10.01.90 cyan replenishment error

[Ben245]

My HP M880 is showing an error code of 10.01.90. I have changed the channel cartridge and ensured the gates in the image drum and toner cartridge are closed and a genuine HP CF301AC installed but still cannot make print Need your assistance on how to resolve this issue. Thanks

[Alex-TATS]

Hi Ben,

10.0X.90 or 10.0X.91 <Color> cartridge error

A problem has occurred with the indicated toner cartridge.

10.0X.90 — A toner replenishment malfunction occurred and the toner concentration in the imaging drum dropped below 30%. This applies to both HP and non-HP toner cartridges.

OR

The error occurs when the toner cartridge has been used past the end-of-life to the point the reservoir in the imaging drum no longer has enough toner to safely continue printing.

10.0X.91 Toner cartridge motor stall.

Cause 1

The toner gate located on the toner cartridge or imaging drum might be out of synchronization.

The correct position of the gates for all supplies is closed when the toner cartridges or imaging drums are out of the printer.

If one of the gates is in the open position when the cartridge or drum is out of the printer, then that gate will close when installing the cartridge or drum into the printer. This will cause the toner to not flow from the toner cartridge into the imaging drum and a 10.WX.90 or 10.WX.91 error message gets generated.

  note:

The 10.XY.90 message is expected behavior that occurs normally when the toner cartridge is used in a past Very Low or 'Over Ride' condition. In this case, the message indicates that the toner cartridge must be replaced. If the 10.XY.90 error has been generated as a result of running the toner cartridge beyond a very low state, then the issue is not considered a warranty or defect issue. Inform the customer that they must order and pay for a new toner cartridge. Do not troubleshoot further.

Cause 2

The toner seal inside the toner cartridge or imaging drum fails to get removed automatically. No toner will flow from the toner cartridges or no toner will get into the imaging drum.

10.00.90 Black toner cartridge (event code)

10.01.90 Cyan toner cartridge (event code)

10.02.90 Magenta toner cartridge (event code)

10.03.90 Yellow toner cartridge (event code)

10.00.91 Black toner cartridge (event code)

10.01.91 Cyan toner cartridge (event code)

10.02.91 Magenta toner cartridge (event code)

10.03.91 Yellow toner cartridge (event code)

Recommended action for customers

1. From the Home screen on the control panel, touch Supplies.
2. Verify that the Very low message is present (a yellow triangle with an exclamation point inside).
3. If the cartridge level status is Not Very low, skip to the next step. If the level status of a supply is Very low, replace the toner cartridge or imaging drum.

     note:

   The supply replacement should correct the error and no further troubleshooting is necessary.

   • Black toner drum part number: CF358A
   • Cyan toner drum part number: CF359A
   • Yellow toner drum part number: CF364A
   • Magenta toner drum part number: CF365A
   • Black toner cartridge part number (M855): CF310A
   • Cyan toner cartridge part number (M855): CF311A
   • Yellow toner cartridge part number (M855): CF312A
   • Magenta toner cartridge part number (M855): CF313A
   • Black toner cartridge part number (M880): CF300A
   • Cyan toner cartridge part number (M880): CF301A
   • Yellow toner cartridge part number (M880): CF302A
   • Magenta toner cartridge part number (M880): CF303A
4. Go to this support document: HP Color LaserJet Enterprise M855 and HP Color LaserJet Enterprise flow M880 Multifunction Printers ...

Recommended action for call agents

1. Check the event log for active low warnings.

     note:

   The 10.XY.90 message is expected behavior that occurs normally when the toner cartridge is used in a past Very Low or 'Over Ride' condition. In this case, the message indicates that the toner cartridge must be replaced. If the 10.XY.90 error has been generated as a result of running the toner cartridge beyond a very low state, then the issue is not considered a warranty or defect issue. Inform the customer that they must order and pay for a new toner cartridge. Do not troubleshoot further.

2. Check the toner cartridges and toner gate position.
   1. To see a short video demonstrating the this procedure, go to Resolving 10.XY.90 or 10.XY.91 Error Messages on HP Color LaserJet and MFP Flow Printers

        note:

      If toner gets on clothing, wipe it off by using a dry cloth and wash the clothes in cold water. Hot water sets toner into fabric.

   2. With the printer on, open the front door.
   3. Remove the toner cartridges by grasping the blue handle on top of the toner cartridges and pulling straight out.

        note:

      To prevent toner spills, place the toner cartridge upside down on a flat surface.

