HP Designjet T920, T1500 And T2500
User Manual: HP Designjet T920, T1500 and T2500 shared.swissparts.ch - /Manuals/HP/Plotter/
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- Printer fundamentals
- Troubleshooting
- The front panel
- Service keys combination
- Troubleshooting tree
- Product Troubleshooting trees (MFP)
- Paper handling problems
- The paper has jammed in the print platen
- The paper has jammed in the stacker
- The printer rejects the paper during paper load
- Prints do not fall neatly into the basket
- The paper type is not in the list
- The printer printed on the wrong paper type
- An “on hold for paper” message
- Which criteria are used to decide on which roll a job will be printed?
- When is a job put on hold for paper?
- If I load a new roll of paper, will jobs that were on hold for paper be automatically printed?
- I don’t like jobs being put on hold for paper. Can I prevent it?
- I set the option “Paper mismatch action” to “Print anyway”, but some jobs are still put on hold (Win ...
- My job is exactly as wide as the roll of paper that is loaded on the printer, but is put on hold for ...
- The printer displays out of paper when paper is available
- The print remains in the printer after printing has completed
- The cutter does not cut well
- The roll is loose on the spindle
- Ink supply problems
- Print-quality problems
- General advice
- Print-quality troubleshooting wizard
- Recalibrate the paper advance
- Horizontal lines across the image (banding)
- Lines are too thick, too thin or missing
- Lines appear stepped or jagged
- Lines print double or in the wrong colors
- Lines are discontinuous
- Lines are blurred
- Line lengths are inaccurate
- The whole image is blurry or grainy
- The paper is not flat
- The print is scuffed or scratched
- Ink marks on the paper
- Black ink comes off when you touch the print
- Edges of objects are stepped or not sharp
- Edges of objects are darker than expected
- Horizontal lines at the end of a cut sheet print
- Vertical bands of different colors
- White spots on the print
- Colors are inaccurate
- Colors are fading
- The image is incomplete (clipped at the bottom)
- The image is clipped
- Some objects are missing from the printed image
- A PDF file is clipped or objects are missing
- The Image Diagnostics Print
- If you still have a problem
- Connectivity problems
- Scanning Problems
- Firmware upgrades
- System error codes
- Introduction
- What to do if the front panel fails to initialize
- System error codes in brief
- System error codes in full
- 01.0:10 Problem with the engine PCA
- 01.1:10 Error in the engine PCA
- 01.2:10 Problem with the backup NVM
- 02.1:10 Problem with the carriage PCA
- 03.2:10 Problem with the E-Box cooling fans
- 05.1:10 Problems with the formatter FAN
- 05.4:10 BIOS data corrupted in formatter
- 05.5:10 BIOS should be updated (advisory)
- 05.7:10
- 06:03 and 06:10 Problems with NVM in hard disk
- 06.1:10 Hard disk not detected
- 06.2:10 Hard disk cannot be unlocked
- 06.3:10 Hard disk is corrupted
- 08:04 Communication lost between front panel and formatter
- 08:08 A front panel icon does not work (advisory)
- 08:10 Problems detected in the front panel Hardware
- 08:11 Communication lost between front panel and printer
- 09:01 Media jam in Scanner
- 09:01:10 Scanner Motor is failing
- 09:02 Scanner not calibrated
- 09:02:10 CIS A Element is failing
- 09:03 File I/O Error
- 09:03:10 CIS B Element is failing
- 09:04 Library failed to load.
- 09:04:10 CIS C Element is failing
- 09:05:10 CIS D Element is failing
- 09:06:10 CIS E Element is failing
- 09:08:11 Power cable of the Scanner is failing
- 09:09:11 USB cable of the Scanner is failing
- 09:10:04 Scanner is in SAFE MODE
- 09:10:10 Scanner Controller Board (SCU) is failing
- 11:YZ Trailing cable does not seem to be detected
- 21:13 Problem with the Service Station motor
- 21.YZ Failure moving service station
- 22.0:00 Service-station-side ink supply station error
- 22.1:00 Front-panel-side ink supply station error
- 24:10 Error detected in ink tube system
- 26:01 Ink supply error found during IDS diagnostic test (advisory)
- 41:03 Electrical problem (fault, current limit, overheating) in paper-axis motor
- 42:03 Electrical problem (fault, current limit, overheating) in scan-axis motor
- 45.1:03 and 45.1:10 Error in the rewinder 1 system (upper rewinder)
- 45.2:03 and 45.2:10 Error in the rewinder 2 system (lower rewinder)
- 46.1:10 Error in the upper pump of the PHA blowing system
- 46.2:10 Error in the lower pump of the PHA blowing system
- 47:03 and 47:10 Starwheel motor error
- 47:10 Starwheel motor error
- 47.5:10 Problem at the starwheel lifter motor end of the travel sensor
- 48:00 PPS system failure
- 52:10 Drop detector failure
- 54.4:03 Pinchwheel lifter motor error
- 55:10 Cannot access the line sensor EEPROM
- 56:01 Drive roller analog encoder homing failed
- 59.1:09 Two electrical parts have been replaced at the same time
- 59.2:00 An unsupported or reused part has been installed
- 59.3:10 Wrong information stored on CryptoAsic
- 59.4:10 CryptoAsic failure
- 59.5:19 CryptoAsic type mismatch
- 59.6:19 Printer serial number mismatch
- 59.7:14 CryptoAsic generic error
- 60.1:11 Initialization error (cannot read RFID tag)
- 60.2:17 Initialization error (RFID has incorrect data)
- 61:01 Incorrect or unsupported file format (advisory)
- 61:04.1 PostScript fonts seem to be missing (advisory)
- 61:04.2 Unknown PostScript ID sent to printer (advisory)
- 61:08 Incorrect paper type specified in job (advisory)
- 61:08.1 Job cannot be printed because it is password-protected (advisory)
- 61:08.2 Job contains format errors or incorrect settings (advisory)
- 61:09 Unexpected end of job (advisory)
- 61:10 Job timed out (advisory)
- 63:04 Network interface error
- 63:10 Network interface error
- 63:20 Potential problem in the network interface (advisory)
- 71:03 Out of memory
- 71:08 Insufficient display list
- 72.02 A service calibration should be performed (advisory)
- 74:01 Error uploading firmware update file (advisory)
- 74.1:04 Error uploading paper preset (advisory)
- 74.08:04 Firmware update problem
- 76:03 The hard disk is full
- 78:08 Paper does not support borderless printing (advisory)
- 78.1:04 Paper settings area missing in paper settings file (advisory)
- 79:03 Generic firmware error
- 79:04 Generic firmware error
- 79.2:04 Generic Operating System error
- 80:03 Stacker overdrive motor error
- 81:01 Paper servo shutdown, possible paper jam
- 86:01 Scan axis servo shutdown, possible paper jam
- 87:01 Problem reading the scan-axis encoder (advisory)
- 89:03 Stacker ramps motor error
- 90:03 Diverter valves motor error
- Appendix A: How to troubleshoot system error 79:04
- Appendix B: Updating firmware in diagnostics boot mode
- Appendix C: Obtaining the printer log and the diagnostics package
- Diagnostics, Service Utilities and Calibrations
- Introduction
- Diagnostic Tests and Utilities
- Entering the Diagnostics Menu
- Scan Axis Test
- Paper Drive Test
- Electronics Module Test
- Carriage Assembly Test
- Sensors Test
- Stacker Empty Sensor Test
- Output Valve Test
- Output Valve Calibration
- Pinches Lifter Test
- Stacker Ramps Test
- Stacker Overdrive Test
- Stacker Jam Sensor Test
- Stacker Capacity Sensor Test
- Rewinder Test
- Ink Delivery System (IDS) Test
- Service Station Test
- Enable I/O Interfaces Utility
- Unit Information Utility
- EEROM Reset Utility
- Front Panel Lock Reset
- Hard Disk Recovery
- File System Check
- Service Utilities
- Entering the Service Utilities Menu
- Turn Drive Roller
- Purge Tubes
- Reset Life Counters
- Diagnostics Print
- Disk Wipe DoD 5220.22-M
- Show/Hide Front Panel Information
- Enable Upper Roll Cover
- File System Check
- Rewinder Adjust
- Double Cut for Borderless Printing
- Remove non Factory Papers
- Secure File Erase Mode
- Enable I/O Interface
- Reset Access Control
- Uninstall Applications
- Force Drop Detection
- Accounting Mode
- Scanner Validation
- SCANdump
- Adjustment scanner Y-Axis scale
- Service Calibrations
- Parts and diagrams
- Introduction
- Printer support
- Center and Roll covers
- Rear covers
- Cover Front Panel Side
- Cover SVS Side
- Center Assemblies
- Front Panel Side Assemblies
- SVS Side Assemblies
- Scan Axis Assemblies
- Paper Path Assemblies (Front)
- Paper Path Assemblies (Center)
- Stacker Parts (Rear)
- Stacker Parts (Front)
- Carriage Assembly
- Electrical Parts
- Miscellaneous Parts
- CIS Unit Construction
- Scanner Control Unit
- Removal and installation
- Parts list; all models
- Parts list; HP Designjet T2500 eMultifunction Series only
- Introduction
- Customer Self Repair parts
- Service Calibration Guide to Removal and Installation
- Main cover (front panel side)
- Main cover (service station side)
- Center cover
- Converger Assembly
- Cleanout
- Output platen
- Fixed tray cover (Front Panel side)
- Fixed tray cover (service station side)
- Arch sidewall cover (front panel side)
- Arch sidewall cover (service station side)
- Rear cover
- Window Sensor
- Open the E-Box
- E-Box fan
- Jester PCA
- Power supply unit
- Hard disk drive
- Engine PCA
- Formatter PCA
- Front panel
- Carriage
- Line Sensor
- Carriage PCA
- Rail Oiler Kit
- PRS Actuator
- Belt
- Encoder Strip
- Scan Axis Motor
- Drop Detector
- Service Station with Drop Detector
- Primer Assembly
- ISS (Ink Supply Statino) Front Panel Side
- ISS SVS Side
- Ink Tubes and Trailing Cable
- Media Sensor
- Bottom Rewinder Support
- Top Rewinder Support
- Tip Top Support
- Bottom Tip Support
- Vertical Media Guide
- Center Support
- Full Bleed
- Auto Pinch Lifter
- Pinch Wheel Assembly
- Motor Media Advance Transmission with Encoder
- Starwheel Motor
- Starwheel Support
- Second Starwheel Rail
- Overdrive
- Cutter Platten
- Sensor Valves
- Valves Motor
- Stacker
- Stacker Pinches
- Stacker Hand Off
- OPTO Sensor
- REDI sensor
- OVD Transmission with Motor
- Ramps Motor
- Stacker Arm Sensor
- Bump Cutter Actuator
- How to release Service Station Caps
- How to manually move Valves
- How to manually move Stacker Ramps
- Scanner Controller Unit (SUP)
- CIS Tiles
- CIS Modules
- CIS FFC Cables
- CIS Glass
- Stepper Motor Assembly (taco sensor, and belt)
- Stepper Motor Assembly (cable)
- Paper and Lid Sensors
- Paper and Lid Sensor Cable
- USB & Awake / Power Cable
- CIS Bridge Damper
- CIS Scanner Latch
- Pressure Rollers
- Maintenance
- Customer Self Repair Flyers
Publication Date: September 2013
Edition: 2
Designjet T920, T1500 ePrinter Series and
T2500 eMultifunction Series
Service Manual
© 2013 Hewlett-Packard Development
Company, L.P.
Legal notices
This document contains proprietary
information that is protected by copyright. All
rights are reserved. No part of this document
may be photocopied, reproduced, or translated
to another language without the prior written
consent of Hewlett-Packard Company.
Warranty
The information contained in this document is
subject to change without notice.
Hewlett-Packard makes no warranty of any
kind with regard to this material, including,
but not limited to, the implied warranties of
merchantability and fitness for a particular
purpose.
Hewlett-Packard shall not be liable for errors
contained herein or for incidental or
consequential damages in connection with the
furnishing, performance, or use of this
material.
Safety
The Warning symbol calls attention to a
procedure, practice, or the like, which, if not
correctly performed or adhered to, could result
in personal injury. Do not proceed beyond a
Warning symbol until the indicated conditions
are fully understood and met.
The Caution symbol calls attention to an
operating procedure, practice, or the like,
which, if not correctly performed or adhered
to, could result in damage to or destruction of
part or all of the printer. Do not proceed
beyond a Caution symbol until the indicated
conditions are fully understood and met.
Table of contents
1 Printer fundamentals .................................................................................................................................... 1
Introduction ........................................................................................................................................................... 2
Theory of operation ............................................................................................................................................... 5
2 Troubleshooting .......................................................................................................................................... 29
The front panel .................................................................................................................................................... 29
Service keys combination .................................................................................................................................... 34
Troubleshooting tree ........................................................................................................................................... 35
Product Troubleshooting trees (MFP) ................................................................................................................. 36
Paper handling problems .................................................................................................................................... 39
Ink supply problems ............................................................................................................................................ 47
Print-quality problems ........................................................................................................................................ 51
Connectivity problems ......................................................................................................................................... 65
Scanning Problems .............................................................................................................................................. 69
Firmware upgrades .............................................................................................................................................. 71
3 System error codes ...................................................................................................................................... 72
Introduction ......................................................................................................................................................... 73
What to do if the front panel fails to initialize .................................................................................................... 74
System error codes in brief ................................................................................................................................. 76
System error codes in full ................................................................................................................................... 79
Appendix A: How to troubleshoot system error 79:04 ..................................................................................... 101
Appendix B: Updating firmware in diagnostics boot mode .............................................................................. 112
Appendix C: Obtaining the printer log and the diagnostics package ............................................................... 113
4 Diagnostics, Service Utilities and Calibrations ............................................................................................. 115
Introduction ....................................................................................................................................................... 116
Diagnostic Tests and Utilities ............................................................................................................................ 117
Service Utilities .................................................................................................................................................. 135
Service Calibrations ........................................................................................................................................... 160
5 Parts and diagrams .................................................................................................................................... 168
Introduction ....................................................................................................................................................... 168
Printer support .................................................................................................................................................. 170
ENWW v
Center and Roll covers ....................................................................................................................................... 171
Rear covers ........................................................................................................................................................ 172
Cover Front Panel Side ...................................................................................................................................... 173
Cover SVS Side ................................................................................................................................................... 174
Center Assemblies ............................................................................................................................................. 175
Front Panel Side Assemblies ............................................................................................................................. 176
SVS Side Assemblies .......................................................................................................................................... 177
Scan Axis Assemblies ........................................................................................................................................ 178
Paper Path Assemblies (Front) ......................................................................................................................... 179
Paper Path Assemblies (Center) ........................................................................................................................ 180
Stacker Parts (Rear) .......................................................................................................................................... 181
Stacker Parts (Front) ......................................................................................................................................... 182
Carriage Assembly ............................................................................................................................................. 183
Electrical Parts ................................................................................................................................................... 184
Miscellaneous Parts .......................................................................................................................................... 185
CIS Unit Construction ......................................................................................................................................... 186
Scanner Control Unit ......................................................................................................................................... 187
6 Removal and installation ........................................................................................................................... 190
Parts list; all models .......................................................................................................................................... 191
Parts list; HP Designjet T2500 eMultifunction Series only ............................................................................... 193
Introduction ....................................................................................................................................................... 194
Customer Self Repair parts ............................................................................................................................... 196
Service Calibration Guide to Removal and Installation .................................................................................... 197
Main cover (front panel side) ............................................................................................................................ 200
Main cover (service station side) ....................................................................................................................... 202
Center cover ....................................................................................................................................................... 204
Converger Assembly .......................................................................................................................................... 206
Cleanout ............................................................................................................................................................. 207
Output platen .................................................................................................................................................... 209
Fixed tray cover (Front Panel side) ................................................................................................................... 210
Fixed tray cover (service station side) .............................................................................................................. 211
Arch sidewall cover (front panel side) .............................................................................................................. 212
Arch sidewall cover (service station side) ......................................................................................................... 213
Rear cover .......................................................................................................................................................... 214
Window Sensor .................................................................................................................................................. 215
Open the E-Box .................................................................................................................................................. 217
E-Box fan ........................................................................................................................................................... 220
Jester PCA .......................................................................................................................................................... 222
Power supply unit .............................................................................................................................................. 223
Hard disk drive ................................................................................................................................................... 225
Engine PCA ......................................................................................................................................................... 226
Formatter PCA ................................................................................................................................................... 227
Front panel ........................................................................................................................................................ 229
vi ENWW
Carriage .............................................................................................................................................................. 232
Line Sensor ........................................................................................................................................................ 235
Carriage PCA ...................................................................................................................................................... 236
Rail Oiler Kit ....................................................................................................................................................... 238
PRS Actuator ...................................................................................................................................................... 239
Belt ..................................................................................................................................................................... 241
Encoder Strip ..................................................................................................................................................... 242
Scan Axis Motor ................................................................................................................................................. 244
Drop Detector .................................................................................................................................................... 247
Service Station with Drop Detector ................................................................................................................... 248
Primer Assembly ............................................................................................................................................... 252
ISS (Ink Supply Statino) Front Panel Side ......................................................................................................... 255
ISS SVS Side ....................................................................................................................................................... 258
Ink Tubes and Trailing Cable ............................................................................................................................. 262
Media Sensor ..................................................................................................................................................... 265
Bottom Rewinder Support ................................................................................................................................ 267
Top Rewinder Support ....................................................................................................................................... 269
Tip Top Support ................................................................................................................................................. 271
Bottom Tip Support ........................................................................................................................................... 272
Vertical Media Guide .......................................................................................................................................... 274
Center Support .................................................................................................................................................. 276
Full Bleed ........................................................................................................................................................... 277
Auto Pinch Lifter ................................................................................................................................................ 278
Pinch Wheel Assembly ...................................................................................................................................... 283
Motor Media Advance Transmission with Encoder ........................................................................................... 285
Starwheel Motor ................................................................................................................................................ 293
Starwheel Support ............................................................................................................................................. 298
Second Starwheel Rail ....................................................................................................................................... 300
Overdrive ........................................................................................................................................................... 302
Cutter Platten .................................................................................................................................................... 304
Sensor Valves .................................................................................................................................................... 306
Valves Motor ...................................................................................................................................................... 309
Stacker ............................................................................................................................................................... 310
Stacker Pinches ................................................................................................................................................. 312
Stacker Hand Off ............................................................................................................................................... 313
OPTO Sensor ...................................................................................................................................................... 315
REDI sensor ........................................................................................................................................................ 317
OVD Transmission with Motor ........................................................................................................................... 318
Ramps Motor ..................................................................................................................................................... 320
Stacker Arm Sensor ........................................................................................................................................... 322
Bump Cutter Actuator ........................................................................................................................................ 324
How to release Service Station Caps ................................................................................................................. 325
How to manually move Valves .......................................................................................................................... 326
How to manually move Stacker Ramps ............................................................................................................ 327
ENWW vii
Scanner Controller Unit (SUP) ........................................................................................................................... 328
CIS Tiles .............................................................................................................................................................. 329
CIS Modules ........................................................................................................................................................ 330
CIS FFC Cables .................................................................................................................................................... 331
CIS Glass ............................................................................................................................................................. 332
Stepper Motor Assembly (taco sensor, and belt) ............................................................................................. 333
Stepper Motor Assembly (cable) ....................................................................................................................... 335
Paper and Lid Sensors ....................................................................................................................................... 336
Paper and Lid Sensor Cable ............................................................................................................................... 338
USB & Awake / Power Cable .............................................................................................................................. 339
CIS Bridge Damper ............................................................................................................................................. 341
CIS Scanner Latch .............................................................................................................................................. 343
Pressure Rollers ................................................................................................................................................ 344
7 Maintenance ............................................................................................................................................. 345
Preventive Maintenance .................................................................................................................................... 346
Preventive Maintenance Kits ............................................................................................................................. 352
8 Customer Self Repair Flyers ........................................................................................................................ 353
viii ENWW
Introduction
This service manual contains information necessary to test, maintain, and service the following:
●HP Designjet T920 ePrinter
●HP Designjet T920 PostScript ePrinter
●HP Designjet T1500 ePrinter
●HP Designjet T1500 PostScript ePrinter
●HP Designjet T2500 PostScript eMultifunction
For information about using these printers, see the user's guide.
Features overview
There are 6 versions of the HP Designjet T920-T1500–T2500 series:
●CR354A HP Designjet T920 36-in ePrinter
●CR355A/B HP Designjet T920 36-in PostScript ePrinter
●CR356A HP Designjet T1500 36-in ePrinter
●CR357A/B HP Designjet T1500 36-in PostScript
●CR358A HP Designjet T2500 eMultifunction
●CR358A/B HP Designjet T2500 PostScript eMultifunction
NOTE: As of August 2013 there are no plans for an upgrade to enable PostScript features from non-
PostScript capabilities.
The different sku features are:
Feature CR354A HP
Designjet T920 36-
in ePrinter
CR355A/B HP
Designjet T920 36-
in PostScript
ePrinter
CR356A HP
Designjet T1500
36-in ePrinter
CR357A/B HP
Designjet T1500
36-in PostScript
CR358A HP
Designjet T2500
eMultifunction and
CR358A/B HP
Designjet T2500
PostScript
eMultifunction
Paper source One 36-in roll, and single sheets Two 36-in rolls, and single sheets
Paper output Stacker, accepting up to 50 A1 plain-paper sheets, and basket
Connectivity Gigabit Ethernet LAN (1000 base T)
One USB HS host connector in the front panel, for USB flash drives
IPv4, IPv6, IPSec, TCP9100, LPR, DHCP, AutoIP/Zeroconf, Bonjour, SNMP/v3, Airprint
Web services Automatic firmware upgrade, HP Designjet ePrint & Share, printing by email
Speed Line-drawing, fast, plain paper: 21.6 s mono or color on A1&D
Color image, normal, plain paper: 69 s on A1&D
Color image, best, glossy paper: 246 s on A1&D
Resolution Up to 2400×1200 optimized dpi from 1200×1200 input ppi
Memory 1.5GB RAM (1GB in Formatter and 512MB in Engine PCA), 320 GB hard disk, 32 GB Dedicated file-processing
memory, 32GB (T920 series), 64 GB (T1500 series), and 128 GB (T2500 series) Virtual Memory
2 Chapter 1 Printer fundamentals ENWW
Feature CR354A HP
Designjet T920 36-
in ePrinter
CR355A/B HP
Designjet T920 36-
in PostScript
ePrinter
CR356A HP
Designjet T1500
36-in ePrinter
CR357A/B HP
Designjet T1500
36-in PostScript
CR358A HP
Designjet T2500
eMultifunction and
CR358A/B HP
Designjet T2500
PostScript
eMultifunction
Supplies Off-axis ink cartridges:
●Introductory supplies: 69 ml matte black, photo black, gray, cyan, magenta, yellow
●Replacement supplies: 69 ml / 300 ml matte black, for other colors 40 ml / 130 ml; photo black, gray,
cyan, magenta, yellow
●Can be replaced by the customer
One printhead for all colors:
●9/8-in length
●Drop size: 9 pl matte black / 6 pl other inks
●Can be replaced by the customer
Hardware
differentiation:
XXX
Second roll X X X
Borderless printing
on roll photo media
XXX
Other
differentiations:
XXX
Languages
supported
HP-GL/2, HP-RTL,
TIFF, JPEG, CALS G4,
HP PCL 3 GUI, URF
Adobe PostScript 3,
Adobe PDF 1.7ext3
HP-GL/2, HP-RTL,
TIFF, JPEG, CALS G4,
HP PCL 3 GUI, URF
HP-GL/2, HP-RTL,
TIFF, JPEG, CALS G4,
HP PCL 3 GUI, URF
Adobe PostScript 3, Adobe PDF 1.7ext3
HP-GL/2, HP-RTL, TIFF, JPEG, CALS G4, HP
PCL 3 GUI, URF
Virtual Memory
[GB]
32 32 64 64 128
1 job in queue (last
job reprint)
X
Job queues X X X X
Job preview from
queue
XXXX
Crop marks and
nesting
XXX
EWS job submmital X X X
Job on-hold for
media (mummify)
XXXX
Auto rotate,
automatic blank
area removal
XXXXX
Accounting in EWS X X X
Readership
The procedures described in this service manual are to be performed by HP Certified service personnel only.
ENWW Introduction 3
Part numbers
Part numbers for printer service parts are located in Parts and diagrams on page 168.
Warning labels
Electric shock hazard
Hazardous voltage inside the printer (built-in power supply) could result in death or serious
personal injury. See the installation instructions before connecting power. Ensure that the input
voltage is within the printer's rated voltage range. Use only earthed mains outlets and the power
cords supplied by HP with the printer. There are no operator-serviceable parts inside the printer.
Refer servicing to qualified service personnel. Disconnect the power cord before servicing. Voltage
is still present in the built-in power supply after the main switch is turned off.
Double pole/neutral fusing
Electric shock hazard. The built-in power supply incorporates a fuse on each conductor, therefore
the printer could be energized even when one fuse has blown. There are no operator-replaceable
fuses inside. Refer servicing to qualified service personnel. Disconnect the power cord before
servicing.
4 Chapter 1 Printer fundamentals ENWW
Theory of operation
Schematics
Electronics are based on 3 main components:
●E-box - contains the power supply and all the PCAs (driving the printer), plus the Ethernet port.
●Carriage PCA - drives the printhead.
●Front Panel - user interface and USB port.
The following diagram describes the connections between components and electronic boards and the data
line type.
Block Diagram
(HP Designjet T2500 eMultifunction Series only)
Wiring Diagram
(HP Designjet T2500 eMultifunction Series only)
ENWW Theory of operation 5
Scanner Controller Board Layout (SULG)
(HP Designjet T2500 eMultifunction Series only)
Voltage Min limit Max limit
TP1 5V-Main (Always on when there
is power to the board)
4.75 5.25
TP2 5V 4.75 5.25
TP3 1.2V 1.1 1.3
TP8 3.3V 3.2 3.4
TP6 2.5V 2.4 2.6
TP7 1.8V 1.7 1.9
TP15 0.9V 0.8 1.0
IC201 3.3VLDO 3.1 3.5
IC203 3.3VLDO 3.1 3.5
IC204 3.3VLDO 3.1 3.5
6 Chapter 1 Printer fundamentals ENWW
ENWW Theory of operation 7
8 Chapter 1 Printer fundamentals ENWW
ENWW Theory of operation 9
10 Chapter 1 Printer fundamentals ENWW
Printer Initialization
There are 3 main blocks to be initialized before the printer can be operated:
Electronic components init
1. The front panel shows a white background and blue HP logo.
ENWW Theory of operation 11
2. The upper LED in the formatter is ON, indicating that the formatter has been initialized.
3. The middle LED in the formatter blinks, indicating that the HDD has been initialized.
NOTE: Steps 2&3 are the same when waking from Sleep Mode except the 3 LEDs are not on but; ON-
Blinking-OFF
OS & Firmware init
1. The OS is loaded into RAM. The Front Panel blinks for a second.
2. If boot up is after a bad power-off, the boot sequence automatically runs a file system check.
a. The Front Panel shows the FSCK, text.
b. First, FSCK runs on the root partition.
c. If FSCK is successful, the OS boots up from the root partition and runs FSCK on the data partition.
3. After FSCK, the OS finishes booting from the HDD.
4. The home button lights up to allow stopping the boot sequence, and entry to the diagnostics menu, see
Diagnostics, Service Utilities and Calibrations on page 115.
Mechanical components init
1. The Front Panel shows a black background with a blue circle in the middle. The “Initializing” message
appears. A progress bar shows the percentage of subsystems that have been initialized.
2. The printer moves the carriage from side to side to validate its position within the scan axis. The printer
initializes the service station, moving the caps from bumper to bumper.
3. The pinches move down into position.
4. The carriage and service station move to the home position
5. The printer checks the status of supplies and the printhead, and then initializes the Ink Supply Stations.
12 Chapter 1 Printer fundamentals ENWW
6. Servicing routines are launched. The routines refresh the printhead depending on the time that the
printer has been off. The Front Panel shows “Preparing Print System”.
7. The paper path subsystems are initialized by exercising the ramps and rewinder, checking if there is
media present over the Media Sensor.
8. At the end of the process, the home screen appears in the Front Panel
Front Panel Menu Map
The following tables show the front panel menu layout.
ENWW Theory of operation 13
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ENWW Theory of operation 23
HP 727 PH Start up process
The Printhead initialization process is as follows:
NOTE: keep in mind that in order to initialize a printhead you need 40ml of Matte Black ink,and 30ml of ink
for the rest of the colors.
1. Insert cartridges: If the printhead is initialized during a printer installation; the printer first asks for new
supplies. If the printer is already installed and the tubes are full, go to Step 3.
“Ink cartridge missing. Install ink cartridge.”
24 Chapter 1 Printer fundamentals ENWW
”Change cartridges now. Press OK to continue.”
2. After inserting the cartridges, the printer requests the printhead.
“Preparing for printhead replacement”
“Open window to access printheads or press Cancel to quit”
3. After inserting the printhead, the printer checks the electrical connections.
“Checking printheads. Please wait”
ENWW Theory of operation 25
4. When the printhead is correct electrically, if the tubes are empty they start purging. The printhead then
fills. If the tubes are already full, the process is quicker.
“Preparing the printhead for first usage”
If the process finalizes correctly, the printer flags the printer tubes and printhead as filled of ink.
26 Chapter 1 Printer fundamentals ENWW
5. After the printhead and tubes are filled, the printer completes some printhead servicing to finalize the
initialization.
“Preparing print system”
Exit OK. If the printhead is properly initialized, the printer shows the following message:
“Printhead replacement. Printhead successfully replaced. Press OK to continue.”
Exit Not OK. If there is a problem the printer, depending on the problem, one of the two following
messages appears:
“Replace printhead. The printhead failed to complete the replacement process. Replace printhead.
Press OK to continue with printhead replacement.”
“Reseat the printhead. Press OK to continue.”
CIS Technology
Example of a CIS Element, Contact Image Sensor:
ENWW Theory of operation 27
The CIS Element consist of 3 major parts:
●Sensor
●Lens
●Light source
The Light source is 3 RGB LEDs that are lit one at a time. The sensor consists of 10368 individual
monochrome sensors.
The purpose of the lens is to channel the light from the “pixels” on the image to the sensors. There is no
magnification in the lens (1x1).
Due to the very short focal length, the focus depth is limited. The original has to be in contact with the
surface of the glass plate in order to be in focus.
The LED’s flash one at a time, capturing one color at a time.
28 Chapter 1 Printer fundamentals ENWW
2 Troubleshooting
●The front panel
●Service keys combination
●Troubleshooting tree
●Product Troubleshooting trees (MFP)
●Paper handling problems
●Ink supply problems
●Print-quality problems
●Connectivity problems
●Scanning Problems
●Firmware upgrades
The front panel
The front panel is located on the front right of the printer. It gives you complete control of your printer: from
the front panel, you can print, view information about the printer, change printer settings, perform
calibrations and tests, and so on. The front panel also displays alerts (warning and error messages) when
necessary. Information about specific uses of the front panel can be found throughout this guide.
ENWW The front panel 29
1. A Hi-Speed USB host port, intended for connecting a USB flash drive, which can provide files to be
printed. When a USB flash drive is inserted, a USB icon is displayed on the front panel's home
screen.
2. The front panel itself: a touch-sensitive screen with a graphical user interface.
3. Loudspeakers.
4. The Power key, with which you can turn the printer on or off. The key is illuminated when the printer is
on. It flashes when the printer is in sleep mode.
The front panel has a large central area to display dynamic information and icons. On the left and right sides
you can see up to six fixed icons at different times. Normally they are not all displayed at the same time.
Left and right fixed icons
●Press to return to the home screen.
●Press to view help about the current screen.
●Press to go to the previous item.
●Press to go to the next item.
●Press to go back to the previous screen. This does not discard any changes made in the current
screen.
●Press to cancel the current process.
