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HP Designjet 500 and 800 Series Printers - System Error Messages, Explanations, and Actions

Introduction

System error codes consist of four digits that explain which component or system is failing and what action should be taken to correct the problem. The information below provides an explanation of the error and the recommended action to be taken.

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Continuable and non-continuable error codes

Some error codes are continuable, which means that it is possible to press the Enter key on the front panel and to continue working with the printer. Non-continuable error codes do not allow work with the printer to continue.

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System error 01:10

Explanation

A problem with the Electronics module has occurred.

Recommended action

Turn the printer off and allow five minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 01:11

Explanation

The electronics module has detected a connection problem with the cooling fan.

Recommended action

Turn the printer off and allow five minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 01:12

Explanation

The EEROM is not configured correctly.

Recommended action

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 01:13

Explanation

A problem with the Electronics module has occurred.

Recommended action

Turn the printer off and allow five minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 02:10

Explanation

A problem has occurred with the carriage assembly.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 02:13

Explanation

A problem has occurred with the carriage assembly.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 03:10

Explanation

A problem has occurred with the printers power supply.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 04:11

Explanation

Jetdirect network card not detected.

Recommended action
  1. Turn the printer off and unplug the power cable from the back of the printer.

  2. Remove and re-seat the network card. Click here for detailed instructions on network card removal .

  3. Plug the power cable in, turn the printer on and attempt to verify functionality.

  4. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 05:09 (only applicable for Designjet 500 series)

Explanation

Formatter installed instead of HP-GL/2 accessory card.

Recommended action
  1. Turn the printer off and unplug the power cable from the back of the printer.

  2. Remove the formatter card and install the HP-GL/2 accessory card. Click here for detailed instructions on formatter card removal .

  3. Plug the power cable in, turn the printer on and attempt to verify functionality.

  4. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 05:10 (only applicable for Designjet 800 series)

Explanation

Formatter card failure, or Formatter card not detected.

Recommended action
  1. Turn the printer off and unplug the power cable from the back of the printer.

  2. Remove the formatter card and re-install the formatter card. Click here for detailed instructions on formatter card removal .

  3. Plug the power cable in, turn the printer on and attempt to verify functionality.

  4. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 05:10 (only applicable for Designjet 500 series)

Explanation

HP-GL/2 accessory card failure.

Recommended action
  1. Turn the printer off and unplug the power cable from the back of the printer.

  2. Remove the HP-GL/2 accessory card and re-install the HP-GL/2 accessory card. Click here for detailed instructions on HP-GL/2 accessory card removal .

  3. Plug the power cable in, turn the printer on and attempt to verify functionality.

  4. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 06:03 (only applicable for Designjet 800 series)

Explanation

Hard disk error on the formatter verify functionality of the machine by removing the formatter, continue past the system error 05:10 Install a designjet 500 driver to print with. Solution: replace the formatter

Recommended action
  1. Turn the printer off and unplug the power cable from the back of the printer.

  2. Remove the Formatter card and re-install the Formatter card. Click here for detailed instructions on formatter card removal .

  3. Plug the power cable in and turn the printer on.

  4. Continue past system error 05:10, and attempt to print via the HP Designjet 500 print driver.

    To check for the latest firmware updates for your printer using the HP website, go to HP Support Center .

  5. If the printer prints fine using the Designjet 500 driver, the formatter card is faulty and should be replaced.

  6. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 08:11

Explanation

The front panel cannot be detected.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 11:11

Explanation

The trailing cable is poorly connected.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 11:13

Explanation

Problem with setting the voltage of the printheads.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 12:11

Explanation

A short has been detected in the carriage assembly.

Recommended action

  1. Turn the printer on.

  2. Allow printer to complete initialization.

  3. Using the Down Arrow key, scroll to the Ink menu (ink drop icon) and press Enter.

  4. Scroll to Replace Printheads and press Enter.

  5. Open the top cover.

  6. Open the carriage cover and remove all printheads.

  7. Turn the printer off.

  8. Using a lint-free cloth dampened with water, clean the electrical contacts on the carriage and the printheads.

  9. When the contacts are dry, reinstall the printheads and close the carriage cover.

  10. Close the top cover and turn the printer on.

  11. If the error returns, replace all printheads.

  12. After replacing all printhead, attempt to verify printer functionality.

  13. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System Error 17:11 (only applicable for Designjet 500 series)

Explanation

A problem has been detected while initializing.

