Hi guys am working on the above printer and intermitently shows scanner error 5 and 8. I have cleaned all the optics ,lubricated the scanner rod but runs a few copies.when you switch off and on the machine it keeps,checking for the home position and brings the said errors. However ,when you manually push the scanning cursor to the extreme end,and switch on the scanner comes to the home position and gets ready.Assistance requested.Thanks in advance.
Check by substitution, the scanner home position sensor for defect. A faulty scanner stepper motor could be another culprit. A service manual for the printer, would be of great value if u could lay your hands on one. Good luck.
Re: Help with HP Laserjet M2727nf
This Parts & Service Manual can now be purchased for $12.77 and downloaded immediately after payment from
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Paul@justmanuals.com
you will need to replace the scanner assy and even possibly a formatter board. the stepper motor goes. still not sure if the formatter takes out the scanner..... had times when ive fitted the scanner assy and never went back and at times I've fitted the scanner assy and been back the next day to fit another scanner and a formatter. (just be aware) because I an getting the same scanner error.
Thanks guys for your suggestions i will retry and see the next step.
I haven't had the opportunity to try to disassemble this particular scanner. You'll find that some of these little scanners just are not intended to be disassembled. If you are able to identify a bad HPS, you may be able to substitute a photointerrupter from another part of the machine that does have a part number. For the price of the scanner assembly, your customer may decide it's just not worth fixing. =^..^=
If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=
Now is new service note on LaserJet M2727nf/nfs - for free exchanged unit in Hp service:
For HP and Channel Partner Internal Use
SUPPORT COMMUNICATION - SERVICE ACTION ADVISORY
Document ID: c03128486
Version: 1
HP LaserJet M2727 MFP series - Blank display, Display hangs, Control Panel not Responding, Hangs when Initializing, Scanner Error 5 or Scanner Error 8
Release Date: 2011-12-20
Last Updated: 2011-12-21
--------------------------------------------------------------------------------
DESCRIPTION
Products Affected Product Number(s) Affected Starting Serial Number Ending Serial Number
LJ M2727, CB532A Not Applicable Not Applicable
LJ M2727nfs, CB533A Not Applicable Not Applicable
HP has an ongoing issue with M2727 formatter board failures that may affect ANY unit (NEW, REFURBISHED, or previously REPAIRED). HP is currently screening new and refurbished formatter boards in hopes of catching the bad ones. The screening process is not perfect and some defective boards may continue to be installed in new and refurbished units. Formatter failures will fall into one of the two following categories:
Upon power up, the device may exhibit one or more of the following symptoms:
Blank display
Display hung at “Hewlett-Packard”
Printer will not finish initializing
Control panel will not respond
Formatter problems may also lead to Scanner failure. If the device is able to boot, Scanner failure will exhibit one of the following symptoms:
Scanner Error 5 is displayed.
Scanner Error 8 is displayed.
Scanner Error 5 and 8 Details:
Scanner Error 5 - Scanner unable to find Calibration Label prior to Copy or Scan Job.
Scanner Error 8 – Scanner unable to find Calibration Label after Copy or Scan Job.
The Scanner must be able to find ‘home’ (calibration label) before and after Scan/Copy jobs or one of the above errors will be displayed. On a normal working unit, these error messages may appear after the useful life of the scanner has been exceeded (up to 15k jobs from the flatbed).
In the case of this Service Advisory, the error is due to a bad formatter board that causes the scanner motor to prematurely stop working and triggering either a Scanner Error 5 or 8.
Troubleshooting for Level 1 Agents
Power cycle the device.
If the error condition is still not resolved then proceed to the Scope section below.
SCOPE
HP is extending the 1 year Formatter and Scanner Sub Assembly warranties to 2 years from date of purchase.
Level 1 Agents – Do your best to determine if the failing printer is within or near 2 years from date of purchase. If so, and the failing printer exhibits one of the above mentioned symptoms, follow your regional process to elevate the case for product replacement.
