Knowledge Base
Printer Support
Printer offline or print job stuck in queue?
Use this handy automated Windows tool to diagnose and fix printer problems such as printer offline and print jobs stuck in queue.
What Does Collate Mean When Printing or Photocopying?
In printing terms, the term collate refers to the arranging or re-arranging of pages, art boards or sheets into a predetermined order. Or in short, printing something in order. For photocopiers collated means that every page is printed out in the original order. Whereas uncollated, as you most probably would have guessed, means that pages will print out in number sets.
So to break it down, in collated output, 10 copies of your 12 page document would come out as 10 copies, each with the same page order as the original document.
In uncollated output, 10 copies of the same document would come out as 10 sheets of page one, then 10 sheets of page 2, and so on. Needing manual sorting back into the original page order.
How To Make Your Ink Cartridges Go further.
It is no surprise to people buying printers these days that cheap printers equals expensive ink. Though the deal looks sweet, you will soon be spending much more on ink cartridges then you did on the printer.
What does an ink cartridge really cost?
The price is the obvious thing to look at when determining how much an ink cartridge will cost you at the end of the day. But a more accurate way of finding out the actual cost of the cartridge is by finding out the cost per page. Manufacturers will tell you the average page yield for that particular cartridge on their packaging, and you can also find it online. Just divide the page yield by the price you paid for the cartridge and the answer is your cost per page.
When comparing the CPP (cost per page) of standard yield cartridges as opposed to high yield cartridges you will find that high yield cartridges almost always have a lower CPP. So if you print a lot, I strongly advise buying yourself the high yield version of your cartridges.
If that is not enough on reducing the cost of your ink budget, you cannot get any lower than the cost per page of a re-manufactured ink or toner cartridge. You can easily save up to 50% when using re-manufactured cartridges. These cartridges have been taken apart and get totally refurbished and refilled and come with a satisfaction guarantee.
What is your return policy?
Opened items return policy:
Opened items are non-refundable as our suppliers will not replace or refund opened items. We will, in rare cases, replace such items but will charge a 15% handling fee.
It is your responsibility to ensure you have purchased the correct item before opening it.
Faulty ink or toner return policy:
Suppliers and / or manufacturers will only replace / refund faulty ink or toner cartridges if it can be proven beyond reasonable doubt that the cartridge is at fault. Nine out of ten times the printer is at fault and not the cartridges. We require the original invoice, proof of the fault and packaging to be presented. If all is in order, we will send the faulty item back to the manufacturer for testing. Once they have confirmed your item to be at fault we will then proceed with the refund or exchange.
Unopened items return policy:
Should you have purchased the wrong item and return it within 7 (seven) days accompanied by the original proof of purchase, we will gladly exchange the item, or refund you in full.
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If your HP LaserJet printer has stopped working then it will probably also display an error message. These error messages are there to help you troubleshoot and repair your printers faults. Different models have slightly different wording for the error, but the troubleshooting tips are generally the same.
Error Description:
This is commonly associated with printer cable or driver problems.
Solution:
Turn off the printer and remove the printer cable (USB or I/O cable), then turn it back on. If the printer reports “Ready” then first update the driver, and if not resolved then the printer cable. If there is still an error, there may be a hardware problem.
Error Description:
Your printer has a problem with the toner cartridge chip, which it’s unable to read. This is the electronic information, or e-label, on the print cartridge.
Solution:
First of all try resetting the printer by turning it on and off. If this doesn’t work remove and reinstall the cartridge or replace it. If is still doesn’t work then you may have a hardware fault.
Error Description:
If your printer isn’t out of paper, this probably means there’s a problem with the paper tray or paper sensor.
Solution:
Make sure your printer is on a completely flat surface. Check the paper trays for any damage and clean away any toner build up. If not resolved, check the paper sensor or clean the opto-sensor.
Error Description:
If you printer does have toner cartridges installed correctly, this means either a cover is open or you may have defective cooling fans or PS5 sensors.
