ISSUE ISSUE DESCRIPTION

Paper jam issue 1.        Printer boots to a paper jam error message.

Paper jam issue 2.        Paper jam in or from a specific tray only.

Paper jam issue 3.        Paper jam near Registration from all trays.

Paper jam issue 4.        Paper jam near Fuser area from all trays.

Paper jam issue 5.        Paper jam near output bin from all trays.

Paper jam issue 6.        Paper jam only while duplexing.

Paper jam issue 6.        Paper jam only while duplexing.

Paper jam issue 7.        Intermittent Paper jam.

No Paper pickup 1.        No response when print command given.

No Paper pickup 2.        No paper Pickup from specific tray.

Print quality issues - Mono 1.        Smudges, Dots, Patches lines on the media

Print quality issues - Mono 2.        Unfused Prints.

Print quality issues - Mono 2.        Unfused Prints.

Print quality issues - Mono 3.       Light, fade or blurred printing.

Print quality issues - Mono 3.       Printing black/grey background

Print quality issues - Color 1.      Print misaligned

Print quality issues - Color 2.     Background/ Tint

Print quality issues - Color 3.    Color mismatch:

Print quality issues - Color 3.    Color mismatch:

Print quality issues - Color 4.    Dots and Smudges

Print quality issues - Color 5.    Light, fade and blurred printing

Print quality issues - Color 6.    Missing color

Print quality issues - Color 1.      Print misaligned

Print quality issues - Color 2.     Background/ Tint

Print quality issues - Color 2.     Background/ Tint

Print quality issues - Color 3.    Color mismatch:

Print quality issues - Color 4.    Dots and Smudges

ADF Issues 1.       ADF No Pickup.

ADF Issues 2.       ADF Multi page pick.

ADF Issues 3.       ADF Paper mispick or jam.

ADF Issues 3.       ADF Paper mispick or jam.

Copy/Scan quality issues 1.      Lines/Streaks while copy

Copy/Scan quality issues 2.      Light copy/scan

Copy/Scan quality issues 3.      Color lines appearing only in scan

Copy/Scan quality issues 4.      Misaligned copy/scan

Control panel issues 1.      Black/Blank/White background control panel

Control panel issues 2.      Control panel not responding 

Control panel issues 3.      Control panel not responding, fluctuating,flickering ,blinking

Control panel issues 3.      Control panel not responding, fluctuating,flickering ,blinking

79 Service error 1.      Error while printer on standalone mode

79 Service error 2.      Error when connected to network

79 Service error 3.      Error when printing PDF /Webpages

Network issues 1.    Printer picks 169.254.XY.YZ IP address

Network issues 2.  Printer picks 0.0.0.0 IP address

Network issues 3.    Unable to print on network:

Connectivity USB 1.     Unable to print on USB

Connectivity USB 2.    USB not detected

Connectivity USB 3.   Walk-up USB printing

Tray settings Load tray X, plain A4 paper

Grinding noise
Clicking noise
Squeaking Noise

Noise issue
 Beeping Noise

Noise issue
CHECKLIST - MANDATORY
·        Error message with description on display
·        Paper jam location
·        Physical paper found – Y/N
·        Sensor blocked – Y/N
·        Paper size and type
·        Printer usage details
·        Supply information - Using HP Genuine cartridge
·        Wise article referred
·        Referred Usage tool
·        Error message on display.
·       Jam from tray X
·        Paper type and paper size used in printer.
·        Pickup roller condition.
·        Printer usage details.
·        Event log details.
·        Wise article referred.
·        Referred Usage tool
·        Error message on display.
·        Paper jam location.
·        Location of leading edge of the paper.
·        Paper type and paper size used in printer.
·        Tray settings configured.
·        Printer usage details.
·        Supply information - Using HP Genuine cartridge.
·        Wise article referred.
·        Referred Usage tool
·        Error message on display.
·        Paper jam location.
·        Location of leading edge of the paper.
·        Paper type and paper size used in printer.
·        Tray settings configured.
·        Printer usage details.
·        Wise article referred.
·        Referred Usage tool
·        Error message on display.
·        Paper jam location.
·        Location of leading edge of the paper.
·        Paper type and paper size used in printer.
·        Tray settings configured.
·        Printer usage details.
·        Supply information - Using HP Genuine cartridge.
·        Wise article referred.
·        Referred Usage tool
·        Error message on display.
·        Paper jam location.
·        Jamming while printing 1 or 2 side
·        Location of leading edge of the paper.
·        Paper type and paper size used in printer.
·        Tray settings configured.
·        Printer usage details.
·        Supply information - Using HP Genuine cartridge.
·        Wise article referred.
·        Referred Usage tool
·        Error message on display.
·        Paper jam location.
·        Location of leading edge of the paper.
·        Paper type and paper size used in printer.
·        Tray settings configured.
·        Pickup roller condition.
·        Printer usage details.
·        Supply information - Using HP Genuine cartridge.
·        Event log details.
·        Wise article referred.
·        Referred Usage tool
·        Effected Tray.
·        Type & Specs of media Used.
·        Media Settings configured for effected tray
·        Page Count of printer.
·        Supply Information
·        Related Wise Doc
·        Referred Usage tool
·        Error Message on Display.
·        Effected Tray.
·        Type & Specs of media Used.
·        Condition of the pickup rollers.
·        Page Count of printer.
·        Supply Information
·        Related Wise Doc
·        Referred Usage tool
·        Does Issue exists on internal page?
·        PQ Sample Collected.
·        Frequency of marks if repetitive defect.
·        Genuine Supplies
·        Cartridge levels.
·        Cartridge Leaks if any.
·        Type & Specs of media Used.
·        Page Count of printer.
·        Half self-test results.
·        Different cartridge if tried.
·        Cleaning page Results.
·        Related Wise Doc
·        Referred Usage tool
·        Does issue exists on internal page?
·        Genuine Supplies
·        Cartridge Leaks if any.
·        Type & Specs of media Used.
·        Tray settings configured.
·        Economode and print density settings.
·        Page Count of printer.
·        Different cartridge if tried.
·        Run Cleaning page.
·        Related Wise Doc
·        Referred Usage tool
·        Does issue exists on internal page?
·        Genuine Supplies
·        Cartridge levels.
·        Type & Specs of media Used.
·        Tray settings configured.
·        Economode and print density settings.
·        Page Count of printer.
·        Half self-test results.
·        Different cartridge if tried.
·        Sample Collected.
·        Run Cleaning page.
·        Related Wise Doc
·        Referred Usage tool
·        Does Issue exists on internal page?
·        Sample Collected.
·        Genuine Supplies
·        Cartridge levels.
·        Cartridge Leaks if any.
·        Page Count of printer.
·        Half self-test results.
·        Different cartridge if tried.
·        Contact Points on cartridge and Printer cleaned
·        Related Wise Doc
·        Referred Usage tool
·        Collect Demo, Supply status and Diagnostic page
·        Check if the cartridges are HP Genuine cartridge.
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Calibration result
·        Issue samples requested
·        Wise article referred
·        Print Supply status and Diagnostic page
·        Supply levels CMYK % & Using HP Genuine cartridges
·        Background tint color – C, M, Y or K?
·        Clean contact points
·        Change effected cartridge
·        Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Print Supply status page and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges
·        PQ troubleshooting status (On Pro Color LJ’s)
·        Change effected color cartridge
·        Media used for printing
·        Full calibration
·        Event log details
·        Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Print Supply status page and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Media used for printing
·        Half test page result
·        Change effected color cartridge
·        Cleaning page and Calibration
·        Physical look of cartridge
·        Cartridge Leakage
·        Repetitive ruler ( If the issue is repetitive marks)
·        Event log details
·         Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Print Supply status page and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Media used for printing
·        Economode and Toner density status
·        Full calibration
·        Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Collect Demo, Supply status and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges.
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Cartridge leakage.
·        Color Calibration.
·        Change with different cartridge (only missing color).
·        Samples requested
·        Printer usage.
·        Wise article referred.
·        Referred Usage tool
·        Collect Demo, Supply status and Diagnostic page
·        Check if the cartridges are HP Genuine cartridge.
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Calibration result
·        Issue samples requested
·        Wise article referred
·        Print Supply status and Diagnostic page
·        Supply levels CMYK % & Using HP Genuine cartridges
·        Background tint color – C, M, Y or K?
·        Clean contact points
·        Change effected cartridge
·        Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Print Supply status page and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges
·        PQ troubleshooting status (On Pro Color LJ’s)
·        Change effected color cartridge
·        Media used for printing
·        Full calibration
·        Event log details
·        Issue samples requested
·        Wise article referred
·        Referred Usage tool
·        Print Supply status page and Diagnostic page
·        CMYK Cartridges % and Using HP Genuine cartridges
·        Print PQ Troubleshooting page ( On Pro Color LJ’s)
·        Media used for printing
·        Half test page result
·        Change effected color cartridge
·        Cleaning page and Calibration
·        Physical look of cartridge

·        Error Message on Display.