Level 2 Agents – Present the below options to the customer.
RESOLUTION
RESOLUTION (Level 2 - Customer Satisfaction) ONLY
Troubleshooting for Level 2 Agents - Customer Satisfaction ONLY
For customers that have products that exhibit the symptoms listed above, HP will replace the product with a new one. Offer the customer one of the following options:
Replace the defective unit with a NEW HP LaserJet Pro M1536 MFP (monochrome). (See ‘PRODUCT COMPARISON CHART’ below.)
Replace the defective unit with a NEW HP LaserJet M2727. (HP cannot guarantee replacement M2727 will not again fail for same reason. The new unit will, however, be covered by standard 1 year warranty and this Service Advisory.)
NOTE: NEW products shipped to customers will retain the entire new product warranty. (One Year for either of the above listed products.)
Product Comparison Chart (Quick Reference for Level 2 Support)
M1536dnf M2727nf
Support Model Express Exchange Only Return to Bench (Repair)
Functions Print, duplex, copy, scan, fax Print, duplex, copy, scan, fax
Black Print Speed Up to 26 ppm Up to 27 ppm
Black Print Resolution Up to 600 x 600 x 2 dpi Up to 1200 x 1200 dpi
Duplex Printing Automatic (standard) Automatic (standard)
Display 2-line LCD (text) 2.5-in LCD (text)
Print Technology HP FastRes 1200 REt, HP FastRes, HP ProRes 1200, HP TrueRes
Printer Memory 128 MB 64 MB
Processor 500 MHz Freescale Coldfire V5X processor 450 MHz Motorola Coldfire V5e
SCAN
Black Scan Speed Up to 26 ppm Up to 3 ppm
Color Scan Speed Up to 15 ppm Up to 3 ppm
Scanner Resolution Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi
Scanner Bit Depth 24-bit 24-bit
Maximum document scan size ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in
Scanner input type Flatbed, ADF Flatbed, ADF
COPY
Copy Speed Up to 26 cpm
(single sheet on flatbed, multiple copies) Up to 27 cpm
(single sheet on flatbed, multiple copies)
Maximum number of copies Up to 99 copies Up to 99 copies
Copy scaling 25 to 400% 25 to 400%
FAX
Fax transmission speed 3 sec per page 3 sec per page
Fax resolution Up to 300 x 300 dpi
(halftone enabled) Up to 300 x 300 dpi
(halftone enabled)
Incoming fax memory Up to 400 pages Up to 600 pages
Fax speed dials Up to 120 numbers
(119 group dials) Up to 120 numbers
(119 group dials)
PAPER
Supported paper sizes Letter, Legal, A4, Executive, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in) Letter, Legal, A4, Executive, A3, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in)
Duty Cycle Up to 8,000 pages (printer) Up to 15,000 pages (printer)
Paper handling (Input) Priority Input Slot: 10 sheets
Tray 1: 250 sheets
ADF: 35 sheets Tray 1: 50 sheets
Tray 2: 250 sheets
ADF: 50 sheets
Recommended monthly volume 500 to 2000 750 to 3000
CONNECTIVITY
Networking Standard (built-in Ethernet) Standard (built-in Ethernet)
Wireless Capability No No
Connectivity 1 USB
1 Ethernet
2 RJ-11 fax ports 1 USB
1 Ethernet
2 RJ-11 fax ports
HP ePrint capability Yes No
Mobile printing capability HP ePrint, Apple AirPrint™ N/A
Parts Required
Replacement Part Number Quantity Description
Country Specific 1 NEW HP LaserJet Pro M1536 MFP
Country Specific 1 NEW HP LaserJet M2727 MFP
SERVICE ACTION
Ensure the unit in question meets the criteria of this Service Advisory:
Unit displays or exhibits one of the listed error messages or behaviors.
Unit was purchased 2 years ago or less.
