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HP LaserJet M527, M528, M577, E52545, E52645, E57540 – Persistent 31.13.02 error message when copying using the scanner glass

Learn how to resolve a persistent 31.13.02 error message when attempting to copy or scan using the scanner glass on an HP LaserJet Enterprise MFP or HP LaserJet MFP.

31.13.02 error message on the control panel

Use the solution provided to resolve the issue.

Issue

A 31.13.02 error message displays persistently on the control panel of an HP LaserJet Enterprise printer or HP LaserJet Managed printer when attempting to copy or scan using the scanner glass.

Note:

This issue occurs mostly when copying using the "Booklet" option and the Automatic Document feeder (ADF) opening is titled less than five degrees.

Applicable printers

This document applies to the following printers:

HP LaserJet Enterprise MFP M527
HP LaserJet Enterprise MFP M528
HP Color LaserJet Enterprise MFP M577
HP LaserJet Managed MFP E52545
HP LaserJet Managed MFP E52645
HP Color LaserJet Managed MFP E57540

Cause

This issue occurs typically when users cannot open the scanner lid or ADF cover fully to load paper on the scanner glass due to the confined space above the ADF. In such conditions, users wedge their hand on the scanner glass to load a paper on the scanner glass. This changes the status of two sensors and results in an ADF motor stall.

Incorrect use of loading an original

Workaround

To prevent this issue from occurring, make sure the document feeder jam access door is fully closed when copying or scanning.

Solution

Follow these steps to resolve the issue:

Open the document feeder cover or ADF hatch and then make sure to hear a secure click when closing the document feeder cover.

The click sound (callout 2) can be heard on the far corner of the document feeder cover when closed.

Document feeder cover closed (callout 1) , click sound (callout 2).
Cancel any copy or scan job that was started to clear the error on the control panel.
Lift up the scanner lid or ADF cover in the front at 30 degrees to access the scanner glass.
Place the original on the scanner glass and then close the lid.
Select Copy or Scan on the control panel to start a new copy or scan job.

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