30 Chapter 2 Troubleshooting ENWW
Home screen dynamic icons
The following items are displayed only on the home screen.
●Press to reach the information screen, where you can view information about printer status,
change printer settings, or initiate actions such as loading paper or replacing ink supplies.
●To the right of the above button is a message showing the printer status or the most important current
alert.
●
Press to print a file from a USB flash drive.
●
Press to print from your HP Designjet ePrint & Share account.
●
Press to view and manage the job queue. A smaller warning icon appears if there are jobs on
hold.
●Press to view information about the USB flash drive. This icon appears only when a USB flash drive
is inserted.
●
Press to access available applications. See http://www.hp.com/go/designjeteprinters. This icon
appears only when one or more applications are installed.
Information screen
To reach the information screen, press on the home screen.
Information screen dynamic icons
●Press for information about the paper status.
●Press for information about the ink cartridge status.
●Press for information about the printhead status.
●Press for information about the network status.
●Press for a list of alerts.
●Press for information about the printer.
●Press to view and change printer settings.
ENWW The front panel 31
Sleep mode
Sleep mode puts the printer into a reduced power state after a period of inactivity, turning off the front panel
display to save energy. Printer features can be enabled from this mode, and the printer maintains network
connectivity, waking up only as necessary. The printer can be woken from sleep mode by the Power button,
by sending a print job, or by opening the window, the roll cover, or the stacker cover. The printer wakes up in
several seconds, more quickly than if it is completely turned off. While in sleep mode, the Power button
blinks.
To change the time that elapses before sleep mode, press , then , then Setup > Front panel
options > Sleep mode wait time. You can set a time between 1 and 240 minutes; the default time is 30
minutes.
Printer Monitoring (with thde Print Spooler) and Remote Printer Management with the HP Utility and Web
JetAdmin continue to be available during sleep mode. Some remote management tasks offer the option of
remotely waking up the printer if needed to perform the task.
Other Power States
(1) After 50 cycles of sleep-mode, the printer performs an auto-reboot, done between 22h00 and 06h00.
Background information
Scheduled on/off
PoR is not to implement scheduled on/off because:
●According to customer tests, very few customers will program the feature.
●If the battery loses power, a difficult situation arises; either explain to the customer that they have a
failure that requires disabling the scheduled-off (difficult to explain without generating calls), or
declare a system error that would require service intervention to change the battery (changing the
battery requires disassembling the E-Box, See Open the E-Box on page 217.
●The cost benefit to the customer in terms of savings on energy bills is very minor (around $3 a year).
●The ecological benefits in terms of reduction of CO2 emissions are small.
Hardware must support scheduled on/off (second RTC), to be able to implement a firmware upgrade in the
case of escalation, MLKs, regulation changes, etc.
32 Chapter 2 Troubleshooting ENWW
* Assumes printer is never switched off.
** Total DECC equiv. CO2 footprint of all IB during 5 years May-2013 / May-2018 assuming 20%, switches-off
printer or office power and 33% programs schedule on/off.
Auto-off
Auto-off sets the printer to "soft-off" mode after the period of time set by the user can in the Front Panel.
This feature is disabled when the printer is connected to the LAN, and in this case, the printer can't go to soft-
off automatically. The default value from factory for the Auto-off time out is 120min.
ENWW The front panel 33
Service keys combination
Entering the diagnostics menu
1. Make sure the product is switched off with the Power button on the side of the Front Panel, and not with
the power switch on the back of the product.
2. Press and release the Power key to switch on the product.
3. Wait for the Home button light to come on.
4. Press the Home button; the button will acknowledge by blinking.
5. All LEDs will come on; press and release them one after another:
●The Cancel icon
●The Home icon
●The Help icon
NOTE: Do not push the icons all at the same time, push each one in the order shown above and
release each icon before pressing on the next icon
6. The 6 buttons on the Front Panel then blink 4 times; wait until the product completes the initialization
sequence and shows the Diagnostics menu.
7. In the Diagnostics menu, scroll up and down sliding a finger vertically on the Front Panel, and press on
the desired option.
NOTE: The Diagnostic Tests and Utilities work in a special mode that does not require the full initialization
of the product. Therefore, whenever a test is finished a test, switch off the product and switch it on again
before printing, or executing another test.
NOTE: A quick press of a button on the Front Panel frame may not be recognized by the product. When
pressing a button, be sure to press it for about 1 second.
NOTE: If the product hangs up during a test; switch the product off and restart from step 1.
Entering the service utilities menu
1. From the home screen, select the Information icon in the top left corner. For information about the
Front Panel keys, see using The front panel on page 29 or:
2. From the product information area, press the main menu / tool icon on the bottom right corner of the
screen.
3. Scroll down to the lowest menu option and select the Service menu option.
4. Enter the 4-digit 1st level access code “3174” and press OK.
5. Select the Service utilities menu option.
6. From the service utilities menu you can scroll up and down to see all the available utilities. Press on the
selected menu option.
34 Chapter 2 Troubleshooting ENWW
Troubleshooting tree
ENWW Troubleshooting tree 35
Product Troubleshooting trees (MFP)
Product Troubleshooting Tree
Use this tree to troubleshoot the MFP.
Figure 1-1 Troubleshooting
36 Chapter 2 Troubleshooting ENWW
Scanner Troubleshooting Tree
Use this tree to troubleshoot the scanner in the MFP.
Figure 1-2 Scanner Troubleshooting
ENWW Product Troubleshooting trees (MFP) 37
Scanner CIS Troubleshooting
Use this tree to troubleshoot the CIS of the scanner in the MFP.
Figure 1-3 Scanner Troubleshooting
38 Chapter 2 Troubleshooting ENWW
Paper handling problems
●The paper has jammed in the print platen
●The paper has jammed in the stacker
●The printer rejects the paper during paper load
●Prints do not fall neatly into the basket
●The paper type is not in the list
●The printer printed on the wrong paper type
●An “on hold for paper” message
●The printer displays out of paper when paper is available
●The print remains in the printer after printing has completed
●The cutter does not cut well
●The roll is loose on the spindle
The paper has jammed in the print platen
When a paper jam occurs, you normally see the Possible paper jam message in the front panel display, and a
system error 81:01 or 86:01.
1. Open the window.
2. Move the carriage manually to the left side of the printer, if feasible.
ENWW Paper handling problems 39
3. Go to the paper path.
4. Cut the paper with a pair of scissors.
5. Open the roll cover.
40 Chapter 2 Troubleshooting ENWW
6. Manually rewind paper onto the roll.
7. If the leading edge of the paper is ragged, trim it carefully with scissors.
ENWW Paper handling problems 41
8. Remove the paper left in the printer.
9. Make sure you have removed every fragment of paper.
10. Close the window and the roll cover.
42 Chapter 2 Troubleshooting ENWW
11. Restart the printer by holding down the power button for a few seconds, or by turning the power switch
at the rear off and then on.
12. Reload the roll, or load a new sheet.
NOTE: If you find that there is still some paper causing an obstruction within the printer, restart the
procedure and carefully remove all pieces of paper.
The paper has jammed in the stacker
When a stacker jam is detected, printing is paused, and the front panel asks you to open the stacker cover
and clear the jam by pulling out the paper.
When the stacker cover is closed and the printer detects no jammed paper, the front panel requests
confirmation to continue printing.
The printer rejects the paper during paper load
If the roll load process is too long and unsuccessful, check the following items:
●Roll paper is properly inserted in the spindle and pressed uniformly by the hubs.
●The core of the roll paper is not misplaced. If this is the case, try to correct its position.
●Check if the black hub of the spindle is damaged. If any part of the spindle is damaged, it could cause
roll load problems.
Prints do not fall neatly into the basket
●Ensure that the network and power cables are not getting in the way.
●Ensure that the basket is correctly installed.
●Ensure that the basket is open.
●Ensure that the basket is not full.
●Ensure that the paper is not jammed.
●Paper often tends to curl near the end of a roll, which can cause output problems. Load a new roll, or
remove prints manually as they are completed.
If you see the message Please remove the print from the basket and press OK to continue, empty the
basket, check that there is no paper in the path to the basket, then press OK. The printer checks that the
problem has been fixed.
The paper type is not in the list
To work with a paper that does not appear in the list in the driver or front panel, you can choose one of the
other papers in the list. However, you should at least choose a paper of the same type: transparent or
translucent, photo or bond, coated or technical.
NOTE: For photo paper, it is important to select a photo paper type, as the printer adjusts its use of ink for
photo paper.
Transparent or translucent film
If your paper is a transparent film (for example, a transparency), select paper type Film > Transparent/Clear
film.
If your paper is a translucent paper or film (for example, technical paper), select paper type Film > Matte
film.
ENWW Paper handling problems 43
Photo paper
If your paper is a photo paper, use the Photo Paper category. For gloss or high-gloss paper, select paper type
Photo Gloss Paper. For semi-gloss, satin, pearl, or luster finishes, select paper type Photo Semi-gloss/Satin
Paper.
To increase gamut on photo paper, select paper type HP Universal Gloss Photo Paper or HP Universal Satin
Photo Paper, depending on the finish.
Bond and coated or technical paper
Your paper type selection for generic paper depends on the paper’s ink absorption capacity.
●For thin papers (< 90 g/m
2
) or uncoated papers (for example plain paper or bright white paper), select
paper type Bond and Coated Paper > Plain Paper. You can also select Recycled Bond Paper.
●For light coated papers (< 110 g/m
2
), select paper type Bond and Coated Paper > HP Coated Paper.
●For heavyweight coated papers (< 200 g/m
2
), select paper type Bond and Coated Paper > Heavyweight
Coated Paper.
Black ink is easily removed when touched
This happens when your paper is incompatible with matte black ink. To use an optimized ink combination,
select paper type Photo Paper > Photo Gloss Paper.
After printing, the paper has wrinkles or there is too much ink
Reduce the quantity of ink, or use thicker paper. Matte paper categories from thinnest to thickest are:
●Plain Paper
●Coated Paper
●Heavyweight Coated Paper
●Super Heavyweight Plus Matte Paper
TIP: If you load paper that is slightly thicker than the paper type you selected, the printer will use less ink
than usual for the loaded paper.
The printer printed on the wrong paper type
If the printer prints your job before you were able to load your desired paper, you may have Any or Use
printer settings selected for the Paper Type in the printer driver. In this case, the printer will print
immediately on whichever paper is loaded. Load your desired paper, and select your paper type specifically in
the driver.
●In the Windows driver dialog: select the Paper/Quality tab, then select your paper type from the Paper
Type list.
●In the Mac OS X Print dialog: select the Paper/Quality panel, then select your paper type from the
Paper Type list.
NOTE: The driver default is Any for Mac OS and Use printer settings for Windows; they have the same
effect.
An “on hold for paper” message
Based on a set of conditions that you can set when sending a job to a two-roll printer, the printer will decide
which of the loaded rolls of paper is more suitable to print the job. If there is no roll of paper available that
44 Chapter 2 Troubleshooting ENWW
meets all the conditions, the printer will put the job on hold for paper. You can manually resume the job,
forcing it to print on a paper other than the one originally specified, otherwise it will stay on hold.
Which criteria are used to decide on which roll a job will be printed?
When a user sends a job, the desired paper type can be set (in the driver or in the Embedded Web Server). The
printer will print the job on a roll of paper of the chosen paper type that is large enough to print the drawing
without clipping. If there is more than one roll on which the job could be printed meeting all the criteria, the
roll will be chosen according to your preferences. These can be set from the front panel.
When is a job put on hold for paper?
If the paper mismatch action is set to Put job on hold, a job is put on hold for paper in the following cases:
●The paper type that has been selected by the user is not currently loaded on the specified roll—or on
either of the rolls, if no roll has been specified.
●The paper type that has been selected by the user is loaded on the specified roll, but the drawing is too
large to fit on the roll—or on either of the rolls, if no roll has been specified.
If I load a new roll of paper, will jobs that were on hold for paper be automatically printed?
Yes. Every time a new roll of paper is loaded, the printer will check if there are any jobs on hold for paper that
could be printed on the loaded roll.
I don’t like jobs being put on hold for paper. Can I prevent it?
Yes, this can be done from the front panel.
I set the option “Paper mismatch action” to “Print anyway”, but some jobs are still put on hold
(Windows driver only)
If the Show print preview option is selected in the driver or the Embedded Web Server, jobs are put on hold
until you have checked the preview and resumed the job. Check that the Show print preview option is not
checked in the driver, and that there are no pending preview windows waiting for confirmation to continue
printing.
My job is exactly as wide as the roll of paper that is loaded on the printer, but is put on hold for
paper
Margins are managed in different ways depending on the file type:
●For HP-GL/2 and HP RTL files, by default, margins are included inside the drawing, so a 914 mm (36 in)
HP-GL/2 and HP RTL file can be printed on a 914 mm (36 in) roll of paper and will not be put on hold for
paper.
●For other file formats, such as PostScript, PDF, TIFF or JPEG, the printer assumes that margins need to
be added outside the drawing (as, in many cases, these formats are used for photographs and other
images that do not include margins). This means that, to print a 914 mm (36 in) TIFF, the printer needs
to add margins, and the drawing needs 925 mm (36.4 in) of paper to be printed; this would cause the job
to be put on hold if the paper that is loaded on the printer is only 914 mm (36 in) wide.
If you wish to print these file formats without adding extra margins outside of the drawing, the Clip
contents by margins option can be used. This option will force the margins to be set inside of the
drawing, so a 914 mm (36 in) TIFF can be printed on a 914 mm (36 in) roll of paper without being put on
hold. However, if there is no white space already included in the drawing’s borders, some contents could
be clipped because of the margins.
NOTE: If you choose the option Match exact size, your job will be printed only on paper whose width
exactly matches the width of the job.
ENWW Paper handling problems 45
The printer displays out of paper when paper is available
If the roll has become loose from its core, it will not feed correctly and the printer will not load the paper. If
possible, tighten the paper to its core or load a new roll.
The print remains in the printer after printing has completed
The printer holds the paper to allow the print to dry after printing. If a sheet of paper is only partially ejected
after the drying time, gently pull it out of the printer.
The cutter does not cut well
By default, the printer is set to cut the paper automatically after each job.
If the cutter is turned on but not cutting correctly, check that the cutter rail is clean and clear of any
obstacles.
Even if the cutter is set to Off, the printer will still cut while:
●Switching from Roll 1 to Roll 2 or viceversa
●Switching the output from Stacker to Basket, and viceversa
Finally, if code SE86:01 appears while cutting, it may be required to manually readjust the Encoder Strip and
move it up slightly.
The roll is loose on the spindle
The roll may need to be replaced or reloaded.
46 Chapter 2 Troubleshooting ENWW
Ink supply problems
●Cannot insert an ink cartridge
●Ink cartridge status messages
●Cannot insert the printhead
●The front panel display recommends reseating or replacing the printhead
●Clean the printhead
●Align the printhead
●Printhead status messages
●PH 727 Error codes
Cannot insert an ink cartridge
1. Check that you have the correct type of cartridge (model number).
2. Check that the colored label on the cartridge is the same color as the label on the slot.
3. Check that the cartridge is correctly oriented, with the letter or letters marking the cartridge label right-
side up and readable.
CAUTION: Never clean inside the ink cartridge slots.
Ink cartridge status messages
These are the possible ink cartridge status messages:
●OK: The cartridge is working normally, with no known problems.
●Missing: There is no cartridge present, or it is not correctly connected to the printer.
●Low: The ink level is low.
●Very low: The ink level is very low.
●Empty: The cartridge is empty.
●Reseat: You are recommended to remove the cartridge and then reinsert it.
●Replace: You are recommended to replace the cartridge with a new cartridge.
●Expired: It is past the cartridge's expiration date.
●Incorrect: The cartridge is not compatible with this printer. The message includes a list of compatible
cartridges.
●Non-HP: The cartridge is used, refilled, or counterfeit.
Cannot insert the printhead
1. Check that you have the correct type of printhead (model number).
2. Check that you have removed the seven orange protective caps from the printhead.
3. Check that the printhead is correctly oriented.
4. Check that you have correctly closed and latched the printhead cover.
ENWW Ink supply problems 47
The front panel display recommends reseating or replacing the printhead
1. Remove the printhead.
2. Clean the electrical connections on the backside of the printhead with a lint-free cloth. You can carefully
use a mild rubbing alcohol if moisture is needed to remove residue. Do not use water.
CAUTION: This is a delicate process and may damage the printhead. Do not touch the nozzles on the
bottom side of the printhead, especially not with any alcohol.
3. Reinsert the printhead.
4. Check the front panel display message. If the problem remains, try a new printhead.
Clean the printhead
As long as the printer is kept turned on, automatic cleaning is performed periodically. This ensures there is
fresh ink in the nozzles and prevents nozzle clogs, thus preserving print quality. If you have print quality
problems, please see Print-quality problems on page 51 before proceeding.
To clean the printhead, go to the front panel and press , then , then Image Quality Maintenance
> Clean printhead, and select the color group including the color that needs cleaning (Clean all, Clean MK-Y,
Clean C-M-PK-G).
Align the printhead
Precise printhead alignment is essential for accurate colors, smooth color transitions, and sharp edges in
graphical elements. Your printer has an automatic printhead alignment process which runs whenever the
printhead has been accessed or replaced.
You may need to align the printhead after a paper jam or if you are experiencing print-quality problems.
1. Load the paper you wish to use. You can use a roll or a cut sheet; plain white paper is recommended.
CAUTION: Do not use transparent or semi-transparent paper to align the printhead.
2. Ensure that the window is closed, as a strong light source near the printer during printhead realignment
can affect alignment.
3. From the front panel, press , then Image Quality Maintenance > Align printhead.
NOTE: Printhead alignment can also be started from the Embedded Web Server (Support > Print
Quality Troubleshooting), or from the HP Utility (Windows: Support > Print Quality Troubleshooting;
Mac OS X: Information and Print Quality > Align).
48 Chapter 2 Troubleshooting ENWW
4. If the loaded paper is satisfactory, the printer runs the realignment and prints a realignment pattern.
5. The process takes about five minutes. Wait until the front panel display shows the process complete
before using the printer.
If the printer cannot complete the printhead alignment successfully, you may be asked to clean the printhead
and try again.
Printhead status messages
These are the possible printhead status messages:
●OK: The printhead is working normally, with no known problems
●Missing: There is no printhead present, or it is not correctly installed in the printer.
●Reseat: You are recommended to remove the printhead and then reinsert it. If that fails, clean the
electrical connections, see The front panel display recommends reseating or replacing the printhead
on page 48. If that fails, replace the printhead with a new one.
●Replace: The printhead is failing. Replace the printhead with a working one.
●Replacement incomplete: The printhead replacement process has not completed successfully; re-
launch the replacement process and let it finish completely.
●Remove: The printhead is not a suitable type for use in printing.
●Non-HP ink: Ink from a used, refilled, or counterfeit ink cartridge has passed through the printhead. See
the limited warranty document provided with your printer for details of the warranty implications.
PH 727 Error codes
The PH error codes can be found in 2 places:
●PH Status in the Front Panel.
●In the service plot (Go to Embedded Web Server: Support tab -> Service support -> Printer information.
A new page opens; select the“All pages” tab. Download, or print to pdf.
Error codes list:
ENWW Ink supply problems 49
Status / Failure
mode
Action
reported
to user
Service
Support /
Printer
Informatio
n Code by
EWS
Printhead
Informatio
n by
Control
Panel
Description
WORKING OK 0 0x00000 The pen is working properly
FAILS_LOGICAL_V RESEAT 1 0x00001 Undervoltage, overvoltage or inkshort detected in Vcc (5V)
FAILS_CONTINUIT
Y
RESEAT 2 0x00002 Failed pen ID programming or pen continuity tests
SHUTDOWN REPLACE 4 0x00004 CsData fault, printhead clock or temperature error
FAILS_VPP RESEAT 8 0x00008 Undervoltage, overvoltage, leakage or inkshort detected in Vpp or
VppLogic
TEMP_EXTREMEL
Y_HIGH
REPLACE 16 0x00010 The temperature of the pen is beyond maximum margins
TEMP_EXTREMEL
Y_LOW
REPLACE 32 0x00020 The temperature of the pen is under minimum margins
TEMP_TOO_HIGH RESEAT 64 0x00040 The temperature of the pen is beyond normal margins for too long
TEMP_TOO_LOW RESEAT 128 0x00080 The temperature of the pen is under normal margins for too long
BAD_ACUMEN_IN
FO
REPLACE 256 0x00100 Parity error on FAMOS bits
NO_PEN MISSING 512 0x00200 There is no pen detected
BAD_ACUMEN_AC
CESS
RESEAT 1024 0x00400 Error while reading or writing PH bits
WRONG_MODEL REMOVE 2048 0x00800 The model inserted is not the required by the printer
MISMATCH REMOVE 4096 0x01000 The color or the printhead version is not the required in the slot
CSDATA_NOT_RE
SPONDING
RESEAT 8192 0x04000 The CSDATA communication fails
50 Chapter 2 Troubleshooting ENWW
Print-quality problems
●General advice
●Print-quality troubleshooting wizard
●Recalibrate the paper advance
●Horizontal lines across the image (banding)
●Lines are too thick, too thin or missing
●Lines appear stepped or jagged
●Lines print double or in the wrong colors
●Lines are discontinuous
●Lines are blurred
●Line lengths are inaccurate
●The whole image is blurry or grainy
●The paper is not flat
●The print is scuffed or scratched
●Ink marks on the paper
●Black ink comes off when you touch the print
●Edges of objects are stepped or not sharp
●Edges of objects are darker than expected
●Horizontal lines at the end of a cut sheet print
●Vertical bands of different colors
●White spots on the print
●Colors are inaccurate
●Colors are fading
●The image is incomplete (clipped at the bottom)
●The image is clipped
●Some objects are missing from the printed image
●A PDF file is clipped or objects are missing
●The Image Diagnostics Print
●If you still have a problem
General advice
When you have any print-quality problem:
ENWW Print-quality problems 51
●To achieve the best performance from your printer, use only genuine manufacturer's supplies and
accessories, whose reliability and performance have been thoroughly tested to give trouble-free
performance and best-quality prints. For details of recommended papers, see users guide.
●Make sure that the paper type selected in the front panel is the same as the paper type loaded into the
printer (see users guide). At the same time, check that the paper type has been calibrated. Also make
sure that the paper type selected in your software is the same as the paper type loaded into the printer.
CAUTION: If you have the wrong paper type selected, you could experience poor print quality and
incorrect colors, and perhaps even damage to the printhead.
●Check that you are using the most appropriate print-quality settings for your purposes (see users
guide). You are likely to see lower print quality if you have moved the print-quality slider to the 'Speed'
end of the scale, or set the custom quality level to Fast.
●Check that your environmental conditions (temperature, humidity) are in the recommended range. See
users guide.
●Check that your ink cartridges and printhead have not passed their expiration dates: see users guide.
For the latest information, please visit http://www.hp.com/go/T920/support or http://www.hp.com/go/
T1500/support.
Print-quality troubleshooting wizard
The print-quality troubleshooting wizard can help with the following problems:
●Horizontal lines across the image (banding)
●The whole image is blurry or grainy
●Lines are too thick, too thin or missing
●Colors are inaccurate
To start the wizard:
●From the HP Designjet Utility for Windows: Go to the Support tab, and select Print Quality Toolbox.
●From the HP Utility for Mac OS X: Select Print quality troubleshooting in the Support group.
●From the Embedded Web Server: Go to the Support tab, then select Print quality troubleshooting.
●From the front panel: Press , then , then Image quality maintenance.
Alternatively, or if you have other print-quality problems, you can continue reading this chapter.
Recalibrate the paper advance
Accurate paper advance is important to image quality because it is part of controlling the proper placement
of dots on the paper. If the paper is not advanced the proper distance between printhead passes, light or dark
bands appear in the print and image grain may increase.
The printer is calibrated to advance correctly with all the papers appearing in the front panel. When you
select the type of loaded paper, the printer adjusts the rate at which to advance the paper while printing.
However, if you are not satisfied with the default calibration of your paper, you may need to recalibrate the
rate at which the paper advances. See users guide for steps to determine if paper advance calibration will
solve your issue.
You can check the paper advance calibration status of the currently loaded paper at any time from the front
panel. Press , then , then Image quality maintenance > Calibration status. The status may be
one of the following.
52 Chapter 2 Troubleshooting ENWW
●DEFAULT: This status appears when loading any paper that has not been calibrated. HP papers in the
Front Panel have been optimized by default and unless you experience image quality problems in your
printed image such as banding or graininess it is not recommended to recalibrate the paper advance.
●OK: This status indicates that the loaded paper has been calibrated before. However you may need to
repeat the calibration if you experience image quality problems such as banding or graininess in your
printed image.
NOTE: Whenever you update the printer’s firmware, the paper advance calibration values are reset to
factory default, see users guide.
CAUTION: Transparent papers and films must be calibrated by pressing , then , then Image
quality maintenance > Paper advance calibration > Adjust paper advance, from step four in Recalibrating
the paper advance procedure.
Recalibrating the paper advance procedure
1. From the front panel, press , then , then Image quality maintenance > Paper advance
calibration > Calibrate paper advance. The printer automatically recalibrates the paper advance and
prints a paper advance calibration image, which you can send to stacker or basket.
2. Wait until the front panel displays the status screen, then reprint your print.
NOTE: The recalibration procedure takes a few minutes. Do not worry about the paper advance
calibration image. The front-panel display shows any errors in the process.
If you are satisfied with your print continue using this calibration for your paper type. If you see
improvement in your print, continue with step three. If you are dissatisfied with the recalibration, return
to the default calibration, see Return to default calibration on page 54.
3. If you would like to fine-tune the calibration or are using a transparent paper, press , then ,
then Image quality maintenance > Paper advance calibration > Adjust paper advance.
ENWW Print-quality problems 53
4. Select the percentage of change from –100% to +100%. To correct light banding, decrease the
percentage.
To correct dark banding, increase the percentage.
5. Press OK on the front panel, to save the value.
6. Wait until the front panel displays the status screen and reprint your print.
Return to default calibration
Returning to the default calibration sets all the corrections made by the paper advance calibration to zero. To
return to the default paper advance calibration value, you must reset the calibration.
1. From the front panel, press , then , then Image quality maintenance > Paper advance
calibration > Reset paper advance.
2. Wait until the front panel displays the operation has completed successfully.
Horizontal lines across the image (banding)
If your printed image suffers from added horizontal lines as shown (the color may vary):
54 Chapter 2 Troubleshooting ENWW
1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide.
2. Check that you are using appropriate print-quality settings for your purposes (see users guide). In some
cases, you can overcome a print-quality problem merely by selecting a higher print-quality level. For
instance, if you have set the Print Quality slider to Speed, try setting it to Quality. If you change the
print-quality settings, you may wish to reprint your job at this point in case the problem has been
solved.
3. Print the Image Diagnostics Print. See The Image Diagnostics Print on page 64.
4. If the printhead is working correctly, go to the front panel and press , then , then Image
quality maintenance > Calibration status to see the paper advance calibration status. If the status is
DEFAULT, try performing paper advance calibration: see Recalibrate the paper advance on page 52.
If the problem persists despite all the above actions, contact your customer service representative for
further support.
Lines are too thick, too thin or missing
1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide.
2. Check that you are using appropriate print-quality settings for your purposes (see users guide). If
printing on photo paper, select the custom print-quality options in the driver dialog, and try turning on
the Maximum detail option (if available). You may wish to reprint your job at this point in case the
problem has been solved.
3. If the resolution of your image is greater than the printing resolution, you may notice a loss of line
quality. If you are using the PCL3GUI or the HP-GL/2 driver for Windows, you can find the Max.
Application Resolution option in the driver dialog's Advanced tab, under Document Options > Printer
Features. If you change this option, you may wish to reprint your job at this point in case the problem
has been solved.
4. When printing on uncoated paper in Fast mode, try loading the paper as Bright Bond.
ENWW Print-quality problems 55
5. If the problem remains, go to the front panel and press , then , then Image quality
maintenance > Calibration status to see the printhead alignment status. If the status is PENDING, you
should align the printhead. See Align the printhead on page 48. After alignment, you may wish to reprint
your job in case the problem has been solved.
6. Go to the front panel and press , then , then Image quality maintenance > Calibration
status to see the paper advance calibration status. If the status is DEFAULT, you should perform paper
advance calibration: see Recalibrate the paper advance on page 52.
7. If lines are too thin or missing, print the Image Diagnostics Print. See The Image Diagnostics Print
on page 64.
If the problem persists despite all the above actions, contact your customer service representative for
further support.
Lines appear stepped or jagged
If lines in your image appear stepped or jagged when printed:
1. The problem may be inherent in the image. Try to improve the image with the application you are using
to edit it.
2. Check that you are using appropriate print-quality settings. See users guide.
3. Select the custom print-quality options in the driver dialog, and turn on the Maximum detail option (if
available).
Lines print double or in the wrong colors
This problem can have various visible symptoms:
●Colored lines are printed double, in different colors.
●The borders of colored blocks are wrongly colored.
To correct this kind of problem:
56 Chapter 2 Troubleshooting ENWW
1. Align the printhead. See Align the printhead on page 48.
2. Reseat the printhead by removing and then reinserting it. See users guide.
Lines are discontinuous
If your lines are broken in the following way:
1. Check that you are using appropriate print-quality settings. See users guide.
2. When printing on uncoated paper in Fast mode, try loading the paper as Bright Bond.
3. Align the printhead. See Align the printhead on page 48.
4. Reseat the printhead by removing and then reinserting it. See users guide.
Lines are blurred
Humidity can cause ink to soak into the paper, making the lines blurred and fuzzy. Try the following:
1. Check that your environmental conditions (temperature, humidity) are suitable for high-quality printing.
See users guide.
2. Check that the paper type selected in the front panel is the same as the paper type you are using. See
users guide.
3. Try changing to a heavier paper type, such as HP Heavyweight Coated Paper or HP Super Heavyweight
Plus Matte Paper.
4. Select a paper type that is slightly thinner than the paper you have loaded; this will persuade the printer
to use less ink. Here are some example paper types in ascending order of thickness: Plain Paper, Coated
Paper, Heavyweight Coated Paper, Super Heavyweight Plus Matte Paper.
5. If you are using photo paper, try changing to a different type of photo paper.
6. Align the printhead. See Align the printhead on page 48.
Line lengths are inaccurate
If you have measured your printed lines and find that the lengths are not sufficiently accurate for your
purposes, you can try to improve line length accuracy in the following ways.
ENWW Print-quality problems 57
1. Print on HP Matte Film, for which your printer's line length accuracy is specified. See users guide.
Polyester film is about ten times more dimensionally stable than paper. However, using film that is
thinner or thicker than HP Matte Film will reduce line length accuracy.
2. Set the Print Quality slider to Quality.
3. Maintain the room at a steady temperature between 10 and 30°C (50 and 86°F).
4. Load the roll of film and let it rest for five minutes before printing.
5. If you are still not satisfied, try recalibrating the paper advance. See Recalibrate the paper advance
on page 52.
The whole image is blurry or grainy
1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide.
2. Check that you are printing on the correct side of the paper.
3. Check that you are using appropriate print-quality settings (see users guide). In some cases, you can
overcome a print-quality problem merely by selecting a higher print-quality level. For instance, if you
have set the Print Quality slider to Speed, try setting it to Quality. If you change the print-quality
settings, you may wish to reprint your job at this point in case the problem has been solved.
4. Go to the front panel and press , then , then Image quality maintenance > Calibration
status to see the printhead alignment status. If the status is PENDING, you should align the printhead.
See Align the printhead on page 48. After alignment, you may wish to reprint your job in case the
problem has been solved.
5. Go to the front panel and press , then , then Image quality maintenance > Calibration
status to see the paper advance calibration status. If the status is DEFAULT, you should perform paper
advance calibration: see Recalibrate the paper advance on page 52.
If the problem persists despite all the above actions, contact your customer service representative for
further support.