·        Copy Check
·        Media Type
·       Document loaded message on display
·       Rollers and the Separation Pad Cleaned
·        Related Wise Doc
·        Referred Usage tool
·        Copy Check
·        Media Type
·       Rollers and the Separation Pad Cleaned
·        Error Message on Display.
·        Related Wise Doc
·        Referred Usage tool
·        Copy Check
·        Media Type
·       Document loaded message on display
·       Rollers and the Separation Pad Cleaned
·        Error Message on Display.
·        Related Wise Doc
·        Referred Usage tool
·        Confirm source ADF or Flatbed
·       Blank Page Scan
·       Clean Scanner glass ( Both glass if Dual scanner head )
·        Firmware Version
·        DPI Settings
·        Related Wise Doc
·        Referred Usage tool
·        Confirm source ADF or Flatbed
·       Clean Scanner glass ( Both glass if Dual scanner head )
·        Firmware Version
·        DPI Settings
·        Related Wise Doc
·        Referred Usage tool
·        Confirm source ADF or Flatbed
·        Firmware Version
·        DPI Settings
·        Check patch availbilty if any
·        Related Wise Doc
·        Referred Usage tool
·        Internal page Status
·        Confirm source ADF or Flatbed
·        Firmware Version
·        Scanner calibration Performed
·        Related Wise Doc
·        Referred Usage tool
·       Does Printer Initialise
·       Does lights glow on printer
·       Confirm Driver test page
·        Check without DIMM
·        Engine test page Printing.
·        Related Wise Doc
·        Referred Usage tool
·       Does Printer Initialise
·       Does lights glow on printer
·       Confirm Driver test page
·        Check without DIMM
·        Engine test page Printing.
·        Related Wise Doc
·        Referred Usage tool
·       Does Printer Initialise
·       Does lights glow on printer
·       Confirm Driver test page
·        Check without DIMM
·        Engine test page Printing.
·        Related Wise Doc
·        Referred Usage tool
·       Perform NVRAM Init
·       If coming to ready upgarde firmware
·        Related Wise Doc
·       Restart the spooler
·       Perform NVRAM Init
·       Set the printer IP to manual and change the printer IP address
·      Set the Network link speed to lower speed
·       Collect Service report and config page 
·       Related Wise Doc
·       Change the Driver settings
·       Related Wise Doc
·        LAN cable connected
·        LAN LED status – green & amber LED
·        Print network summary page
·        I/O Card status = Ready/ Not ready
·        Printer IP address –
·        Printer Subnet mask –
·        Printer Default gateway –
·        Printer IP address config method – DHCP/Manual
·        PC configuration
·        PC IP address-
·        PC Subnet mask-
·        PC Default gateway-
·        NVRAM Initialization - Y/N
·        Printer IP address changed
·        Ping printer IP address ( Ex: ping 192.168.1.12)
·        EWS page status
·        Printer driver port selected –
·        Printed driver test page
·        LAN cable connected
·        LAN LED status – green & amber LED
·        Network summary page printed – Y/N
·        I/O Card status = Ready/ Not ready
·        Printer IP address –
·        Printer Subnet mask –
·        Printer Default gateway –
·        Printer IP address config method – DHCP/Manual
·        PC configuration
·        PC IP address-
·        PC Subnet mask-
·        PC Default gateway-
·        NVRAM Initialization  – Y/N
·        Printer IP address changed
·        Ping printer IP address ( Ex: ping 192.168.1.12)
·        EWS page status
·        Printer driver port selected –
·        Printed driver test page
·        LAN cable connected
·        LAN LED status – green & amber LED
·        Print configuration page and check Embedded Jetdirect page
·        I/O Card status = Ready/ Not ready
·        Printer IP address –
·        Printer Subnet mask –
·        Printer Default gateway –
·        Printer IP address config method – DHCP/Manual
·        PC configuration
·        PC IP address-
·        PC Subnet mask-
·        PC Default gateway-
·        Ping Printer IP address – Reply
·        NVRAM Initialization performed – Y/N
·        EWS page accessible – Y/N
·        Install driver – Port selected
·        Print driver test page
·        Print internal test page – Y/N
·        USB cable specifications
·        USB connected on computer on rear end
·        USB entry found in Device manager – Y/N - Y
·        Device manager status?
·        HP Smart Install feature =Disabled
·        Printer found under IEEE/ USB/Unknown devices
·        USB device drivers updated?
·         Install driver – selecting existing port – USBXXX
·        Print driver test page
·        Print internal test page – Y/N
·        USB cable specifications
·        USB connected on computer on rear end
·        USB entry found in Device manager – Y/N – N
·        Different computer with USB cable checked?
·        Change USB cable and checked
·        Print configuration page
           Adminstration – Walkup USB– Enabled
·        USB Thumb drive filesystem - FAT, FAT 16 or FAT 32
·        Checked supported file format
·        Wise referred -  emr_na-c03248085-2
·        Load tray message from effected tray X
·        Internal test page prints – Y/N
·        Paper tray and options
·        Tray size and Tray Type
·        Tray settings changed on printer
·        Driver test page printed – Y/N
·        Application – Page Layout changed – Y/N
·       Type of noise - Grinding,Gear, Fan noise
·        Noise while printer booting – Y/N
·        Noise while printing – Y/N
·        HP Genuine cartridge used – Y/N