If both A and B are met, replace the defective unit with one of the customer chosen NEW printers and mark the CSO as a Service Advisory.
NOTE: Do not repair a M2727 exhibiting any of the symptoms listed in this Service Advisory. HP cannot guarantee that replacement formatter boards (new or refurbished) will not cause unit to fail again.
Recommended Action: Refer to Resolution
Objective: Recommended Modification
LABOR ALLOWED
Hours: 0
Minutes: 0
Service Delivery Type: HP Site
EFFECTIVE DATES
Start: 2012-01-01
Expiration: 2012-12-31
WARRANTY COVERAGE
Labor Covered: By Warranty
Parts Covered: By Warranty
Travel Covered: By Warranty
PARTS LOGISTICS
Parts Strategy: Standard Support Process
Service Inventory: Return
Used Parts: Return
--------------------------------------------------------------------------------
Hardware Platforms Affected: HP LaserJet M2727 Multifunction Printer series
Components Affected: Not Applicable
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Third Party Products Affected: Not Applicable
Geographies Affected: Asia Pacific and Japan, Europe/Middle East/Africa, Latin America, Canada, United States
Support Communication Cross Reference ID: IA03128486
©Copyright 2011 Hewlett-Packard Development Company, L.P.
Now is new service note on LaserJet M2727nf/nfs - for free exchanged unit in Hp service:
For HP and Channel Partner Internal Use
SUPPORT COMMUNICATION - SERVICE ACTION ADVISORY
Document ID: c03128486
Version: 1
HP LaserJet M2727 MFP series - Blank display, Display hangs, Control Panel not Responding, Hangs when Initializing, Scanner Error 5 or Scanner Error 8
Release Date: 2011-12-20
Last Updated: 2011-12-21
--------------------------------------------------------------------------------
DESCRIPTION
Products Affected Product Number(s) Affected Starting Serial Number Ending Serial Number
LJ M2727, CB532A Not Applicable Not Applicable
LJ M2727nfs, CB533A Not Applicable Not Applicable
HP has an ongoing issue with M2727 formatter board failures that may affect ANY unit (NEW, REFURBISHED, or previously REPAIRED). HP is currently screening new and refurbished formatter boards in hopes of catching the bad ones. The screening process is not perfect and some defective boards may continue to be installed in new and refurbished units. Formatter failures will fall into one of the two following categories:
Upon power up, the device may exhibit one or more of the following symptoms:
Blank display
Display hung at “Hewlett-Packard”
Printer will not finish initializing
Control panel will not respond
Formatter problems may also lead to Scanner failure. If the device is able to boot, Scanner failure will exhibit one of the following symptoms:
Scanner Error 5 is displayed.
Scanner Error 8 is displayed.
Scanner Error 5 and 8 Details:
Scanner Error 5 - Scanner unable to find Calibration Label prior to Copy or Scan Job.
Scanner Error 8 – Scanner unable to find Calibration Label after Copy or Scan Job.
The Scanner must be able to find ‘home’ (calibration label) before and after Scan/Copy jobs or one of the above errors will be displayed. On a normal working unit, these error messages may appear after the useful life of the scanner has been exceeded (up to 15k jobs from the flatbed).
In the case of this Service Advisory, the error is due to a bad formatter board that causes the scanner motor to prematurely stop working and triggering either a Scanner Error 5 or 8.
Troubleshooting for Level 1 Agents
Power cycle the device.
If the error condition is still not resolved then proceed to the Scope section below.
SCOPE
HP is extending the 1 year Formatter and Scanner Sub Assembly warranties to 2 years from date of purchase.
Level 1 Agents – Do your best to determine if the failing printer is within or near 2 years from date of purchase. If so, and the failing printer exhibits one of the above mentioned symptoms, follow your regional process to elevate the case for product replacement.
Level 2 Agents – Present the below options to the customer.