The paper is not flat
If the paper does not lie flat when it comes out of the printer, but has shallow waves in it, you are likely to see
defects in the printed image, such as vertical stripes. This can happen when you use thin paper that becomes
saturated with ink.
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1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide.
2. Try changing to a thicker paper type, such as HP Heavyweight Coated Paper or HP Super Heavyweight
Plus Matte Paper.
3. Select a paper type that is slightly thinner than the paper you have loaded; this will persuade the printer
to use less ink. Here are some example paper types in ascending order of thickness: Plain Paper, Coated
Paper, Heavyweight Coated Paper, Super Heavyweight Plus Matte Paper.
4. If you see horizontal stripes, try printing the same job rotated; this sometimes reduces the visibility of
the stripes.
The print is scuffed or scratched
The black ink pigment can be scuffed or scratched when touched by a finger, a pen or some other object. This
is particularly noticeable on coated paper.
Photo paper may be extremely sensitive to the basket or to anything else that it contacts soon after printing,
depending on the amount of ink used and the environmental conditions at the time of printing.
To reduce the risk of scuffs and scratches:
●Handle prints carefully.
●Catch your prints as they are cut from the roll and do not let them fall into the basket. Alternatively,
leave a sheet of paper in the basket so that freshly printed sheets do not make direct contact with the
basket.
Ink marks on the paper
This problem can occur for several different reasons.
Horizontal smears on the front of the paper
When a lot of ink is used on a paper-based material, the paper absorbs the ink quickly and expands. If the
paper is stiff and curled, near the end of the roll the leading edge of the paper may rise slightly in the print
area. As the printhead moves over the paper, it may come into contact with the paper and smear the printed
image.
ENWW Print-quality problems 59
Whenever you notice this problem, cancel the printing job immediately. Press on the front panel and also
cancel the job from your computer application. Soaked paper can damage the printhead.
Try the following suggestions to avoid this problem:
1. Increase the margins by relocating the image to the center of the page, either with your software or
with the front panel’s Move Paper option (see users guide). To prevent such smears most effectively,
the distance from the image to the leading edge of the paper should be at least 20 mm (0.8 in).
2. Select a faster print mode: change from Best to Normal, or from Normal to Fast mode.
Other smears on the paper
The following suggestions may be used for all kinds of smears, including those on the front of the paper:
1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide.
2. Use a recommended paper type (see users guide) and the correct print settings.
3. If using sheet paper, try rotating the sheet 90 degrees. The orientation of the paper fibers may affect
performance.
4. Try changing to a thicker paper type, such as HP Heavyweight Coated Paper or HP Super Heavyweight
Plus Matte Paper.
5. Select a paper type that is slightly thinner than the paper you have loaded; this will persuade the printer
to use less ink. Here are some example paper types in ascending order of thickness: Plain Paper, Coated
Paper, Heavyweight Coated Paper, Super Heavyweight Plus Matte Paper.
Black ink comes off when you touch the print
This problem may be caused by printing with matte black ink on photo paper. The printer will not use matte
black ink if it knows that the paper will not retain it. To be sure of avoiding matte black ink, you can select
Photo Gloss Paper as the paper type (in the Photo Paper category).
Edges of objects are stepped or not sharp
60 Chapter 2 Troubleshooting ENWW
If edges of objects or lines appear to be poorly defined or lighter in density, and you have already set the
print-quality slider to Quality in the driver dialog, select the custom print-quality options, and try setting the
quality level to Normal. See users guide.
Edges of objects are darker than expected
If edges of objects seem darker than expected, and you have already set the print-quality slider to Quality in
the driver dialog, select the custom print-quality options, and try setting the quality level to Normal. See
users guide.
Horizontal lines at the end of a cut sheet print
This type of defect affects only the end of a print, within approximately 30 mm of the trailing edge of the
paper. You may see some very thin horizontal lines across the print.
To avoid this problem:
1. Print the Image Diagnostics Print. See The Image Diagnostics Print on page 64.
2. Consider printing with roll paper.
3. Consider using larger margins around your image.
Vertical bands of different colors
If your print has vertical bands of different colors along it:
1. Try using higher print-quality settings (see users guide). For instance, if you have set the Print Quality
slider to Speed, try setting it to Quality.
2. Try using thicker paper, choosing from the recommended paper types such as HP Heavyweight Coated
Paper and HP Super Heavyweight Paper. See users guide.
White spots on the print
You may notice white spots on the print. This is probably due to paper fibers, dust or loose coating material.
To avoid this problem:
1. Try cleaning the paper manually with a brush before printing, to remove any loose fibers or particles.
2. Always keep the cover of your printer closed.
3. Protect your paper rolls and sheets by storing them in bags or boxes.
ENWW Print-quality problems 61
Colors are inaccurate
If the colors of your print do not match your expectations, try the following:
1. Check that the paper type you have loaded corresponds to the paper type selected in the front panel
and in your software. See users guide. Also, press , then , then Image quality maintenance
> Calibration status to check the color calibration status. If the status is PENDING or OBSOLETE, you
should perform color calibration: see users guide. If you have made any changes, you may wish to
reprint your job in case the problem has been solved.
2. Check that you are printing on the correct side of the paper.
3. Check that you are using appropriate print-quality settings (see users guide). If you have selected the
Speed or Fast options, you may not get the most accurate colors. If you change the print-quality
settings, you may wish to reprint your job at this point in case the problem has been solved.
4. If you are using Application Color Management, check that the color profile you are using corresponds
to the selected paper type and print-quality settings. If you have doubts about which color settings to
use, see users guide.
5. If the problem consists of color differences between your print and your monitor, please follow the
instructions in the “How to calibrate your monitor” section of the HP Color Center. At this point, you may
wish to reprint your job in case the problem has been solved.
6. Print the Image Diagnostics Print. See The Image Diagnostics Print on page 64.
7. Try using the color adjustment options to produce the colors you want. See users guide.
If the problem persists despite all the above actions, contact your customer service representative for
further support.
Color accuracy using EPS or PDF images in page layout applications
Page layout applications such as Adobe InDesign and QuarkXPress do not support color management of EPS,
PDF or grayscale files.
If you have to use such files, try to ensure that the EPS, PDF or grayscale images are already in the same
color space that you intend to use later on in Adobe InDesign or QuarkXPress. For instance, if your final goal
is to print the job in a press that follows the SWOP standard, convert the image into SWOP when you create it.
Colors are fading
If you print on instant-dry photo paper, your prints will fade rapidly. If you plan to display the prints for more
than two weeks, you should laminate them to achieve longer life.
Prints on swellable coated papers will fade much less rapidly. However, lamination will increase the life of
prints (depending on the type of lamination) with all paper types. For more information, consult your
laminate provider.
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The image is incomplete (clipped at the bottom)
●Did you press before all the data were received by the printer? If so, you have ended the data
transmission and will have to print the page again.
●There may be a communications problem between your computer and the printer. Check your network
cable.
●Check to make sure that your software settings are correct for your current page size (for example,
long-axis prints).
●If you are using network software, make sure it has not timed out.
The image is clipped
Clipping normally indicates a discrepancy between the actual printable area on the loaded paper and the
printable area as understood by your software. You can often identify this kind of problem before printing by
previewing your print (see users guide).
●Check the actual printable area for the paper size you have loaded.
printable area = paper size – margins
●Check what your software understands to be the printable area (which it may call "printing area" or
"imageable area"). For example, some software applications assume standard printable areas that are
larger than those used in this printer.
●If you have defined a custom page size with very narrow margins, the printer may impose its own
minimal margins, clipping your image slightly. You may want to consider using a larger paper size, or
borderless printing (see users guide).
●If your image contains its own margins, you may be able to print it successfully by using the Clip
Contents by Margins option (see users guide).
●If you are trying to print a very long image on a roll, check that your software is capable of printing an
image of that size.
●You may have asked to rotate the page from portrait to landscape on a paper size that is not wide
enough.
●If necessary, reduce the size of the image or document in your software application, so it fits between
the margins.
There is another possible explanation for a clipped image. Some applications, such as Adobe Photoshop,
Adobe Illustrator and CorelDRAW, use an internal 16-bit coordinate system which means that they cannot
handle an image of more than 32,768 pixels.
NOTE: An image 32,768 pixels long would print at a length of 1.39 m (54.61 in) if you select Best or Quality
in the driver, 2.78 m (109.23 in) if you select Fast, Normal or Speed in the driver.
If you try to print an image larger than this from these applications, the bottom of the image may be clipped.
To print the whole image, try these suggestions:
●Try using the PostScript printer driver to print your job, if you have not already tried it.
●The Windows HP-GL/2 driver dialog includes an option called Max. application resolution, which
enables you to print successfully in this situation. You will not normally need to change the default
setting, which is Auto. However, you can find the option in the Advanced tab, under Document Options
> Printer Features.
●Save the file in another format, such as TIFF or EPS, and open it with another application.
●Use a RIP to print the file.
ENWW Print-quality problems 63
Some objects are missing from the printed image
Large quantities of data may be necessary to print a high-quality large-format print job, and in some specific
workflows there may be issues that can lead to some objects missing from the output. Here are some
suggestions to help you to avoid this problem.
●Try using the PostScript printer driver to print your job, if you have not already tried it.
●Select a smaller page size and scale to the desired final page size in the driver or in the front panel.
●Save the file in another format, such as TIFF or EPS, and open it with another application.
●Use a RIP to print the file.
●Reduce the resolution of bitmap images in your application software.
●Select a lower print quality in order to reduce the resolution of the printed image.
NOTE: If you are working under Mac OS X, not all of these options are available.
These options are suggested for troubleshooting purposes and may adversely affect the final output quality
or the time necessary to generate the print job. Therefore, they should be cancelled if they do not help to
solve the problem.
A PDF file is clipped or objects are missing
In older versions of Adobe Acrobat or Adobe Reader, large PDF files could be clipped or lose some objects
when printing with the HP-GL/2 driver at high resolution. In order to avoid such problems, update your Adobe
Acrobat or Adobe Reader software to the latest version. From version 7 onwards, these problems should be
solved.
The Image Diagnostics Print
See Diagnostics Print on page 139.
If you still have a problem
If you still experience print-quality problems after applying the advice in this chapter, here are some further
things that you can do:
●Try using a higher print-quality option. See users guide.
●Check the driver you are using to print with. If it is a non-HP driver, consult the driver vendor about the
problem. You could also try using the correct HP driver, if feasible. The latest HP drivers can be
downloaded from http://www.hp.com/go/T920/drivers or http://www.hp.com/go/T1500/drivers.
●If you are using a non-HP RIP, its settings may be incorrect. See the documentation that came with the
RIP.
●Check that your printer's firmware is up to date. See users guide.
●Check that you have the right settings in your software application.
64 Chapter 2 Troubleshooting ENWW
Connectivity problems
●General network troubleshooting
●Printer discovery
●IO Configuration page
●LEDs
●Link troubleshooting
●Link configuration methods
●Reset network parameters
●Internet connection troubleshooting
●Security
General network troubleshooting
Some symptoms are:
●The front panel display does not show the Receiving message when an image is sent to the printer.
●Computer displays an error message when trying to print.
●Computer or printer hangs (stays idle), while communication is taking place.
●Printed output shows random or inexplicable errors (misplaced lines, partial graphics etc.).
To solve a communication problem:
●Ensure that the correct printer is selected in the application.
●Ensure that the printer works correctly when printing from other applications.
●Remember that very large prints may take some time to receive, process and print.
●If the printer is connected to a network, check the printer connectivity status: the printer should have an
IP address and it should match the IP address specified in the printing computer. If the addresses do not
match, then configure correctly; if the issue persists, check the network configuration.
●Try another interface cable.
●When a network device automatically configures itself on an IP address from the DHCP service, the IP
address may differ from the time the device was last switched off to the time it is next switched on. This
can lead to the device being shown as "offline" when driver port settings are configured with the original
IP address. There are at least three possible ways to avoid this:
●Increase the lease time of the DHCP server device.
●Set a fixed IP address for the printer that will not be changed by DHCP.
●Configure the printer and driver to refer to the hostname instead of the numeric IP address. To set a
fixed IP address for the printer:
Finally, the T790-T1500 embedds a JDI connectivity card. For detailed information see:
●HP Jetdirect Print Servers Administrator’s Guide.
●http://www.hp.com/go/jetdirect
To use the hostname instead of the numeric IP address:
ENWW Connectivity problems 65
1. Go to the front panel and press or .
2. Take a note of the IP address and the hostname (HPXXXXXX format).
3. If the computer is running Windows, go to Front Panel > Printers >, right-click the printer and select
Properties > Ports> Configure Port, and in the Printer name or IP address field enter the hostname.
Finally, if unexpected printer behavior is experienced, one can restore most of the printer’s settings:
●Basic networking settings can be reset by pressing , then , then Connectivity > Network
connectivity > Advanced > Restore factory settings.
●Network security settings can be reset by pressing , then , then Connectivity > Network
connectivity > Gigabit Ethernet > Modify configuration > Reset Security.
Printer discovery
If unable to install the HP software provided with the printer, check that:
●All cable connections to the computer and the printer are secure.
●The network is operational and the network hub is turned on.
●All applications, including virus protection programs, spyware protection programs, and firewalls, are
closed or disabled for computers running Windows.
●The printer is installed on the same subnet as the computers that use the printer. If the installation
program cannot discover the printer, print the network configuration page, and enter the IP address
manually in the installation program.
Though it is not recommended that a static IP address is assigned to the printer, it might resolve some
installation problems (such as a conflict with a personal firewall) by doing so.
IO Configuration page
The IO Configuration page provides comprehensive print server status. It is an important diagnostic tool,
especially if network communications are not available. For a description of messages that may appear on
the IO Configuration page, see the HP Jetdirect Print Servers Administrator’s Guide for the print server model.
LEDs
The printer has status lights (LEDs) that indicate the link status and network activity.
●When the green light is on, the printer has successfully linked to the network.
●When the yellow light is blinking, there is network transmission activity.
Link troubleshooting
If the printer does not successfully connect to the network:
●Both LEDs will be off.
●LAN Error- Loss of Carrier will be indicated on the IO Configuration page.
If a link failure is indicated, try the following:
66 Chapter 2 Troubleshooting ENWW
●Check cable connections.
●Manually configure the link setting to match the port configuration of the network hub or switch. Turn
the printer off, then on again, to re-initialize the setting.
●Print an IO Configuration page and check link settings.
Item Description
Port Config If the printer is properly linked, this item has one of the following values:
●10BASE-T HALF: 10 Mbps, half-duplex
●10BASE-T FULL: 10 Mbps, full-duplex
●100TX-HALF: 100 Mbps, half-duplex
●100TX-FULL: 100 Mbps, full-duplex
●1000TX FULL
If the printer is not properly linked, one of the following messages will appear:
●UNKNOWN: The printer is in an initialization state.
●DISCONNECTED: A network connection has not been detected. Check network cables. Reconfigure the
link settings, or restart the printer.
Auto Negotiation Indicates whether auto-negotiation for link configuration is on or off:
●ON (default):The printer will attempt to automatically configure itself onto the network at the proper
speed and communication mode.
●OFF: Manually configure the link speed and communication mode using the front panel. The settings
must match those of the network for proper operation.
Link configuration methods
The printer supports 10, 100, or 1000 Mbps network link speeds using full-duplex or half-duplex
communication modes (a 1000T half-duplex selection is not supported). By default, it will attempt to
autonegotiate its link operation with the network. When connecting to network hubs and switches that do
not support auto-negotiation, the printer will configure itself for 10 Mbps or 100 Mbps half-duplex operation.
For example, when connected to a nonnegotiating 10 Mbps hub, the print server will automatically set itself
to operate at 10 Mbps half-duplex.
If the printer is not able to connect to the network through auto-negotiation, set the link setting by one of the
following methods:
●The front panel.
●The Embedded Web Server.
●Telnet interface, through a system command prompt.
●A TFTP (Trivial File Transfer Protocol) configuration file that is downloaded, for example, from a BootP
or DHCP server.
●Network management tools such as HP Web Jetadmin.
Reset network parameters
Network parameters (for example, the IP address) can be reset to factory default values by a cold reset:
turning the printer off and on again. After a cold reset, print an IO Configuration page to confirm that
factoryreset values have been assigned.
ENWW Connectivity problems 67
CAUTION: A factory-installed HP Jetdirect X.509 certificate will be saved over a cold reset to factory default
values. However, a Certificate Authority (CA) certificate that has been installed by the user to validate a
network authentication server will not be saved.
Internet connection troubleshooting
If your printer has difficulty in connecting to the Internet, it may start the Connectivity Wizard automatically.
You can also start the wizard manually at any time.
●From the front panel: Press , then , then Connectivity > Connectivity wizard.
●From the front panel: Press , then , then Internal prints > Service information prints >
Print connectivity config. In this case, the results are printed out.
NOTE: The results printed out are from the last run of the Connectivity wizard, so you must already
have run the Connectivity wizard in order to get any results.
The Connectivity Wizard performs a series of tests automatically. You can also choose to perform individual
tests. From the front panel, press , then , then Connectivity > Diagnostics & troubleshooting.
The following options are available.
●All tests
●Network connectivity test: Check the printer's connection to the local area network.
●Internet connectivity test: Check the printer's connection to the Internet.
●HP Designjet ePrint & Share test: Check the printer's connection to HP Designjet ePrint & Share.
●HP ePrint Center connectivity test: Check the printer's connection to the HP ePrint Center.
●Firmware update test: Check the printer's connection to HP's firmware update servers.
●Email server test: Check the printer’s connection to the configured email server.
●Customer Involvement Program test: Check the printer’s connection to the CIP.
Alternatively, these tests can be launched from the Embedded Web Server: select Support > Connectivity
troubleshooting.
If any test fails, the printer describes the problem and recommends how to solve it.
Security
For security troubleshooting, please refer to the “HP Designjet Security white paper”:
http://h41302.www4.hp.com/km/saw/view.do?docId=emr_na-c03228416&hsid=47247768&sz=1254
68 Chapter 2 Troubleshooting ENWW
Scanning Problems
●Banding Problems
●Image quality problems
●Dust problems
●Stitching problems
Banding Problems
Bad/no gray balance calibration (CIS module to module match).
Image quality problems
Scanning originals that have folds or are crumpled on a CIS scanner is often taken to be a scanner defect,
where in reality it is a limitation of the technology being used. Due to the very short distance from sensor to
surface of the original, also called “Focal Length”, there is also a very short “Focus Depth”, meaning that if
the original is NOT in contact with the glass plate, it is very likely to be out of focus.
Dust problems
There are image quality problems not related to hardware errors, these can be due to either insufficient
cleaning, bad calibration or limitations in the CIS technology.
ENWW Scanning Problems 69
Streaks running in the scan direction which seem to appear and disappear during the scan aremost likely
caused by dust. Clean the scanner and the original. The streaks are often a darker shade of color.
Streaks that run in the scan direction, that are color dependent, or a lighter shade of the color are often
related to calibration. Dust that was present in the scanner during calibration, but has been cleaned away
since.
Stitching problems
Other issues can be that the scanner simply needs to be calibrated, either because the parameter block has
been erased, never been calibrated, or that the scanner has been moved around.
Stitching problem between 2 CIS modules:
70 Chapter 2 Troubleshooting ENWW
Firmware upgrades
●How to upgrade
●Embedded web server
●USB upgrade
How to upgrade
To obtain the latest firmware, please check http://www.hp.com/go/T1500/firmware or www.hp.com/go/
T790/firmware
There are 3 ways of updating the firmware in the printer:
●Automatic firmware upgrade if web services are enabled
●Embedded web server. See users guide
●Using a USB key
Embedded web server
Once the file is downloaded open the EWS with any web browser and go to “Maintenance” – Upgrade
Firmware”
USB upgrade
1. Upload the fmw file onto an empty USB stick.
2. Turn off the printer.
3. Plug in the USB stick.
4. Turn on the printer and follow instructions.
ENWW Firmware upgrades 71
3 System error codes
●Introduction
●What to do if the front panel fails to initialize
●System error codes in brief
●System error codes in full
●Appendix A: How to troubleshoot system error 79:04
●Appendix B: Updating firmware in diagnostics boot mode
●Appendix C: Obtaining the printer log and the diagnostics package
72 Chapter 3 System error codes ENWW
Introduction
System error codes are generally used to report internal system errors. The following pages contain a list of
system error codes with their descriptions and recommended corrective actions. Try only one recommended
action at a time, in the order in which they appear in this manual, and restart the printer after each action. If
the error code no longer appears, there is no need for any more corrective actions.
Errors of two kinds
Some system errors are continuable or advisory, which means that you can press OK on the front panel and
continue using the printer.
Other system errors are non-continuable, which means that you cannot continue using the printer. In this
case, turn the printer off and on again. If the error code reappears, then the printer requires an on-site visit in
order to resolve the problem.
Reporting a system error to HP Support
If you have an error code that you cannot resolve, then report the error to HP Support. When reporting the
error, have the following information ready.
NOTE: If you fail to provide any of this information, HP Support cannot help you properly. Make sure you
take time to gather all of the information.
●The model and serial number of the printer, which can be seen in Unit Information, in the Diagnostics
menu.
●Which firmware version the printer is using, which can be seen in Unit Information, in the Diagnostics
menu.
●The complete error number, which can be seen in the Printer Information Area.
●The Service Configuration Print. To print this, press , then , then Internal prints > Service
information prints.
●The Current Configuration Sheet. To print this, press , then , then Internal prints > Service
information prints.
●Which software application the customer is using.
●The internal error code, file, and line fields found on the internal error screens, available by pressing
when the system error is shown on the front panel. To get the file and line fields, you need to scroll
down to the next screen.
NOTE: The file and line fields are important to identify the source of the problem because the same internal
error code can be reported in different files and lines. In the File field, supply only the filename: the part after
the last slash (/). For example, for a file /ae/…./elektra/ hal/motors/ControlledMotor/Elektra/
ControlledMotorElektra.cpp, you need to provide only the ControlledMotorElektra.cpp part to HP Support.
TIP: When investigating a system error, you are recommended to use the diagnostic package to further
understand the problem. To obtain the diagnostic package (which takes a few minutes), see Appendix C:
Obtaining the printer log and the diagnostics package on page 113.
Printer logs
It is possible to view all the actions the printer performs collected in a log file. To further understand a
system error code, it is useful to have a log showing what the printer was doing at the time when the system
error occurred. To get printer logs, see Appendix C: Obtaining the printer log and the diagnostics package
on page 113.
ENWW Introduction 73
What to do if the front panel fails to initialize
The LEDs of the formatter (visible at the rear of the printer, see figure number 2 below), the power supply,
and the network interface card can help you troubleshoot a problem if the front panel is not working. All
these LEDs are located in the E-Box placed below the printer.
Follow these steps to troubleshoot the problem:
1. Switch the power off at the rear of the printer and disconnect the power cord. Reconnect the power cord
and switch on the printer.
2. Check that the front panel interface cable is undamaged and correctly corrected to the engine PCA.
3. Use the following table to interpret the LEDs and find the source of the problem. Remember that you
should read these LEDs when you press the power button. Some combinations may require the
replacement of more than one component. In this case, always replace one component at a time. Check
the LEDs again to see whether the problem has disappeared. If the same LED sequence appears, replace
the next component indicated in the table.
NOTE: Once the printer has gone through the "Ready" state, the LEDs are no longer representative; in
particular you will notice that on waking from "Sleep mode" the LEDs turn to PSU-On, Upper-On, Mid-
blinking and Lower-Off.
PSU LED Upper Mid Lower Problem and recommendations
Off Off Off Off The printer is not receiving electrical power.
1. Ensure that the printer is connected to the power outlet.
2. Ensure that the outlet delivers the expected power.
3. Replace the power supply unit.
On Off Off Off There is a possible power failure in the formatter.
1. Reseat the power connector in the formatter.
2. Replace the formatter.
3. Replace the power supply unit.
On On Off Off The formatter BIOS is unable to start.
1. Update the BIOS.
2. Replace the formatter.
On Blinking Off Off The formatter BIOS cannot detect the hard disk drive.
1. Reseat the hard disk drive connectors.
2. Replace the hard disk drive.
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PSU LED Upper Mid Lower Problem and recommendations
On On Blinking Off The operating system has experienced a fatal error.
▲Replace the hard disk drive.
On On On Off There is a communication failure with the engine PCA.
1. Reseat the engine PCA.
2. Replace the engine PCA.
On On On Blinking There is a possible failure in the engine PCA.
▲Replace the engine PCA.
On On On On There is a communication failure in the front panel.
1. Ensure that the front panel cable is properly connected to the
engine PCA.
2. Replace the front panel.
ENWW What to do if the front panel fails to initialize 75
System error codes in brief
Reading a system error code
System error codes explain which component or system is failing, and what action should be taken to resolve
the problem.
System error codes are displayed directly on the front panel’s home page (they can also be seen on the
Information page) and have been defined in the format XX.YZ. or XX.n:YZ.m.
●XX: Subsystem or process (2 digits)
●n or m: Subsystem or process index (optional), for example to identify the color of the ink cartridge
●Y: Who should perform the action (1 digit): 0 for user or 1 for service engineer
●Z: Action to perform (1 digit)
Subsystems
The following table explains the XX part of the system error code.
Code Component or system
01 Engine PCA
02 Carriage PCA
03 Power supply unit and E-Box fans
05 Formatter and BIOS
06 Hard disk drive
08 Front panel
11 Trailing cable
21 Service station
22 Ink supply station
24 Tube assembly (IDS)
26.n Ink cartridge (n=color)
39 Roll switches
41 Paper-axis motor
42 Scan-axis motor
45 Rewinder
46 Pumps
47 Starwheel motor
48 PPS mechanism
52 Drop detector
54 Pinchwheel motor
55 Line sensor
56 Drive roller analog encoder sensor
59 Component authentication
60 Printer setup
76 Chapter 3 System error codes ENWW
Code Component or system
61 Printing language
63 Input/output through LAN card
71 Memory management
72 Calibration
74 Firmware update
76 Hard disk full
78 Paper settings
79 Firmware
80 Stacker overdrive motor
81 Paper advance
86 Scan axis
87 Scan-axis encoder
89 Stacker ramp motor
90 Valve motor
Actions for customers
The following table explains the YZ part of the system error code.
Code Action
00 Replace
01 Reseat/Reconnect/Clean/Adjust (manually)
02 Calibrate/Adjust (using automatic process)
03 Restart the printer
04 Update firmware
05 Update software
06 Add accessory
07 Escalate
08 Send print again
09 Wrong part installed
Actions for qualified HP personnel
The following table explains the YZ part of the system error code.
Code Action
10 Replace
11 Reseat/Reconnect/Clean/Adjust (manually)
12 Calibrate/Adjust (using automatic process)
13 Turn off the printer
ENWW System error codes in brief 77
Code Action
14 Update firmware
15 Update software
16 Add accessory
17 Escalate
18 Send print again
19 Wrong part installed
20 Replacement recommended but not essential
78 Chapter 3 System error codes ENWW
System error codes in full
This section describes each of the system error codes that may be encountered while using the printer and
suggests actions to solve the problem in each case.
IMPORTANT: Try only one recommended action at a time, in the order in which they appear in this manual,
and restart the printer after each action (unless the action was to restart the printer). If the error code no
longer appears, there is no need for any more corrective actions.
01.0:10 Problem with the engine PCA
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
▲Replace the engine PCA.
NOTE: If the 01.0:10 is not solved after replacing the carriage PCA, or after replacing it a SE 02.1:10
code appears (carriage PCA), check the trailing cable to engine PCA connection; It's low probability, but
possible, that a wrong connection could cause the damage to the carriage PCA and / or engine PCA.
01.1:10 Error in the engine PCA
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
▲Replace the engine PCA.
NOTE: If the 01.1:10 is not solved after replacing the carriage PCA, or after replacing it a SE 02.1:10
code appears (carriage PCA), check the trailing cable to engine PCA connection; It's low probability, but
possible, that a wrong connection could cause the damage to the carriage PCA and / or engine PCA.
01.2:10 Problem with the backup NVM
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check that the Encoder PCA Cable is correctly connected.
2. If the cable is correctly connected, replace the encoder PCA.
NOTE: The backup NVM is located in the Paper Path Encoder PCA. In order to replace this part, you
need to order the service kit CR357-67009 " Motor Media Advance Transmission with Encoder", then
only use the Encoder PCA part from this kit.
02.1:10 Problem with the carriage PCA
Call agent:
ENWW System error codes in full 79
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check that the Trailing Cable is correctly connected between the Engine PCA and Carriage PCA.
2. Replace the carriage PCA.
NOTE: If the 02.1:10 is not solved after replacing the carriage PCA or after replacing it a SE 1.0:10 or
SE 01.1:10 code appears (engine PCA), check the trailing cable connection to the engine PCA.; It's low
probability, but possible, that a wrong connection could cause the damage to the carriage PCA and / or
engine PCA.
03.2:10 Problem with the E-Box cooling fans
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check the fans to see which is not rotating by checking for airflow coming from the ebox; place a hand
over the fan holes in the ebox underneath the printer to check for air coming from both fans.
2. Remove the E-Box (see Open the E-Box on page 217) open it, and check that the cable of the non-
functional cooling fan is correctly connected. Reconnect the power cord and power on the E-Box. Check
whether the fan is now rotating.
3. Replace the fan.
05.1:10 Problems with the formatter FAN
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
▲Replace the formatter.
05.4:10 BIOS data corrupted in formatter
Call agent:
▲Replace the formatter.
05.5:10 BIOS should be updated (advisory)
Call agent:
▲Update the formatter BIOS.
05.7:10
Call agent:
80 Chapter 3 System error codes ENWW
1. Disconnect any device connected to the USB host in the front panel.
2. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Replace the front panel.
2. If after replacing the hard disk in the front panel the SE continues to appear; replace the formatter PCA.
06:03 and 06:10 Problems with NVM in hard disk
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
▲Replace the hard disk drive.
06.1:10 Hard disk not detected
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Remove the E-Box (see Open the E-Box on page 217) open it, and check that the hard disk’s power and
data cables are correctly connected.
2. Replace the hard disk drive.
3. If after replacing the hard disk in the front panel the SE continues to appear; replace the formatter PCA.
06.2:10 Hard disk cannot be unlocked
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Remove the E-Box (see Open the E-Box on page 217) open it, and check that the hard disk’s power and
data cables are correctly connected.
2. Replace the hard disk drive.
06.3:10 Hard disk is corrupted
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
ENWW System error codes in full 81
Service engineer:
1. Remove the E-Box (see Open the E-Box on page 217) open it, and check that the hard disk’s power and
data cables are correctly connected.
2. Replace the hard disk drive.
08:04 Communication lost between front panel and formatter
Call agent:
1. Restart the printer.
2. Update the firmware.
Service engineer:
1. Check that the front panel is correctly connected.
2. Replace the front panel.
3. If after replacing the hard disk the SE continues to appear; replace the formatter PCA.
08:08 A front panel icon does not work (advisory)
Service engineer:
1. Restart the printer.
2. Update the firmware.
08:10 Problems detected in the front panel Hardware
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord. Reconnect the
power cord, then turn on the printer.
Service engineer:
1. Check that the front panel is correctly connected.
2. Replace the front panel.
08:11 Communication lost between front panel and printer
Call agent:
1. Restart the printer.
2. Update the firmware.
Service engineer:
1. Check that the front panel is correctly connected.
2. Replace the front panel.
3. If after replacing the hard disk the SE continues to appear; replace the formatter PCA.
09:01 Media jam in Scanner
Call agent:
82 Chapter 3 System error codes ENWW
1. Turn off the product using the power key at the front, then also turn off the power switchat the rear and
disconnect the power cable.
2. There is a small lever at the rear left of the scanner. Slide the lever to the right and open the scanner
cover.