Solution:
Check the all toners are installed correctly and that all covers are closed properly. If the problem persists you may have a hardware problem.
Error Description:
Your printer has a paper jam. Paper jams can occur at four stages: pickup, printing, fusing and exit. Modern HP printers will indicate where the jam has occurred. If using thick paper, check the HP paper guide for your printer.
Solution:
Either follow the on screen guidance, if available, or methodically check for the paper jam in the customer accessible areas of the printer. Don’t attempt to use hard implements to remove paper at the risk of damage to the printer and yourself. If the problem persists you may have a hardware failure.
Error Description:
Your printer either doesn’t have a toner cartridge installed or doesn’t recognise one that is.
Solution:
Removing and reinstalling the toner cartridge normally resolves the problem.
Error Description:
This normally means that your toner cartridge is either low on toner or empty. However it may mean that the remaining printer toner isn’t distributed evenly.
Solution:
Try removing the toner cartridge and gently shaking it to evenly distribute the remaining toner. Once depleted, replace the cartridge.
Error Description:
Your print job exceeds the current memory capacity of the printer.
Solution:
You need to reduce the size of your print job. You can try reducing the DPI or unticking the collate option in the printer driver. You can also try making the document or image more simple. Alternatively you can install additional memory if available.
Error Description:
Your print job exceeds the current memory capacity of the printer.
Solution:
You need to reduce the size of your print job. You can try reducing the DPI or unticking the collate option in the printer driver. You can also try making the document or image more simple. Alternatively you can install additional memory of available.
Error Description:
There’s a communication problem between the printer and the computer.
Solution:
Where possible, try connecting to a different port on the computer. Try another cable and make sure the computer is turned on and the cable is fully inserted at both ends. If this doesn’t help there may be a hardware issue.
Error Description:
Too many print jobs have been send to the printer, or the job is too complex for the printer memory to process.
Solution:
You need to reduce the size of your print job. You can try reducing the DPI or unticking the collate option in the printer driver. You can also try making the document or image more simple. Alternatively you can install additional memory if available.
Error Description:
Too many print jobs have been send to the printer, or job is too complex for the printer memory to process.
Solution:
You need to reduce the size of your print job. You can try reducing the DPI or unticking the collate option in the printer driver. You can also try making the document or image more simple. Alternatively you can install additional memory if available.
Error Description:
This is commonly associated with PostScript firmware errors. It may also be triggered by PCL files being sent while the print is in PS mode or a bad PostScript file.
Solution:
Reseat the PostScript SIMM or replace it. Try printing an alternative PostScript file to rule out a bad file.
Error Description:
Your printer’s hard disk drive has crashed.
Solution:
You can normally resolve this by pressing the SELECT button. If it persists you may have a hardware problem.
Error Description:
The connection between the computer and printer has been broken.
Solution:
Check/replace all cables as required. Ensure that any EIO boards are seated properly. If networked, check to ensure the IP settings in the printer and driver haven’t changed and match. You can sometimes press SELECT to continue printing however print data may be lost; simply reprint the missing pages.
Error Description:
The printer has experienced a temporary printer engine error, which can normally be easily resolved.
Solution:
Turn the printer off at the machine, then the mains and leave for 30 seconds. Turn back on and resend the print job if necessary.
Error Description:
There can be a few causes of this error depending on the model, which tend to be associated with firmware errors, cable problems or hardware issues.
Solution:
First try turning the print off and on again. If the problem persists try updating the firmware and replacing the printer communication cables or re-seating memory modules. If unresolved then it is most likely a hardware problem.
