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HP LaserJet Enterprise M600, HP LaserJet Managed E60000 series - A "13.BY.XY paper jam" or "41.03.XY Size Mismatch" message displays on the printer control panel when printing on self-adhesive paper

Learn how to resolve a “13.BY.XY paper jam” or “41.03.XY Size Mismatch” error message when attempting to print on a self-adhesive paper or on a pressure seal mailer.

Issue

A "13.BY.XY paper jam" or "41.03.XY Size Mismatch" error message displays on the printer control panel when attempting to print on self-adhesive paper or on a pressure seal mailer.

The "X" and "Y" characters in the error message are replaced by numeric or alphanumeric values 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.A2

  • 13.B2.D2

  • 41.03.A2

Applicable Printers

This issue applies to the following printers:

  • HP LaserJet Enterprise M607

  • HP LaserJet Enterprise M608

  • HP LaserJet Enterprise M609

  • HP LaserJet Enterprise M610

  • HP LaserJet Enterprise M611

  • HP LaserJet Enterprise M612

  • HP LaserJet Enterprise MFP M631

  • HP LaserJet Enterprise MFP M632

  • HP LaserJet Enterprise MFP M633

  • HP LaserJet Enterprise MFP M634

  • HP LaserJet Enterprise MFP M635

  • HP LaserJet Enterprise MFP M636

  • 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 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.

Step one: Download the latest firmware version

Follow these steps to download the latest firmware version on the printer.

Note:

An enhancement has been made to the firmware to help correct this issue.

  1. Print a Configuration Page to check the firmware version installed on the printer.

    1. From the Home screen on the printer control panel, swipe right, and then touch Reports.

    2. On the Reports menu, touch Configuration/Status Pages.

    3. Touch Configuration Page, and then touch Print to print the page.

    4. On the Configuration Page, note the Firmware Revision number located in the Device Information section.

      Example of a Firmware Revision number: 2410028_055025.

  2. On your computer, go to HP Support.

  3. Scroll down to the "Identify your product for manuals and specific product information" section and type your printer model in the search text field, then press Enter on the keyboard.

  4. On the product home page, click Software, Drivers and Firmware.

    Your computer operating system will automatically be detected.

  5. Click the Firmware section to expand the list of firmware downloads that are available.

  6. Compare the revision number of the latest firmware available on the HP Customer Support page to the Firmware Revision number on the Configuration Page that you printed earlier.

  7. If the latest firmware version is not installed on the printer, click Download, and then save the file to a desired location on your PC.

  8. Browse to the location of the saved file, right-click the .zip file, and then extract all files.

    Note:

    The firmware file has a .bdl extension. Use either a USB flash drive or the HP Embedded Web Server to install the .bdl file (firmware file).

    For detailed instructions on how to update the firmware, go to HP Enterprise, HP Managed - Update the printer firmware.

Step two: Load the paper correctly into the tray

Follow the steps that apply to your printer type when loading paper into the tray.

Note:

To avoid jams, do not open the tray while it is in use.

  1. Open the paper tray where you have loaded the self-adhesive paper.

  2. Adjust the paper-length and paper-width guides by squeezing the blue adjustment latches and then sliding the guides to the size of the paper being used.

  3. Make sure that the paper is loaded correctly in the tray (use the information below for guidance).

    Note:

    The steps for loading paper in the tray differ for single-function and multifunction printers, so make sure to follow the steps below that apply to your printer type.

    • Single-function printer (SFP) models

      The following information applies to these printer models:

      • HP LaserJet Enterprise M607, M608, and M609

      • HP LaserJet Enterprise M610, M611, and M612

      • HP LaserJet Managed E60055, E60065, and E60075

      • HP LaserJet Managed E60155, E60165, and E60175

      Load a self-adhesive page with the adhesive side toward the leading edge (front of the tray) as indicated in the image below (see the "Correct orientation" column).