3. Solve the media jam.
4. Check and clean the pressure rollers.
5. Close the scanner cover and gently push it down to lock it into place.
6. Reconnect the product’s power cable; turn on the power switch at the rear, and turn on the product
using the power key. If no paper is seen:
a. Open the scanner cover. Underneath you should see red, then green, then blue flashing lights.
b. In the center of the scanner cover, between the flashing lights, you will find 4 small sensors labeled
as R, G, B and L. Put your fingers over the R, G and B sensors simultaneously and the scanner motor
should advance.
Service engineer:
▲If there is no response from the scanner motor, replace the Engine PCA.
09:01:10 Scanner Motor is failing
Call agent:
1. Reboot the printer.
2. If system error persists, upgrade to the latest firmware.
3. Open the scanner cover. Underneath you will see red, then green, then blue flashing lights.
4. In the center of the scanner cover, between the flashing lights, you will find 4 small sensors labeled as
R, G, B and L. Put your fingers over the R, G and B sensors simultaneously and the scanner motor should
advance.
Service engineer:
1. If there is no response from the scanner motor, replace the Engine PCA, see E-Box or stepper motor, see
Scanner Motor Assembly (MFP only).
2. Replace the Scanner Controller Board.
3. Check the scanner controller board cable connections and replace the cables if required.
4. Replace the media sensors, see scanner exit media sensors (MFP only).
09:02 Scanner not calibrated
▲Calibrate the Scanner.
09:02:10 CIS A Element is failing
Call agent:
1. Clean the scanner of dust and dirt and perform the Scanner Calibration.
2. If the system error persists, upgrade with latest firmware version.
Service engineer:
ENWW System error codes in full 83
1. Replace CIS A Element.
2. Replace Scanner Controller Board (SCU).
09:03 File I/O Error
Call agent:
1. Reboot the product.
2. Upgrade to the latest firmware.
3. Go to Jobs > Options > Delete all queue scan jobs.
4. Make sure the hard disk that is installed in the printer is the correct one for the product you are
repairing.
5. Check and clean scanner elements.
6. Calibrate the scanner.
Service engineer:
▲In some corner cases, the issue could be related to media movement. Replace the media sensors.
09:03:10 CIS B Element is failing
Call agent:
1. Clean the scanner of dust and dirt and perform the Scanner Calibration.
2. If the system error persists, upgrade with latest firmware version.
Service engineer:
1. Replace CIS A Element.
2. Replace Scanner Controller Board (SCU).
09:04 Library failed to load.
Call agent:
1. Reboot the product.
2. Upgrade to the latest firmware.
09:04:10 CIS C Element is failing
Call agent:
1. Clean the scanner of dust and dirt and perform the Scanner Calibration.
2. If the system error persists, upgrade with latest firmware version.
Service engineer:
1. Replace CIS A Element.
2. Replace Scanner Controller Board (SCU).
84 Chapter 3 System error codes ENWW
09:05:10 CIS D Element is failing
Call agent:
1. Clean the scanner of dust and dirt and perform the Scanner Calibration.
2. If the system error persists, upgrade with latest firmware version.
Service engineer:
1. Replace CIS A Element.
2. Replace Scanner Controller Board (SCU).
09:06:10 CIS E Element is failing
Call agent:
1. Clean the scanner of dust and dirt and perform the Scanner Calibration.
2. If the system error persists, upgrade with latest firmware version.
Service engineer:
1. Replace CIS A Element.
2. Replace Scanner Controller Board (SCU).
09:08:11 Power cable of the Scanner is failing
Service engineer:
▲Check the condition and connections of the Scanner Power cable, if necessary replace the cable.
09:09:11 USB cable of the Scanner is failing
Service engineer:
▲Check the condition of the Scanner USB cable and its connections, if necessary replace the cable.
09:10:04 Scanner is in SAFE MODE
Service engineer:
▲Restart the product, if the problem persists replace the SCU.
09:10:10 Scanner Controller Board (SCU) is failing
Call agent:
1. Turn off the product (20 sec.) using the Power key at the front, then also turn off the power switch at
the rear and disconnect the power cable.
2. Perform the Scanner Calibration.
3. If the system error persists, upgrade with latest firmware version.
4. Perform File System Check.
5. Perform the Scanner Validation.
Service engineer:
ENWW System error codes in full 85
1. Replace the Scanner SCU.
2. Check the Scanner USB cable connection and the Power/Reset/Awake cable from the Scanner Controller
Board to the Interconnect PCA; replace if broken.
3. Replace the Interconnect PCA.
11:YZ Trailing cable does not seem to be detected
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check that the trailing cable is correctly connected between the engine PCA and carriage PCA.
2. Check that the trailing cable connectors are not damaged, especially on the E-Box side; replace the
trailing cable if necessary.
3. Check that the power cable from the power supply unit is connected to the formatter.
4. Replace the carriage PCA.
5. Replace the engine PCA.
21:13 Problem with the Service Station motor
Call agent:
1. Ensure that the service station path is clear. Remove any visible obstacles (screws, plastic parts, etc.)
restricting the movement of the service station.
2. If the carriage has stopped over the service station, on the left of the printer, check that the cutter is not
activated. The cutter may be blocking the carriage over the service station, preventing the service
station from moving correctly. The cutter is on the right side of the carriage.
3. Perform the service station diagnostic test to troubleshoot the problem further.
Service engineer:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Replace the service station.
21.YZ Failure moving service station
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord. Check the
Primer Tubes.
Reconnect the power cord, then turn on the printer.
2. Ensure that the service station path is clear. Remove any visible obstacles (screws, plastic parts, etc.)
restricting the movement of the service station.
86 Chapter 3 System error codes ENWW
3. If the carriage has stopped over the service station, on the left of the printer, check that the cutter is not
activated. The cutter may be blocking the carriage over the service station, preventing the service
station from moving correctly. The cutter is on the right side of the carriage.
4. Perform the service station diagnostic test to troubleshoot the problem further.
Service engineer:
▲Replace the service station.
22.0:00 Service-station-side ink supply station error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Perform the ink delivery system diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the cables between the ink supply station and the engine PCA are not damaged and are
properly connected. In case of any damage, replace the cable.
2. Replace the ink supply station on the service station side.
3. Replace the engine PCA.
22.1:00 Front-panel-side ink supply station error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Perform the ink delivery system diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the cables between the ink supply station and the engine PCA are not damaged and are
properly connected. In case of any damage, replace the cable.
2. Replace the ink supply station on the front panel side.
3. Replace the engine PCA.
24:10 Error detected in ink tube system
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
ENWW System error codes in full 87
1. Perform the Ink Delivery System diagnostic test in order to check that the bongos (pushers) go up and
down to pressurize ink in the tube, and the Out of Ink sensors work properly.
2. If the diagnostic test does not find any problem, install new cartridges,and the printhead, and try
purging the Ink Supply Tubes again.
3. If the problem persists, replace the Ink Supply Tubes.
26:01 Ink supply error found during IDS diagnostic test (advisory)
In the front panel message you can see letters representing the names of the colors of the faulty supplies.
Call agent:
1. Reseat the faulty ink supply and repeat the ink delivery system diagnostic test.
2. Replace the faulty ink supply and repeat the ink delivery system diagnostic test.
Service engineer:
▲Replace the left ink supply station.
41:03 Electrical problem (fault, current limit, overheating) in paper-axis motor
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check for any visible obstacles restricting the movement of the paper advance roller. If there is a
wrinkled mass of paper inside the paper path, lift the pinchwheels (using the pinchwheels diagnostic
test), and clear the obstruction.
3. Perform the paper drive diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check for any visible obstacles restricting the movement of the paper advance roller. If there is a
wrinkled mass of paper inside the paper path, lift the pinchwheels (using the screw that moves the
pinchwheels, or the pinchwheels diagnostic test) and clear the obstruction.
2. Check that the paper advance drive cable is undamaged and correctly corrected to the engine PCA.
3. Replace the paper advance drive.
4. Replace the engine PCA.
42:03 Electrical problem (fault, current limit, overheating) in scan-axis motor
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
2. Reconnect the power cord, then turn on the printer.
3. Check for any visible obstacles restricting the movement of the carriage assembly. Remove any
obstacle to let the carriage move freely along the whole scan axis.
Service engineer:
88 Chapter 3 System error codes ENWW
1. Check that the scan-axis motor cable is undamaged and correctly corrected to the engine PCA.
2. Replace the scan-axis motor.
3. Replace the engine PCA.
45.1:03 and 45.1:10 Error in the rewinder 1 system (upper rewinder)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Remove the paper from roll 1.
Reconnect the power cord, then turn on the printer.
2. Perform the rewinder diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the rewinder 1 cable is undamaged and correctly connected to the engine PCA.
2. Replace the upper roll.
45.2:03 and 45.2:10 Error in the rewinder 2 system (lower rewinder)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Remove the paper from roll 2.
Reconnect the power cord, then turn on the printer.
2. Perform the rewinder diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the rewinder 2 cable is undamaged and correctly connected to the engine PCA
2. Replace the lower roll.
46.1:10 Error in the upper pump of the PHA blowing system
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check that the pump cable is undamaged and correctly corrected to the engine PCA.
2. Replace the upper pump.
46.2:10 Error in the lower pump of the PHA blowing system
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
ENWW System error codes in full 89
Service engineer:
1. Check that the pump cable is undamaged and correctly corrected to the engine PCA.
2. Replace the lower pump.
47:03 and 47:10 Starwheel motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check for any visible obstacles restricting the movement of the starwheel assembly, then clear the
obstruction.
3. Perform the scan-axis starwheel diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the starwheel assembly cable is undamaged and correctly corrected to the engine PCA.
2. Replace the starwheel motor.
3. Replace the engine PCA.
47:10 Starwheel motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check for any visible obstacles restricting the movement of the starwheel assembly, then clear the
obstruction.
Service engineer:
1. Check that the starwheel assembly cable is undamaged and correctly corrected to the engine PCA.
2. Perform the scan-axis starwheel diagnostic test to troubleshoot the problem further.
3. Replace the starwheel motor.
4. Replace the engine PCA.
47.5:10 Problem at the starwheel lifter motor end of the travel sensor
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check for any visible obstacles restricting the movement of the starwheel assembly, then clear the
obstruction.
3. Perform the scan-axis starwheel diagnostic test to troubleshoot the problem further.
Service engineer:
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1. Check that the starwheel lifter sensor cable is undamaged and correctly connected to the engine PCA.
2. Replace the starwheel lifter sensor.
3. Replace the engine PCA.
48:00 PPS system failure
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Perform the scan-axis PPS diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the printhead-to-paper space (PPS) solenoid cable is undamaged and correctly connected to
the engine PCA.
2. Replace the printhead-to-paper space solenoid..
3. Replace the engine PCA.
52:10 Drop detector failure
Call agent:
▲Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
Service engineer:
1. Check that the drop detector cable is undamaged and correctly connected to the service station board.
2. Replace the drop detector.
3. Replace the service station.
54.4:03 Pinchwheel lifter motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check for any visible obstacles restricting the movement of the pinchwheel assembly, then clear the
obstruction.
Service engineer:
1. Check that the pinchwheel motor assembly cable is undamaged and correctly connected to the engine
PCA.
2. Replace the pinchwheel lifter motor.
3. Replace the engine PCA.
55:10 Cannot access the line sensor EEPROM
Call agent:
ENWW System error codes in full 91
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Perform the carriage test to troubleshoot the problem further.
Service engineer:
1. Replace the line sensor.
2. Replace the carriage PCA.
56:01 Drive roller analog encoder homing failed
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Perform the paper path test to troubleshoot the problem further.
Service engineer:
1. Replace the encoder disk and encoder sensor.
2. Replace the engine PCA.
59.1:09 Two electrical parts have been replaced at the same time
Service engineer:
▲Replace one part at a time, and restart the printer before replacing another.
59.2:00 An unsupported or reused part has been installed
Service engineer:
▲Install only new parts recommended by HP for this printer.
59.3:10 Wrong information stored on CryptoAsic
Call agent:
▲Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
Service engineer:
▲Escalate the case to Level 3, requesting new CryptoAsic SIM licenses. Update the CryptoAsic SIM with the
delivered licenses.
59.4:10 CryptoAsic failure
Call agent:
▲Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
Service engineer:
1. Order an Engine Daughter PCA Service Kit. Escalate to Level 3 providing printer Serial Number, Product
Number, and the serial number of the Engine Daughter PCA Service Kit. Replace the Engine Daughter
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PCA. Write in an empty USB the file provided by Level 3. Plug the USB in the printer and reboot. If
booting fails, enable diagnostic package with the USB and provide logs to Level 3.
2. Replace the engine PCA.
59.5:19 CryptoAsic type mismatch
Call agent:
▲Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
Service engineer:
1. Order an Engine Daughter PCA Service Kit. Escalate to Level 3 providing printer Serial Number, Product
Number, and the serial number of the Engine Daughter PCA Service Kit. Replace the Engine Daughter
PCA. Write in an empty USB the file provided by Level 3. Plug the USB in the printer and reboot. If
booting fails, enable diagnostic package with the USB and provide logs to Level 3.
2. Replace the engine PCA.
59.6:19 Printer serial number mismatch
Call agent:
▲Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
Service engineer:
1. Order an Engine Daughter PCA Service Kit. Escalate to Level 3 providing printer Serial Number, Product
Number, and the serial number of the Engine Daughter PCA Service Kit. Replace the Engine Daughter
PCA. Write in an empty USB the file provided by Level 3. Plug the USB in the printer and reboot. If
booting fails, enable diagnostic package with the USB and provide logs to Level 3.
2. Replace the engine PCA.
59.7:14 CryptoAsic generic error
Call agent:
▲Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
Service engineer:
▲Order an Engine Daughter PCA Service Kit. Escalate to Level 3 providing printer Serial Number, Product
Number, and the serial number of the Engine Daughter PCA Service Kit. Replace the Engine Daughter
PCA. Write in an empty USB the file provided by Level 3. Plug the USB in the printer and reboot. If
booting fails, enable diagnostic package with the USB and provide logs to Level 3.
60.1:11 Initialization error (cannot read RFID tag)
Call agent:
1. Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
2. Check the power cord; try connecting it to another power socket.
Service engineer:
1. Check that the RFID device is correctly connected.
2. If the error persists, get the printer log (see Appendix C: Obtaining the printer log and the diagnostics
package on page 113) and contact Level 3 providing print Serial Number and Product Number.
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60.2:17 Initialization error (RFID has incorrect data)
Call agent:
1. Switch the power off at the rear of the printer, wait two minutes, then switch it back on again.
2. Check the power cord; try connecting it to another power socket.
Service engineer:
1. Check that the RFID device is correctly connected.
2. If the error persists, get the printer log (see Appendix C: Obtaining the printer log and the diagnostics
package on page 113) and contact Level 3 providing print Serial Number and Product Number.
61:01 Incorrect or unsupported file format (advisory)
Call agent:
1. Check whether the printer supports the file format. Formats such as PS, PDF, TIFF, and JPEG are
supported by PostScript printers only.
2. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
3. Check the printer’s graphic language setting (see the user's guide).
4. Resend the file to the printer.
5. Update the firmware.
61:04.1 PostScript fonts seem to be missing (advisory)
Call agent:
▲Update the firmware to re-install the fonts.
61:04.2 Unknown PostScript ID sent to printer (advisory)
Call agent:
▲Update the firmware.
61:08 Incorrect paper type specified in job (advisory)
Call agent:
▲Change the paper type and resend the job.
61:08.1 Job cannot be printed because it is password-protected (advisory)
Call agent:
▲Resend the job without password protection.
61:08.2 Job contains format errors or incorrect settings (advisory)
Call agent:
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1. Ensure that the file format sent is supported by the printer.
2. Resend the job using the Embedded Web Server.
61:09 Unexpected end of job (advisory)
Call agent:
1. Resend the job.
2. Resend the job using the Embedded Web Server.
61:10 Job timed out (advisory)
A slow computer processing complex files can pause for longer than the default printer timeout, in which
case some elements of the job may be lost.
Call agent:
1. Increase the I/O timeout using the printer's front panel (see 'Configure network settings' in the user’s
guide).
2. Resend the job from a faster computer.
3. Resend the job using the Embedded Web Server.
4. Use the “print to file” option in the driver and copy the resulting file to a USB flash drive. Print from the
USB flash drive.
63:04 Network interface error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check that the network cable is correctly connected to the network interface.
3. Update the firmware.
Service engineer:
1. If the printer is blocked showing the system error persistently; check that the network interface card
(including the riser) are correctly connected.
2. If the printer is blocked showing the system error persistently; replace the network interface card.
63:10 Network interface error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check that the network cable is correctly connected to the network interface.
3. Update the firmware.
Service engineer:
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1. Check that the network interface card (including the riser) are correctly connected.
2. Replace the network interface card.
63:20 Potential problem in the network interface (advisory)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Check that the network cable is correctly connected to the network interface.
3. Update the firmware.
Service engineer:
1. Check that the network interface card (including the riser) are correctly connected.
2. Replace the network interface card.
71:03 Out of memory
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Resend the job with one or more of the following changes:
●Decrease resolution to 300 dpi.
●Select Economode print mode.
●Select the Send job as bitmap option.
71:08 Insufficient display list
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Resend the job with one or more of the following changes:
●Decrease resolution to 300 dpi.
●Select Economode print mode.
●Select the Send job as bitmap option.
72.02 A service calibration should be performed (advisory)
Call agent:
▲To find out which service calibration to perform, print the calibration status. At the front panel, press
, then , then Internal prints > Service information prints > Print calibration status.
Perform whichever calibration is needed.
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74:01 Error uploading firmware update file (advisory)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Ensure that the connection between the computer and the printer is functioning properly.
3. Try again to upload the firmware update file.
74.1:04 Error uploading paper preset (advisory)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Ensure that the connection between the computer and the printer is functioning properly.
3. Try again to upload the paper preset.
4. Ensure that the version of the paper preset is compatible with the firmware version in the printer. You
can check this on the same Web page from which you downloaded the paper preset.
74.08:04 Firmware update problem
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Try again to update the firmware. If necessary, see Appendix B: Updating firmware in diagnostics boot
mode on page 112.
3. Download the firmware file again, as the file that you have may be corrupted.
Service engineer:
▲Replace the front panel.
76:03 The hard disk is full
Call agent:
1. Remove any unnecessary files from the hard disk using the Embedded Web Server.
2. Run the Hard Disk Recovery Utility.
78:08 Paper does not support borderless printing (advisory)
Call agent:
▲Use a paper type that supports borderless printing.
NOTE: This should be resolved by the customer without assistance.
78.1:04 Paper settings area missing in paper settings file (advisory)
Call agent:
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1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Update the firmware.
79:03 Generic firmware error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Update the firmware.
3. Information available by pressing while viewing the system error screen; or, preferably, provide the
printer log. See Appendix C: Obtaining the printer log and the diagnostics package on page 113.
79:04 Generic firmware error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Update the firmware.
3. See Appendix A: How to troubleshoot system error 79:04 on page 101.
4. Information available by pressing while viewing the system error screen; or, preferably, provide the
printer log. See Appendix C: Obtaining the printer log and the diagnostics package on page 113.
79.2:04 Generic Operating System error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Update the firmware.
3. See Appendix A: How to troubleshoot system error 79:04 on page 101.
4. Information available by pressing while viewing the system error screen; or, preferably, provide the
printer log. See Appendix C: Obtaining the printer log and the diagnostics package on page 113.
80:03 Stacker overdrive motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Test the cutter. Perform a 'Form Feed & Cut', and verify the paper can be cut.
3. Perform the stacker overdrive motor diagnostic test to troubleshoot the problem further.
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4. Reconnect the power cord, then turn on the printer.
5. Perform the stacker overdrive motor diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the stacker overdrive motor cable is undamaged and correctly connected to the engine PCA.
2. Replace the stacker overdrive motor.
3. Perform the stacker overdrive Service Calibration.
4. Check the system initializing the printer and performing a "form feed and cut" action, or printing a small
job.
81:01 Paper servo shutdown, possible paper jam
If this error is reported during printer setup, it may indicate that the printer has been dropped during
transportation, causing structural damage. Before continuing with the 81:01 troubleshooting, first look for
structural damage. To identify the structural damage, look for the following three things:
●Consistent 81:01 error codes
●Platen fingers rubbing on the roller surface, leaving black marks on the roller
●A gap in the platen beam. If there is any gap in the vertical direction between the plastic of the platen
and the metal side plate, then the chassis is damaged and the printer cannot be repaired.
If no structural damage, continue with these steps:
Call agent:
1. Check for any visible obstacles restricting the movement of the drive roller. If there is a wrinkled mass
of paper inside the paper path, lift the pinchwheels and clear the obstruction.
2. Perform the paper drive diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check the connections on the engine PCA; the paper advance drive is connected to the connector labeled
Paper Motor.
2. Adjust the encoder disc and motor mount configuration using the paper advance drive installation
instructions.
3. Replace the paper advance drive.
86:01 Scan axis servo shutdown, possible paper jam
Call agent:
1. Open the window and check for any visible obstacles restricting the movement of the carriage
assembly. If there is a wrinkled mass of paper inside the paper path, lift the pinchwheels and clear the
obstruction.
2. Turn off the printer and unplug the power cord. Try to move the carriage manually. Check that the
cutter disengages correctly and that the carriage is not blocked by the service station.
3. Perform the scan-axis diagnostic to obtain further information on the problem.
Service engineer:
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1. Check the integrity and tension of the carriage belt. If the belt is damaged, replace it.
2. Lubricate the scan axis.
3. Perform a Encoder Strip verification and check it runs successfully.
87:01 Problem reading the scan-axis encoder (advisory)
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Reconnect the power cord, then turn on the printer.
2. Ensure that the encoder strip is clean. If it is dirty, clean it, paying special attention to the area near the
service station.
3. Replace the carriage PCA.
89:03 Stacker ramps motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Remove all paper from the stacker and basket.
Reconnect the power cord, then turn on the printer.
2. Perform the stacker ramps motor diagnostic test to troubleshoot the problem further.
Service engineer:
1. Check that the stacker ramps motor cable is undamaged and correctly connected to the engine PCA.
2. Replace the stacker ramps motor.
90:03 Diverter valves motor error
Call agent:
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
Remove all paper from the stacker and basket.
Reconnect the power cord, then turn on the printer.
2. Perform the output valve test to troubleshoot the problem further.
3. Perform the output valves calibration to check system performance, and troubleshoot further.
Service engineer:
1. Check that the diverter valves motor cable is undamaged and correctly connected to the engine PCA.
2. Replace the valves motor and sensor.
3. Perform the diverter valves Service Calibration
4. Check the system, initializing the printer, and performing a "form feed and cut" action.
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Appendix A: How to troubleshoot system error 79:04
Introduction
The system error 79:04 is a generic firmware error (equivalent to a blue screen in Windows). It’s the system
error that the printer will display when an unknown exception occurs that cannot be identified as relating to
any specific subsystem of the printer.
Since this is a generic error, there can be multiple causes behind it. This document will cover the most
probable causes behind a system error 79:04 and will recommend the most efficient troubleshooting steps
to resolve customer issues.
It is important to mention that, although 79:04 system errors can be caused by a hardware malfunction, the
vast majority of 79:04 system errors are pure software or firmware issues. Before doing anything else, you
are recommended to try the following general-purpose solutions.
1. Update the printer’s firmware to the very latest available firmware version, even if the printer appears
to be running the latest firmware already.
2. Restore the factory settings from the front panel's Setup menu.
If these do not solve the problem, continue reading about other possible solutions below.
Possible causes
Since the 79:04 system error is a generic error, the number of possible causes behind it is large. The majority
can be grouped, however, into the following groups.
Job-related 79:04
A specific print job that is not correctly formatted for the printer or that is not correctly processed by it can
trigger a 79:04 system error.
The incorrect format or processing can come from two sources:
●Incorrect commands in the job itself. For example, a PS job with some commands that do not have the
correct PS format.
●Issues applying to the settings in the job
Symptoms
79:04 errors caused by a print job always have the same symptoms:
1. The job is received by the printer and starts to process.
2. In the middle of the processing, the printer stops and displays 79:04.
3. The printer will display the 79:04 system error again after restart. This is due to the fact that the printer
will try to reprint the job, which is pending in the queue, after restart.
4. After the second restart, the printer will start up normally
5. If the same job is sent again, it will always produce a 79:04 system error
These types of 79:04 system errors are normally caused by jobs that have been generated by 3rd party
applications (RIPs, 3rd party drivers, files exported by an application to PS, PDF, HP-GL/2, RTL, … or any
other format supported by the printer). Jobs generated by HP drivers will not normally generate 79:04
system errors, since the output that our drivers generate is very controlled and has been designed
taking into consideration the characteristics of our printer’s language interpreters.
ENWW Appendix A: How to troubleshoot system error 79:04 101
There is an exception to this general rule: there are certain applications that can generate their own PS
code (Adobe PhotoShop, Adobe Illustrator, Adobe Acrobat, Corel Draw, Freehand, QuarkXpress, …).
When used with a PS driver, these applications generate the output PS themselves, instead of using the
driver’s rendering capabilities. This is known as PostScript pass-through. So, when using an HP
PostScript driver together with an application that has PS passthrough capabilities, the PS code that
comes into the printer has not been rendered by the HP driver, and, should the source file contain any
PS commands that are not correctly processed by the printer, a 79:04 system error could occur even
though an HP driver is being used.
Solutions and workarounds
When a job consistently generates a 79:04 system error, it is either because of a issue in the printer’s
firmware or because of a defect in the job itself (when it has been generated by 3rd-party software). In order
to identify the cause and find out a solution, these issues should always be immediately escalated to the GBU
through the GCC. However, there are some workarounds and short-term solutions that can be tried in order
to get the customer up and running in the shortest possible time:
1. Send the job using a variety of different settings. Many times, the issue is caused by a combination of
the job contents combined with some specific setting(s).
2. If the customer is sending the file directly to the printer, try using the HP driver instead.
3. If the issue is occurring when printing through the HP PostScript driver from an application with PS
passthrough, try changing the options in the application so that it prints PS as raster (the option is
typically located in the “Advanced” options of the application’s printing dialog).
4. In some cases, there may be an unfortunate interaction between the particular job and the I/O
connection used to send that job to the printer. Try sending the same job using a print queue that uses a
different type of connection. For example, use a network connection instead of USB, or use the LPD
network printing protocol instead of port 9100.
Data-related 79:04
HP Designjet printers have hard disks and non-volatile memories that contain databases and files that can be
modified with user data. Some examples include:
●The printer’s queue
●The hard drive partitions that contain user jobs
●The database that stores the printer settings
●The database that stores accounting information
Some of this data is accessed by the printer at start-up, and some others are accessed as needed.
If any of this fields contains corrupt data or data with characters or values that cannot be correctly processed
by the printer, a 79:04 system error may occur.
Symptoms
There are two different types of symptoms for data related 79:04 system errors:
1. When the corrupt data are accessed during start-up:
a. The printer will display a 79:04 during the start up process
b. Switching the printer off and on again will not solve the issue. The printer will continue displaying
the 79:04 system error until the corrupt data have been cleared through a service procedure
2. When the corrupt data are accessed during normal printer operation:
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a. The printer will start up normally
b. When the data are accessed (for example while printing, while navigating the queue or when
changing some settings), the printer displays a 79:04 system error
c. The printer can restart normally
d. When the data are accessed again (typically, under the same conditions as in step “b”), the 79:04
system error is displayed again
Solutions and workarounds
Data-related 79:04 errors are often resolved by means of hardware intervention. Since data are stored in
physical components (RAM, EEROM and Hard Disk), replacing these components with new ones that are
empty usually solves the problem. However, there are quicker and more effective solutions to these types of
errors:
1. Clear all information that has been introduced by the user using the standard tools available in the
printer.
a. Delete all jobs from the queue (from the front panel or the EWS).
b. Reset to factory defaults to clear the user’s configurations and calibrations.
c. Delete any non-standard paper preset in the printer (both the ones that have been created by the
user and the ones that have been installed as OMES profiles through the EWS or the HP Utility).
2. If step 1 did not resolve the issue, you can use Service Tools to clear additional information that could
be causing the issue.
a. Start the printer in Diagnostics Boot Mode.
b. Perform an EEROM reset.
3. If step 2 did not resolve the issue, it is possible to run a recovery of the hard disk.
a. Start the printer in Diagnostics Boot Mode.
b. Perform a Hard Disk Recovery. This will erase data from the hard disk and reinstall the current
firmware. It may take up to half an hour.
4. If step 3 did not resolve the issue, you can check the hard disk's file system.
a. Start the printer in Diagnostics Boot Mode.
b. Perform a File System Check. This will fix any error in the file system structure. It may take a few
minutes, or up to an hour, depending on the state of the hard disk.
IMPORTANT: It is possible that the corrupt data came to be in the printer as a consequence of some activity
in the customer’s workflow. In this case, it is possible that the issue will happen again. In these cases, it is
very important to understand the sequence of events in the customer’s workflow that led to the error
occurring. Once the error can be traced in the customer’s workflow, escalate the issue to the GBU (through
the GCC). This is done to implement any changes in the printer’s firmware that can prevent these issues
occurring again.
Network-related 79:04
Most HP Designjet printers have built-in networking capabilities. Network settings can be set manually, but in
the majority of cases, they are obtained automatically from the printer. These settings include many
different fields, such as IP address and subnet mask, available gateways, host and domain names, etc.
In some cases, there can be issues in the firmware that can cause a certain value in one of these fields to be
interpreted incorrectly, and this can lead to a 79:04 system error.
ENWW Appendix A: How to troubleshoot system error 79:04 103
Symptoms
There is no single set of symptoms that can absolutely pinpoint a network related 79:04 system error.
However, the following guidelines can be applied:
●It can happen when the printer starts up or when accessing the Network Configuration section of the
front panel or Embedded Web Server. It can also occur apparently randomly when the printer is
connected to the network. It can also occur any time a particular network action is performed, for
example when print jobs are sent to the printer, or when connecting to the Embedded Web Server.
●In all these cases, repeating the action after restarting the printer with the LAN cable disconnected does
not cause the 79:04 error to occur.
Solutions and workarounds
In the majority of cases, these issues are due to an issue in the printer’s firmware. As soon as the conditions
in which the issue happens are understood, it should be escalated to the GBU through the GCC. However, the
following short-term solutions and workarounds can help the customer to get up and running in the shortest
possible time:
1. Disconnect the network cable in order to restart the printer and change network settings.
2. Try resetting the embedded networking settings or Jetdirect settings.
3. In the Network configuration menu in the Front Panel, disable any protocols that you are not using,
including IPv6, IPSec, SNMP and WebServices.
NOTE: Disabling SNMP or WebServices means that customers may not be able to see printer status
information; and Windows and Mac OS print-queue installers will require the user to specify the
printer’s IP address and model manually.
4. If the above steps do not work, try using a different type of print queue. For example, if the problems
occur when printing to a Port 9100 Socket print queue, try using the LDP protocol instead, or USB. To do
this, create a new print queue of the type required and try printing using the new queue instead.
5. If the above steps do not work and the customer is using the printer’s embedded LAN connection, try
using an accessory Jetdirect card instead. Similarly, if the customer is having problems using an EIO
Jetdirect card, try disconnecting the Jetdirect card and using the embedded networking.
In most cases, network problems that seem to occur randomly (when the printer is not being sent print jobs)
are caused by an interaction between some other devices in the customer’s network and the printer. Isolating
the printer from other devices in the network as much as possible by connecting the printer to a private
network or a different network subnet may help the customer continue working until the root cause of the
problem is understood and solved.
User-interaction-related 79:04
In some cases the printer may not react as expected when a certain set of conditions coincide. In these cases,
if the printer doesn’t know how to react, it may simply display a 79:04 system error and force a restart.
These errors will most likely only happen in very specific corner cases that have not been identified during
the development or the qualification of the printer, so normally, they do not severely impact the customer,
as they do not affect their regular working flows.
Symptoms
●The symptoms here are as numerous as the number of possible interactions between the user and the
printer. In any case, it’s possible to identify the steps that caused the error to occur and avoid them, as
the steps will always be the same with no variance.