Error Description:
The printer fuser is faulty or the supporting circuits or power are at fault. The additional 50.x number indicates:
50.1 Low temperature. Fuser is failing to warm up.
50.2 Warm up failure. The warm-up period timed out. This could be a power supply or firmware issue.
50.3 High temperature. The main thermistor is too hot. Likely to be a control circuit issue.
50.4 Faulty fuser (or Bad AC line voltage). Moderately likely to be bad mains supply (UPS, generator, extensions)
50.5 Inconsistent fuser or Wrong type fuser installed. The printer has detected the wrong fuser.
50.6 Open fuser. Fuser heater cut-off. The fuser possibly overheated.
50.7 Fuser pressure release mechanism failure. Fuser drive motor or the pressure release doesn’t work
50.8 Lower fuser temperature (sub-thermistor). Secondary thermistor detects a fault
50.9 High fuser temperature (sub-thermistor).
Solution:
These faults typically need assistance from an experienced technician.
Error Description:
On older model this normally indicates the tab on the bottom of the cartridge that opens the laser shutter is missing/snapped off. On new models it can be a problem with the whole laser scanner unit.
Solution:
If it’s an older printer then check to see if the tab is missing and if so replace the toner cartridge. New models may need the laser scanner assembly replacing.
Error Description:
The printer uses a polygon mirror to reflect the laser beam across the imaging unit. This error code and HP error codes 52.1 and 52.2 indicate a problem with this process.
Solution:
These faults typically need assistance from an experienced technician.
Error Description:
There are many causes for this error code. On some models it means the protective tape hasn’t been removed from the toner cartridge, which is easily resolved.
Solution:
Check whether protective tape strip has been left on the printer cartridges and remove it, if not then this error code typically requires technical assistance.
Error Description:
Most likely a poor connection between the DC controller and the formatter. Both may have a fault, although this can sometimes be attributed to a faulty fuse, laser assemblies, firmware DIMM or driver problems.
Solution:
These faults typically need assistance from an experienced HP engineer.
Error Description:
This error message can relate to a number of different issues depending upon the model of your HP printer.
Solution:
Try one or more of the following, depending on the model of your HP printer:
1. Make sure all paper trays are correctly installed
2. Reinstall the stacker or staple/stacker
3. You may be trying to incorrectly print transparencies through the duplex unit
4. You may be trying to print envelopes whilst in duplex mode
5. Check the printer’s configuration to ensure it is correct
6. Turn the print off for 30 seconds and turn on again
Error Description:
On modern HP printers this code indicates a failure of one or more fans, on older machines gears seized or memory problems.
Solution:
These faults typically needed assistance from an experienced HP engineer.
Error Description:
There are many causes for this error code, depending upon the model it can mean: environmental sensor error, memory controller problem, fan problem, power problem or DC controller fault.
Solution:
These faults typically needed assistance from an experienced HP engineer.
Error Description:
The printer has a motor error, possibly relating to the main motor, fuser motor, image drum motor or ETC motor. On older models HP error code 59 relates to memory problems.
Solution:
If you have an older model then re-seating or changing the memory may resolve the issue. All new models typically require assistance from an experienced HP engineer.
Error Description:
On new printers this relates to a motorised tray lift error. On older models HP error code 60 relates to memory problems.
Solution:
If you have an older model then re-seating or changing the memory may resolve the issue. All new models with tray lift problems can often be resolved by checking for obstructions such as paperclips or other objects.
Error Description:
Your printer either has improperly fitted or bad memory SIMMs or a defective formatter board.
Solution:
Try simply reseating the memory chips. If this doesn’t work and replacing the chips still doesn’t resolve the problem then you may have to replace the formatter board.
Error Description:
Your printer either has improperly fitted or bad memory SIMMs or a defective formatter board.
Solution:
Try simply re-seating the memory chips. If this doesn’t work and replacing the chips still doesn’t resolve the problem then you may have to replace the formatter board.
Error Description:
Your printer either has improperly fitted or bad memory Simms or a defective formatter board.
Solution:
Try simply re-seating the memory chips. If this doesn’t work and replacing the chips still doesn’t resolve the problem then you may have to replace the formatter board.