      Examples of correct and incorrect orientation when loading a page with an adhesive side

      Correct orientation

      Incorrect orientation

      Correct position of the adhesive side

      Correct position of the adhesive side

      Incorrect position of the adhesive side

      Incorrect position of the adhesive side
    • Multifunction printer (MFP) models

      The following information applies to these printer models:

      • HP LaserJet Enterprise MFP M631, M632, and M633

      • HP LaserJet Enterprise MFP M634, M635, and M636

      • HP LaserJet Enterprise MFP M651 and M652

      • HP LaserJet Enterprise MFP M681 and M682

      • HP LaserJet Managed MFP E62555, E62565, and E62575

      • HP LaserJet Managed MFP E62655, E62665, and E62675

      • HP Color LaserJet Managed E65050 and E65060

      • HP Color LaserJet Managed E65150 and E65160

      • HP LaserJet Managed MFP E67550 and E67560

      • HP Color LaserJet Managed MFP E67650 and E67660

      Load a self-sealing page with the perforated tab toward the front of the printer on the opposite side of the paper-length guide of the tray.

      Note:

      The position of the perforated tab should be on the trailing edge of the paper as indicated in the image below (see the "Correct orientation" column).

      Examples of correct and incorrect orientation when loading an adhesive page with a perforated tab

      Correct orientation

      Incorrect orientation

      Correct position of the perforated tab

      Correct position of the perforated tab

      Incorrect position of the perforated tab

      Incorrect position of the perforated tab
  4. Close the tray.

Step three: Configure the image orientation setting

The steps to configure the image orientation setting differ for printers that have an HP Stapler/Stacker (Finisher stand) installed, and printers that do NOT have the Finisher stand installed.

Printers that have an HP Stapler/Stacker (Finisher stand) installed

Ensure that your printer is listed below, and then follow the steps to configure the image orientation setting from a Windows operating system.

List of printers installed with an HP Stapler/ Stacker:

  • HP LaserJet Enterprise MFP M631, M632, and M633

  • HP LaserJet Enterprise MFP M634, M635, and M636

  • HP LaserJet Enterprise MFP M651 and M652

  • HP LaserJet Enterprise MFP M681 and M682

  • HP LaserJet Managed MFP E62555, E62565, and E62575

  • HP LaserJet Managed MFP E62655, E62665, and E62675

  • HP Color LaserJet Managed E65050 and E65060

  • HP Color LaserJet Managed E65150 and E65160

  • HP LaserJet Managed MFP E67550 and E67560

  • HP Color LaserJet Managed MFP E67650 and E67660

  1. On your computer, go to Devices and Printers, right-click your printer, and then select Printing Preferences from the drop-down menu.

  2. In the Printing Preferences window, click the Finishing tab.

  3. In the Orientation section, select the Rotate by 180 degrees check box, and then click the Apply button.

    Rotate by 180 degrees option selected
  4. Click the OK button to close the window, and then resume printing.

  5. Try to print and check if the issue occurs.

    • If the issue does not persist, there is no need to continue troubleshooting.

    • If the issue persists, see the next step.

Printers that do not have an HP Stapler/Stacker (Finisher stand) installed

Ensure that your printer is listed below, and then follow the steps to configure the image orientation setting from the printer control panel.

List of printers without with an HP Stapler/ Stacker:

  • HP LaserJet Enterprise M607, M608, and M609

  • HP LaserJet Enterprise M610, M611, and M612

  • HP LaserJet Managed E60055, E60065, and E60075

  • HP LaserJet Managed E60155, E60165, and E60175

  1. From the Home screen on the printer control panel, swipe right, and then touch the Settings icon.

    Settings icon on the Home screen
  2. On the Settings menu, touch Print.

    Print option in the Settings menu
  3. On the Print menu, touch Manage Trays, and then touch Image Rotation.

    Image Rotation option
  4. On the Image Rotation menu, touch Alternate.

    Alternate option
  5. Try to print and check if the issue occurs.

    • If the issue does not persist, there is no need to continue troubleshooting.

    • If the issue persists, see the next step.

Step four: Contact HP Support

Make sure that the latest firmware is installed and you have performed the required steps to troubleshoot the issue before contacting HP Support.

If the issue persists after performing all of the previous steps, contact HP Customer Support


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