Tech Tip: False 50.2 error on LaserJet CP3505, only on envelopes

[cs_steve]

Hey techs, this is a strange issue that is just getting known, wanted you to be aware ...

The new Color LaserJet CP3505 (similar to the Color LaserJet 3000, 3600, 3800 series) has a firmware bug which can trigger a False "50.2 Fuser Error" when printing envelopes...

If a user gets a steady "50.2 Fuser Error" when trying to print envelopes from the MP tray (envelopes only, not regular paper) -- you should upgrade to the latest firmware ... replacing the fuser will not help :-)

[cormandy]

I purchased the hp cp3505dn back in early 2008 as part of the hp trade-in programme, and I have been dogged by the "50.2 Fuser Error" problem ever since. Specifically, when printing an envelope when the printer is in "sleep mode", the printer receives the print job, wakes up, displays "Processing..." and about 90 to 120 seconds later displays the message "50.2 fuser error".

The message appears regardless of firmware version, and was still happening with the latest cp3505 firmware as of July 2009 (CLJCP3505fw_win_03_021_2.exe 20090604 03.021.2).

After 2 other unrelated calls to hp during the past year for the cp3505dn, I finally raised a call regarding this problem. The solution recommended by the hp call center chap was to change the printer wake-up mode from "save energy" to "faster first page". I even had an hp subcontracted engineer come in and a) confirm the latest firmware and b) change the setting for me.

This appears to have fixed the "50.2 fuser error" when printing envelopes from sleep mode. If it occurs again after making this change, I will update this thread accordingly.

The engineer was on the phone with hp when on site said to me after the call that hp has an internal white paper regarding this issue, which suggests that it is common. I have found at least one other thread about the same issue (and will cross-post this to it). Hope this helps.

- cormandy

[cormandy]

Ops! I spoke/wrote too soon!

After changing the setting to "FASTER FIRST PAGE" the "50.2 fuser error" occurred again!

Interestingly, if the printer recently entered sleep mode (e.g. within 5 minutes), it will sucessfully print an envelope upon waking from sleep mode. However, if the printer has been asleep for at least an hour, it will not print and instead report the "50.2 fuser error".

I just got off the phone with hp, who have decided to replace the fuser. A new fuser will be posted to me, but as suggested at the top of this thread, it may not resolve the issue.

Will update the thread once I install the new fuser and test.

[cs_steve]

I would suggest upgrading the firmware again --> The firmware upgrade might not have "took". Upgrading the firmware can be tricky even for experienced computer techs as it is not always an "intuitive" process ... there are several ways you can upgrade the firmware: through a DOS command prompt, through FTP, or through the JetDirect interface in a browser window ... if the firmware upgrade doesn't take one way, you might have to try it another way ...

You can print a Configuration page from the Information menu, and that printout will list your current Firmware version.

I would suggest having someone who is extremely familiar with upgrading firmware try once again, as that seems to be where the issue stems from. HP tech support doesn't always know what they're dealing with :-)

[redcow]

It's the DC Controller firmware that has to be at 37 or above.

What happens is the printer starts to process the job, after powering up from a deep sleep, but the DCC firmware is not able to send the request to the LVPS in time to warm up the fuser. 50.2 is displayed indicating that the fuser hasn't reached operating temperature.

[cormandy]

Got it. There is more than one "firmware" update for the printer.

This explains the confusion experienced when dealing with hp.

Last weekend I logged a call online with hp regarding the problem. I received a call at the beginning of the week from the hp call centre; however, I had a hell of a time trying to understand the caller as his english was very poor. He mentioned the firmware update, and I explained that I had applied the latest firmware that was available from the hp website. He then tried to explain that there was some "other firmware" to apply, and that he would schedule a technican to visit and apply the firmware.

After a wednesday no-show, the technician showed up on thursday and confirmed the latest firmware was applied. He then contacted hp and inquired why he even needed to come onsite. There was no mention of the "DC firmware update". The engineer changed the "optimum speed/energy usage" from "save energy" to ""faster first page" and left to his next appointment; and I beleive he felt that his time was wasted (no my problem).

I let the printer sleep for awhile (1 hour) and sure enough the "50.2 fuser error" problem happened again. I opened a new call with hp, and after what seemed like an hour on the phone screwing about, the chap from the call centre (same country, better english) concluded that the fuser needed to be replaced.