104 Chapter 3 System error codes ENWW
IMPORTANT: An major element in determining the error is what the state the printer was in at the
time the error was displayed. Actions the user has made when the printer is drying, for example, can
produce an error, whereas the same action when the printer is doing something else (or is idle) may not
produce any errors.
Solutions and workarounds
The recommended plan of action in these cases is to identify the previous steps that caused the error and:
1. Escalate the issue to the GBU through the GCC in order to have it corrected in the firmware.
2. Recommend to the customer that they try to avoid the same steps to prevent the issue
3. If the conditions that cause the error are in the customer’s regular workflow, try to identify a different
way of achieving the same result out of the printer.
Random 79:04: Concurrence issues and memory leaks
Some 79:04 errors happen randomly when the printer is being heavily used. However, it’s impossible to find a
single set of conditions that reproduce the problem. It just happens from time to time, without a defined
pattern.
These random 79:04 can have two different types of root causes:
●Memory leaks: before a program is executed, it allocates the memory it will need. After the execution is
complete, the allocated memory is freed to be used by other programs. If the allocation or the release
of the memory are not properly programmed, every time the program is executed some memory will be
incorrectly labeled (either as used or as free). This is known as a memory leak. When a program with a
memory leak is executed a lot, the memory becomes progressively full (since it is not properly freed).
When the leak becomes too big, the printer is left ‘out of memory’ to execute new processes and a
79:04 is triggered
●Concurrence issues: there are certain resources that can be accessed by multiple programs or by
multiple executions of the same program (what is known as multiple threads). Access to these
resources must be correctly controlled to prevent unexpected behavior. Issues caused by an incorrect
control of these resources are concurrence issues.
In the following you have a simple example: let’s imagine that there is a counter that controls the
communication between the Jetdirect card and the printer’s firmware. Whenever a new packet of information
is sent by the Jetdirect card to the printer, the counter increases. When the printer receives the packet and
processes it correctly, the counter decreases. Another process checks the counter from time to time to see its
value and take conclusions from it. If the counter is near 0, it means that the printer is processing correctly,
and if it grows too big, it may mean that there is a bottleneck somewhere and maybe the Jetdirect card
throughput is decreased to control its speed to the printer. However, if the access to this counter is not
properly controlled, undesirable effects may happen: in a real environment, a Jetdirect card processes
thousands of information packets per second, so this counter is updated frequently, both by the Jetdirect and
the printer. If at a certain point the Jetdirect and the printer try to access the counter at the same time and
the code is not prepare to handle this, it may happen that the Jetdirect cannot increase the counter because
the printer is writing to it, and what’s worse, that it does not realize this fact. If this happens a few times each
second, it may happen that the counter is decreasing faster than it’s increasing and that at a certain point it
has a negative value. And then, what will the process that is checking this counter do? Most likely, the
process will not be prepared to react to a negative value and will launch an exception that will trigger a 79:04
system error.
ENWW Appendix A: How to troubleshoot system error 79:04 105
Symptoms
This type of 79:04 always occurs in heavy load conditions, so the symptoms will always be similar to this
pattern:
●A printer that is being heavily used (printing a project or in a reprographics environment) produces
79:04 errors randomly, forcing the user to restart.
●After restarting, the printer can be used without any issues for an extended period of time, but if the
workload is consistently high, a random error will occur again.
●The error can never be associated with a specific file. The file that was being printed when the error
occurred the last time can be printed without issues after restart. And a file that has been printed
without issues several times can trigger the error in the future.
●This error is very dependant of the workflow the customer has. The most common user workflows have
been extensively tested both by HP and by our beta sites, so it is highly unlikely to see random 79:04
issues in these cases. These random issues tend to occur in very specific corner cases, and cannot be
reproduced unless the exact conditions of the workflow are replicated. They normally happen when
sending files generated by external applications (RIPs, 3rd party drivers, etc.)
Solutions and workarounds
Random 79:04 errors are, by far, the most complex ones to diagnose and to fix. The only solutions available
in these cases are:
1. Run the Hard Disk Recovery utility.
2. Identify the root cause (either in the files or in the firmware) and fix it in the code, which requires the
intervention of the GBU.
3. Test any options available to modify the customer’s workflow and see if any combination of them
solves the issue.
In both cases, a profound understanding of the customer’s workflow is necessary. In particular, the
information that is needed is:
●Front panel settings
●Application that is being used; RIP or driver that is being used
●Application/RIP/driver settings
●Type of output files this application, RIP or driver is generating
●Some sample files that are representative of what the customer is using
●Operating system
●Method of connection to the printer
●A description of the normal flow when the issue occurs and the typical frequency of occurrence (for
instance, once every hour when sending several files non-stop, each of them with multiple copies)
You are recommended to use the Diagnostics Package to obtain this kind of information.
With this information, the environment can be replicated in order to try to find workarounds. This is also the
information that will be needed at the GBU to investigate and fix the root cause of this issue once it is
escalated.
Hardware-related 79:04
Hardware is, by far, the least likely cause of a 79:04 system error. Replacing hardware components does not
normally fix the issue and increases the total turn around time in finding a workable solution.
106 Chapter 3 System error codes ENWW
In some cases, a failure in a component in the printer’s electronics may cause a 79:04 system error, since the
printer’s electronics are involved in the execution of the firmware and the processing of jobs. It needs to be
noted, however, that hardware failures in the electronics tend to produce specific system errors that point
directly to the component that is failing.
Some hardware problems that could cause the 79:04 error are:
●Defective clusters on the hard disk. If these clusters are used to execute the firmware or to process a
job, they may produce a 79:04. It needs to be noted however, that most 79:04 errors that are resolved
by an hard disk replacement are in fact, data related 79:04 errors that could have been solved more
efficiently and quickly following the other steps.
●Defective memory segments. If the RAM memory has some defective segments, a 79:04 may occur
when these segments are used.
●Intermittent defects in the electronic components that are involved in the processing of a job: carriage
PCA, trailing cable, formatter, and engine PCA. This is a highly unlikely cause, since defects in these
components will produce subsystem specific errors.
Symptoms
There’s no single set of symptoms behind hardware-related 79:04 system errors. The most usual ones,
however are:
●79:04 during startup. Restarting the printer may or may not solve the problem
●79:04 while processing or printing a job. Restarting the printer and printing the same job does not
always produce the error.
Solutions and workarounds
In the following procedure perform each step as it appears in the list and only move on to the next step once
you are sure the 79:04 error has not been cleared:
1. Restart the printer in Diagnostics Boot mode and execute the service tests to validate the functionality
of all the electronics components.
●Perform the troubleshooting for “data related 79:04” system errors, refer to Appendix A: How to
troubleshoot system error 79:04 on page 101.
2. Replace the memory.
3. Replace the hard disk drive.
4. Escalate the issue before replacing any additional parts.
Troubleshooting based on symptoms
This section describes which troubleshooting steps to perform for a 79:04 system error based on the
symptoms of the issue. Perform each step as it appears in the list and move on to the next step only once you
are sure the 79:04 error has not been cleared.
Front panel displays 79:04 at startup
1. Restart the printer twice. If the system error has been caused by a job because it is in an incorrect
format, restarting twice will clear the error (the first time after restart, the printer will attempt to print
ENWW Appendix A: How to troubleshoot system error 79:04 107
the job again, and this will cause the error to reoccur). If restarting the printer twice solves the issue,
then it is an issue related to the job and you should refer to the section on a Job Related SE79:04.
2. Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it. Since the printer cannot start normally, you will need to upgrade the firmware while restarting
the printer in Diagnostics Boot Mode. For this, a special file and a special upgrade process will be
needed. For more information, see Appendix B: Updating firmware in diagnostics boot mode
on page 112 .
3. Disconnect the network cable and restart the printer. If this solves the problem, then it is a network
related 79:04 and you should follow the guidelines for this type of 79:04.
4. Remove all cartridges, printheads and printhead cleaners (if available). Unload the paper. Restart the
printer. If the printer can start normally, insert the consumables one by one until you isolate the one
that is causing the error. Do not insert any of the replaced consumables in another printer
5. Restart the printer in Diagnostics Boot Mode and perform the “Electronics test”. If an electronic
component is identified as faulty, replace it.
●Restart the printer in Diagnostics Boot Mode and Reset the EEROM. If the issue is solved by this,
this is a data-related 79:04 system error and you should follow the guidelines for this type of
error.
6. If the unit has been used for some time and suddenly has started to show this behavior, replace the
hard disk drive.
7. If the issue is new and the issue happens since the first startup, do not replace the hard disk drive.
8. If none of the previous steps solved the issue, escalate the issue with the following information:
●Unit information: S/N, P/N, accessories
●Conditions where the problem occurs and conditions prior to the first occurrence of the problem
●The results of the previous 8 steps
●The System Error detailed information (this can be obtained by pressing CANCEL + Down)
●The printer logs. In order to obtain the printer logs, see Appendix C: Obtaining the printer log and
the diagnostics package on page 113.
Front panel displays 79:04 during printer operation, not while sending jobs
1. Restart the printer.
2. Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it.
3. Reset the printer to factory defaults
4. In order to narrow the scope of the issue, try the following:
a. Disable the queue.
b. Disable any unused network protocols.
c. Disable SNMP and WebServices (if they are available in the printer.
d. Disable “Sleep mode” from the Service Utilities menu.
e. Delete any paper presets that you may have uploaded or created using the printer's
spectrophotometer.
108 Chapter 3 System error codes ENWW
5. Restart the printer in Diagnostics Boot Mode and perform the “Electronics test”. If an electronic
component is identified as faulty, replace it.
6. Restart the printer in Diagnostics Boot Mode and Reset the EEROM. If the issue is solved by this, this is a
data-related 79:04 system error and you should follow the guidelines for this type of error.
7. Format the hard disk drive. To do so, you will need to start the printer normally, enter the Service
Utilities menu and then the Secure Disk Erase option. Set the Erase method to “Fast Erase” and then
perform the disk erase process. This will take 45–75 minutes and will erase all user information from
the disk, resolving any issue caused by corrupt data. After the erase process, a firmware update will be
required. If this solves the issue, this is a data-related 79:04 system error and you should follow the
guidelines for this type of error.
8. Try to identify the combination of settings or actions that led to the system error and try to reach the
same result with a different combination. Escalate the issue to fix the original problem.
9. If none of the previous steps could solve the issue, escalate it with the following information:
●Unit information: S/N, P/N, accessories
●Conditions where the problem occurs and conditions prior to the first occurrence of the problem
●The result of the previous 8 steps
●The printer information pages (either printed and faxed or obtained through the Embedded Web
Server)
●The System Error detailed information (it can be obtained by pressing CANCEL + Down)
●The printer logs. In order to obtain the printer logs, see Appendix C: Obtaining the printer log and
the diagnostics package on page 113.
Front panel displays 79:04 while printing a single job
The error happens after a single job is sent. It’s easy to identify which job that has produced the error, since
every time that this same job is sent, the error is replicated.
1. Restart the printer twice (after the first restart, the printer will show the 79:04 system error again, since
the printer will attempt to reprint the last job in the queue, which is the one that caused the issue)
2. If you are using an HP driver, update the driver to the latest version
3. Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it. Send the job using different print settings. The following ones can be helpful:
a. Try sending the job without selecting a paper profile in the driver
b. Try changing the Image Quality settings
c. If you are using the HP-GL/2 driver, try the option “Send job as bitmap”
d. If you are using the PS driver, try using the HP-GL/2 driver instead
e. If you are using the PS driver from an Adobe application (or any other application that can handle
PS), try changing the application’s print settings so that the PS is generated as Raster.
4. Try the following front panel settings:
a. Change the Print Language option from “Automatic” (which is the default setting) to the language
that is being printed (PS, HP-GL/2, …)
b. Queue = OFF
ENWW Appendix A: How to troubleshoot system error 79:04 109
c. Start Printing = After processing
d. For PS SKUs, try changing the encoding setting (“Automatic” by default) to Binary or ASCII
5. If you are using a 3rd-party application that does not print through the HP driver, try modifying the
printing workflow by:
a. Using an HP driver
b. Changing the settings in the application’s printing dialog
6. If you are using an accessory Jetdirect card, try using the internal network connector or USB (if
available).
7. Escalate the issue, providing the following information:
●Unit information: S/N, P/N, accessories
●Conditions where the problem occurs and conditions prior to the first occurrence of the problem.
●The result of the previous 7 steps
●The printer information pages (either printed and faxed or obtained through the Embedded Web
Server)
●The system error detailed information (it can be obtained by pressing CANCEL + Down)
●Information on the workflow:
◦Operating system
◦Application
◦Driver
◦Settings in the driver and the application
◦Settings in the printer
◦Connection method and settings
The original file along with the information on how to reproduce the issue
A print to file that can reproduce the issue
●The printer logs. In order to obtain the printer logs, see Appendix C: Obtaining the printer log and
the diagnostics package on page 113.
Random 79:04 during continuous printing
The error does not happen with a single job. It happens randomly during continuous printing, normally while
the printer is managing a heavy load (printing a project or in a reprographics environment).
This type of error is caused either by memory leaks or by concurrence issues in the printer’s firmware. They
normally happen in unusual environments in which these memory leaks or concurrence issues that have not
been detected during qualification have occurred. These issues cause the printer to crash at a completely
random moment during printing, and are not associated to a specific job.
Because of this, troubleshooting these issues is normally quite complex.
1. Restart the printer twice (after the first restart, the printer will show the 79:04 system error again, since
the printer will attempt to reprint the last job in the queue. If the issue continues occurring randomly,
continue troubleshooting
2. If you are using an HP driver, update the driver to the latest version
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3. Upgrade the printer’s firmware. Even if the currently installed firmware version is the latest one, re-
install it.
4. Try restoring the factory default settings from the printer's front panel.
5. Try the following changes in the workflow:
a. Change the Print Language option in the Front Panel from “Automatic” (which is the default
setting) to the language that is being printed (PS, HP-GL/2, …)
b. Queue = OFF
c. Start Printing = After processing
d. For PS SKUs, try changing the encoding setting (“Automatic” by default) to Binary or ASCII
e. If you are using the HP-GL/2 driver, try sending the job as a bitmap
6. If you are using a 3rd-party application that does not print through the HP driver, try modifying the
printing workflow by:
a. Using an HP driver
b. Changing the settings in the application’s printing dialog
7. Escalate the issue with the following information:
●Unit information: S/N, P/N, accessories
●The printer information pages (either printed and faxed or obtained through the Embedded Web
Server
●The system error detailed information (it can be obtained by pressing CANCEL + Down)
●Information on the workflow:
◦Operating system
◦Application
◦Driver
◦Settings in the driver and the application
◦Settings in the printer
◦Connection method and settings
●Exact information on how to replicate the environment that reproduces the issue, including some
example files that can be sent to the printer to replicate a heavy load environment. These files will
need to be:
◦Original application files, if the issue happens printing from an application through our driver
◦Print to files if the issue happens printing from a 3rd-party application
●Information on the approximate frequency of the occurrence of the issue
●The printer logs. In order to obtain the printer logs, see Appendix C: Obtaining the printer log and
the diagnostics package on page 113.
ENWW Appendix A: How to troubleshoot system error 79:04 111
Appendix B: Updating firmware in diagnostics boot mode
If the printer is displaying a 79:04 system error during start up and will not start normally, then services like
the Embedded Web Server will not work.
If it is not possible to perform a firmware upgrade using the normal procedures (for instance, if there is a
System Error and the Embedded Web Server is unavailable), it is possible to perform an emergency firmware
upgrade using a USB flash drive. Follow these steps:
1. Copy a valid FMW firmware file onto a USB flash drive. This file is provided in HP Designjet Online.
Remove all other contents from the flash drive.
2. Turn off the product.
3. Connect the USB flash drive to the USB host port in the front panel.
4. Turn on the product, and follow the front panel instructions.
112 Chapter 3 System error codes ENWW
Appendix C: Obtaining the printer log and the diagnostics
package
The printer keeps an internal log of its own actions. When a system error occurs, the printer log may help you
to find the cause and the solution. By default, whenever it restarts, the printer deletes the current log and
starts a new one, to avoid using a lot of hard disk space.
You can obtain the printer log through the diagnostics package. There are two types of diagnostic package:
●Diagnostic package (reduced level)
●Extended diagnostic package (full level)
And there are two ways of retrieving the information:
●From the front panel with a USB flash drive (reduced or full level only)
●From the Embedded Web Server (reduced or medium level)
NOTE: If the extended diagnostic package is available, it will be the only one visible from the Embedded
Web Server. In order to use the reduced diagnostic package from the Embedded Web Server, you must
disable the extended diagnostic package.
When you have obtained the information, it should be attached to the customer case.
Front panel method
This method works only if you have a standard USB flash drive (if you do not have a flash drive, use the
Embedded Web Server method). It has the advantage to work with very minimal printer functionality: just the
printer OS and the USB connection. It can work without connectivity and the front panel. The level of logging
is more detailed than the extended package that can be enabled from EWS. It is recommended to use the USB
method whenever possible.
1. Take a standard USB flash drive, formatted as FAT32.
2. Create an empty file in the USB flash drive (right-click, New > Text Document) and name it
pdipu_enable<action code>.log.
Empty file to load in the USB Actions
pdipu_enable_elog.log
pdipu_enable_elog_nonvm.log
Enable verbose logging. Printer needs to be rebooted to take
effect.
pdipu_enable_loggz.log
pdipu_enable_loggz_nonvm.log
Extract the logs to the USB.
pdipu_enable_loggz_dlog.log
pdipu_enable_loggz_dlog_nonvm.log
Disable the verbose logging. It is important to run this after
the case is solved to prevent the disk getting full from logs.
3. The printer will give audio messaging detailing the progress. The audio messages available are:
●“Generating diagnostic package, please wait.”
●“Diagnostic package successfully complete”
●“Error. Diagnostic package failed”
●“You can now detach the USB pen drive”
●“Traces are now enabled. You must reboot the printer”
ENWW Appendix C: Obtaining the printer log and the diagnostics package 113
●“Generating package without printer.log”
●“Encrypting package”
Embedded Web Server method
1. You can access the Embedded Web Server by typing the IP address of the printer in a Web browser. In
the Support tab, click Service support to display the following page.
2. If the problem persists and is difficult to debug, try the extended diagnostics package. To enable the
extended diagnostics package, click Enable the extended diagnostics package. The printer needs to be
restarted after enabling or disabling the extended diagnostics package.
3. At any time after enabling the extended diagnostics package, you can download the package and the
printer logs by clicking Download the extended diagnostics package.
4. When you have finishing using the extended diagnostics package, remember to disable it; otherwise it
could affect printer performance or even cause undesirable side-effects.
When you do not require permanent logging any more, remember to turn it off, to avoid filling up the hard
disk and degrading printer performance. To disable permanent logging:
1. Turn off the printer with the power key beside the front panel.
2. Hold down the OK key and the Form feed and cut key at the same time, and turn on the printer with the
power key. Continue to hold down all three keys for about 20 seconds, until you see the HP logo on the
front panel display. Permanent printer logging is now deactivated.
114 Chapter 3 System error codes ENWW
Introduction
This chapter explains how to use the product's diagnostic tests and utilities, and what to do in the event of
any failure.
NOTE: If possible, always perform a diagnostic test on a component that you are about to replace, to make
sure that is the component that has failed. If the test on that component passes, there is no need to replace
it.
Initialization Self Test
Initialization sequences
Whenever the product is switched on, it automatically performs a series of internal self-tests and mechanical
initialization sequences. If any part fails, a system error will appear and you should consult System error
codes on page 72.
Auto-Diagnostics Test
In the event of a paper or scan-axis jam triggering a system error 86:01, a message will appear on the Front
Panel.
After restarting, the product will exercise several electromechanical subsystems involved in Paper or Scan
Axis movement. If necessary, you may be asked to move the carriage manually or check whether the main
roller is moving. You may also be asked to launch an Auto-Diagnostics Test.
●In the event of a paper jam, if another paper jam occurs during the first 15 paper advance movements
after the product restarts, the product will ask you to launch the Paper Axis Auto-Diagnostics.
●In the event of a scan-axis jam, if another scan-axis jam occurs during the first 50 carriage movements
after the product restarts, the product will ask you to launch the Scan Axis Auto-Diagnostics.
A final result will be shown with all the collected data.
Phone Support
NOTE: In certain circumstances, a Call Agent can try to troubleshoot the product by requesting the
customer to perform a Service Test over the phone. Using this process, it can be determined whether the
product requires any on-site maintenance.
Remember that the key combination for the customer to enter the Service Tests and Utilities is the same as
the one that the engineer will use.
116 Chapter 4 Diagnostics, Service Utilities and Calibrations ENWW
Diagnostic Tests and Utilities
The following is a list of all diagnostic test and utilities available in the product. For instructions on entering
the Diagnostics menu, see Entering the Diagnostics Menu on page 118.
+ Scan Axis Test on page 118
Star-wheel lifter
PRS
Scan axis
Cutter
Paper Drive Test on page 122
Electronics Module Test on page 122
Carriage Assembly Test on page 123
Sensors Test on page 125
Stacker Empty Sensor Test on page 126
Output Valve Test on page 126
Output Valve Calibration on page 127
Pinches Lifter Test on page 128
Stacker Ramps Test on page 128
Stacker Overdrive Test on page 129
Rewinder Test on page 130
+ Ink Delivery System (IDS) Test on page 131
Ink Delivery System
Check ink supplies
Check leakage
+ Service Station Test on page 133
Service station
Primers
Enable I/O Interfaces Utility on page 134
Unit Information Utility on page 134
EEROM Reset Utility on page 134
Front Panel Lock Reset on page 135
Hard Disk Recovery on page 135
File System Check on page 135
ENWW Diagnostic Tests and Utilities 117
Entering the Diagnostics Menu
1. Make sure the product is switched off with the Power key on the side of the Touch Screen Panel, and
not with the power switch on the back of the product.
2. Press and release the Power key to switch on the product.
3. Wait for the Home button to come on.
4. Press the Home button; the button acknowledges by flashing.
5. All LED come on. Press and release them, one after another:
●The Cancel icon (X)
●The Home icon
●The Help icon (?)
NOTE: Do not push the icons all at the same time, push each one in the order shown above and
release each icon before pressing on the next icon.
6. The 6 buttons on the Front Panel will then blink 4 times; then wait until the product completes the
initialization sequence and shows the Diagnostics menu.
7. In the Diagnostics menu scroll up and down sliding the finger vertically on the Front Panel and press on
the desired option.
NOTE: The Diagnostic Tests and Utilities work in a special mode that does not require the full initialization
of the product. Therefore, whenever you have finished a test, you must power off the product and power on
again before trying to print or before executing another test.
NOTE: In some cases a quick press of a button may not be recognized by the product. When pressing a
button, be sure to press it deliberately for about 1 second.
NOTE: If the product hangs up during a test, switch the product off and restart from step 1.
Scan Axis Test
The complete Scan Axis test consists of individual tests for the different components related to the Scan
Axis. The subsystems included in this assembly are:
●Star Wheel Lifter
●Automatic PPS Adjustment.
●Scan Axis Servosystem
●Cutter
You must perform the Scan-Axis Test after:
●System Error Code 42:XZ.
●System Error Code 47:XZ.
●System Error Code 73:XZ.
●System Error Code 87:XZ.
●System Error Codes related to Scan-Axis shutdown or Carriage jam.
118 Chapter 4 Diagnostics, Service Utilities and Calibrations ENWW
Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check the user guide to see which tests and calibrations you
need to perform.
CAUTION: ALL THE COVER SENSORS ARE DISABLED WHEN IN THE SERVICE TESTS MENU. IF THE CARRIAGE IS
MOVING IT WILL NOT STOP IF THE SCANNER IS OPEN, SO BE VERY CAREFUL NOT TO PUT YOUR HANDS INSIDE.
NOTE: IF POSSIBLE, ALWAYS PERFORM THIS TEST BEFORE REPLACING ANY COMPONENT OF THE SCAN-AXIS.
Star Wheel Lifter test
The Star Wheel Lifter subassembly is designed to move the Star Wheel support to the up and down positions.
This is used to load roll or sheet paper and avoid damage to the Star Wheel caused by paper jams etc.
Perform the Scan Axis - Star Wheel Lifter test as follows:
NOTE: Perform this test with the Printheads and the Tubes System installed in order to get values that can
be compared correctly.
1. In the Diagnostics menu, select Scan Axis .
2. The Front Panel will display a screen, select Star Wheel Lifter.
If there is a failure at any point during the tests, the Front Panel will display the relevant System Error
Code. To troubleshoot any displayed error codes, see System error codes on page 72.
3. The product then starts the Star wheel lifter PWM control test to check the subsystem. As the test
executes the Front Panel displays the following messages:
●Initializing
●Checking movement
●Testing…
●Getting information
●Checking Status
4. The Front Panel displays the test results and prompts you to continue.
5. Press OK to continue. Once you continue the test, the Front Panel displays the following messages:
●Checking motors
●Checking movement
●Getting data
●Analyzing
●Checking status
●Checking motor
●Checking movement
●Checking motor data
●Analyzing
●Checking Status
If there is a failure at any point during the test, the Front Panel will display the relevant System Error
Code. To troubleshoot any displayed error codes, see System error codes on page 72.
ENWW Diagnostic Tests and Utilities 119
6. The Front Panel shows the test complete display for a few seconds.
7. Press OK to end the test and restart the product.
PRS Test
The PRS subsystem is designed to move the carriage assembly between two predetermined vertical positions
with respect to the plane of the print platen. This allows different papers of different thicknesses to be used
without losing print quality.
Perform the Scan Axis - PRS test as follows.
NOTE: Perform this test with the Printheads and the Tubes System installed in order to get values that can
be compared correctly.
1. In the Diagnostics menu, scroll to Scan Axis and press on this menu option.
2. The Front Panel will display a screen, select PRS.
3. In the Scan Axis submenu, scroll to PRS and press OK to start the test
The product will start the Scan Axis subsystem Common Initialization and PRS test initialization. If there
is a failure at any point during the tests, the Front Panel will display the relevant system error code. To
troubleshoot any displayed error codes, see System error codes on page 72.
4. The product then starts the PRS test to check the subsystem. As the test executes, the Front Panel
displays the following messages:
●Initializing
●Checking movement
5. Once the test has completed, the Front Panel prompts you to confirm that the PRS moved.
6. If the PRS moved, press OK to accept the results. If the PRS did not move, press Cancel to reject the
results and exit the test.
7. Press OK to end the test and restart the product.
Scan Axis Test
The Scan Axis subsystem is designed to move the carriage assembly between two predetermined horizontal
positions with respect to the plane of the print platen. This allows papers of different widths to be used
without losing print quality.
Perform the Scan Axis - Scan Axis test as follows:
NOTE: Perform this test with the Printheads and the Tubes System installed in order to get values that can
be compared correctly.
1. In the Diagnostics menu, select Scan Axis.
2. The Front Panel will display a screen, select Scan Axis.
3. The product checks the Scan Axis motor. The Front Panel displays the following messages:
●Initializing
●Checking motors
4. Depending on the results of the tests, you may be asked to perform the following operations.
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a. Open the main window.
b. Manually move the carriage to another position. The carriage should not offer resistance to
manual movement. Do not force any product part while moving the carriage. The Front Panel will
show a text describing the action and an animation as an example of the requested operation.
Press OK when you have finished moving the carriage.
c. Close the main window.
5. Afterwards, the test will automatically continue checking for possible Scan Axis errors. The carriage will
move automatically along the Scan Axis several times, taking a few minutes. As the test executes, the
Front Panel displays the following messages:
●Checking paper jam
●Checking movement
●Checking life counters status
6. If the Scan Axis passes the test, the Front Panel displays a message, otherwise it displays an error code.
Press OK to continue.
Cutter test
The Cutter is designed to cut roll paper after printing to the defined sheet size. Before executing this test you
should run the Scan Axis, Media Drive and Carriage tests to ensure that each of these subsystems is operating
correctly.
Perform the Scan Axis - Cutter test as follows.
1. In the Diagnostics menu, select Scan Axis.
2. The Front Panel will display a screen, select Cutter.
3. A screen is displayed, check that the paper is unloaded and all the covers are closed, and select OK.
If there is a failure at any point during the tests, the Front Panel will display the relevant system error
code. To troubleshoot the displayed error code, see System error codes on page 72.
4. A is displayed. With the Media Lever lowered, feed a roll of paper (not a sheet) into the paper path until
it reaches the product roller. Then press OK to continue.
If you have not fed enough paper into the product, the diagnostic will show a message saying that the
paper was not detected and the test will fail and the product will reboot. In this case, try again, taking
care to feed more paper. If the problem continues, check that the sensors are working correctly. If
necessary, perform the Sensors Test (see Sensors Test on page 125).
5. The product then starts an actual test cut of the paper. As the test executes the Front Panel displays the
following messages:
●Advancing paper
●Preparing cutter
●Cutting paper
●Disengaging cutter
6. Once the test has completed the Front Panel displays the test result and prompts you to confirm that
the cutter worked.
7. Press OK if the cutter worked or Cancel if the cutter did not work.
8. Press OK to end the test and restart the product.
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Paper Drive Test
The Paper Drive test diagnoses failures of components of the Paper Axis.
You must perform the Paper Drive Test after:
●System Error Code 81:XZ.
●System Error Code 41:XZ.
●System Error Code 73:XZ.
Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check the user guide to see which tests and calibrations you
need to perform.
CAUTION: ALL THE COVER SENSORS ARE DISABLED WHEN IN THE SERVICE TESTS MENU. IF THE CARRIAGE IS
MOVING IT WILL NOT STOP IF THE SCANNER IS OPEN, SO BE VERY CAREFUL NOT TO PUT YOUR HANDS INSIDE.
NOTE: IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE REPLACING ANY COMPONENT OF THE MEDIA-AXIS.
Perform the Paper Drive test as follows:
NOTE: Perform this test with the Printheads and the Tubes System installed in order to get values that can
be compared correctly.
1. In the Diagnostics menu, select Paper Drive.
2. The Front Panel displays a screen, select OK to continue with the process. Unload paper if loaded, and
select OK again.
3. The Front Panel then displays the Analog Encoder calibration results.
The GAIN for channels A and B should be lower than 5.
4. If the results are correct, press OK to accept the results. If the results are not correct, press Cancel to
reject the results and fail the test.
5. If you accept the results, the Front Panel will continue with the tests. It will ask you to press OK to
continue with the process. When prompted, unload paper if any is loaded.
6. The Front Panel then displays the test results.
●The first PWM avg result (forward move) should be between 7700 and 10560 and the second Pwm
avg (backward move) between 7600 and 10450.
●The first Speed error result should be no more than 78.65 and the second no more than 112.5.
●The first PWM StDev result should be no more than 162.5 and the second no more than 187.5.
●The first PWM max result should be no more than 12250 and the second no more than 12125.
7. If the results are correct, press OK to accept the results. If the results are not correct, press Cancel to
reject the results and FAIL the test.
8. If you accept the results, the Front Panel shows a screen, press OK to finish.
Electronics Module Test
This diagnostic test gives information about the electronics. Several modules can be tested, and the user is
asked whether he want’s to test each specific module.
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1. In the Diagnostics menu, select Electronics Module.
2. Engine Board Module: The Front Panel then prompts you to test the Engine Board, press OK to run the
test, CANCEL to skip it. It checks the presence of the required devices in the Engine Board. If the board is
OK, 4 Hannibal devices should be listed ( from Hannibal1 to Hannibal4).
3. Power Supply Module: This test checks the correct function of the E-Box Fans.
4. The Front Panel then prompts you to test the Power Supply, press OK to run the test, CANCEL to skip it.
5. If the fans are working properly, the test displays: PSU fan status; OK
6. Formatter Module: The purpose of this test is to diagnose a failure in the operation of the Formatter.
The Front Panel then prompts you to test the Formatter, press OK to run the test, CANCEL to skip it.
