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HP LaserJet Enterprise M604

Troubleshooting 01. Solve problems checklist

If the printer is not correctly functioning, complete the steps (in the order given) in the following checklist. If the printer fails a checklist step, follow the corresponding troubleshooting suggestions for that step. If a checklist step resolves the problem, skip the remaining checklist items.

  1. If the control panel is blank or black, check the following before proceeding:
    ▪ Check to make sure that the printer is not in Sleep mode (tap the touchscreen control panel or press a button on the LCD control panel).
    ▪ Check the power cable.
    ▪ Check that the power is turned on.
    ▪ Make sure that the line voltage is correct for the printer power configuration. (See the label that is on the back of the printer for voltage requirements.) If a power strip is in use, and its voltage is not within specifications, connect the printer directly into the electrical outlet. If it is already connected into the outlet, try a different outlet.
    If the control panel is not responding to touch (M605x and M606x models), or if it appears black or blank, try the following:
    a. Turn the printer power off, and then on again
    b. Try upgrading the firmware. If the firmware upgrade fails to resolve the problem, and the printer still freezes while in Sleep mode, elevate the case after collecting the following info:
    • Try printing to the printer from a host computer. Does the printer print a page?
    • Is the printer HP Embedded Web Server (EWS) accessible?
    • Turn the printer power off, and then on again. Save the printer diagnostic file.

    To save diagnostic files from a touchscreen control panel
    1. From the Home screen on the printer control panel, scroll to and touch the Backup/Restore button.
    2. Open the following menu:
    • Retrieve Diagnostic Data
    3. Use the down arrow button to scroll to the desired data-saving option, and then touch the Save button.

    To save diagnostic files from a LCD control panel
    1. From the Home screen on the printer control panel, use the down arrow button to scroll to Backup/Restore and then press the OK button.
    2. Use the down arrow button to scroll to Retrieve Diagnostic Data, and then press the OK button.
    3. Use the down arrow button to scroll to the desired data saving options, and then press the OK button.
    c. If the printer did not freeze while in Sleep mode, verify that the control panel is correctly functioning by accessing the control panel diagnostics. See the Control-panel checks section of the printer problem solving manual.
    TIP: The LED on the formatter will blink if the control panel is not detected or the cables are not properly seated.
    If the control panel does not respond to the diagnostic button, try the following:
    • Turn the printer power off.
    • Reseat the cable connections on the bottom of the control-panel assembly.
    • Turn the printer power on, and then check for functionality of the control-panel.
    d. Check the control-panel connectors at the control panel and at the formatter.
    e. If the error persists, replace the control-panel assembly.
  2. The control panel should indicate a Ready, Paused, or Sleep mode on status. If an error message displays, resolve the error.
    • Use the Power-on checks section in the printer troubleshooting service manual to solve the problem.
  3. For network connection errors, check the cables.
    a. Check the network cable connections between the printer and the computer or network port. Make sure that the connections are secure.
    NOTE: The network LEDs should be illuminated and flashing.
    b. Make sure that the cables are not faulty by trying different cables, if possible.
    c. Check the network connection.
  4. Print a configuration page. If the printer is connected to a network, an HP Jetdirect page also prints.

    Print a configuration page from a touchscreen control panel
    a. From the Home screen on the printer control panel, scroll to and touch the Administration button.
    b. Open the following menus:
    • Reports
    • Configuration/Status Pages
    • Configuration Page
    c. Touch Configuration Page to select it.
    TIP: Multiple report pages can be selected, and then printed together.
    d. Touch the Print button to print the pages.

    Print a configuration page from a LCD control panel
    a. From the Home screen on the printer control panel, use the to scroll to Administration, and then press the OK button.
    b. If necessary, use the down arrow button to scroll to Reports, and then press the OK button.
    c. If necessary, use the down arrow button to scroll to Configuration/Status Pages, and then press the OK button.
    d. Use the down arrow button to scroll to Configuration page, and then press the OK button to select it.
    e. Use the up arrow button to scroll to Print, and then press the OK button to print the pages.
    TIP: Multiple report pages can be selected, and then printed together.
    • If the pages do not print, check that at least one tray contains paper.
    TIP: Make sure that the selected paper size and type meet HP specifications. Also open the Trays menu on the printer control panel and verify that the tray is configured correctly for the paper type and size.
    • If the page jams in the printer, follow the instructions on the control panel to clear the jam.
    • If the page does not print correctly, the problem is with the printer hardware.
    • If the page prints correctly, the printer hardware is working. The problem is with the host computer, with the print driver, or with the program.
  5. Print a supplies status page and then check that the maintenance items below are not at their end-oflife.
    TIP: If a maintenance item needs to be replaced, order the part number provided below.

    Print a supplies status page from a touchscreen control panel
    a. From the Home screen on the printer control panel, scroll to and touch the Administration button.
    b. Open the following menus:
    • Reports
    • Configuration/Status Pages
    • Supplies Status Page
    c. Touch the Print button to print the page, and then check the maintenance items (listed below in this step).
    TIP: Multiple report pages can be selected, and then printed together.

    Print a supplies status page from a LCD control panel
    a. From the Home screen on the printer control panel, use the down arrow button to scroll to Administration, and then press the OK button.
    b. If necessary, use the down arrow button to scroll to Reports, and then press the OK button.
    c. If necessary, use the down arrow button to scroll to Configuration/Status Pages, and then press the OK button.
    d. Use the down arrow button to scroll to Supplies Status Page, and then press the OK button to select it.
    e. Use the up arrow button to scroll to Print, and then press the OK button to print the page, and then check the maintenance items (listed below in this step).
    TIP: Multiple report pages can be selected, and then printed together.
    NOTE: HP long-life consumables and maintenance kit life specifications are estimations. Actual individual life/yield during normal use varies depending on usage, environment, media, and other factors. Estimated life is not an implied guarantee or warrantable.
    Fuser kit; estimated life: 225,000 pages
    ◦ F2G76-67901 (110V)
    ◦ F2G77-67901 (220V)
  6. Verify that the correct print driver for this printer is installed. Check the program to make sure that the print driver for this printer is used. The print driver is on the CD that came with the printer, or can be downloaded from this Web site: www.hp.com/support/ljM604, www.hp.com/support/ljM605, www.hp.com/support/ljM606.
  7. Print a short document from a different program that has worked in the past. If this solution works, the problem is with the program. If this solution does not work (the document does not print), complete these steps:
    a. Try printing the job from another computer that has the printer software installed.
    b. If the printer is connected to the network, connect the printer directly to a host computer with a USB cable. Redirect the printer to the correct port, or reinstall the software (make sure to select the new connection type).
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