A new fuser was couriered out and I installed it last night (Friday). I have since changed the "optimum speed/energy usage" back to "save energy" and let the printer sleep for over an hour. I was able to successfully print a DL envelope from "sleep mode" without seeing the "50.2 fuser error".

Printer info Firmware: 20090604 03.021.2

I am disappointed that this "DC firmware controller update" was somehow missed.

Is there any way that I can get the latest DC firmware for the cp3505dn and install myself? Although the problem has not occured, if it is indeed firmware related, I would prefer to have an up-to-date printer!

- cormandy

[cormandy]

Ahhhhh....

I've had a closer look as the Configuration dump, and even though the Frimware and JetDirect firmware are reporting the expected revision level that is expected with version "03.021.2 (6 Jun 2009)" of the firmware update, the DC Controller is reporting "34".

This is what is HP have included in version "03.021.2 (6 Jun 2009)" for the cp3505:

ACCESSORY FIRMWARE VERSION
HP LJ CP3225 (Datecode: 20090604 03.021.2)
DC Controller: R1.52.0
Embedded JetDirect: V.34.63.FF

Will attempt to re-apply...

[cormandy]

I have applied the firmware update many times, and in different fashions, including FTPing, using the windows update utility and the printer's web interface (file upload), however the "DC Controller" value remains at 34. Should I expect this value to change with the application of the firmware? The firmware readme or the cp3505 indicates a "DC Controller Frimware version of R1.52.0".

Aside from the "DC Controller: 34" in the printed configuration, is there any way to determine the exact DC controller firmware version installed? Downloading the service manuals for the cp3505 now...

[redcow]

I did some checking and the firmware upgrade that you installed included the DC Controller.
Everything that I found shows that the "DC Controller: R1.52.0" is up to date.

When I power up my other computer, I'll recheck that note for the known problem again.

You did good.

[cormandy]

cs_steve: as Phil Hartman would say when playing Ed Mcmahon on SNL in the earlier '90s: "You are correct sir!" (May god rest their souls...)

And to paraphrase a line from the the opening scene of the movie Poltergeist: "it's back!"

The "50.2 Fuser Error" has reappeared when printing an envelope when waking from sleep. This time I left the printer in sleep mode all night and tried printing an envelope in the morning, and sure as eggs is eggs, the envelope failed to print and the "50.2 error message" appeared using the new fuser.

I’m going to raise another call with HP. Heck, I’m going to get my money out of this Care Pack! Will follow up with this thread, and if anyone has any insights into the “DC Controller” firmware issue (e.g. how to verify the version, is it possible to patch separately, etc...) please post.

- cormandy

[MichaelTech]

So, all paper trays print paper fine, but only envelopes have an issue?
Sounds like a timing issue, are the envelopes high quality? Slippage from cheaper ones could be the real bugaboo here. Some errors are reported by the first component to have a problem, but it may go further to another one.
Faster printers have parts wear quicker, and it depends on your print counts as to which should be replaced. A lagging motor, a sticking solonoid flapper, a flag activating too slow can all add to the problems.

[cormandy]

Have now received "50.9 Fuser Error" twice since installing the new fuser! Never had this error with the old one (still have it; not chucking just yet...).

MichaelTech: the paper feeding doesn't even start. Printer is in sleep mode, receives print job, "warms up" for about 120 seconds and then errors. NO PAPER FEEDING action tkes place, and envelope remains in tray 1.

- cormandy

[cs_steve]

Regarding the 50.9 error -- is that a new fuser, or refurb? So far I have never seen the 50.9 from a brand new fuser, only from used fusers and poorly-rebuilt refurb fusers, but never new out of the box ... I'd get a warranty issued on that fuser ; unfortunately the 50.9 error is not tied in with the firmware issue....only the 50.2 error

I don't believe there is a separate way of flashing the DC controller firmware ... it is supposed to upgrade with the regular firmware update ... I don't know if HP will do this -- but since you're sure the firmware is up to date, I would suggest having them replace the DC controller. If you get a new DC controller, it should have the latest firmware on it ... Now all you have to do is talk them into replacing it :-)

[cormandy]

Me again.

I received the fuser from HP, and would not know how to tell if it was refurbished. I would hope that they sent a new one.