Recommended action

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 21:10

Explanation

Service Station failure

Recommended action

The possible cause could be:
  1. The steps counted by the Service Station motor are not consistent with the expected length of the current movement.

  2. The Aerosol Fan has reached its maximum current limit. If your printer actually has an Aerosol Fan then the printer is Very old. This fan has been removed (dis-included) from the printer assembly long ago. Service may be required to replace the Service Station and/or related components.

  3. The Service Station motor has shutdown because of blockage. Service may be required to remove Debris, adjust or to replace the Service Station and/or related components.

CAUTION: HP offers no technical support for persons who are not qualified to provide HP Warranty repairs.

Example: Replacing the Trailing Cable on any Designjet Printer is not a user service. This is very technical and requires HP-Qualified Service Technicians in order to qualify for HP Warranty coverage. In any case, one who renders repairs to HP Designjet printers (self-help) is strongly recommended to refer to the applicable HP Service Manual, updates and service notes. However, please be aware that HP Service Manuals, technical updates and service notes are published available only for HP-Qualified Service Technicians.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 21:11

Explanation

A problem has been detected with the Service Station assembly.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 22:10

Explanation

: Ink Supply Station failure

Recommended action

The possible cause could be:
  1. Reading, writing or initializing the backup EEROM failed.

  2. One of the out-of-ink sensors (located in the Ink Supply Station) is not reporting what it should during the initializing process while depressurizing.

    If the problem persists when you power off, rest and then re-boot the printer, service may be required to replace the Service Station and/or related components.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 41:10

Explanation

A problem has been detected with the Paper-Axis motor.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 41:13

Explanation

An error in the paper-axis motor encoder quadrature has occurred.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 42:10

Explanation

A problem has occurred with the Scan-Axis motor.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 43:10

Explanation

A problem has occurred with the Vacuum fan.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 43:11

Explanation

The Vacuum fan is not detected.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 55:11

Explanation

A problem with the line sensor has occurred.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 56:10

Explanation

Drive roller encoder sensor error.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 56:13

Explanation

An error in the drive roller encoder sensor quadrature has occurred.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 61:04

Explanation

Firmware error.

Recommended action

Upgrade the printer's firmware (if upgrade is available). Click here for instructions on upgrading the printer's firmware .

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System error 61:05

Explanation

The printer was not able to process a job that was sent. This error indicates a communication problem.

Recommended action

Click here to view more detailed troubleshooting information .

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System error 62:03

Explanation

Parallel port communication problem.

Recommended action
NOTE: Before continuing, verify that the parallel cable being used is an IEEE 1284 compliant cable no longer than 10 feet in length.
Follow the instructions below to help solve the issue:
  1. Turn the printer off.

  2. Ensure the parallel cable is properly connected to the PC and printer.

  3. Turn the printer on.

  4. Following initialization of the printer, attempt to print the file again.

  5. If problems persists, continue with the remaining steps.

  6. Send an internal print to the printer to verify internal printer functionality:

    1. Load media into the printer (if not already loaded).

    2. On the printer's front panel menu, select the Ink menu (Ink Droplet Icon) and press Enter.

    3. Select Troubleshooting and press Enter.

    4. Follow the instructions on the front panel.

    5. Following a successful troubleshooting plot, internal printer functionality has been verified.

  7. If internal printer functionality is verified and the problem persistss, the issue is being caused by a communication failure between the PC and the printer.

  8. Use the additional steps below to help with isolating the problem:

    • Disable bidirectional communication in the printer driver

    • Try another cable (IEEE 1284, 10 feet or shorter)

    • Test computer port functionality (try another printer, check for port conflicts, etc)

    • Try printing the file from another computer (if file prints, contact computer manufacturer for further assistance)

    • Try printing over the network (if available) via Jetdirect connectivity

    • A USB connection, if the operating system will support it, can be tried as a means of narrowing down the possible cause of the issue

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System error 63:03

Explanation

LAN card communication problem.