   4. Remove the imaging drums by grasping the blue handle on top of the imaging drums and pulling straight out.

        note:

      To prevent damage to the imaging drums, place them upright on a flat surface.

   5. Close the front door.

        note:

      The action of closing the door with the toner cartridges out, and the printer on, clears the error message from the control panel.

   6. Verify that the plastic pins (callout B) on the toner cartridges are not broken. If either one of the pins is broken, replace the toner cartridge.
      Figure : Toner cartridge components

      
      Callout A — White gear
      Callout B — Plastic pins
      Callout C — Black lever
      • Black toner cartridge part number (M855): CF310A
      • Cyan toner cartridge part number (M855): CF311A
      • Yellow toner cartridge part number (M855): CF312A
      • Magenta toner cartridge part number (M855): CF313A
      • Black toner cartridge part number (M880): CF300A
      • Cyan toner cartridge part number (M880): CF301A
      • Yellow toner cartridge part number (M880): CF302A
      • Magenta toner cartridge part number (M880): CF303A
   7. Ensure that the toner gates on the toner cartridges are completely closed.
      Figure : Toner gate closed correctly (callout 1).

      
      Figure : Toner gate partially open (callout 2)

      
      Figure : Toner gate completely opened (callout 3)

      
3. Check the imaging drum cartridge gates. If any of the toner gates are partially or completely open, then perform the following steps:
   1. Push up and hold the black lever (callout C) to release the white gear.
   2. Rotate the white gear (callout A) clockwise until the toner gate is completely closed.
   3. Release the black lever.

        note:

      This action will keep the toner gate locked in the closed position when the toner cartridge is out of the printer.

   4. Return the toner cartridge(s) to the flat surface.
   5. Ensure that the toner gates on the imaging drums are completely closed.
      Figure : Drum unit toner gate closed correctly (callout 1)

      
      Figure : Drum unit toner gate partially open (callout 2)

      
      Figure : Drum unit toner gate in the incorrect position open (callout 3)

      
4. If any of the toner gates are partially or completely open, then perform the following steps to close the gates.
   Figure : Imaging drum components

   
   Callout A — Black button
   Callout B — White gear
   1. Push down and hold the black button to release the white gear (callout A).
   2. Rotate the white gear clockwise until the toner gate is completely closed (callout B).
   3. Release the black button.

        note:

      This action will keep the toner gate locked in the closed position when the imaging drum is out of the printer.

   4. Return the imaging drum to the flat surface.
5. Return to the printer and check the control panel for the Install supplies message.

     note:

   It is important that the Install supplies message is displayed before opening the door to reinstall the imaging drums and the toner cartridges.

6. Open the front door.
7. Align each imaging drum with its slot, and then re-insert each imaging drum into the printer.

     note:

   The imaging drums must be installed before installing the toner cartridges.

8. Align each toner cartridge with its slot, and then insert each toner cartridge into the printer.

     note:

   The toner cartridges must be installed after installing the imaging drums.

9. Close the front door.

Recommended action for on-site technicians

1. Check the event log for active low warnings.

     note:

   The 10.XY.90 message is expected behavior that occurs normally when the toner cartridge is used in a past Very Low or 'Over Ride' condition. In this case, the message indicates that the toner cartridge must be replaced. If the 10.XY.90 error has been generated as a result of running the toner cartridge beyond a very low state, then the issue is not considered a warranty or defect issue. Inform the customer that they must order and pay for a new toner cartridge. Do not troubleshoot further.

2. Check the printer toner cartridge and imaging drum slots for excessive toner spill and use a toner vacuum to clean the area as needed.
3. Replace toner cartridge and imaging drum for the color that is causing the issue.
   • Black toner drum part number: CF358A
   • Cyan toner drum part number: CF359A
   • Yellow toner drum part number: CF364A
   • Magenta toner drum part number: CF365A
   • Black toner cartridge part number (M855): CF310A
   • Cyan toner cartridge part number (M855): CF311A
   • Yellow toner cartridge part number (M855): CF312A
   • Magenta toner cartridge part number (M855): CF313A
   • Black toner cartridge part number (M880): CF300A
   • Cyan toner cartridge part number (M880): CF301A
   • Yellow toner cartridge part number (M880): CF302A
   • Magenta toner cartridge part number (M880): CF303A
4. If replacing the imaging drum does not resolve the problem, replace the cartridge interface PCA.
   Part number: A2W79-67902