The information shown in the Front Panel is:
●The memory size
●Type and size of the partitions on the Hard Disk
●Size and percentage used of the data and boot partitions on the Hard Disk
Carriage Assembly Test
The Carriage Assembly test diagnoses failures of any components of the Carriage. This test should be run in
any of the following circumstances.
●Before replacing the Carriage Assembly.
●After removing or replacing certain product components. If you have removed or replaced product
components, check the user guide to see which tests and calibrations you need to perform.
●If printhead alignment fails repeatedly.
●If, when loading paper, the search for the edge of the paper fails repeatedly.
●If no printheads are detected (check more than one).
●If the system error message 02.1:10 appears.
If an error is detected during the test, the Front Panel will display an error code and message. The test will
not continue after that point.
1. To execute the Carriage Assembly diagnostic, select the “Carriage Assembly” option in the diagnostic
menu and press OK.
2. The diagnostic starts testing the subsystem. After a time a message appears: Initializing, Getting
information, or Checking voltages; this indicates that the diagnostic test is in progress.
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3. A message appears asking to remove the printheads. Open the printer window, open the carriage latch,
remove the printheads from the carriage. Close the carriage cover, printer window, and press the OK
button.
If the printheads were not correctly removed after pressing the OK button, a message appears asking to
remove them. To do so, repeat the previous steps. If the printheads were correctly removed (it is clear
there are no printheads installed in the carriage), and the message still appears, press the Cancel (X)
key; the test will finish, and the appropriate error code will appear.
4. Once all the printheads are removed, some additional parameters are checked and their values and/or
ranges are displayed in the front panel:
5. The diagnostic test will check the carriage LEDs and sensors. This can take some minutes. The following
message appears in the front panel:
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6. After the line sensor has been checked, you’re asked to insert the printheads again. To do so, open the
printer window, open the carriage cover, and insert the printheads into the carriage. Then, close the
carriage cover, printer window, and then press OK.
If the printheads were not correctly installed after pressing the OK button, a message appears asking to
install them. To do so, repeat the previous steps. If on checking, the printheads were correctly installed
(it is clear there are printheads installed in the carriage), and the message still appears, press the Cancel
(X) key; the test will finish, and the appropriate error code will appear.
7. After installing all printheads, more checks take place, if everything was is correct, the following
message appears:
If an error has been found in any of the steps of this diagnostic (parameter values are out of the allowed
range; printhead improperly detected or not detected, sensor errors, etc.) the diagnostic test will
automatically detect it and stop the test (checks will stop), and the error description will be shown in
the front panel. The error description will contain the System Error code (for determining the recovery
action) and the specific error cause, if known.
Sensors Test
The Sensors test diagnoses failures of any sensors of the product. Always run this test before replacing any
of the following sensors:
●Window Position sensor
●Upper or lower roll cover sensor
●Stacker arm sensor
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Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check the user guide to see which tests and calibrations you
need to perform.
1. In the Diagnostics menu, scroll to Sensors and press on this menu option, press OK to start the test.
2. The Window Position sensor test starts and the Front Panel prompts you to open the Window cover.
Open the Window cover, and press OK to continue.
NOTE: Make sure that no object is interfering with the sensor.
3. The Front Panel prompts you to close the Window cover, and the sensor, on detecting the cover closing.
Close the Scanner and press OK to continue.
4. Follow the same procedure for the Roll 1, Roll 2, and the Stacker Cover.
5. When the tests are complete, the Front Panel displays a final message. Press OK to shutdown.
Stacker Empty Sensor Test
The stacker empty sensor test diagnoses failures of the stacker empty sensor. This test checks the
connectivity and the proper operation of the sensor.
1. In the diagnostic menu select Stacker empty sensor. The printer will take a while to verify the sensor
connectivity. If the sensor is not connected, on the Front Panel the following code appears; 53.6:10, and
the message “Stacker empty sensor connectivity failure”. Press OK to continue and return to the
diagnostic menu.
2. If the sensor is connected, the test asks to place a paper to cover the stacker sensor, do so, then press
OK to continue, or Cancel to exit.
3. After putting the paper and pressing OK, the test will ask you to remove it and select between OK or
Cancel.
4. If during the two steps described above the test detects a non proper operation, the Front Panel
displays the following error code; 53.6:10, and the message “Stacker empty sensor fails to detect
paper”. In this case make sure that there are not objects covering the sensor and repeat the test.
Output Valve Test
Perform the Output Valve test as follows:
NOTE: Perform this test with the printheads and the tubes system installed in order to get values that can
be correctly compared.
1. In the Diagnostics menu, select Output Valve.
2. The product starts the Output Valve PWM control test to check the subsystem. As the test executes the
Front Panel displays the following messages:
●Initializing
●Performing movements
If there is a failure at any point during the test, the Front Panel displays the relevant System Error Code.
To troubleshoot any displayed error codes, see System Error Codes.
3. Press OK to end the test and restart the product.
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Output Valve Calibration
The purpose of this Service Calibration is to calibrate the valve that directs the print to the stacker or basket.
This valve also detects output jams to the basket by performing several movements to see if there’s any
paper obstruction.
It has to be done when:
●Reinstalling or replacing the complete stacker.
●When reinstalling or replacing the diverter - cutter platen assy.
●When replacing the output valve motor.
Follow these steps:
1. Prior to calibration; remove all the prints from the stacker and basket, and also any paper loaded in the
printer.
2. To select this calibration, go to 'output valve calibration':
3. The screen will show the 'calibrating status' during some minutes, while the output valve is performing
some movements.
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4. At the end of the process, you will have the result of the calibration. The screen will show also a
recommendation to verify the calibration (print a plot to stacker). Typical values for the calibration
range from 1015 to 1225.
5. By pressing OK in the next screen, the printer will shut down automatically.
6. Power – on the printer, and print (for example a Drawing Demo print) to the stacker, to verify the
success of the calibration.
Pinches Lifter Test
Perform the Pinches Lifter test as follows:
NOTE: Perform this test with the printheads and the tubes system installed in order to get values that can
be correctly compared.
1. In the Diagnostics menu, select Pinches Lifter.
2. The product starts the Pinches Lifter PWM control test to check the subsystem. As the test executes the
Front Panel displays the following messages:
●Initializing
●Performing movements
If there is a failure at any point during the test, the Front Panel displays the relevant System Error Code.
To troubleshoot any displayed error codes, see System Error Codes.
3. Press OK to end the test and restart the product.
Stacker Ramps Test
Perform the Stacker Ramps test as follows:
NOTE: Perform this test with the printheads and the tubes system installed in order to get values that can
be correctly compared.
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1. In the Diagnostics menu, select Stacker Ramps.
2. The product starts the Stacker Ramps PWM control test to check the subsystem. As the test executes
the Front Panel displays the following messages:
●Initializing
●Performing movements
If there is a failure at any point during the test, the Front Panel displays the relevant System Error Code.
To troubleshoot any displayed error codes, see System Error Codes.
3. Press OK to end the test and restart the product.
Stacker Overdrive Test
Perform the Stacker Overdrive test as follows:
NOTE: Perform this test with the printheads and the tubes system installed in order to get values that can
be correctly compared.
1. In the Diagnostics menu, select Stacker Overdrive.
2. The product starts the Stacker Overdrive PWM control test to check the subsystem. As the test executes
the Front Panel displays the following messages:
●Initializing
●Performing movements
If there is a failure at any point during the test, the Front Panel displays the relevant System Error Code.
To troubleshoot any displayed error codes, see System Error Codes.
3. Press OK to end the test and restart the product.
Stacker Jam Sensor Test
This test diagnoses Stacker Jam Sensor failure. Always run this test before replacing the sensor.
Perform the Stacker Jam Sensor test as follows:
1. In the Diagnostics menu, scroll to Stacker Jam Sensor, select it, and press OK to start the test, or Cancel
to exit.
2. The sensor test starts, and the Front Panel prompts you to lift the first wheel holder containing the jam
sensor.
Lift the wheel holder, and press OK to continue.
NOTE: Make sure that no object is interfering with the sensor.
3. The Front Panel prompts you to lower the first wheel holder.
Lower the wheel holder, and press OK to continue.
4. When the test is complete, the Front Panel displays a final message. Press OK to shutdown.
Stacker Capacity Sensor Test
This test diagnoses Stacker Capacity sensor failure. Always run this test before replacing the sensor.
Perform the Stacker Capacity sensor test as follows:
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1. In the Diagnostics menu, scroll to Stacker Capacity Sensor, select it, and press OK to start the test, or
Cancel to exit.
2. The sensor test starts, and the Front Panel prompts you to lift the first wheel holder containing the
capacity sensor.
Lift the wheel holder, and press OK to continue.
NOTE: Make sure that no object is interfering with the sensor.
3. The Front Panel prompts you to lower the first wheel holder.
Lower the wheel holder, and press OK to continue.
4. When the test is complete, the Front Panel displays a final message. Press OK to shutdown.
Rewinder Test
The Rewinder test diagnoses failures of the Rewinder. Always run this test before replacing the Service
Station side Roll Support.
Perform this test after:
●System Error Code 41:YZ
●System Error Code 45:YZ
●System Error Code 81:YZ
Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check the user guide to see which tests and calibrations you
need to perform.
NOTE: Perform this test with the Printheads and the Tubes System installed in order to get values that can
be compared correctly.
CAUTION: ALL THE COVER SENSORS ARE DISABLED WHEN IN THE DIAGNOSTICS MENU. IF THE CARRIAGE IS
MOVING IT WILL NOT STOP IF THE SCANNER IS OPENED, SO BE VERY CAREFUL NOT TO PUT YOUR HANDS
INSIDE.
1. In the Diagnostics menu, scroll to Rewinder and press on this menu option.
The product will start the Open Loop, Rewinder Servo System, and Media Driver PWM tests.
If there is a failure at any point during the tests, the Front Panel will display the relevant System Error
Code.
2. The Rewinder test starts and the Front Panel displays the following messages:
●Initializing
●Getting information
●Part Number: P/N
●Setting encoder position
3. The Front Panel prompts you to make sure the paper is unloaded and the spindles are removed.
4. Remove the paper from the product.
5. Remove the spindles from the roll supports.
6. Press OK to continue.
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7. The Front Panel displays the results.
8. The Front Panel displays the test results. Press OK to end the test and restart the product.
NOTE: Once you have completed the Rewinder diagnostic test, you must perform a Paper Advance
Calibration. Paper Advance Calibration on page 160.
Ink Delivery System (IDS) Test
The complete Ink Delivery System test consists of three individual tests for the different components related
to this subsystem. These three tests and their associated functions are:
●Ink Delivery System
◦Check the Ink Supply Station subsystem.
◦Show tubes usage (as a percentage of expected life).
◦Test communication with Ink Supplies.
●Check Ink Supplies
◦Test communication with Ink Supplies.
◦Show ink levels.
◦Check that Ink Supplies are ready for purging: the remaining ink is enough for the setup process
and the ink supply is not faulty.
●Check Leakage
◦Check the Ink Supply Station subsystem.
◦Check for ink supplies or tubes leakage.
Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check this Service Manual to see which tests and calibrations
you need to perform.
Ink Delivery System
If there is a failure at any point during the tests, the Front Panel will display the relevant System Error Code.
1. In the Diagnostics menu, scroll to IDS and press on this menu option.
2. The Front Panel shows the IDS submenu.
3. In the IDS submenu, scroll to Ink Delivery System and press OK to start the test.
4. The Ink Delivery System test starts and the Front Panel prompts you to remove all the Ink Supplies.
5. Remove all the Ink Cartridges.
6. Press OK to continue.
7. The Front Panel then prompts you push down Piston 0.
8. Press and hold down Piston 0, which is located at the furthest left Ink Cartridge position.
9. Press OK.
10. The Front Panel then prompts you to release Piston 0.
11. Release Piston 0.
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12. Press OK to continue.
13. Repeat the steps above for each piston.
14. The Front Panel then displays the tubes usage, expressed in percentage of the expected subsystem life.
15. Press OK to continue.
16. The Front Panel prompts you to insert all the Ink Cartridges.
17. Install all the Ink Cartridges.
18. Press OK to continue.
19. The Front Panel then displays Acumen Supplies test results.
20. Press OK to end the test and return to the Diagnostics menu.
Check Ink Supplies
If there is a failure at any point during the tests, the Front Panel will display the relevant System Error Code.
To troubleshoot any displayed error codes, see System error codes on page 72.
1. In the Diagnostics menu, scroll to IDS and press on this menu option.
2. The Front Panel shows the IDS submenu.
3. In the IDS submenu, scroll to Check Ink Supplies and press OK to start the test.
4. The Front Panel prompts you to insert all the ink cartridges.
5. The Front Panel shows the ink levels of all the cartridges. A list of the “colors not valid” for purge are
shown below. If all of the cartridges are valid for purging, the “Colors not valid” item will not be shown
on the Front Panel.
6. Press OK to exit.
7. The Front Panel then displays the test results.
8. Press OK to end the test and return to the Diagnostics menu.
Check Leakage
If there is a failure at any point during the tests, the Front Panel will display the relevant System Error Code.
1. In the Diagnostics menu, scroll to IDS and press on this menu option.
2. In the IDS submenu, scroll to Check Leakage and press OK to start the test.
3. The Ink Delivery System test starts and the Front Panel prompts you to remove all the Ink Cartridges.
4. Remove all the Ink Cartridges and press OK to continue.
5. The Front Panel prompts you to push down all the pistons.
6. Use your fingers to push all of the pistons down, and press OK to continue.
7. If the Ink Supply Station is working properly, the Front Panel prompts you to insert all the Ink
Cartridges.
8. Install all the Ink Cartridges and press OK to continue.
9. The leakage check starts and the Front Panel displays the remaining time until the leakage check is
finished.
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10. The Front Panel then displays Check Leakage test results.
11. Press OK to end the test and return to the Diagnostics menu.
Service Station Test
The complete Service Station test consists of individual tests for the different components related to this
subsystem.
These tests are:
●Service Station
●Primer Motor
Diagnostic tests also need to be performed after removing or replacing certain product components. If you
have removed or replaced product components, check Diagnostics, Service Utilities and Calibrations
on page 115 to see which tests and calibrations you need to perform.
Service station
1. In the Diagnostics menu, scroll to Service Station and press on this menu option.
2. The Front Panel will show the Service Station submenu.
3. In the Service Station submenu, scroll to Service Station and press OK to start the test.
4. The Front Panel then prompts you to check the status of the product.
5. Check that:
●The Scanner is closed.
●All Printheads are inserted.
●Valid Cartridges are inserted.
6. Press OK to continue.
7. The product performs a series of movements numbered from 1 to 10. It takes about a minute to
perform all movements.
8. The Front Panel then asks if you want to cap the printheads.
9. Press OK to cap the Service Station or Cancel to skip this test.
10. The Front Panel prompts you to shut down the product to complete the test.
11. Press OK to shut down the product.
TIP: If a system error message is displayed during the procedure, follow the procedure described in the
System Errors section. A system error 21 indicates that the service station is not working properly.
Primer motor
1. In the Diagnostics menu, scroll to Service Station and press on this menu option.
2. The Front Panel will show the Service Station submenu.
3. In the Service Station submenu, scroll to Primer Motor and press OK to start the test.
4. The Front Panel then prompts you to check the status of the product.
5. Check that:
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●The Cover is closed.
●The Printhead is inserted.
●Valid Cartridges are inserted.
6. Press OK to continue.
7. The Front Panel asks you to open the window cover.
8. Open the window cover.
9. The Front Panel then prompts you to check the pressure in the upper tube. You need to put your hand
inside and check with your finger that the air comes out of the tube.
10. If the tubes are working properly press OK to continue.
11. Repeat two last steps for bottom tube.
12. The Front Panel asks you to close the window cover.
13. Close the window cover.
14. The product performs a series of movements numbered from 1 to 5. It takes about two minutes to
perform all movements.
15. The Front Panel prompts you to shut down the product to complete the test.
16. Press OK to shut down the product.
Enable I/O Interfaces Utility
This utility is used to enable/disable the LAN connection.
1. In the Diagnostics menu, scroll to Enable I/O Interfaces and press on this menu option.
2. The Front Panel prompts you to enable the connectivity. Press OK to confirm or, UP or Down to change
the option YES or NO.
3. The connectivity is enabled if YES option is confirmed. Press OK to restart.
Unit Information Utility
1. The Unit Information test retrieves the Firmware Version, Serial Number and Part Number of the
product.
2. In the Diagnostics menu, scroll to Unit Information and press on this menu option.
3. The Unit Information test starts and the Front Panel displays the following message:
●Initializing
●Getting information
4. The Front Panel displays the firmware level, serial number of the product and the part number.
5. Press OK to continue and return to the menu.
EEROM Reset Utility
The EEROM Reset test resets the product to the factory defaults and delete any user information/files.
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1. In the Diagnostics menu, scroll to EEROM and press on this menu option.
2. The EEROM Reset test starts and the Front Panel asks whether you want to continue.
3. Press OK to continue the test or Cancel to cancel it.
4. The EEROM Reset test continues and the Front Panel displays the following message:
●Initializing
●Setting default configuration
5. The Front Panel prompts you to shut down the product to complete the test.
6. Press OK to shut down the product.
Front Panel Lock Reset
This utility enables the Front Panel to be unlocked when it has been locked by mistake and cannot be
remotely unlocked from Web JetAdmin.
1. In the Diagnostics menu, scroll to Front Panel lock reset and press on this menu option
.
2. The Front Panel prompts you to unlock Front Panel access. Press OK to unlock access or Cancel to exit.
3. The Front Panel lock is reset. Press OK to end the utility and return to the main menu.
Hard Disk Recovery
The purpose of this Service Utility is to restore the firmware and erase data from the Hard Disk.
In this insecure mode, all pointers to the information are erased. The information itself is not erased, and
remains on the hard disk until the disk space it occupies is needed for new print jobs.
File System Check
The File System Check checks the file system on the hard disk and automatically corrects any problems that
it finds. This option is also available from the Service Menu.
1. In the Diagnostics menu, select File System Check and press on this menu option.
2. The Front Panel asks you if you want to proceed with the File System Check.
3. Press OK to proceed or Back/Cancel to exit.
If you press OK, the product restarts and the File System Check is performed.
Service Utilities
The following is a list of all internal Service Utilities available in the product. To access them, see Entering the
Service Utilities Menu on page 136.
Turn Drive Roller on page 137
Purge Tubes on page 137
+ Reset Life Counters on page 138
+ Reset Maintenance Kit usage
Reset life counters PMK1
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Reset life counters PMK2
Reset usage counters
+ Diagnostics Print on page 139
+ Advanced Diagnostic Print
Image Quality Service (Best and Normal)
Paper advance plot
Nozzle Health
Printhead Alignment
Force drop detection
+ Disk Wipe DoD 5220.22-M on page 143
Insecure mode
1-pass mode
5-pass mode
Show/Hide Front Panel Information on page 144
Enable Upper Roll Cover on page 144
File System Check on page 144
Rewinder Adjust on page 145
Double Cut for Borderless Printing on page 145
Remove non Factory Papers on page 145
Secure File Erase Mode on page 145
Enable I/O Interface on page 146
Reset Access Control on page 146
Uninstall Applications on page 147
Force Drop Detection on page 148
+ Accounting Mode on page 148
None
Mode 1
Test
Entering the Service Utilities Menu
1. From the Home Screen press the Information icon on the top left corner of the screen. For information
regarding the Front Panel keys.
2. From the product Information Area, press the Main Menu tool icon on the bottom right corner of the
screen.
3. Scroll down to the lowest menu option and press on the Service menu option.
4. Enter the 4-digit 1st level access code “3174” and press OK.
5. Press on the Service utilities menu option.
6. From the Service utilities menu you can scroll up and down the available utilities. Press on the selected
menu option.
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Turn Drive Roller
The purpose of this Service Utility is to rotate the Drive Roller and the Overdrive in order to clean them.
NOTE: Remove the media from the product before proceeding with the procedure.
Perform the Turn Drive Roller utility as follows:
1. Remove Media from the paper path.
2. the Service Utilities submenu, scroll to Turn Drive Roller and press on this menu option.
3. The test begins and the Front Panel displays the following message:
●Rotation started.
4. If paper is loaded, the service utility will be cancelled. In this case, unload the paper and start again from
step 1. If no paper is loaded, the test will continue.
5. The Drive Roller begins to turn slowly and a message is displayed on the Front Panel.
6. To clean the drive roller and overdrive, see the user guide.
7. Once you have finished cleaning the Drive Roller and the Overdrive, press the Cancel key to stop the
roller.
Purge Tubes
NOTE: Make sure that NEW Ink Cartridges are installed or that the ink volume remaining in the Ink
cartridges is above 60cc before starting to fill the tubes. If you do not comply, you will get a warning message
and the printer will force you to replace the cartridges.
NOTE: Before using the Purge Tubes utility, you must make sure you have a new printhead.
Perform the Purge Tubes utility as follows:
1. In the Service Utilities submenu, scroll to Purge Tubes and select it.
2. The printer reboots.
3. After a time, a cartridge replacement screen appears.
4. Insert all cartridges and press OK.
5. If any of the cartridges have insufficient ink, the cartridge replacement will not allow you to leave until
they have all been purged. You have to replace cartridges that are not valid, and press OK again.
6. When the cartridge replacement process has successfully completed, a printhead replacement will be
opened.
7. The Front panel will prompt you to install a new printhead. Please follow the instructions.
8. The Front Panel prompts you to confirm that the printhead is replaced with a correctly inserted new
one. If it’s correctly inserted, press OK.
9. The product will now perform the Printhead Alignment and Front Panel will prompt you to continue with
the Printhead Alignment, select Align now and press the OK key.
10. Once the Printhead Alignment is completed, the following message will be displayed on the Front Panel.
Press the OK key to continue.
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Reset Life Counters
The purpose of this Service Utility is to reset the internal life counters.
There are two submenus that allow you to:
●Reset all the counters related to a Preventive Maintenance Kit (PMK).
●Reset only the counters related to a specific replaced part.
NOTE: ALWAYS RESET THE LIFE COUNTER OF A CORRESPONDING PART AFTER REPLACING IT.
Perform the Reset Life Counters utility as follows:
1. In the Service Utilities submenu, scroll to Reset Life Counters and press this menu option.
2. Enter the 4-digit 2nd level access code “5494” and press OK.
3. Select Reset Maintenance Kit usage to reset the Life Counter for all parts included in a Preventative
Maintenance Kit (PMK).
You can choose from the following Preventive Maintenance Kits:
●Preventive Maintenance Kit 1 (PMK1).
●Preventive Maintenance Kit 2 (PMK2).
NOTE: For more information about the counters that are reset, See the user guide.
It is also advisable to check the status of the Life Counters related to the other Preventive Maintenance
Kits to avoid multiple trips to the customer.
4. Select Reset usage counters to reset the Life Counter of a single part.
●Tubes and Trailing Cable
●Scan-Axis Belt with Tensioner
●Scan Motor
●Full Bleed Foams
●Carriage
●Service Station
●Scanner Counters
If you replace a part, you should reset the Life Counters as follows:
Replaced part Reset Life Counters
Ink supply tubes (with trailing cables) Tubes and Trailing Cable
Belt assembly Scan-Axis Belt with Tensioner
Scan-axis motor Scan-Axis Motor
Foams Full Bleed Foams
Carriage assembly Carriage
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Replaced part Reset Life Counters
Service station Service Station
Drop detector Drop Detector Working Time
5. Once you have selected the Life Counters to reset, a message similar to the following will be displayed
on the Front Panel. Press the OK key to reset the selected Life Counters or press Cancel to exit without
resetting the Life Counters.
Diagnostics Print
This is a set of diagnostic prints used to highlight printhead reliability, or other printer problems that can
affect the Image Quality of the printer.
To print any of the Image diagnostics prints:
1. Use the same paper type that you were using when you detected the problem.
2. Check that the selected paper type is the same as the paper type loaded into the printer.
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3. In the printer's front panel, select Diagnostic image.
In Diagnostic Print, you can select the Image Quality Service prints or the Diagnostic Print:
You have the option to print the Image Quality Service in Normal or Best mode.
Image Quality Service plots allow checking the print quality that the printer can deliver for every color
of the printer separately: Cyan/Magenta/Yellow/Matte Black/Black/Gray.
Besides the Image Quality Service plots, also available is the Print Reference Plot in Fast/Normal/
Best. This plots allows checking print quality using jobs that contain user images that have been already
ripped.
Advance Diagnostic Print has the following Diagnostics available:
All the diagnostic Prints (except Force Drop Detection) require that the printer be ready to print (paper
loaded, printhead and supplies installed). At the beginning of each diagnostic, you will see the following
screen:
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Image Quality Service (Best and Normal)
This diagnostic helps you to check the performance of the printhead, and whether it suffers from clogging,
lack of ink in any color, or other problems.
This diagnostic is quite similar to the Diagnostic Print available in the user level, except that the image quality
level (best, normal) can be chosen.
Use a level of Image Quality similar to the settings of the prints with Image Quality problems.
Use the “normal” level to troubleshoot problems in normal and fast mode, and the “best” one for prints in
best mode.
The print is divided into three parts:
●Part 1 (top): consists of rectangles of pure colors at 100% and 50%; one for each ink. This part
represents the print quality that you will get from each color in the selected level of quality (best or
normal).
●Part 2 (mid) : consists of small dashes; one for each printhead nozzle. This part complements the first,
and aims more specifically to detect how many faulty nozzles each printhead has.
Please look carefully at the print. The names of the colors are shown above the rectangles and to the left of
the patterns of dashes.
Before printing this image, perform a Force Drop Detection action (available on the Advance Diagnostic Print
Menu), in order to update the status of faulty nozzles, and print the printhead nozzle health more accurately.
First look at the upper part of the print (part 1). Each colored rectangle should be a uniform color without any
horizontal lines.
Then look at the bottom part of the print (part 2). For each individual colored pattern, check that most of the
dashes are present.
If you see horizontal lines in part 1, and also missing dashes in part 2 (same color), you should clean the
printhead, selecting the relevant color group. If the rectangles look solid, do not worry about just a few
missing dashes in part 2; these are acceptable as the printer can compensate for a few clogged nozzles.
●Part 3 (bottom): consists on several bars from side to side of the print, one for each ink. The aim of this
part is to detect a high number of consecutive faulty nozzles during continuous printing (for example
caused by air ingestion or lack of ink in the printhead).
In the case of detecting a high number of consecutive faulty nozzles in any of the color bars, you should clean
the printhead, selecting the relevant color group.
If the problem persists after recovering the printhead, consider replacing it.
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Paper advance plot
The Visual Paper Advance Diagnostic prints a test plot to check that the paper advance is operating correctly.
It consists of three plots printed at the left, center, and right of the paper. These three plots are the same,
and contain several numbered columns. The following illustrations shows an example of the Visual Paper
Advance Diagnostic plot:
The most uniformly centered will be the white/lightest band; better the media advance the printer has.
This should be true for all three plots or the printer will have differential banding (a difference of advance
between the left and right).
When the white / light band is clearly not uniform (in the same band or comparing to the other bands),
perform a user paper advance calibration, in the Image Quality maintenance menu (see User Guide for more
details).
Nozzle Health
Nozzle health print is an extended version of the Image Quality Service prints, focused exclusively on nozzle
health. It’s not intended to help to understand overall banding problems, used only for specific nozzle health
problems.
For each individual colored pattern, check that most of the dashes are present. If you see missing dashes in
one color, you should clean the printhead, selecting the relevant color group.
Printhead Alignment
The printhead alignment diagnostic print shows several groups of vertical lines, each one printed in one color
and with different carriage speeds (30, 40 and 60 inches per second).
The aim of the diagnostic is to detect printhead alignment problems by looking at how straight the three
groups of thin vertical lines that go from top to the bottom are.
If the diagnostic shows severe straightness / continuity problems in any of these lines, perform a printhead
alignment.
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Force drop detection
If the Nozzle Print Test plot has persistent white-point banding in only one color that cannot be fixed with a
printhead recovery, you can use this option to resolve the problem by resetting the nozzle health database
so that all nozzles are assumed to be correct. Once the nozzle health database has been reset, drop
detection is forced.
The normal cause of this white-point banding in a single color is the incorrect detection of failed nozzles by
the drop detector.
Perform the test as follows:
1. Go to the Service utilities menu and select Diagnostic Print.
2. Select Advanced Diagnostic Print.
3. Select Force Drop Detection.
4. Make sure that the ink system is ready, and the covers and doors are closed, then press OK.
5. The printer performs drop detection.
6. When the process has ended, press OK to return to the menu.
Disk Wipe DoD 5220.22-M
The purpose of this Service Utility is to erase data from the Hard Disk securely, according to the directive DoD
5220.22-M.
The product's hard disk is used as a temporary storage area for print jobs. The Secure Disk Wipe utility can
erase user information from the hard disk to prevent unauthorized access.
Secure Disk Wipe provides three different levels of security:
●Unsecure Mode: All pointers to the information are erased. The information itself is not erased, and
remains on the hard disk until the disk space it occupies is needed for new print jobs. The new print
information overwrites the old information. While the information remains on the disk, it is difficult for
most people to access, but may be accessed using software designed for that purpose. This is the
normal method in which files are erased on most computer systems; it is the fastest method but the
least secure. This is the default security level when using Secure Disk Erase.
●1 Pass Mode: All pointers to the information are erased, and the information itself is impapertely
overwritten with a fixed character pattern. This method is slower than Non-Secure Fast Erase, but more
secure. It may still be possible to access fragments of the erased information by using special tools to
detect residual magnetic traces.
●5 Pass Mode: All pointers to the information are erased, and the information itself is repetitively
overwritten using an algorithm designed to eliminate any residual traces. This is the slowest method,
but the most secure. Secure Sanitizing Erase meets the US Department of Defense 5220-220M
requirements for clearing and sanitization of disk paper.
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Execute the Disk Wipe DoD 5220.22-M utility as follows:
1. In the Service Utilities submenu, scroll to Disk Wipe DoD 5220.22-M and press this menu option.
2. In the Disk Wipe DoD 5220.22-M submenu, scroll to Sanity Level and press OK.
3. In the Sanity Level submenu, scroll to the required Sanity Level and press OK.
NOTE: Erasing the Hard Disk drive using either of the Secure Sanitize Levels is a very slow process, 6
hours for the 1 Pass mode and 40 hours for the 5 Pass mode.
4. When the Sanity Level has been changed, the Front Panel displays a message, or an error message if
there is some problem.
5. In the Disk Wipe DoD 5220.22-M submenu, scroll to Disk Wipe (DoD 5220.22-M) and press OK.
6. A message appears on the Front Panel, you must select whether you would like to perform a complete
erase of the Hard Disk Drive using the previously selected erase mode by pressing OK. Press Cancel to
exit the utility.
7. A message appears on the Front Panel, you must select whether you want to continue and completely
erase the Hard Disk Drive by pressing OK. Press Cancel to exit the utility.
8. The erase process starts and the Front Panel shows a setup progress bar.
9. The product reboots into the Disk Wipe mode, and continues with the disk erase until it is completed.
CAUTION: Do not try to interrupt this process. All Front Panel keys are disabled while the product erases
the Hard Disk Drive.
Show/Hide Front Panel Information
The purpose of this utility is to prevent network information from being viewed directly from the EWS or the
screen of the Front Panel.
1. In the Service Utilities submenu, scroll to and select Show/Hide Front Panel Info.
2. Use the Up and Down button to change if network information is viewable, press OK to confirm.
3. The change is complete, press OK to return to the main menu.
Enable Upper Roll Cover
This utility re-enables the upper roll cover without restarting the product.
1. In the Service Utilities submenu, scroll to, and select Enable upper roll cover.
2. Close the roll cover when requested by the Front Panel.
3. Wait until you see the a message.
4. Press OK.
File System Check
The File System Check checks the file system on the hard disk and automatically corrects any problems that
it finds.
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1. In the Diagnostics menu, select File System Check and press on this menu option.