RESOLUTION
RESOLUTION (Level 2 - Customer Satisfaction) ONLY
Troubleshooting for Level 2 Agents - Customer Satisfaction ONLY
For customers that have products that exhibit the symptoms listed above, HP will replace the product with a new one. Offer the customer one of the following options:
Replace the defective unit with a NEW HP LaserJet Pro M1536 MFP (monochrome). (See ‘PRODUCT COMPARISON CHART’ below.)
Replace the defective unit with a NEW HP LaserJet M2727. (HP cannot guarantee replacement M2727 will not again fail for same reason. The new unit will, however, be covered by standard 1 year warranty and this Service Advisory.)
NOTE: NEW products shipped to customers will retain the entire new product warranty. (One Year for either of the above listed products.)
Product Comparison Chart (Quick Reference for Level 2 Support)
M1536dnf M2727nf
Support Model Express Exchange Only Return to Bench (Repair)
Functions Print, duplex, copy, scan, fax Print, duplex, copy, scan, fax
Black Print Speed Up to 26 ppm Up to 27 ppm
Black Print Resolution Up to 600 x 600 x 2 dpi Up to 1200 x 1200 dpi
Duplex Printing Automatic (standard) Automatic (standard)
Display 2-line LCD (text) 2.5-in LCD (text)
Print Technology HP FastRes 1200 REt, HP FastRes, HP ProRes 1200, HP TrueRes
Printer Memory 128 MB 64 MB
Processor 500 MHz Freescale Coldfire V5X processor 450 MHz Motorola Coldfire V5e
SCAN
Black Scan Speed Up to 26 ppm Up to 3 ppm
Color Scan Speed Up to 15 ppm Up to 3 ppm
Scanner Resolution Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi
Scanner Bit Depth 24-bit 24-bit
Maximum document scan size ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in
Scanner input type Flatbed, ADF Flatbed, ADF
COPY
Copy Speed Up to 26 cpm
(single sheet on flatbed, multiple copies) Up to 27 cpm
(single sheet on flatbed, multiple copies)
Maximum number of copies Up to 99 copies Up to 99 copies
Copy scaling 25 to 400% 25 to 400%
FAX
Fax transmission speed 3 sec per page 3 sec per page
Fax resolution Up to 300 x 300 dpi
(halftone enabled) Up to 300 x 300 dpi
(halftone enabled)
Incoming fax memory Up to 400 pages Up to 600 pages
Fax speed dials Up to 120 numbers
(119 group dials) Up to 120 numbers
(119 group dials)
PAPER
Supported paper sizes Letter, Legal, A4, Executive, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in) Letter, Legal, A4, Executive, A3, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in)
Duty Cycle Up to 8,000 pages (printer) Up to 15,000 pages (printer)
Paper handling (Input) Priority Input Slot: 10 sheets
Tray 1: 250 sheets
ADF: 35 sheets Tray 1: 50 sheets
Tray 2: 250 sheets
ADF: 50 sheets
Recommended monthly volume 500 to 2000 750 to 3000
CONNECTIVITY
Networking Standard (built-in Ethernet) Standard (built-in Ethernet)
Wireless Capability No No
Connectivity 1 USB
1 Ethernet
2 RJ-11 fax ports 1 USB
1 Ethernet
2 RJ-11 fax ports
HP ePrint capability Yes No
Mobile printing capability HP ePrint, Apple AirPrint™ N/A
Parts Required
Replacement Part Number Quantity Description
Country Specific 1 NEW HP LaserJet Pro M1536 MFP
Country Specific 1 NEW HP LaserJet M2727 MFP
SERVICE ACTION
Ensure the unit in question meets the criteria of this Service Advisory:
Unit displays or exhibits one of the listed error messages or behaviors.
Unit was purchased 2 years ago or less.
If both A and B are met, replace the defective unit with one of the customer chosen NEW printers and mark the CSO as a Service Advisory.
