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Printer Troubleshooting

Quick fixes for the most common HP printer problems and error codes. Still stuck? Book a technician from any answer.

Paper handlingPaper jams (13.xx errors)Paper stops inside the printer or the screen shows a 13.A2, 13.B2 or 13.E1 code.
  1. Turn the printer off and wait one minute so the fuser cools down.
  2. Open the front door and the rear door; pull jammed paper slowly with both hands in the direction of the paper path.
  3. Remove the tray, flex and straighten the stack. Do not fill above the max line and set the guides to the paper size.
  4. Use 70–80 g/m² paper stored in a dry place; damp or curled paper causes repeated jams.
  5. If jams keep coming from the same tray, the pickup roller or separation pad is probably worn – our technician replaces them in one visit.
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Print qualityFaded or light printsText is grey instead of black, or one side of the page is lighter.
  1. Check the toner level on the printer screen or in HP Smart; under 10% means it is time for a new cartridge.
  2. Take the cartridge out and rock it gently from side to side five or six times to spread the toner.
  3. Make sure EconoMode / Draft is off in the driver (Printing Preferences → Paper/Quality).
  4. Print a Print Quality Report from the printer menu to see if the problem is in the cartridge or the printer.
  5. Still light with a new original cartridge? The transfer roller or laser unit may need service.
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Print qualityStreaks, lines or smearsVertical lines, repeating marks or toner that rubs off the paper.
  1. Run the Cleaning Page from the printer menu (Setup → Service → Cleaning Page).
  2. Measure the distance between repeating marks: about 38 mm points to the drum, 56 mm to the fuser, 27 mm to the transfer roller.
  3. Try another cartridge if you have one – most streaks come from a damaged or refilled cartridge.
  4. Toner rubs off with your finger? The fuser is not melting it properly and needs replacement.
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Error codes49.XXXX critical firmware errorThe printer stops with 49.4C02, 49.38.07 or similar and restarts again and again.
  1. Turn the printer off, unplug the network cable and remove any USB stick.
  2. Clear the print queue on all computers – one damaged print job often causes 49 errors.
  3. Turn the printer on without the network cable. If the error is gone, reconnect and print a simple test page.
  4. Update the firmware from the HP support site or ask us to do it during a visit.
  5. Error comes back on its own? The formatter board may be faulty – book a repair visit.
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Error codes50.X fuser errorMessages like 50.2, 50.7 or "Fuser error" – the heating unit has a fault.
  1. Turn the printer off for 20 minutes and plug it directly into a wall socket (no extension or UPS).
  2. Check the power: unstable voltage is the most common cause in offices – a stabiliser helps.
  3. Do not open the fuser area while it is hot.
  4. If the error returns, the fuser needs to be replaced. We stock fusers for most LaserJet models.
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Error codes79 service errorThe printer shows "79 Service error – turn off then on".
  1. Turn off, wait 30 seconds and turn on again.
  2. Remove any extra memory module or hard disk accessory installed recently.
  3. Delete stuck jobs from the queue and update the printer driver to the latest HP version.
  4. If it continues, a technician will test the formatter and memory.
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Toner & inkSupply memory error / cartridge not recognised"10.0004 Supply memory error", "Incompatible cartridge" or "Cartridge problem".
  1. Remove the cartridge and check the orange protective tape and clips are fully removed.
  2. Clean the small gold contacts on the cartridge with a dry lint-free cloth.
  3. Reinsert firmly until it clicks, then close the door.
  4. If a recent firmware update blocks a compatible cartridge, switch "Cartridge Protection" off in the printer web page or use an original HP cartridge.
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Network & Wi-FiPrinter offline / not found on the networkComputers show "Offline" or cannot find the printer after a router change.
  1. Print a Network Configuration page from the printer and note its IP address.
  2. Type that IP address in a browser on the same network – if the printer page opens, the printer is fine.
  3. Restart the router, then the printer, then the computer (in that order).
  4. Give the printer a fixed IP address in the router so it does not change.
  5. Remove and add the printer again in Windows/macOS using the IP address.
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Print qualityGhosting (faint repeated image)A faint copy of the text or image appears lower on the page.
  1. Check the paper type in the driver matches the paper in the tray (plain, heavy, labels).
  2. Try paper from a new ream; very smooth or very rough paper can cause ghosting.
  3. Replace the toner cartridge if it is near the end of its life.
  4. Ghosting on every page usually means the fuser is worn.
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Toner & inkInkjet: missing colours or bandingOfficeJet, Smart Tank or DeskJet prints with gaps, missing colours or white lines.
  1. Run "Clean printhead" from the printer menu or HP Smart – up to two times.
  2. Print a quality diagnostic page and check which colour is missing.
  3. Check ink levels (Smart Tank: the tank windows) and refill or replace.
  4. Printers that stand unused for weeks dry up – print one colour page every week.
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Safety first: switch the printer off before opening it; the fuser area can be very hot.