2. The Front Panel asks you if you want to proceed with the File System Check.
3. Press OK to proceed or Back/Cancel to exit.
If you press OK, the product restarts and the File System Check is performed.
Rewinder Adjust
The Rewinder Adjust utility clears the calibration parameters associated with a Rewinder motor when it has
to be replaced.
The changes made by this utility take effect only after the product has been restarted. Therefore, you are
recommended to proceed in the following order.
1. Use the Rewinder Adjust utility to reset the calibration parameters.
a. In the Service Utilities submenu, scroll to Rewinder Adjust and press on this menu option.
b. Enter the 4-digit 2nd level access code “5494” and press OK.
c. Select the Rewinder for roll 1 or roll 2 and press OK.
d. Confirm your selection by pressing OK.
e. The product resets the calibration parameters and checks that the default values have been
correctly saved inside the NVM memory. If the check fails, a 79:04 error is generated, and the
procedure is interrupted. Otherwise, the product confirms success.
2. Turn off the product.
3. Replace the Rewinder motor.
Double Cut for Borderless Printing
This utility disables the double cut that the printer makes in order to print borderless images on photo media.
Remove non Factory Papers
This utility removes the paper profiles that were installed by the user. It does not remove any original paper
profile shipped with the printer.
Use this utility when a paper profile installed by the user could be the cause of the problem.
1. In the Service Utilities submenu, scroll and select Remove non factory papers.
2. Press OK to confirm the removal.
Secure File Erase Mode
The purpose of this Service Utility is to erase data from the printer's Hard Disk.
The product's hard disk is used as a temporary storage area for print jobs. The Secure File Erase Mode utility
can erase information from the hard disk to prevent unauthorized access.
It provides three different levels of security:
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●Insecure Mode: In this mode, all file pointers to the data (table indexes) are erased. The contents of the
file remain on the hard disk until the disk space they occupy is needed for other purposes, the space is
then overwritten. This is the fastest mode of operation.
●1-Pass Mode: In this mode, file pointers are erased and the disk space where the contents of the file
were stored is overwritten with a fixed character pattern. This mode of is slower than Non-Secure Fast
Erase, but all data is overwritten.
●5-Pass Mode: In this mode, file pointers are erased and the disk space where the contents of the file
were stored is overwritten 5 times using an algorithm that prevents any residual data. This mode may
affect product performance.
Execute the Secure File Erase utility as follows:
1. In the Service Utilities submenu, scroll to Secure File Erase Mode and press this menu option.
2. In the Secure File Erase Mode submenu, choose the mode you want to execute (Insecure Mode, 1-Pass
Mode or 5-Pass Mode).
3. Wait for the diagnostic result and press OK.
NOTE: Erasing the files of the Hard Disk drive using either of the 1-Pass Mode or 5-Pass Mode is a very slow
process; 6 hours for the 1-Pass mode and 40 hours for the 5-Pass mode.
Enable I/O Interface
This utility is used to enable/disable the LAN connections.
1. In the Diagnostics menu, scroll to and select Enable I/O Interfaces.
2. The Front Panel prompts you to enable the connectivity. Press OK to confirm, UP/Down to change the
option, or YES/NO to confirm the removal.
3. The connectivity is enabled if YES is confirmed. Press OK to restart.
Reset Access Control
The purpose of this Service Utility is to reset the Embedded Web Server access control to default; both the
admin username and password, and other users passwords are set to “ ”.
1. In the Service Utilities submenu, scroll to Reset access control and select it.
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2. Press OK to confirm and continue with the reset or Cancel to exit.
Uninstall Applications
With this Utility all the applications that currently are installed in the printer will be removed.
1. In the Service Utilities submenu, scroll to Uninstall applications and select it.
2. A message similar to the following will be displayed in the Front Panel. Press the OK button to remove
the installed applications, or press Back or Cancel to exit.
3. If Cancel was selected, the screen below is displayed; press OK to exit to the Service Menu.
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Force Drop Detection
1. In the Service Utilities submenu, select Diagnostic Prints.
2. In the Diagnostic Print menu, select Advanced Diagnostic Print.
3. In the Advanced Diagnostic Print menu, select Force Drop Detection.
4. Check whether the ink system is ready, and press OK.
5. The product resets the calibration flag. Press OK to return to the menu.
Accounting Mode
Used to enable the Abacus accounting tool (available in the US only).
Scanner Validation
By executing this validation, the product will perform the following scanner tests:
●ScanDump
●Focus
●Skew
●Dead/hot pixels
●Alignment/Stitching
●Chromatic aberration
●Streak
●Gray matching
●Signal noise
NOTE: Before running the scanner validation check that the calibration sheet is free from dust, spots or
stripes. Check that the calibration sheet is not dirty, wrinkled, scratched or folded.
NOTE: Before running the scanner validation open the scanner to check that the glass plate is free of dirt,
dust and scratches. Clean the glass plate if necessary before proceeding.
1. In the Service Utilities submenu, scroll down and select the Scanner validation option.
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2. Enter the 4-digit 2nd level access code “5494” and press OK.
3. The Touch Control Panel will then prompt you to load the calibration sheet.
4. Hold the calibration sheet from both sides and place it facing the arrow in the centre of the sheet in
front of the Page icon present on the input tray of the scanner. Push the sheet with both hands on both
sides at the same time to load the sheet with no skew. Press OK to continue with the test.
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5. Press OK to continue with the test.
6. The Touch Control Panel will then display a percentage with the progress of the validation.
7. Wait until the scanner validation test has completed. The Touch Control Panel will then show the test
results. Press OK to continue
NOTE: If scanner validation result is FAIL then:
●Check that the calibration sheet is in good condition according to previous note. Replace with a new one
if necessary.
●Check that the 5 glass plates are in good condition. Replace with new ones if necessary.
●Inspect that the 5 glass plates are correctly installed, and that they are clean.
●Perform a scanner calibration and repeat the validation.
●If the scanner validation result is FAIL with error CWS_RC_VAL_DEADPIXEL_FOUND, replace the
individual CIS module accordingly.
After the validation, a set of files is saved in the CWS_validation folder. SCANdump and log files will be
written every time a validation is being executed. TIFF files will only be written if a test fails. If the validation
is performed again the files are overwritten. The following files are written:
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File name CWS_validation folder
SCANdump_Xxx.con SCANdump files can be opned with SCANview. (part of
SCANtest)
scanTRUSTresult.log Results file, contains the following:
●Measured values and limits
●Error codes (if any)
scanTRUST.log The Log file. Primarily contains information that can help
troubleshoot where an error has occurred.
*.tif Scanned images of failed tests. These are mainly for
escalation to division for troubleshooting purposes.
NOTE: The Diagnostic package (reduced level) will contain only all LOG and CON files. Extended diagnostic
package (full level) will contain all files.
SCANdump
SCANdump is an archive file that can be viewed with SCANview (SCANtest). The SCANdump file consists of the
following:
●Four light profiles (see below for an explanation on Light Profiles).
◦RGB: Unadjusted.
◦RGB: Adjusted.
◦Grey: Unadjusted.
◦Grey: Adjusted.
●A statistic file and documentation about how to use the system.
Light Profiles
The light profiles are a snapshot of what the image sensor sees at the time the SCANdump was made. The
light profiles will in some degree be affected by of wear and tear, cleanness, and also the condition of the
calibration sheet that was used to calibrate the unit. There are two types of light profile, adjusted and
unadjusted.
The Unadjusted light profile is a raw picture of the light source. All imperfections of the sensors and the light
guide (in one, the CIS elements), are visible. Only the general light level has been manipulated.
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The Adjusted light profile is corrected according to the calibration sheet, in other words, the calibration sheet
has been used as a reference to correct the imperfection of the CIS elements.
Since we do the basic calibration in two modes, one for the color channels and one for Gray, two sets of
profiles are included in the SCANdump file.
General view of the light profile
This is the overview screen of the profiles of the CIS elements, here shown as A, B; C; D; E. Each arc represents
a CIS element. The lower half of the screen can be used to amplify the profile of a selected CIS element, for a
closer look.
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Reading the Uncorrected Light Profile
A uncorrected light profile should be within the Min/Max shown here. Since the Light source is located at the
end of the CIS element it is normal that the light profile’s level is higher here and that the level drops a little
towards the center of the CIS.
A white patch is located at each end of the CIS element. The one at the start of the CIS is a bit smaller than the
one at the end, it makes a black point, unlike the end which makes a Black and a White point.
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Reading the Corrected Light Profile
A corrected light profile should be within the Min/Max shown here.
Peaks will show up in a scan as a lighter color and not necessarily in all colors, it depends on which color
channels are being affected by the dirt/ scratch.
Drops will be seen as a dark line in the scan and again not necessarily in all colors, it depends on which color
channels are being affected by the dirt/ scratch.
If the peak or the drop is within 1-2 div (lines) it is usually not noticeable in the scan and is just general noise.
The dirt or the scratch can be from one pixel to several!
Statistics File
This file contains useful information about the usage of the system, along with firmware version and last
calibration date.
Troubleshooting image quality using the light profiles
A drop in the light profile is often caused by dirt/dust on the glass plate A spike is related to the calibration,
either dirt or dust on the glass plate during the calibration or a dirty calibration sheet.
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A light profile with an about 20 pixel drop can be a contaminated lens in the CIS module.
A light profile with an about 20 pixel drop can be a contaminated lens in the CIS module.
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A completely flat light profile in one color or all colors can either be one specific LED or the entire CIS module
that is faulty.
Adjustment scanner Y-Axis scale
The scanner may produce a vertical distortion in scanned images. It is important in CAD plots to maintain the
aspect ratio of the originals. The purpose of this utility is to correct this vertical distortion. This sections
describes how to calculate and set the Y-Axis adjustment scale.
Use the following procedure to print the Scanner IQ plot.
1. From the Home Screen press the Information icon on the top left corner of the screen. For information
regarding the Touch Control Panel keys.
2. From the product Information Area, press the Main Menu/tool icon on the bottom right corner of the
screen.
3. From the Main Menu, scroll down and select the Image-quality maintenance option.
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4. From the Image-quality maintenance menu, scroll down and select the Scanner IQ plot to print.
5. The next procedure describes how to copy the Scanner IQ plot:
6. From the Home Screen press the Copy icon on the left side of the screen
7. Press Start.
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8. The Control Panel prompts you to feed the original. Load the Scanner IQ plot that you printed previously
in the Scanner input tray. Wait then for the product to scan and print the image.
9. Follow the next steps to calculate the Y-Axis adjustment scale: Measure the total length of the two
vertical rules at both sides of the copied plot (we call it M1 and M2).
NOTE: If M1 is quite different from M2 (more than 1mm or 1/16th inch) then refer to incorrect paper
advance, skew during scanning, or horizontal wrinkles in the Image-quality troubleshooting.
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10. If M1 and M2 are similar (within 1mm or 1/16th inch) then consider M1 = M2 = M and calculate P as: Y-
Axis adjustment scale = -100 × ( M – T ) / T Where T is the total length of the vertical rules (T = 22 inches
or 57 mm). Follow the next steps to set the Y-Axis adjustment scale:
11. In the Service Utilities submenu, scroll to the Adjustment scanner Y-Axis scale and press on this option.
12. Press OK to continue.
13. Press UP and DOWN to pre-set the new value of Y-Axis adjustment scale and press OK.
14. Repeat the process from step 6 onwards until M is equal to T.
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Service Calibrations
The product has several calibration procedures that must be performed under certain conditions.
NOTE: REMEMBER THAT CERTAIN CALIBRATIONS ARE REQUIRED EVEN IF AN ASSEMBLY HAS BEEN
DISASSEMBLED TO GAIN ACCESS TO ANOTHER ASSEMBLY OR COMPONENT.
The following is a list of all internal service calibrations available in the product. For instructions to enter the
service calibrations menu, see Entering the Service Calibrations Menu on page 160.
+ Paper Advance Calibration on page 160
Print
Scan
+ Drop Detector Calibration on page 163
Calibrate drop detector
Reset calibration flag
Line Sensor Calibration on page 164
Stacker overdrive calibration on page 165
NOTE: If all the Calibrations need to be performed (for example, when both the Formatter and the Engine
PCA have been replaced), you must perform them in the above order.
Entering the Service Calibrations Menu
1. From the Home Screen press the Information icon on the top left corner of the screen. For information
regarding the Front Panel keys, see The front panel on page 29.
2. From the product Information Area, press the Main Menu tool icon on the bottom right corner of the
screen.
3. Scroll down to the lowest menu option and press on the Service menu option.
4. Enter the 4-digit 1st level access code “3174” and press OK.
5. Press on the Service calibrations menu option.
6. From the Service calibrations menu you can scroll up and down the available utilities. Press on the
selected menu option.
NOTE: In some cases a quick press of a button may not be recognized by the product. When pressing a
button, be sure to press it firmly.
Paper Advance Calibration
The purpose of this Service Calibration is to calibrate the nominal advance of the paper. This calibration is
necessary to control the exact movement of the paper in order to avoid print quality problems like banding.
If you need to perform a Paper Advance Calibration to solve a print quality problem, it is recommended that
you first try the Paper Advance Calibration from the user's menu, which will calibrate the product to a specific
paper type.
NOTE: You can perform Paper Advance Calibration on a sheet or roll, but the paper type should always be
HP Universal Instant-dry Photo Gloss. You are recommended to order the Paper Advance Calibration Kit (24-
in models: Q6683-60241, 44-in models: Q6687-60093), which contains two sheets of HP Universal Instant-
dry Photo Gloss paper. You can also perform this calibration by using cutsheets created from a roll, with a
minimum width of 23 inches and a minimum width of 18 inches.
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Perform the Service Accuracy Calibration whenever:
●Banding is detected in prints.
Service calibrations also need to be performed after removing or replacing certain product components. If
you have removed or replaced product components, check the user guide to see which tests and calibrations
you need to perform.
The Paper Advance Calibration is split into two parts and should always be done in this order:
1. Print Calibration Pattern - The product first calibrates the Analog Encoder and then prints the Paper
Advance Calibration pattern.
2. Scan Calibration Pattern - The product scans the Paper Advance Calibration pattern in order to calibrate
the nominal advance of the paper.
NOTE: Only scan the Calibration Pattern in the product that was used to actually print it. Using the
Calibration in a different product could cause it to experience paper advance problems. After scanning
the Calibration Pattern, it should be discarded.
Perform the Paper Advance Calibration as follows.
1. Unload paper from the product.
2. In the Service Calibrations submenu, scroll to Paper advance calibration and press OK.
3. In the Paper Advance Calibration submenu, scroll to Print Calibration Pattern and press OK.
4. When the following message appears on the Front Panel, you must select whether you would like to
continue with the calibration by pressing the OK key. Press Cancel to exit the calibration.
5. If paper is detected, the product will prompt you to remove it. If paper is not detected, the calibration
will continue.
6. The product will start to calibrate the Analog Encoder and the following message will be displayed on
the Front Panel.
If the Calibration is not done or if the values are out of the limits, a warning message will appear on the
Front Panel. In this case, try the following:
●Check that the product has the latest firmware version. If not, update the firmware to the latest
version.
●Retry the Paper Advance Calibration.
7. Once the Analog Encoder has been calibrated correctly, the Front Panel prompts you to select the type
of paper you will use. Use the Arrow keys to choose roll or sheet paper. Press the OK key to start
loading the paper.
8. The Front Panel prompts you to load the paper. Make sure you load the paper that corresponds to your
paper type selection.
9. The Front Panel prompts you to select the paper category you will use for the calibration. Scroll to your
paper category and select it to continue the paper load process.
10. The Front Panel prompts you to select the specific type of paper you will use for the calibration. Scroll
through the menu and select your paper type.
11. The Front Panel displays the following screen, press ok.
12. Once the paper is loaded into the product, a message will appear on the Front Panel.
13. Press OK to continue.
ENWW Service Calibrations 161
14. The product advances and reels in about a meter of paper. The Front Panel displays the following
messages:
●Advancing Paper
●Printing Pattern
15. The product will start to print the Paper Advance Calibration Pattern. This could take several minutes
during which a message will be displayed on the Front Panel.
16. When the Calibration Pattern has been printed successfully, the Front Panel reminds you to leave it to
dry for a while.
17. When the Calibration Pattern is dry, the Front Panel will prompt you to continue. Press OK.
18. Return to the Paper Advance Calibration submenu, scroll to Scan Calibration Pattern and press OK
19. When the following message appears on the Front Panel, you must select whether you would like to
continue with the calibration by pressing the OK key. Press Back or Cancel to exit the calibration.
20. A message will appear advising you that you will need to load the Calibration Pattern into the product.
Make sure that you rotate the printed pattern 90° clockwise and reload it printed-side down, so that the
black arrows go into the product first. Press the OK key to continue.
NOTE: Only scan the Calibration Pattern in the product that was used to actually print it. Using the
Calibration in a different product could cause it to experience paper advance problems.
After scanning the Calibration Pattern, it should be discarded. When loading the Calibration Pattern, use
the Cutter blade on the Print Platen to align the edge of the sheet. If you follow this advice, you will
prevent the cutter from cutting a section of the Calibration Pattern, which could cause the Calibration to
FAIL.
21. The Front Panel prompts you to select the paper category you used for the calibration. Select the same
paper that you used to perform the Paper Advance Calibration print. Use the Arrow keys to scroll to
your paper category and press the OK key to continue the paper load process.
22. The Front Panel prompts you to select the specific type of paper you used for the calibration. Use the
Arrow keys to scroll through the menu and the OK key to select your paper type.
23. Load the calibration pattern into the product and the Front Panel displays the normal sheet loading
procedure.
24. When the Calibration Pattern is successfully loaded the Front Panel displays the following screen, press
OK to start the scan.
25. The Front Panel displays the following screen. The product will scan the Calibration Pattern which could
take several minutes. Once the calibration is completed successfully, a message will be displayed on the
Front Panel. Press the OK key to continue.
If the Paper Advance Calibration fails for any reason, a warning message will appear on the Front Panel.
In this case, try the following:
●Check that the Calibration Pattern was not incorrectly cut (trimming the actual pattern) during the
paper load process. If this is the case, perform the Paper Advance Calibration again from step 1.
●Perform a Line Sensor Calibration. See Line Sensor Calibration on page 164.
●Replace the Line Sensor. See the user guide.
●If the problem continues, replace the Media Advance Driver. See the user guide.
162 Chapter 4 Diagnostics, Service Utilities and Calibrations ENWW
Drop Detector Calibration
The purpose of this Service Calibration is to calibrate the Drop Detector (located in the Service Station) in
relation to the Carriage Assembly. There are two menu options to calibrate the Drop Detector:
●Calibrate Drop Detector
●Reset Calibration Flag
Always perform the Reset Calibration Flag calibration BEFORE calibrating the drop detector.
Service calibrations also need to be performed after removing or replacing certain product components. If
you have removed or replaced product components, check the user guide to see which tests and calibrations
you need to perform.
Reset Calibration Flag
Run this option before replacing the drop detector (service station), so that the product will not try to
perform a drop detection until the new drop detector has been calibrated.
1. In the Service Calibrations submenu, select Drop Detector calibration and press OK.
2. In the Drop Detector Calibration menu, scroll to Reset Calibration Flag and press OK.
3. When the following message appears on the Front Panel, you must select whether you would like to
continue with the calibration by pressing the OK key. Press Cancel to exit the calibration.
4. The product resets the calibration flag. Press OK to return to the menu.
5. Shut down the product and replace the drop detector.
6. Start the product and calibrate the drop detector.
Calibrate Drop Detector
1. In the Service Calibrations submenu, scroll to Drop Detector calibration and press OK.
2. In the Drop Detector Calibration submenu, scroll to Calibrate Drop Detector and press OK.
3. A message is displayed on the Front Panel, select the OK button.
4. The product will start to calibrate the Drop Detector, which takes about 30 seconds.
5. Once the Drop Detector has been calibrated, the results will be displayed on the Front Panel. Press OK
to finish the calibration.
The offset is the displacement from the nominal carriage position for doing the drop detection. width
refers to values captured by the drop detector sensor. The offset should be within the valid range, and
the window width should be at least the minimum shown. If the values are correct, press OK to accept
them. If not, the drop detector is not correctly installed, either because the service station has not been
correctly installed in the scan axis or because the drop detector is not correctly installed or not working
properly. Press Cancel to reject the values.
CAUTION: Do not accept these values if they are not within the right range, as the product will not
work properly.
6. Press OK to end the calibration.
ENWW Service Calibrations 163
Line Sensor Calibration
The purpose of this Service Calibration is to calibrate the intensity of the line sensor in the Carriage PCA. An
incorrect calibration can result in edge-detection failures during paper loading and incorrect reading of prints
that are used for alignment or calibration.
Perform the Line Sensor Calibration in the following cases.
●If the edge detect procedure fails during paper loading.
●If the Carriage is disassembled or replaced.
●If the Line Sensor is disassembled or replaced.
●If banding is detected in prints.
●If misalignment between colors is detected.
●If the cutter platen has been disassembled or replaced.
This Service Calibration only performs the Cutter Line Offset Calibration if the line sensor has been calibrated
previously.
Service calibrations also need to be performed after removing or replacing certain product components. If
you have removed or replaced product components, check the Service Calibration Guide to Removal and
Installation to see which tests and calibrations you need to perform.
The full calibration process
1. If possible, load a roll of Glossy or Bond and Coated type (HP Bond, HP Brightwhite, Plain, HP Coated, HP
Heavyweight Coated, HP Superheavyweight Coated or photo matte) with a width of at least 24 inches
into the product before starting the calibration.
2. In the Service Calibrations submenu, scroll to, and select Line Sensor calibration.
3. When a message appears on the Front Panel, press the OK key to continue or the Cancel key to exit the
calibration. If the product detects no paper, see The manual paper loading process on page 165.
4. The Front Panel displays a message while the calibration is in progress.
5. The product calibrates the intensity of the LEDs and displays the results on the Front Panel. Press OK to
continue or press Cancel to exit the calibration.
If the values are not within the range specified, an error appears on the Front Panel. In this case, repeat
the calibration from the beginning. If necessary, replace the Line Sensor.
6. The next step is to calibrate the Line Sensor position. The product prints a line of black dots and then
scans it.
7. Once the Line Sensor position has been calibrated, the results are displayed on the Front Panel. Press
OK to continue or Cancel to exit.
8. If the calibration fails or the values are out of range, try the following solutions:
●Reseat the line sensor.
●Repeat the calibration again from the beginning.
●Replace the Line Sensor.
At this point the calibration finishes and continues with the step 13.
164 Chapter 4 Diagnostics, Service Utilities and Calibrations ENWW
9. The next step in this is the cutter line offset calibration. This calibration moves the media and cuts it.
The Front Panel shows several numbers and a message communicating if the calibration has passed or
failed.
10. The product now tries to align the printheads. When a message appears on the Front Panel, press to
continue or Cancel to exit.
11. If printhead alignment cannot be completed, try the following.
●Enter the Front Panel menu and retry printhead alignment from there. If the alignment completes
successfully, then perform color calibration.
●If the alignment fails again, check the alignment pattern to see whether any of the printheads are
printing incorrectly. If necessary, perform a printhead recovery through the Front Panel and retry
printhead alignment.
12. If the printhead alignment ends successfully, you have completed the full Line Sensor calibration
process.
13. Now the Front Panel shows a summary of the line sensor and cutter line offset calibration results.
The manual paper loading process
1. If the product detects no paper, a message is displayed. If you think you can load paper normally, press
Cancel and resume the full calibration process (see The full calibration process on page 164) Otherwise,
press OK to proceed with manual loading.
NOTE: The manual loading process performs only a partial calibration, after which you should try
again to load roll paper and perform the full calibration.
2. The Front Panel prompts you to load the paper manually.
3. Feed a sheet of paper manually into the product (the product will not try to move it) until it fully covers
the right-hand size of the print platen. It must cover the line sensor so that the product detects it. An A4
or US Letter paper size is sufficient.
4. When you have loaded the paper, press OK. The product starts the calibration process, and displays the
results on the Front Panel if successful. Press OK to continue.
If the calibration fails, start again from the beginning. If necessary, try replacing the Line Sensor.
5. The Front Panel asks you to unload the paper. It then reminds you to reload roll paper in the normal way
and perform the full Line Sensor calibration (see The full calibration process on page 164).
Stacker overdrive calibration
The purpose of this Service Calibration is to calibrate the stacker overdrive friction against the printer.
It has to be done when:
●Reinstalling or replacing the complete stacker.
●When replacing the stacker overdrive motor with transmission part.
Follow these steps:
1. Prior to calibration, remove all the prints in the stacker and any paper loaded in the printer.
ENWW Service Calibrations 165
2. To select this calibration, go to 'stacker overdrive calibration':
3. After selecting it, press OK to start calibration.
4. The screen will show 'calibrating status' during some minutes while the stacker overdrive is moving at
different speeds.
5. At the end of the process, the result of the calibration is shown.
166 Chapter 4 Diagnostics, Service Utilities and Calibrations ENWW
6. Press OK to finish the calibration.
ENWW Service Calibrations 167
5 Parts and diagrams
●Introduction
●Printer support
●Center and Roll covers
●Rear covers
●Cover Front Panel Side
●Cover SVS Side
●Center Assemblies
●Front Panel Side Assemblies
●SVS Side Assemblies
●Scan Axis Assemblies
●Paper Path Assemblies (Front)
●Paper Path Assemblies (Center)
●Stacker Parts (Rear)
●Stacker Parts (Front)
●Carriage Assembly
●Electrical Parts
●Miscellaneous Parts
●CIS Unit Construction
●Scanner Control Unit
Introduction
The list of parts in this chapter include the notation CSR for parts that can be replaced by the customer. All
other parts must be replaced by an engineer. See Customer Self Repair parts on page 196.
For information on the preventive maintenance kits, see Preventive Maintenance Kits on page 352.
Unless otherwise indicated, service parts are compatible with all SKUs. Any limitations are indicated in the
tables below:
2 Roll (T1500):
168 Chapter 5 Parts and diagrams ENWW
Part number Description
1 CR357-67002 Full Bleed
2 CR357-67034 Bottom Rewinder Support Assy
3 CR357-67035 Bottom Tip Support
4 CR357-67036 Bottom Roll Cover Assy
5 CR357-67039 Top Roll Cover Assy
6 CR357-67053 2R Cables Kit
7 CR357-67054 Center Cover Assy
8 CR357-67030 Mercury Cleanout Assy
1 Roll (T920):
Part number Description
1 CR355-67001 Top Roll Cover 1R Assy
2 CR355-67002 1R Cables Kit
3 CR355-67004 Cover Arch FP side
4 CR355-67005 Cover Arch SVS side
ENWW Introduction 169
Printer support
Part number Description
1 CR357-67064 Leg FP Side Assy W/ Cover
2 CR357-67066 Basket Assy
3 CR357-67065 Leg SVS side Assy W/ C
170 Chapter 5 Parts and diagrams ENWW
Center and Roll covers
Part number Description
1 CR357-67036 Bottom Roll Cover Assy
2 CR355-67001 Top Roll Cover 1R Assy
3 CR357-67039 Top Roll Cover Assy
4 CR357-67054 Center Cover Assy
5 CR357-67067 ARS Arm Assy
ENWW Center and Roll covers 171
Rear covers
Part number Description
1 CR357-67061 Cover Fixed Tray SVS side
2 CR357-67063 Cover Sidewall SVS side
3 CR357-67055 Rear Cover
4 CR357-67014 Output Platen
5 CR357-67062 Cover Sidewall FP side
6 CR357-67060 Cover Fixed Tray FP side
172 Chapter 5 Parts and diagrams ENWW
Cover Front Panel Side
Part number Description
1 CR357-67058 Ink Door FP side
2 CR357-67059 Cover Main FP side
ENWW Cover Front Panel Side 173
Cover SVS Side
Part number Description
1 CR357-67057 Ink Door SVS side
2 CR357-67056 Cover Main SVS side
174 Chapter 5 Parts and diagrams ENWW
Center Assemblies
Part number Description
1 CR357-67038 Top Tip Support Assy
2 CR357-67035 Bottom Tip Support
3 CR357-67034 Bottom Rewinder Support
4 CR357-67037 Top Rewinder Support A
5 CR355-67005 Cover Arch SVS side (1 roll)
6 CR355-67004 Cover Arch FP side (1 roll)
ENWW Center Assemblies 175
Front Panel Side Assemblies
Part number Description
1 CR357-67010 Starwheel Motor
2 CR357-67009 Motor Media Advance Transmission with Encoder
3 CR357-67028 ISS FP side
4 CR357-67052 Front Panel Assy
176 Chapter 5 Parts and diagrams ENWW
SVS Side Assemblies
Part number Description
1 CR357-67003 PRS Actuator
2 CR357-67024 Primer Assy
3 CR357-67029 ISS SVS side
4 CR357-67025 SVS W/ DD
5 CR357-67026 Drop Detector
6 CR357-67008 Microswitch
7 CR357-67005 Auto Pinch Lifter Assy
8 Q6675-60043 Rail Oiler
ENWW SVS Side Assemblies 177
Scan Axis Assemblies
Part number Description
1 CR357-67027 Ink Tubes and Trailing Cable
2 CR357-67021 Belt with Tensioner
3 CR357-67022 Encoder Strip
4 CR357-67023 Scan Axis Motor
178 Chapter 5 Parts and diagrams ENWW
Paper Path Assemblies (Front)
Part number Description
1 CR357-67033 Vertical Media Guide A
2 CR357-67032 Converger Assy
3 CR357-67040 Spindle 36 Assy
4 CR357-67030 Cleanout Assy
5 CR357-67031 Media Sensor
6 CR357-67004 Pinch Wheel Assy
7 CH538-67074 Center support Assy
8 CR357-67030 Cleanout Assy 1 Roll
ENWW Paper Path Assemblies (Front) 179
Paper Path Assemblies (Center)
Part number Description
1 CR357-67015 Module Motor Valves
2 CR357-67013 Cutter Platen
3 CR357-67006 Opto sensor
4 CR357-67016 2nd Starwheel Rail
5 CR357-67011 Overdrive
6 CR354-67004 36 Sheet Metal Starwheel
7 CR357-67012 Starwheel Support
8 CR357-67002 Full Bleed
180 Chapter 5 Parts and diagrams ENWW
Stacker Parts (Rear)
Part number Description
1 CR354-67003 36 Stacker
2 CR357-67043 Stacker OVD Transmission W/ Motor
3 CR357-67008 Microswitch
4 CR357-67045 REDI Sensor
5 CR357-67015 Motor
ENWW Stacker Parts (Rear) 181
Stacker Parts (Front)
Part number Description
1 CR357-67082 Stacker Arms
2 CR357-67078 Stack Pad
3 CR357-67074 Stacker Pinches
4 CR357-67006 Opto sensor
5 CR357-67041 Stacker Hand Off
182 Chapter 5 Parts and diagrams ENWW
Carriage Assembly
Part number Description
1 CR357-67070 Carriage Latch
2 CR357-67018 Carriage W/O PCA / Line Sensor
3 CR357-67068 Bump Cutter Actuator
4 CR357-67007 Cutter X
5 CR357-67020 Line Sensor W/ Cable
6 CR357-67081 Carriage PCA w/ Line Sensor Cable
ENWW Carriage Assembly 183
Electrical Parts
Part number Description
1 CR357-67050 Jester plus Riser
2 CR357-67051 Formatter Power W/ Riser
3 CR357-67049 Engine PCA
4 CR357-67048 E-Box Fan
5 CR357-67047 HDD W/ FW
6 CR357-67046 PSU
184 Chapter 5 Parts and diagrams ENWW
Miscellaneous Parts
Part number Description
CR354-67005 Support Label T920 Nameplate
CR355-67006 Support Label T920PS Nameplate
CR355-67007 Support LBL US Gov T920PS Nameplate
CR356-67001 Support Label T1500 Nameplate
CR357-67076 Support Label T1500PS Nameplate
CR357-67077 Support LBL US Gov T1500PS Nameplate
CQ533-60001 Europe Power Cord KIT
CQ533-60002 America Power Cord KIT
CQ533-60003 Asia Power Cord KIT
CR357-67053 Product Cables
CR357-67072 PM Kit-1
CR357-67073 PM Kit-2
CR357-67075 Serial Label
CR357-67079 Paper Advance Calibration
CR355-67002 1R Cables Kit
ENWW Miscellaneous Parts 185
CIS Unit Construction
WARNING! The CIS unit is factory mounted and must not be Disassembled further than replacing the
scanner control unit, paper/lid sensors, glass plate and USB cable. Ignoring this warning may cause failures
that can not be corrected in the field.