NOTE: Do not repair a M2727 exhibiting any of the symptoms listed in this Service Advisory. HP cannot guarantee that replacement formatter boards (new or refurbished) will not cause unit to fail again.
Recommended Action: Refer to Resolution
Objective: Recommended Modification
LABOR ALLOWED
Hours: 0
Minutes: 0
Service Delivery Type: HP Site
EFFECTIVE DATES
Start: 2012-01-01
Expiration: 2012-12-31
WARRANTY COVERAGE
Labor Covered: By Warranty
Parts Covered: By Warranty
Travel Covered: By Warranty
PARTS LOGISTICS
Parts Strategy: Standard Support Process
Service Inventory: Return
Used Parts: Return
--------------------------------------------------------------------------------
Hardware Platforms Affected: HP LaserJet M2727 Multifunction Printer series
Components Affected: Not Applicable
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Third Party Products Affected: Not Applicable
Geographies Affected: Asia Pacific and Japan, Europe/Middle East/Africa, Latin America, Canada, United States
Support Communication Cross Reference ID: IA03128486
©Copyright 2011 Hewlett-Packard Development Company, L.P.
New service note:
For HP and Channel Partner Internal Use
SUPPORT COMMUNICATION - SERVICE ACTION ADVISORY
Document ID: c03128486
Version: 1
HP LaserJet M2727 MFP series - Blank display, Display hangs, Control Panel not Responding, Hangs when Initializing, Scanner Error 5 or Scanner Error 8
Release Date: 2011-12-20
Last Updated: 2011-12-21
--------------------------------------------------------------------------------
DESCRIPTION
Products Affected Product Number(s) Affected Starting Serial Number Ending Serial Number
LJ M2727, CB532A Not Applicable Not Applicable
LJ M2727nfs, CB533A Not Applicable Not Applicable
HP has an ongoing issue with M2727 formatter board failures that may affect ANY unit (NEW, REFURBISHED, or previously REPAIRED). HP is currently screening new and refurbished formatter boards in hopes of catching the bad ones. The screening process is not perfect and some defective boards may continue to be installed in new and refurbished units. Formatter failures will fall into one of the two following categories:
Upon power up, the device may exhibit one or more of the following symptoms:
Blank display
Display hung at “Hewlett-Packard”
Printer will not finish initializing
Control panel will not respond
Formatter problems may also lead to Scanner failure. If the device is able to boot, Scanner failure will exhibit one of the following symptoms:
Scanner Error 5 is displayed.
Scanner Error 8 is displayed.
Scanner Error 5 and 8 Details:
Scanner Error 5 - Scanner unable to find Calibration Label prior to Copy or Scan Job.
Scanner Error 8 – Scanner unable to find Calibration Label after Copy or Scan Job.
The Scanner must be able to find ‘home’ (calibration label) before and after Scan/Copy jobs or one of the above errors will be displayed. On a normal working unit, these error messages may appear after the useful life of the scanner has been exceeded (up to 15k jobs from the flatbed).
In the case of this Service Advisory, the error is due to a bad formatter board that causes the scanner motor to prematurely stop working and triggering either a Scanner Error 5 or 8.
Troubleshooting for Level 1 Agents
Power cycle the device.
If the error condition is still not resolved then proceed to the Scope section below.
SCOPE
HP is extending the 1 year Formatter and Scanner Sub Assembly warranties to 2 years from date of purchase.
Level 1 Agents – Do your best to determine if the failing printer is within or near 2 years from date of purchase. If so, and the failing printer exhibits one of the above mentioned symptoms, follow your regional process to elevate the case for product replacement.
Level 2 Agents – Present the below options to the customer.
RESOLUTION
RESOLUTION (Level 2 - Customer Satisfaction) ONLY
Troubleshooting for Level 2 Agents - Customer Satisfaction ONLY
For customers that have products that exhibit the symptoms listed above, HP will replace the product with a new one. Offer the customer one of the following options:
Replace the defective unit with a NEW HP LaserJet Pro M1536 MFP (monochrome). (See ‘PRODUCT COMPARISON CHART’ below.)