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, re-create the file and try printing again.

  4. If the file is PostScript, check to see if it is binary. If the file is binary, use AppleTalk to send the file to the printer. If AppleTalk is not being used to send the binary file to the printer, change the printer's internal PostScript settings to Binary (Set-up menu, PS settings, Encoding, Binary).

  5. If the error message persistss, check for a new release of the driver.

    Click here to download HP drivers and/or software .

    Additional workaround:

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System error 64:03

Explanation

USB port communication problem.

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, re-create the file and try printing again.

  4. If the file is PostScript, check to see if it is binary. If the file is binary, use AppleTalk to send the file to the printer. If AppleTalk is not being used to send the binary file to the printer, change the printer's internal PostScript settings to Binary (Set-up menu, PS settings, Encoding, Binary).

  5. If the error message persistss, check for a new release of the driver.

    Click here to download HP drivers and/or software .

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System error 64:04

Explanation

Firmware error (USB port).

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, upgrade the printer's firmware (if upgrade is available). Click here for instructions on upgrading the printer's firmware .

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System error 65:03

Explanation

Generic input/output port communication problem.

Recommended action

If error 65:03 occurs when trying to access the printers front panel IO menu, upgrade the firmware to v. A.02.08, which fixes the issue. Click here for instructions on upgrading the printer's firmware

If the error occurs during printing, follow the instructions below:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, re-create the file and try printing again.

  4. If the file is PostScript, check to see if it is binary. If the file is binary, use AppleTalk to send the file to the printer. If AppleTalk is not being used to send the binary file to the printer, change the printer's internal PostScript settings to Binary (Set-up menu, PS settings, Encoding, Binary).

  5. If the error occurred while trying to access the IO Menu, then there is a solution : just upgrade to firmware A.02.08 , which in fact solves this problem. The root cause was the combination of hostname (printer name) and domain name exceeding 31 characters. The maximum length has been extended to 255 characters for an IP address and to 47 for an IPX address.

  6. If the error message persistss, check for a new release of the driver and/or upgrade the printer's firmware. Click here for instructions on upgrading the printer's firmware .

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System error 71:04

Explanation

Problem allocating memory.
NOTE: This error code only appears in HP Designjet 800 series, or in the Designjet 500 series printers with HP-GL/2 cards installed.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 71:06

Explanation

Out of memory problem.
NOTE: This error code only appears in HP Designjet 800 series, or in the Designjet 500 series printers with HP-GL/2 cards installed.

Recommended action

  1. Check the amount of RAM in the printer using the front panel (use the printer information utility). If necessary, install more memory into the formatter.

  2. If the problem continues, try processing the file in the PC instead of the printer (select Avoid out of memory in the Advanced options in the Printer Driver)

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System error 72:04

Explanation

Problem in the scan-axis (firmware error).

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, upgrade the printer's firmware (if upgrade is available).

    Click here for instructions on upgrading the printer's firmware .

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System error 73:04

Explanation

Server error.

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization re-send the file that generated the error.

  3. If the error re-appears, upgrade the printer's firmware (if upgrade is available).

    Click here for instructions on upgrading the printer's firmware .

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System error 79:04

Explanation

Miscellaneous firmware error.

Recommended action

Click here for more information on resolving 79:04 errors .

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System error 81:01

Explanation

Paper-axis shutdown.

Recommended action

  1. Turn the printer off.

  2. Open the Top cover and check for a paper jam.

  3. Remove media if jammed.
    NOTE: A manila folder can be used to aid in removing jammed paper. Lift the blue lever and insert the folder into the paper path to remove jammed paper.
  4. Check inside both end covers to verify no paper is lodged in these areas as well.

  5. Turn the printer on, and attempt to verify functionality.

  6. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 81:11

Explanation

Paper-axis shutdown (during the paper advance test).

Recommended action

  1. Turn the printer off.

  2. Open the Top cover and check for a paper jam.

  3. Remove media if jammed.
    NOTE: A manila folder can be used to aid in removing jammed paper. Lift the blue lever and insert the folder into the paper path to remove jammed paper.
  4. Check inside both end covers to verify no paper is lodged in these areas as well.

