test.
6. If the test page is dark or gray, you will have to change the transfer roller assembly. If,
after replacing the transfer roller assembly, the problem has not been solved, you will need
to contact HP for further assistance.
7. If the test page is blank, you will need to contact HP for further assistance.
There are horizontal black or white lines on my printouts
Horizontal black lines
Horizontal white lines
1. Test your laser machine by using another cartridge
2. If the problem has not been solved, you will need to contact HP for further assistance.
There are vertical white or black lines on my printouts
Vertical black lines
Vertical white lines
1. Test your laser machine by using another cartridge
2. Try cleaning the fuser entrance guide.
3. If the problem has not been solved, you will need to contact HP for further assistance.
11 - My toner is smeared on my printouts (Back to Top)
This is not necessary related to a toner cartridge issue
Print multiple consecutive test pages to see how frequent and when the smearing occurs on the printouts.
• If all colors smear except black, you may be in front of a transfer wrap jam issue.
• If the whole page smears, including black, you may be in front of a fusing or OPC issue.
Make sure the green fuser lever is in the down position for printing.
If you see specific area of the page smeared, it is possible that there is a loose piece of paper, a bent Mylar strip or a cartridge shutter dragging. In the case there is a bent Mylar strip, all colors except black will smear. If you see black color smeared this means that is not the problem.
Is only Magenta smearing? If so, paper may not meet the specified requirements-it may be too heavy or slick. On the control panel in the driver, set tray 1 to heavy mode and try printing. In the Color Adjust menu on the control panel, you can reduce the density setting for Magenta to solve this problem.
When you change any color density-for example, for testing purposes-, all printouts will be affected.
Print quality defect caused by bent Mylar strip
Paper wrapped around or stuck in the transfer drum may also cause the toner to smear.
Remove the transfer drum, belt and OPC. Check the transfer drum for wrapped or stuck paper. Inspect the bars that form the frame of the drum and the drum surface since sometimes paper gets stuck in these bars. You can use a piece of clean paper to clean the bars. Also check for stuck paper inside the machine where the OPC goes. There are no sensors in these parts to notify that there is stuck paper. This is why you must check for any problem at these locations and make necessary changes manually.
Check the belt for stuck paper. Take the transfer belt off and spin the gear that is on the right of the belt. When you reinstall the transfer belt, make sure it is seated correctly inside the machine.
Example of a print quality defect with a poorly seated transfer belt
We recommend storing media whether in boxes or in wraps so that it does not acquire moisture and it does not get stuck or wrapped inside the laser machine.
The whole page is smeared
Check to see what colors are smearing
If black is smearing it is possible that a cleaning blade failed inside the OPC. This type of problem is not actually smearing but it is often described as and looks like black smearing. The problem is actually streaking.
If black and all colors are smearing, check to see if there is anything that looks like large color plane offset. This would indicate a Drum Drive stall. This may even appear as though the leading and or trailing edge of the paper are smearing. The picture below is an example of leading edge streaking due to stuck media in the transfer drum.
I get completely blank pages or color shifting/drop offs
If you get completely blank pages, with no background or a subset of color planes, including the print test, any of the following could be the causes:
• The alienation bar(s) is incorrectly seated
• Damaged toner cartridges
• Toner cartridges are not seating firmly into the slots
• The tape has not been removed from the toner cartridges
• Mylar on toner shutter is stuck
If you are getting color shifting and/or color drop offs it is possible that the alienation bar is not seated correctly.
| 