Replace the defective unit with a NEW HP LaserJet M2727. (HP cannot guarantee replacement M2727 will not again fail for same reason. The new unit will, however, be covered by standard 1 year warranty and this Service Advisory.)
NOTE: NEW products shipped to customers will retain the entire new product warranty. (One Year for either of the above listed products.)
Product Comparison Chart (Quick Reference for Level 2 Support)
M1536dnf M2727nf
Support Model Express Exchange Only Return to Bench (Repair)
Functions Print, duplex, copy, scan, fax Print, duplex, copy, scan, fax
Black Print Speed Up to 26 ppm Up to 27 ppm
Black Print Resolution Up to 600 x 600 x 2 dpi Up to 1200 x 1200 dpi
Duplex Printing Automatic (standard) Automatic (standard)
Display 2-line LCD (text) 2.5-in LCD (text)
Print Technology HP FastRes 1200 REt, HP FastRes, HP ProRes 1200, HP TrueRes
Printer Memory 128 MB 64 MB
Processor 500 MHz Freescale Coldfire V5X processor 450 MHz Motorola Coldfire V5e
SCAN
Black Scan Speed Up to 26 ppm Up to 3 ppm
Color Scan Speed Up to 15 ppm Up to 3 ppm
Scanner Resolution Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi
Scanner Bit Depth 24-bit 24-bit
Maximum document scan size ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in
Scanner input type Flatbed, ADF Flatbed, ADF
COPY
Copy Speed Up to 26 cpm
(single sheet on flatbed, multiple copies) Up to 27 cpm
(single sheet on flatbed, multiple copies)
Maximum number of copies Up to 99 copies Up to 99 copies
Copy scaling 25 to 400% 25 to 400%
FAX
Fax transmission speed 3 sec per page 3 sec per page
Fax resolution Up to 300 x 300 dpi
(halftone enabled) Up to 300 x 300 dpi
(halftone enabled)
Incoming fax memory Up to 400 pages Up to 600 pages
Fax speed dials Up to 120 numbers
(119 group dials) Up to 120 numbers
(119 group dials)
PAPER
Supported paper sizes Letter, Legal, A4, Executive, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in) Letter, Legal, A4, Executive, A3, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in)
Duty Cycle Up to 8,000 pages (printer) Up to 15,000 pages (printer)
Paper handling (Input) Priority Input Slot: 10 sheets
Tray 1: 250 sheets
ADF: 35 sheets Tray 1: 50 sheets
Tray 2: 250 sheets
ADF: 50 sheets
Recommended monthly volume 500 to 2000 750 to 3000
CONNECTIVITY
Networking Standard (built-in Ethernet) Standard (built-in Ethernet)
Wireless Capability No No
Connectivity 1 USB
1 Ethernet
2 RJ-11 fax ports 1 USB
1 Ethernet
2 RJ-11 fax ports
HP ePrint capability Yes No
Mobile printing capability HP ePrint, Apple AirPrint™ N/A
Parts Required
Replacement Part Number Quantity Description
Country Specific 1 NEW HP LaserJet Pro M1536 MFP
Country Specific 1 NEW HP LaserJet M2727 MFP
SERVICE ACTION
Ensure the unit in question meets the criteria of this Service Advisory:
Unit displays or exhibits one of the listed error messages or behaviors.
Unit was purchased 2 years ago or less.
If both A and B are met, replace the defective unit with one of the customer chosen NEW printers and mark the CSO as a Service Advisory.
NOTE: Do not repair a M2727 exhibiting any of the symptoms listed in this Service Advisory. HP cannot guarantee that replacement formatter boards (new or refurbished) will not cause unit to fail again.