Error Description:
Depending up your model this can be a number of different things including: defective D.C. controller, improperly fitted or bad firmware DIMMs or defective formatter board.
Solution:
Turn the printer off at the machine, then the mains and leave for 30 seconds. If the error code still shows, try re-seating the DIMMs and formatter board. If this doesn’t solve the problem then replace the DIMMs and then the formatter board.
Error Description:
Depending up your model this can be a number of different things including: defective D.C. controller, improperly fitted or bad firmware DIMMs or defective formatter board.
Solution:
Turn the printer off at the machine, then the mains and leave for 30 seconds. If the error code still shows, try re-seating the DIMMs and formatter board. If this doesn’t solve the problem then replace the DIMMs and then the formatter board.
Error Description:
This fault means there’s a problem with one or more additional paper or envelope trays or finishing units, such as a staple finisher.
Solution:
Turn the printer off, checking the connections between all the accessories and that they move freely, where applicable. If this doesn’t resolve the problem you may have sensor or board problems that require that attention of an engineer.
Error Description:
Depending up your model this can be a number of different things including: a temporary error, defective paper guide, a break in communication, controller board error or defective SIMMs.
Solution:
Turn off your printer and check that the paper trays are inserted correctly and aren’t damage. Check whether the I/O printer cable is installed correctly and not damaged, perhaps try using a different cable to test. Re-seat any SIMMs or replace if necessary. If a controller board needs replacing you may need an engineer.
Error Description:
The NVRAM is full, meaning some actions can’t be processed.
Solution:
Try resetting the NVRAM. First of all print out a configuration page, you’ll need this to re-enter any details. Now reset by holding down “Reset” or “Cancel Job” for 20 seconds while powered on. Print off a second configuration page and re-enter any details that are missing. If this doesn’t resolve the problem you may need a new formatter board.
Error Description:
The printer has a problem with duplex unit, this is the unit that enables the printer to print double-sided.
Solution:
Check the duplex unit and re-seat and clear any obstructions that may be causing the error. If the error persists you may need a new duplex unit.
Error Description:
Either the SIMM or cartridge installed is incompatible with the printer or the MIO card is faulty (older models).
Solution:
Check the SIMMs or cartridge to ensure they are intended for your machine. Faulty MIO problems are very rare.
Error Description:
Either the SIMM or cartridge installed is incompatible with the printer or the MIO card is faulty (older models).
Solution:
Check the SIMMs or cartridge to ensure they are intended for your machine. Faulty MIO problems are very rare.
Error Description:
Either the font cartridge is defective, or was removed during access, or the formatter board is defective.
Solution:
Turn the printer off and on and see if this resolves the problem. Check the font cartridge is installed correctly. Replace the font cartridge, if unresolved the formatter board may need replacing.
Error Description:
Your printer has a defective accessories of some kind, possibly related to memory, I/O cards or a firmware issue.
Solution:
Update to the latest firmware to rule out this issue. If unresolved, remove all cards/accessories and replace one by one to identify what is at fault.
Error Description:
Your printer has a defective accessory of some kind, possibly related to memory, I/O cards or a firmware issue.
Solution:
Updated to the latest firmware to rule out this issue. If unresolved, remove all cards/accessories and replace one my one to identify what is at fault. If unresolved the formatter board may need replacing.
Error Description:
Your printer has a defective accessory of some kind, possibly related to memory, I/O cards or a firmware issue.
Solution:
Updated to the latest firmware to rule out this issue. If unresolved, remove all cards/accessories and replace one my one to identify what is at fault. If unresolved the formatter board may need replacing.
Error Description:
Your PS ROM may be improperly located or have damaged pins, or may be defective.
Solution:
Firstly turn the printer off and on to see if this resolves the problem. If not then check the PS-ROM for any damage and re-seat. If the problem remains then you may need to replace the PS-ROM.
Error Description:
There has been a flash firmware failure.
Solution:
You need to either update to the latest flash firmware or replace the flash firmware DIMM.