Since posting, the printer has deteriorated futher, and I just logged a new call. The printer is now reporting "50.9 fuser errors" all the time.

I put in the old fuser, but I am now getting "STANDARD TOP BIN FULL" messages. Did I screw up the paper tray detector level when replacing the toner?

I have had serious bad luck with this printer! I've owned a couple hp 4000 laserjets (workhorses), and have a 4350 laserjet sitting under my desk on standby. I'm about to give up on the cp3505...

I've raised a call with HP and demanded a new DC controller. Will update this post accordingly.

[cormandy]

After logging call, hp sent a second fuser replacement.

Installed, but as expected this has not fixed the "STANDARD TOP BIN FULL" error messages, which was reported in the call.

Raising another call.

Chris

[cs_steve]

Sounds like the paper flag is stuck on the output bin ... (top of the printer, as the paper exits, plastic flag that is supposed to be "pushed up" as the paper fills up the output bin)

[Arktech]

We have the same issue with an HP CLJ 3800. The printer is receiving a 50.2 error when trying to print a standard envelope for Tray 1. Standard letter paper will pull through the printer fine with no problems. Have replaced the fuser...no change. Installed the latest firmware from HP's website (20080408 46.040.2) retested again this afternoon after firmware was installed and received the same error again. We're going to try replacing the DC Controller Bd according to HP's recommendation and will keep you updated.


:eek:

[Arktech]

Installed a new DC Controller Board....problem still persists. Anyone got any ideas? They would be GLADLY appreciated!

[cormandy]

This printer is cursed. Perhaps I would be better of getting a priest over to the house to perform an exorcism.
Looks like I broke the bin sensor lever when installing the 2nd fuser that hp shipped out. Or was that the 1st fuser? Anyway, have 3 fusers now and a duff paper bin full sensor! This is the second “plastic bit” that has broken on the printer. The first callout to hp was about a year ago when the printer stopped feeding paper properly. I removed the bottom tray to discover a plastic part sitting in the tray!
Updated the case with hp and will update this post once an engineer repairs the printer.
Plugged in the 4350dn and have resumed printing in B&W.

[redcow]

Maybe the printer isn't cursed.
Perhaps the person trying to fix it shouldn't be fixing it.
How do you break the "top bin sensor" when you change a fuser?

Just a thought

[Vikki]

I ran into this problem on the home printer of one of our executives. Happened to find that if you change the print setting from Automatically Select to Manual Print and specify the tray, the envelope prints without the 50.2 fuser error. Very perplexing.

[cormandy]

Hi, me again.

Okay, HP came by the other week and repaired the output bin sensor. NO IDEA how it broke; in fact, the tech could not find the entire broken sensor part! I had been swapping the printer with my 4350dn each time I had issue, and it may have become damaged at this point (stacking boxes on top of printer, etc). Regardless, the sensor is now fixed.

As a general update, the first replacement fuser that hp posted was indeed duff; not only was I still seeing 50.2 fuser errors, I started experiencing the 50.9 fuser errors as well.

Upon receiving a third fuser module and subsequently having the output bin sensor repaired the printer is once again functioning.

I have since been testing envelope printing from sleep mode and optimum speed/energy usage set to "save energy" and it has miraculously worked on both occasions.

I will continue to test throughout the next couple of weeks (wasting many DL envelopes on the process) and will post my results here.

To summarize: the only siginificant change to the 3505dn was to replace the fuser unit. Twice.

- cormandy

[Riles]

Has anyone come up with a complete cure for this slow fuser warmup? I had simply replaced the original fuser due to ghosting on it and now I get the 50.2 error whenever printing envelopes.
I have set the energy save to 'faster first page'...but no help. Firmware is up to date, but as others, the DC controller ver. says 34.

Has HP fixed this???
Thanks

[cs_steve]

There is no "official word" from HP, other than "update your firmware" ... no updates, no hardware revisions ...

Here are all the "solutions" I've heard so far, I'd give each one a try:
--> update the firmware to the latest version, try it several times
--> change the printer wake-up mode from "save energy" to "faster first page"
--> see if you can trick the printer by changing the paper type so the printer believes that something other than envelopes is in the tray
--> in the driver change it from "Automatically Select" (which paper tray) to "Manual Print" and specify the tray
--> replace the fuser