Recommended Action: Refer to Resolution
Objective: Recommended Modification
LABOR ALLOWED
Hours: 0
Minutes: 0
Service Delivery Type: HP Site
EFFECTIVE DATES
Start: 2012-01-01
Expiration: 2012-12-31
WARRANTY COVERAGE
Labor Covered: By Warranty
Parts Covered: By Warranty
Travel Covered: By Warranty
PARTS LOGISTICS
Parts Strategy: Standard Support Process
Service Inventory: Return
Used Parts: Return
--------------------------------------------------------------------------------
Hardware Platforms Affected: HP LaserJet M2727 Multifunction Printer series
Components Affected: Not Applicable
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Third Party Products Affected: Not Applicable
Geographies Affected: Asia Pacific and Japan, Europe/Middle East/Africa, Latin America, Canada, United States
Support Communication Cross Reference ID: IA03128486
©Copyright 2011 Hewlett-Packard Development Company, L.P.
New service note:
For HP and Channel Partner Internal Use
SUPPORT COMMUNICATION - SERVICE ACTION ADVISORY
Document ID: c03128486
Version: 1
HP LaserJet M2727 MFP series - Blank display, Display hangs, Control Panel not Responding, Hangs when Initializing, Scanner Error 5 or Scanner Error 8
Release Date: 2011-12-20
Last Updated: 2011-12-21
DESCRIPTION
Products Affected Product Number(s) Affected Starting Serial Number Ending Serial Number
LJ M2727, CB532A Not Applicable Not Applicable
LJ M2727nfs, CB533A Not Applicable Not Applicable
HP has an ongoing issue with M2727 formatter board failures that may affect ANY unit (NEW, REFURBISHED, or previously REPAIRED). HP is currently screening new and refurbished formatter boards in hopes of catching the bad ones. The screening process is not perfect and some defective boards may continue to be installed in new and refurbished units. Formatter failures will fall into one of the two following categories:
Upon power up, the device may exhibit one or more of the following symptoms:
Blank display
Display hung at “Hewlett-Packard”
Printer will not finish initializing
Control panel will not respond
Formatter problems may also lead to Scanner failure. If the device is able to boot, Scanner failure will exhibit one of the following symptoms:
Scanner Error 5 is displayed.
Scanner Error 8 is displayed.
Scanner Error 5 and 8 Details:
Scanner Error 5 - Scanner unable to find Calibration Label prior to Copy or Scan Job.
Scanner Error 8 – Scanner unable to find Calibration Label after Copy or Scan Job.
The Scanner must be able to find ‘home’ (calibration label) before and after Scan/Copy jobs or one of the above errors will be displayed. On a normal working unit, these error messages may appear after the useful life of the scanner has been exceeded (up to 15k jobs from the flatbed).
In the case of this Service Advisory, the error is due to a bad formatter board that causes the scanner motor to prematurely stop working and triggering either a Scanner Error 5 or 8.
Troubleshooting for Level 1 Agents
Power cycle the device.
If the error condition is still not resolved then proceed to the Scope section below.
SCOPE
HP is extending the 1 year Formatter and Scanner Sub Assembly warranties to 2 years from date of purchase.
Level 1 Agents – Do your best to determine if the failing printer is within or near 2 years from date of purchase. If so, and the failing printer exhibits one of the above mentioned symptoms, follow your regional process to elevate the case for product replacement.
Level 2 Agents – Present the below options to the customer.
RESOLUTION
RESOLUTION (Level 2 - Customer Satisfaction) ONLY
Troubleshooting for Level 2 Agents - Customer Satisfaction ONLY
For customers that have products that exhibit the symptoms listed above, HP will replace the product with a new one. Offer the customer one of the following options:
Replace the defective unit with a NEW HP LaserJet Pro M1536 MFP (monochrome). (See ‘PRODUCT COMPARISON CHART’ below.)
Replace the defective unit with a NEW HP LaserJet M2727. (HP cannot guarantee replacement M2727 will not again fail for same reason. The new unit will, however, be covered by standard 1 year warranty and this Service Advisory.)