  5. Turn the printer on, and attempt to verify functionality.

  6. If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 85:10

Explanation

Paper-axis shutdown (during the paper advance test).

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 86:01

Explanation

Carriage-Axis shutdown.

Recommended action

If this error code appeared but was NOT caused by a paper jam, then try the following:

Maybe there is too much friction on the Slider Rod. Enter the Printer Information utility and check the Scan-Axis usage. If the percentage is close to 100%, then lubricate the Slider Rod using the HP synthetic lubricant specific to the printer. Service may be required to replace the Carriage Motor and/or related components.

Maybe the Carriage is bumping into the Service Station. If the carriage is stuck at the right hand side of the Printer and cannot be moved out to the center of the Print Platen, likely it is because the Service Station cannot uncap the Printheads. Do not try to pull on the body of the Carriage. That can damage the Carriage or the Service Station or both. Service may be required to adjust or replace the Service Station and/or related components.

There may be debris or an object in the path of the Carriage. Check the Carriage movement area for obstructions and remove debris that is blocking the Carriage movement. Service may be required to replace the Carriage and/or related components.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 86:11

Explanation

Carriage-axis shutdown (during the carriage movement test).

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 86:13

Explanation

Carriage-Axis shutdown (firmware error).

Recommended action

Follow the instructions below to help solve the issue:
  1. Turn the printer off and allow a few minutes for printer to cool.

  2. Turn on the printer, following initialization attempt to verify printer functionality.

  3. If the error re-appears, upgrade the printer's firmware (if upgrade is available).

    If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 87:13

Explanation

Unable to read the carriage encoder sensor.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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System error 93:10

Explanation

Ink System startup failed.

Recommended action

Turn the printer off and allow a few minutes for printer to cool. Turn the printer on and attempt to verify functionality.

If the problem persists, click on Support at the top of the page for additional HP support and contact options.

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Removing/Installing (formatter card, HP-GL/2 card, Jetdirect print server)

  1. Turn the printer off and unplug the power cord.

  2. Remove the accessory card cover from the back of the printer (right-side of printer looking from the back).

    Figure 1: Removing the card cover

  3. With a flat end screwdriver, unscrew the two screws that attach the Formatter card, HP-GL/2 accessory card, or the Jetdirect print server to the Electronics module.

    Figure 2: Screws securing Formatter card, HP-GL/2 card, or Jetdirect print server

    NOTE: The 500 and 800 series printers have different cards (Formatter, HP-GL/2 accessory, or Jetdirect print server) that may or may not be installed in the printer (optional with some printer models). The preferred slot for the Formatter card and the HP-GL/2 accessory card first slot in the printer (outside slot). The preferred slot for the Jetdirect print server (optional, depending on model) is the inside slot.
    NOTE: The Formatter card, HP-GL/2 accessory card and the Jetdirect print server will work in any slot, as the EIO slots are interchangeable. Therefore, the cards can be swapped with a different slot for additional troubleshooting purposes.
  4. Remove the Formatter card, HP-GL/2 accessory card, or the Jetdirect print server as needed.

    Figure 3: Removing Formatter, HP-GL/2, or Jetdirect print server

  5. Reinstall the applicable card into the necessary slot.

  6. Using the flat ended screwdriver, gently tighten the screws until the card is secure.
    CAUTION: Do not overtighten the screws.
  7. Reinstall the accessory card cover.

  8. Plug the printer's power cord back in.

  9. Turn the printer on and attempt to verify functionality.

Upgrading printer firmware

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Follow these steps to check for the latest firmware updates for your printer using the HP website.

  1. Turn on the printer.

  2. Go to the HP Support Center .

  3. Type your printer model number, and then click Go.

  4. If prompted, select your printer from the list.

  5. Click View and download all drivers, software and firmware for this product.

  6. If prompted, select your printer from the list.

  7. Select your language if necessary, and then click the name of your operating system. A page listing all available downloads displays.

  8. In the Firmware section, click Download. Follow the on-screen instructions to save the file to your computer.

  9. Open the folder where you saved the file (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

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