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HP LaserJet Enterprise M600-“13.BY.XY paper jam” or “Size Mismatch” message displays on the printer control panel when attempting to print on self-adhesive paper

February 10, 2020

HP LaserJet Enterprise M600, HP LaserJet Managed E60000 series – A “13.BY.XY paper jam” or “Size Mismatch” message displays on the printer control panel when attempting to print on self-adhesive paper

Issue

A “13.BY.XY paper jam” or “Size Mismatch” error message displays on the printer control panel when attempting to print on self-adhesive paper or on a pressure seal mailer.

In the “13.BY.XY paper jam” error message, the “X” and “Y” characters will be replaced by numeric or alphanumeric values that can be used by call center agents and field technicians to identify the location of the jam. Following are examples of the specific error code that might display on the printer control panel:

• 13.B9.A1

• 13.B2.D2

Affected printers

This issue (and the troubleshooting information below) applies to the following printers:

•HP LaserJet Enterprise M607

• HP LaserJet Enterprise M608

•HP LaserJet Enterprise M609

• HP LaserJet Enterprise MFP M631

•HP LaserJet Enterprise MFP M632

•HP LaserJet Enterprise MFP M633

•HP Color LaserJet Enterprise M652

•HP Color LaserJet Enterprise M653

•HP Color LaserJet Enterprise MFP M681

•HP Color LaserJet Enterprise Flow MFP M682

•HP LaserJet Managed E60055

•HP LaserJet Managed E60065

•HP LaserJet Managed E60075

•HP LaserJet Managed E60155

•HP LaserJet Managed E60165

•HP LaserJet Managed E60175

•HP LaserJet Managed MFP E62555

•HP LaserJet Managed MFP E62565

•HP LaserJet Managed MFP E62575

•HP Color LaserJet Managed E65050

•HP Color LaserJet Managed E65060

•HP Color LaserJet Managed E65150

•HP Color LaserJet Managed E65160

•HP Color LaserJet Managed MFP E67550

•HP Color LaserJet Managed Flow MFP E67560

•HP Color LaserJet Managed MFP E67650

•HP Color LaserJet Managed MFP E67660

Cause

This issue is caused by the changes implemented in the design of the registration assembly from a traditional shutter to a wheel.

note: Although most paper jams occur in the fuser, this is not a fuser jam.

When printing a sheet of paper that contains adhesive, the adhesive on the sheet of paper causes the registration assembly roller to advance before the end of a page. This causes the printer to assume that the paper is printed but the sensors in the paper path trigger a jam as the sheet of paper is still in the registration assembly.

Los Angeles County

Agoura Hills, Alhambra, Arcadia, Artesia, Avalon, Azusa, Baldwin Park, Bell, Bell gardens, Bellflower, Beverly Hills, Burbank, Calabasas, Carson, Cerritos, Claremont, City of Industry, Compton, Covina, Chatsworth, Cudahy, Culver City, Diamond Bar, Downey, Duarte, El Monte, El Segundo, Gardena, Glendale, Glendora, Hawaiian Gardens, Hawthorne, Hermosa Beach, Hidden Hills, Huntington Park, Inglewood, Irwindale, La Cañada Flintridge, La Mirada, La Puente, La Verne, La Habra Heights, Lakewood, Lawndale, Lomita, Long Beach, Los Angeles, Lynwood, Malibu, Manhattan Beach, Maywood, Monrovia, Montebello, Monterey Park, Norwalk, Palos Verdes Estates, Paramount, Pasadena, Pico Rivera, Pomona, Rancho Palos Verdes, Redondo Beach, Rolling Hills, Rolling Hills Estates, Rosemead, San Dimas, San Fernando, San Gabriel, San Marino ,Santa Fe Springs, Santa Monica, Sierra Madre, Signal Hill, South El Monte, South Gate, South Pasadena, Sun Valley, Temple City, Torrance, Vernon, Walnut, West Covina, West Hollywood, Westlake Village, Whittier, Acton, Agua Dulce, Alondra Park, Altadena, Avocado Heights, Castaic, East Los Angeles, East Pasadena, East Rancho Domiguez, East San Gabriel, East Whittier, Elizabeth Lake, Florence-Graham, Green Valley, Hacienda Heights, La Montrose, Lake Hughes, Lake Los Angeles, Marina del Rey, North El Monte, Quartz Hill, Rose Hills, Rowland Heights, San Pasqual, South Monrovia Island, South San Gabriel, South San Jose Hills, South Whittier, Stevenson Ranch, Sun Village, Topanga, Val Verde, Valinda, View Park-Windsor Hills, Walnut Park, West Athens, West Carson, West Puente Valley, Rancho Domiguez, West Whittier, Los Nietos, Westmont, Willow brook, Toluca Lake, CA. Los Angeles Downtown, Los Angeles downtown Party district, Los Angeles downtown candy district, Los Angeles downtown toy district, Los Angeles downtown flower district, Los Angeles downtown fashion district, Los Angeles downtown Jewelry district, Los Angeles downtown arts district, Los Angeles downtown electronic district, Los Angeles downtown little Tokyo district, Los Angeles downtown South Park district, Los Angeles downtown bunker hill district, Los Angeles downtown wholesale district

Orange County

Aliso Viejo, Anaheim, Brea, Buena Park, Costa Mesa, Cypress, Dana Point, Fountain Valley, Fullerton, Garden Grove, Huntington Beach, Irvine, La Habra, La Palma, , Laguna Beach, Laguna Hills, Laguna Niguel, Laguna Woods, Lake Forest, Las Flores, Los Alamitos, Midway City, Mission Viejo, Newport Beach, North Tustin, Orange, Placentia, Rancho Santa Margarita, Rossmoor, San Clemente, San Juan Capistrano, Santa Ana, Seal Beach, Stanton, Tustin, Villa Park, Westminster, Yorba Linda

Riverside County

Cabazon, Calimesa, Cathedral City, Coachella, Corona, Desert Center, Desert Hot Springs, Homeland, Idyllwild, Indian Wells, Indio, La Quinta, Lake Elsinore, Mira Loma, Moreno Valley, Murrieta, Norco, North Palm Springs, Palm Desert, Palm Springs, Perris, Rancho Mirage, Riverside, San Jacinto, Sun City, Temecula, Thousand Palms, Wildomar

San Bernardino County

Adelanto, Barstow, Big Bear City, Big Bear Lake, Bloomington, Blue Jay, Cedar Glen, Chino, Chino Hills, Colton, Crestline, Fontana, Forest Falls, Fort Irwin, Grand Terrace, Green Valley Lake, Lake Arrowhead, Loma Linda,
Lucerne Valley, Montclair, Morongo Valley, Mt Baldy, Ontario, Rancho Cucamonga, Redlands, Rialto, Running Springs, San Bernardino, Twenty nine Palms, Twin Peaks, Upland, Victorville, Wrightwood, Yucaipa,

Ventura County

Camarillo, Fillmore, Moorpark, Newbury Park, Oak Park, Oak View, Ojai, Oxnard, Port Hueneme, Santa Paula, Simi Valley, Thousand Oaks, Ventura, Westlake Village

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