NOTE: NEW products shipped to customers will retain the entire new product warranty. (One Year for either of the above listed products.)
Product Comparison Chart (Quick Reference for Level 2 Support)
M1536dnf M2727nf
Support Model Express Exchange Only Return to Bench (Repair)
Functions Print, duplex, copy, scan, fax Print, duplex, copy, scan, fax
Black Print Speed Up to 26 ppm Up to 27 ppm
Black Print Resolution Up to 600 x 600 x 2 dpi Up to 1200 x 1200 dpi
Duplex Printing Automatic (standard) Automatic (standard)
Display 2-line LCD (text) 2.5-in LCD (text)
Print Technology HP FastRes 1200 REt, HP FastRes, HP ProRes 1200, HP TrueRes
Printer Memory 128 MB 64 MB
Processor 500 MHz Freescale Coldfire V5X processor 450 MHz Motorola Coldfire V5e
SCAN
Black Scan Speed Up to 26 ppm Up to 3 ppm
Color Scan Speed Up to 15 ppm Up to 3 ppm
Scanner Resolution Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi Optical: Up to 1200 dpi
Enhanced: Up to 19,200 dpi
Scanner Bit Depth 24-bit 24-bit
Maximum document scan size ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in ADF: 8.5 x 14 in
Flatbed: 8.5 x 11.7 in
Scanner input type Flatbed, ADF Flatbed, ADF
COPY
Copy Speed Up to 26 cpm
(single sheet on flatbed, multiple copies) Up to 27 cpm
(single sheet on flatbed, multiple copies)
Maximum number of copies Up to 99 copies Up to 99 copies
Copy scaling 25 to 400% 25 to 400%
FAX
Fax transmission speed 3 sec per page 3 sec per page
Fax resolution Up to 300 x 300 dpi
(halftone enabled) Up to 300 x 300 dpi
(halftone enabled)
Incoming fax memory Up to 400 pages Up to 600 pages
Fax speed dials Up to 120 numbers
(119 group dials) Up to 120 numbers
(119 group dials)
PAPER
Supported paper sizes Letter, Legal, A4, Executive, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in) Letter, Legal, A4, Executive, A3, A5, A6, B5 (JIS), 16k, 8.5x13Custom sizes:
Minimum: 76 x 127 mm (3 x 5 in)
Maximum: 216 x 356 mm (8.5 x 14.0 in)
Duty Cycle Up to 8,000 pages (printer) Up to 15,000 pages (printer)
Paper handling (Input) Priority Input Slot: 10 sheets
Tray 1: 250 sheets
ADF: 35 sheets Tray 1: 50 sheets
Tray 2: 250 sheets
ADF: 50 sheets
Recommended monthly volume 500 to 2000 750 to 3000
CONNECTIVITY
Networking Standard (built-in Ethernet) Standard (built-in Ethernet)
Wireless Capability No No
Connectivity 1 USB
1 Ethernet
2 RJ-11 fax ports 1 USB
1 Ethernet
2 RJ-11 fax ports
HP ePrint capability Yes No
Mobile printing capability HP ePrint, Apple AirPrint™ N/A
Parts Required
Replacement Part Number Quantity Description
Country Specific 1 NEW HP LaserJet Pro M1536 MFP
Country Specific 1 NEW HP LaserJet M2727 MFP
SERVICE ACTION
Ensure the unit in question meets the criteria of this Service Advisory:
Unit displays or exhibits one of the listed error messages or behaviors.
Unit was purchased 2 years ago or less.
If both A and B are met, replace the defective unit with one of the customer chosen NEW printers and mark the CSO as a Service Advisory.
NOTE: Do not repair a M2727 exhibiting any of the symptoms listed in this Service Advisory. HP cannot guarantee that replacement formatter boards (new or refurbished) will not cause unit to fail again.
EFFECTIVE DATES
Start: 2012-01-01
Expiration: 2012-12-31
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