186 Chapter 5 Parts and diagrams ENWW
Scanner Control Unit
ENWW Scanner Control Unit 187
Service Parts
Part number Description
1-01 CR359-67023 Scanner Controller Unit
2-01 CR359-67024 CIS Module
N/A CR359-67015 FFC Cable Set-Scanner
2-03 CR359-67018 Paper/Lid Sensor (1 pcs.)
3-03 CR359-67016 Stepper Motor Assembly (including taco sensor)
N/A CR359-67021 & 67022 Scanner USB & Power/Reset/Awake Cable
3-01 CR359-67019 Damper Assembly for CIS Bridge
2-04 CR359-67017 Pressure Rollers (X pcs.)
3-02 CR359-67012 Latch CIS
188 Chapter 5 Parts and diagrams ENWW
Part number Description
N/A —RHS Cover
N/A —LHS Cover
CSR Parts
Part number Description
2-02 CR359-67014 CIS Tiles Kit
2-05 CR359-67020 Glass Plate Assembly
N/A CN727-69006 Calibration Sheet
ENWW Scanner Control Unit 189
Parts list; all models
Parts in alphabetical order Parts in removal order
Arch sidewall cover (front panel side) on page 212 Main cover (front panel side) on page 200
Arch sidewall cover (service station side) on page 213 Main cover (service station side) on page 202
Auto Pinch Lifter on page 278 Center cover on page 204
Belt on page 241 Converger Assembly on page 206
Bottom Rewinder Support on page 267 Cleanout on page 207
Bottom Tip Support on page 272 Output platen on page 209
Bump Cutter Actuator on page 324 Fixed tray cover (Front Panel side) on page 210
Carriage on page 232 Fixed tray cover (service station side) on page 211
Carriage PCA on page 236 Arch sidewall cover (front panel side) on page 212
Center cover on page 204 Arch sidewall cover (service station side) on page 213
Center Support on page 276 Rear cover on page 214
Cleanout on page 207 Window Sensor on page 215
Converger Assembly on page 206 Open the E-Box on page 217
Cutter Platten on page 304 E-Box fan on page 220
Drop Detector on page 247 Jester PCA on page 222
E-Box fan on page 220 Power supply unit on page 223
Engine PCA on page 226 Hard disk drive on page 225
Fixed tray cover (Front Panel side) on page 210 Engine PCA on page 226
Fixed tray cover (service station side) on page 211 Formatter PCA on page 227
Formatter PCA on page 227 Front panel on page 229
Front panel on page 229 Carriage on page 232
Full Bleed on page 277 Line Sensor on page 235
Hard disk drive on page 225 Carriage PCA on page 236
How to manually move Stacker Ramps on page 327 Rail Oiler Kit on page 238
How to manually move Valves on page 326 PRS Actuator on page 239
How to release Service Station Caps on page 325 Belt on page 241
Ink Tubes and Trailing Cable on page 262 Encoder Strip on page 242
ISS (Ink Supply Statino) Front Panel Side on page 255 Scan Axis Motor on page 244
ISS SVS Side on page 258 Drop Detector on page 247
Jester PCA on page 222 Service Station with Drop Detector on page 248
Line Sensor on page 235 Primer Assembly on page 252
Encoder Strip on page 242 ISS (Ink Supply Statino) Front Panel Side on page 255
Main cover (front panel side) on page 200 ISS SVS Side on page 258
Main cover (service station side) on page 202 Ink Tubes and Trailing Cable on page 262
Media Sensor on page 265 Media Sensor on page 265
Motor Media Advance Transmission with Encoder on page 285 Bottom Rewinder Support on page 267
ENWW Parts list; all models 191
Parts in alphabetical order Parts in removal order
Open the E-Box on page 217 Top Rewinder Support on page 269
OPTO Sensor on page 315 Tip Top Support on page 271
OVD Transmission with Motor on page 318 Bottom Tip Support on page 272
Output platen on page 209 Vertical Media Guide on page 274
Overdrive on page 302 Center Support on page 276
Pinch Wheel Assembly on page 283 Full Bleed on page 277
Power supply unit on page 223 Auto Pinch Lifter on page 278
Primer Assembly on page 252 Pinch Wheel Assembly on page 283
PRS Actuator on page 239 Motor Media Advance Transmission with Encoder on page 285
Rail Oiler Kit on page 238 Starwheel Motor on page 293
Ramps Motor on page 320 Starwheel Support on page 298
Rear cover on page 214 Second Starwheel Rail on page 300
REDI sensor on page 317 Overdrive on page 302
Scan Axis Motor on page 244 Cutter Platten on page 304
Second Starwheel Rail on page 300 Sensor Valves on page 306
Sensor Valves on page 306 Valves Motor on page 309
Service Station with Drop Detector on page 248 Stacker on page 310
Stacker on page 310 Stacker Pinches on page 312
Stacker Arm Sensor on page 322 Stacker Hand Off on page 313
Stacker Hand Off on page 313 OPTO Sensor on page 315
Stacker Pinches on page 312 REDI sensor on page 317
Starwheel Motor on page 293 OVD Transmission with Motor on page 318
Starwheel Support on page 298 Ramps Motor on page 320
Tip Top Support on page 271 Stacker Arm Sensor on page 322
Top Rewinder Support on page 269 Bump Cutter Actuator on page 324
Valves Motor on page 309 How to release Service Station Caps on page 325
Vertical Media Guide on page 274 How to manually move Valves on page 326
Window Sensor on page 215 How to manually move Stacker Ramps on page 327
192 Chapter 6 Removal and installation ENWW
Parts list; HP Designjet T2500 eMultifunction Series only
NOTE: Before replacing any electrical parts such as the Scanner Control Unit, or Cameras, try calibrating the
scanner in order to get the scanner to recreate the content of the parameter block. This will solve the
problem in most cases.
Parts in alphabetical order Parts in removal order
CIS Bridge Damper on page 341 Scanner Controller Unit (SUP) on page 328
CIS FFC Cables on page 331 CIS Tiles on page 329
CIS Glass on page 332 CIS Modules on page 330
CIS Modules on page 330 CIS FFC Cables on page 331
CIS Scanner Latch on page 343 CIS Glass on page 332
CIS Tiles on page 329 Stepper Motor Assembly (taco sensor, and belt) on page 333
Paper and Lid Sensors on page 336 Stepper Motor Assembly (cable) on page 335
Paper and Lid Sensor Cable on page 338 Paper and Lid Sensors on page 336
Pressure Rollers on page 344 Paper and Lid Sensor Cable on page 338
Scanner Controller Unit (SUP) on page 328 USB & Awake / Power Cable on page 339
Stepper Motor Assembly (cable) on page 335 CIS Bridge Damper on page 341
Stepper Motor Assembly (taco sensor, and belt) on page 333 CIS Scanner Latch on page 343
USB & Awake / Power Cable on page 339 Pressure Rollers on page 344
ENWW Parts list; HP Designjet T2500 eMultifunction Series only 193
Introduction
This chapter is a step-by-step guide to removal and installation of the key components of the product. It may
be useful to check off the steps as they are performed. Use the illustrations for each procedure to identify the
parts referred to in the text.
Some of the procedures have a video available which can be downloaded. When a video is available the
following graphic is shown:
Click on the graphic to download the video. These videos and others, are also available from the Service
Media Library.
●Employees and contingent workers: http://thesml.hp.com
●HP Channel partners, external call centers (requires registration): http://h20181.www2.hp.com/plm
●HP Customers: http://www.hp.com/go/sml
NOTE: Before using this chapter to remove and install a new component, always make sure that you have
performed the relevant service test. If the test passes you will not need to replace the component.
Safety Precautions
Review the instructions identified by WARNING and CAUTION symbols before servicing the product. Follow
these warnings and cautions for protection and to avoid damaging the product.
NOTE: Serious shock hazard leading to death or injury may result if you do not take the following
precautions:
●Ensure that the AC power outlet (mains) has a protective earth (ground) terminal.
●Switch the product off, and disconnect it from the power source prior to performing any maintenance.
●Prevent water or other liquids from running onto electrical components or circuits, or through openings
in the module.
Electrostatic Discharge (ESD) Precautions
To prevent damage to the product's circuits from high-voltage electrostatic discharge (ESD):
1. Do not wear clothing that is subject to static build-up.
2. Do not handle integrated circuits (ICs) in carpeted areas.
3. Do not remove an IC or a printed circuit assembly (PCA) from its conductive foam pad or conductive
packaging until you are ready to install it.
4. Ground (earth) your body while disassembling and working on the product. 202 Chapter 6 Removal and
Installation ENWW.
5. After removing a cover from the product, attach an earthing (ground) lead between the PCA common
and earth ground. Touch all tools to earth ground to remove static charges before using them on the
product.
6. After removing any PCA from the product, place it on a conductive foam pad or into its conductive
packaging to prevent ESD damage to any ICs on the PCA.
Required Tools
194 Chapter 6 Removal and installation ENWW
All the special tools and equipment required to disassemble, service and repair the product are provided in
the Toolkit. Some tools can be ordered separately from the toolkit.
The Toolkit contains the following tools:
Description/Comments HP Part Number
Alcohol Q6675-60091
Allen Key #2 Q6675-60041
Cleaning Cloth 9300-2531
Lubricant Oil Q6675-60090
Oil Dispenser Q6675-60062
Spring Insertion Tool Q5669-20594
Protective Plastic Gloves Q6675-60035
Screwdriver 8710-2456
Tweezers Q6675-60037 Q6675-60037
T Series Cleaning Assembly C6071-60218
You will also need the following standard hand tools:
Description/Comments Size
Long Torx Screwdriver 1/4 inch drive
Torx Bit (75 mm) 8/9/10 straight, 15/20 straight and angled
Philips Screwdriver PH1
Pliers N/A
Snips N/A
Flat-bladed Screwdriver N/A
Pipe Spanner 5.5 mm
Wrench 7.0 mm
ENWW Introduction 195
Customer Self Repair parts
Some product parts are designated Customer Self Repair (CSR) parts, which means that a faulty part can be
replaced by the customer. Non-CSR parts need to be replaced by an engineer.
The CSR parts are listed below:
Part number Description Flier
CR354-67004 Starwheel Yes
CR357-67007 Cutter Yes
CR354-67002 Stacker Arm Yes
CR357-67057 Ink cover, service-station side Yes
CR357-67058 Ink cover, front-panel side Yes
CR357-67064 Leg, front-panel side Yes
CR357-67065 Leg, service-station side Yes
CR357-67036 Bottom roll cover Yes
CR355-67001 /
CR357-67039
Top roll cover Yes
CR357-67070 Carriage latch Yes
CR357-67066 Basket Yes
CR357-67067 Pinch arm top roll Yes
For further information
●CSR Corporate Standards: http://standards.corp.hp.com/smc/hpstd/AHP0001501.htm
●CSR Web site: http://www.hp.com/go/csrparts/
●CSR Parts Availability (EasiTool):
●HP Parts Page: http://partpage.corp.hp.com/default.asp
196 Chapter 6 Removal and installation ENWW
Service Calibration Guide to Removal and Installation
Using the Service Calibration Guide
When you remove most product components, you will need to perform a particular set of Service Calibrations
and Diagnostic tests to ensure proper product performance.
The Service Calibration Table explains which service calibrations and diagnostic tests need to be performed
whenever you remove and install particular product components.
The calibrations and tests must be performed in the order in which they are listed.
NOTE: Even if you do not replace the removed component with a new component, you still need to perform
the calibrations indicated in the table.
Diagnostics and Calibration Table
Component Diagnostic Tests Calibrations Service Utilities
Auto Pinch
Lifter
Pinches lifter ——
Belt Scan Axis / Scan Axis —After replacement, reset "scan axis
belt"usage counters
Bump Cutter
Actuator
Scan Axis / Cutter. ——
Carriage
Assembly
Carriage Assembly, Scan Axis /Scan
Axis, Scan Axis / Cutter
Line Sensor Calibration After replacement, reset "carriage"
usage counters
Carriage PCA Carriage Assembly Line Sensor Calibration —
Center support Paper Drive Paper Advance Calibration —
Cutter Scan Axis / Cutter ——
Cutter platen -
Output Valves
Output Valve, Scan Axis / Cutter Output Valve Calibration, Line
Sensor Calibration
—
Drop Detector —Before replacement, run Drop
Detector Calibration / Reset
Calibration Flag. After replacement,
run Drop Detector Calibration /
Calibrate Drop Detector
After replacement, reset "drop
detector working time" usage
counters
Encoder Strip Scan Axis / Scan Axis ——
Formatter PCA,
Hard Disk Drive,
Engine PCA,
Jester PCA,
Front Panel,
Power Supply
Unit, PSU Fan
Electronics Module ——
Full Bleed
Foams
——After replacement, reset "full bleed
foams" usage counters
Ink Supply
Station Front
Panel Side
Ink Delivery System ——
Ink Supply
Station SVS side
Ink Delivery System ——
Ink Tubes and
Trailing Cable
Scan Axis / Scan Axis, Ink Delivery
System
—After replacement, reset "tubes and
trailing cable" usage counters
Line Sensor Carriage Assembly Line Sensor Calibration —
ENWW Service Calibration Guide to Removal and Installation 197
Component Diagnostic Tests Calibrations Service Utilities
Motor Media
Advance
Transmission
with Encoder
Paper Drive Paper Advance Calibration —
Overdrive Paper Drive ——
Pinch Rollers Paper Drive ——
Preventative
Maintenance #1
Carriage Assembly, Scan Axis / Scan
Axis, Scan Axis / Cutter
Line Sensor Calibration After replacement, reset "Life
PMK1" counters
Preventative
Maintenance #2
Service Station, Carriage Assembly Before replacement, run Drop
Detector Calibration / Reset
Calibration Flag. After replacement,
run Drop Detector Calibration /
Calibrate Drop Detector. Line Sensor
Calibration
After replacement, reset "Life
PMK2" counters
Primers Service Station / Primer motor ——
PRS Actuator Scan Axis / PRS ——
Rail Oiler Scan Axis / Scan Axis ——
Scan Axis motor Scan Axis / Scan Axis —After replacement, reset "scan
motor" usage counters
Stacker (w/o
Arms assy)
Stacker Overdrive, Stacker Ramps Stacker Overdrive Calibration,
Output Valve Calibration
—
Stacker Arm
sensor
(microswitch)
Sensors ——
Stacker
capacity sensor
(opto)
Stacker capacity sensor ——
Stacker jam
sensor (opto)
Stacker jam sensor ——
Stacker OVD
Transmission
W/ Motor
Stacker Overdrive Stacker Overdrive Calibration —
Stacker Ramps
Motor
Stacker Ramps ——
Stacker REDI
Sensor
Stacker Empty Sensor ——
Stacker Valves
motor
Output Valve Output Valve Calibration, Line
Sensor Calibration
—
Stacker Valves
sensor
Output Valve Output Valve Calibration, Line
Sensor Calibration
—
Starwheel lifter
mech
Scan Axis / Starwheel Lifter –—
Starwheel
supports
Scan Axis / Starwheel Lifter ——
SVS W/ Drop
Detector
Service Station Before replacement, run Drop
Detector Calibration / Reset
Calibration Flag. After replacement,
run Drop Detector Calibration /
Calibrate Drop Detector
After replacement, reset ""SVS""
usage counters. After replacement,
reset ""drop detector working time""
usage counters
198 Chapter 6 Removal and installation ENWW
Component Diagnostic Tests Calibrations Service Utilities
Top or Bottom
Rewinder
Rewinder ——
Upper or Lower
Roll Cover
Sensor
(microswitch)
Sensors ——
Window
Position Sensor
(microswitch)
Sensors ——
ENWW Service Calibration Guide to Removal and Installation 199
Main cover (front panel side)
Removal
1. Remove 2 T-15 screws.
2. Remove 2 T-15 screws.
3. Open the ink cartridge cover.
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4. Remove the ink cartridges.
5. Remove 2 T-15 screws.
6. Remove the cover.
ENWW Main cover (front panel side) 201
Main cover (service station side)
Removal
1. Remove 2 T-15 screws.
2. Remove 2 T-15 screws.
3. Open the ink cartridge cover.
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4. Remove the ink cartridges.
5. Remove 2 T-15 screws.
6. Remove the cover.
ENWW Main cover (service station side) 203
5. Remove the 7 T-15 screws.
6. Lift up the center cover, and remove It from the printer.
ENWW Center cover 205
Converger Assembly
Removal
1. Remove the top spindle and close the top cover.
2. Open the bottom roll cover.
3. Remove the T-15 screw.
4. Remove the converger.
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6. Remove the cleanout.
Installation
▲Insert at an angle, and when in, rotate upwards.
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Fixed tray cover (Front Panel side)
Removal
1. Remove 3 cosmetic T-15 screws.
2. Remove the fixed tray cover from the front panel side.
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Fixed tray cover (service station side)
Removal
1. Remove 3 cosmetic T-15 screws.
2. Remove the fixed tray cover from the service station side.
ENWW Fixed tray cover (service station side) 211
Arch sidewall cover (front panel side)
Removal
1. Remove the T-15 screw.
2. Remove the arch sidewall cover from the front panel side.
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Arch sidewall cover (service station side)
Removal
1. Remove the T-15 screw.
2. Remove the arch sidewall cover from the service station side.
ENWW Arch sidewall cover (service station side) 213
Rear cover
Removal
1. Remove 4 T-15 screws.
2. Remove the rear cover.
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Window Sensor
Removal
1. Open the window.
2. Remove the T-8 screw.
ENWW Window Sensor 215
3. Unroute and disconnect the cable.
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Open the E-Box
Removal
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
2. Remove the output platen and Rear Cover. See Output platen on page 209 and Rear cover on page 214.
3. Remove two T-20 screws.
4. Remove the front panel cable and the T-10 screw.
ENWW Open the E-Box 217
5. Move forwards 15 cm and then disconnect the cables.
6. Remove the E-Box from the printer.
7. Remove six T-8 screws.
8. Remove four T-8 screws.
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9. Remove two T-8 screws.
10. Slide out the E-Box cover.
ENWW Open the E-Box 219
5. Disconnect the cables.
6. Remove the E-Box fans.
ENWW E-Box fan 221
Jester PCA
Removal
1. Open the E-Box. See Open the E-Box on page 217.
2. Remove four screws.
3. Disconnect the cable and remove the T-8 screw.
4. Remove the Jester PCA.
NOTE: When replacing the Jester PCA, also replace the small inter-connector provided with the kit.
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5. Remove grounding cable T-25 screw.
6. Remove the power supply unit.
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Hard disk drive
Removal
NOTE: If you try to insert a previously used hard disk drive, the product displays a System Error, and will
not start successfully.
1. Open the E-Box. See Open the E-Box on page 217.
2. Remove 4 PH1 screws.
3. Disconnect the cable.
4. Remove the hard disk drive.
NOTE: Remember that after installing a new Hard Disk Drive all previous custom paper presets and printer
applications may need to be reinstalled.
ENWW Hard disk drive 225
Formatter PCA
Removal
1. Use the power switch at the rear to turn off the printer, then disconnect the power cord.
2. Remove the engine PCA. See Engine PCA on page 226.
WARNING! If the engine PCA is not removed before the formatter, the bridge connections may be
damaged.
3. Remove the Jester and Riser PCAs. See Jester PCA on page 222.
4. Disconnect the cables and remove the clamp.
ENWW Formatter PCA 227
5. Remove three T-8 screws and the L-shaped metal sheet.
6. Remove seven T-8 screws.
7. Remove the formatter PCA.
NOTE: For RevB SKU, remember to replace the formatter together with the Hard Disk Drive.
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Front panel
Removal
1. Remove the main cover on the front panel side. See Main cover (front panel side) on page 200.
2. Remove the output platen. See Output platen on page 209.
3. Remove the rear cover. See Rear cover on page 214.
4. Remove the T-20 screw from the clamp.
5. Disconnect and unclip the front panel cable.
ENWW Front panel 229
6. Remove the screw, pull the cable through the hole, and unclip it.
7. Remove the front panel screw.
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8. Open the top roll cover.
9. Remove the hidden screw.
10. Remove the front panel.
ENWW Front panel 231
Carriage
Removal
1. Remove the top cover and Window.
2. Remove the SVS main cover. See Main cover (service station side) on page 202.
3. Remove the Front Panel main cover. See Main cover (front panel side) on page 200.
4. Loosen the T-20 screw belt tensioner.
5. Remove the starwheel lifter cover and actuator.
6. Remove the encoder strip. See Encoder Strip on page 242.
7. Remove 2 T-20 screws from the front panel wire rester.
8. Remove the Scan Axis Motor. See Scan Axis Motor on page 244.
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9. Remove 5 T-20 screws and the Front Panel bracket.
10. Remove the tube guide.
11. Remove 5 screws and the printheads.
WARNING! When unplugging the trailing cable, be careful not to damage the corners of the cable end.
ENWW Carriage 233
12. Remove the carriage.
To install de carriage, put the tubes into position first.
NOTE: When installing the crane, check that the needles support is properly attached with the levers
on the sides. The levers help to move the needles down inside the printhead when the carriage latch is
closed.
NOTE: After installing the carriage, when closing the latch, make sure the carriage is placed in the
printhead replacement position so the carriage doesn't interfere with the rear guide.
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Line Sensor
Removal
1. Open the window.
2. Move the carriage to create a good position for manipulating the carriage.
3. Remove the carriage PCA. See Carriage PCA on page 236.
4. Remove the screw and the Line Sensor.
NOTE: After installing the carriage, when closing the latch, make sure the carriage is placed in the
printhead replacement position so the carriage doesn't interfere with the rear guide.
ENWW Line Sensor 235
Carriage PCA
Removal
1. Open the window and initiate printhead replacement in order to move the carriage to the middle of the
printer.
2. Remove the T-10 screw and disconnect the Line Sensor cable.
3. Unclip the mylar, and disconnect trailing cable.
WARNING! When unplugging the trailing cable, be careful not to damage the corners of the cable end.
236 Chapter 6 Removal and installation ENWW
4. Remove the 2 T10 screws.
5. Remove the carriage PCA.
NOTE: After installing the carriage, when closing the latch, make sure the carriage is placed in the
printhead replacement position so the carriage doesn't interfere with the rear guide.
ENWW Carriage PCA 237
3. Remove the 2 T-20 screws, and the PRS actuator.
240 Chapter 6 Removal and installation ENWW
Encoder Strip
Removal
1. Remove the SVS main cover. See Main cover (service station side) on page 202.
2. Remove the Front Panel main cover. See Main cover (front panel side) on page 200.
3. Remove the T-10 screw.
4. Press the bracket to release the encoder strip tension.
5. Remove the 5.5 mm nut.
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6. Remove the Encoder Strip.
Installation
1. Position the encoder strip.
2. Press the spring to allow the encoder to fit into the nut.
3. Tighten the nut manually.
NOTE: Do not tighten with a tool, the force would be too much and the encoder could slide down.
4. Tighten the T10 screw while hand holding the encoder to prevent it from sliding.
NOTE: Run feed and cut.
ENWW Encoder Strip 243
5. Disconnect the cable.
6. Remove the 2 screws in order to remove the piece.
NOTE: Hold the Scan Axis Motor in place when removing the screws.
7. Remove the screw in order to remove the metallic piece.
ENWW Scan Axis Motor 245
8. Remove the Scan Axis Motor.
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3. Disconnect and unroute the cables.
4. Remove the grounding screw.
ENWW Service Station with Drop Detector 249
5. Remove the 2 allen screws from the Slider Rod.
TIP: Cover the service station with a A4/E size sheet of paper to prevent it from getting dirty and to
protect against screws falling into the ink container.
6. Remove the 2 T-15 screws and the left bracket.
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7. Remove the Service Station.
ENWW Service Station with Drop Detector 251
3. Remove the T-20 screw, the T-10 screw, the tubes, and the plastic pieces.
NOTE: On the first primer tubes holder make sure the holes are aligned with the holes of the carriage.
4. Remove a T-20 screw from each primer.
ENWW Primer Assembly 253
5. Remove the primer.
NOTE: The primer service kit includes the valves, the plastic, and the tubes.
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4. Remove the bracket and side plate.
5. Remove 2 screws and the side plate.
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6. Remove the fluid inter-connector.
7. Remove 3 T-10 screws.
8. Remove the ISS Front Panel Side.
ENWW ISS (Ink Supply Statino) Front Panel Side 257
3. Remove 3 T-10 screws.
4. Remove the bracket and side plate.
ENWW ISS SVS Side 259
5. Remove 2 screws and the side plate.
6. Remove the fluid inter-connector.
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7. Remove 3 T-10 screws.
8. Remove the ISS SVS side.
ENWW ISS SVS Side 261
Ink Tubes and Trailing Cable
Removal
1. Remove the Front Panel main cover. See Main cover (front panel side) on page 200.
2. Remove the SVS main cover. See Main cover (service station side) on page 202.
3. Remove the center cover. See Center cover on page 204.
4. Remove the stacker. See Stacker on page 310.
5. Remove the rear beam.
6. Remove the ISSWALL (removing 2 T-10 screws).
7. Remove the service station. See Service Station with Drop Detector on page 248.
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12. Unroute the trailing cable.
13. Unroute the end tubes.
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4. Remove the media sensor.
266 Chapter 6 Removal and installation ENWW
Bottom Rewinder Support
Removal
1. Remove the SVS side main cover. See Main cover (service station side) on page 202.
2. Remove the bottom roll cover. See Customer Self Repair Flyers on page 353.
3. Remove the converger. See Converger Assembly on page 206.
4. Disconnect, and unroute the cables.
5. Remove 3 T-15 screws and the rewinder.
ENWW Bottom Rewinder Support 267
6. Remove the bottom rewinder support.
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Top Rewinder Support
Removal
1. Remove the SVS side main cover. See Main cover (service station side) on page 202.
2. Remove the top roll cover. See Customer Self Repair Flyers on page 353.
3. Remove the converger. See Converger Assembly on page 206.
4. Disconnect, and unroute the cable.
5. Remove 3 T-15 screws and the rewinder.
ENWW Top Rewinder Support 269
6. Remove the top rewinder support.
270 Chapter 6 Removal and installation ENWW
Tip Top Support
Removal
1. Remove the top roll cover. See Customer Self Repair Flyers on page 353.
2. Remove the converger. See Converger Assembly on page 206.
3. Remove the front panel side cover. See Main cover (front panel side) on page 200.
4. Disconnect, and unroute the cable.
5. Remove 3 T-15 screws.
6. Remove the tip top support.
ENWW Tip Top Support 271
Bottom Tip Support
Removal
1. Remove the top roll cover. See Customer Self Repair Flyers on page 353.
2. Remove the front panel side cover. See Main cover (front panel side) on page 200.
3. Remove the converger. See Converger Assembly on page 206.
4. Disconnect, and unroute the cable.
5. Remove 3 T-15 screws.
272 Chapter 6 Removal and installation ENWW
6. Remove the bottom tip support.
ENWW Bottom Tip Support 273
5. Remove the vertical media guide.
ENWW Vertical Media Guide 275
Full Bleed
Removal
1. Open the window.
2. Remove the full bleed foams.
ENWW Full Bleed 277
4. Release the Encoder Strip.
5. Remove 2 screws, and remove the primer tubes.
NOTE: On the first primer tubes holder make sure the holes are aligned with the holes of the carriage.
ENWW Auto Pinch Lifter 279
6. Remove 7 screws (1 is the tensioner).
7. Remove the bracket.
8. Disconnect the cable.
280 Chapter 6 Removal and installation ENWW
9. Remove 4 screws.
10. Slide out the auto pinch lifter, and disconnect the sensor.
ENWW Auto Pinch Lifter 281
11. Rotate, unlock, and remove the auto pinch lifter.
NOTE: The cam does not need to be removed.
Installation
▲Slide into place and follow the removal procedure in reverse.
282 Chapter 6 Removal and installation ENWW
5. Remove the spring using the tool.
6. Remove 2 T-10 screws.
7. Remove the pinch wheel.
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3. Remove the 2 T-7 screws, and then the encoder PCA.
4. Disconnect the cable.
286 Chapter 6 Removal and installation ENWW
5. Remove the 2 screws and remove the connectors.
6. Disconnect the cable, and remove the 3 screws.
ENWW Motor Media Advance Transmission with Encoder 287
7. Remove the paper axis motor.
NOTE: Never install a used Encoder PCA. This can cause serious problems, and may make the product
unusable.
WARNING! Be careful not to damage the Encoder PCA.
Installation with encoder sensor adjustment
Use the following procedure to install and adjust a new Media Advance Drive. This is the normal procedure
that should be followed in most cases. You will need Media Advance Drive Adjustment Tool from the Tool Kit.
1. Carefully position the Media Advance Drive in the product.
2. Be careful not to touch the encoder sensor adjustment screw; not even when replacing the encoder disc
and sensor.
3. Insert the three T-15 attachment screws, but do not fully tighten them.
288 Chapter 6 Removal and installation ENWW
4. Position the Media Advance Drive Adjustment Tool on the end Media Advance Roller shaft, push it firmly
onto the shaft and maintain a constant pressure to ensure it is flush to the Media Advance Drive.
5. While maintaining pressure on the Media Advance Drive Adjustment Tool, fully tighten the three T-15
attachment screws in the order shown.
6. Remove the Media Advance Drive Adjustment Tool.
Installation with encoder sensor adjustment
Use the following procedure to install and adjust a new Media Advance Drive, and to adjust the encoder
sensor. This procedure is recommended only when the motor mount has to be replaced or the encoder
sensor has to be readjusted. You will need Media Advance Drive Adjustment Tool from the Tool Kit.
1. Carefully position the Media Advance Drive in the product.
2. Insert the three T-15 attachment screws, but do not fully tighten them.
ENWW Motor Media Advance Transmission with Encoder 289
3. Loosen the encoder sensor adjustment screw.
4. Add the Encoder Sensor Tool to the Media Drive Adjustment Tool.
5. Position the Media Advance Drive Adjustment Tool on the end Media Advance Roller shaft, push it firmly
onto the shaft and maintain a constant pressure to ensure it is flush to the Media Advance Drive.
290 Chapter 6 Removal and installation ENWW
6. While maintaining pressure on the Media Advance Drive Adjustment Tool, fully tighten the three T-15
attachment screws in the order shown.
7. While maintaining pressure on the Media Advance Drive Adjustment Tool, fully tighten the encoder
sensor adjustment screw.
8. Remove the Media Advance Drive Adjustment Tool.
Encoder disk assembly
1. Remove the paper that protects the glue of a new encoder.
ENWW Motor Media Advance Transmission with Encoder 291
2. Pre-assemble the encoder on the roller without using pressure.
3. Press the encoder using the Media Advance Drive Adjustment Tool (reversed) so that it sticks to the
roller.
NOTE: When you finish installing or replacing these components, you must perform the necessary Service
Calibrations. To find which calibrations you must perform, see Service Calibration Guide to Removal and
Installation on page 197.
292 Chapter 6 Removal and installation ENWW
3. Disconnect the cable, remove 4 T-10 screws, and the Starwheel Motor.
294 Chapter 6 Removal and installation ENWW
4. Disconnect the cable, remove the screw and the OPTO PCA.
ENWW Starwheel Motor 295
5. Remove the 3 gears.
WARNING! Do not remove the following gear.
Installation
1. To install the gears, they have to fit into the hole.
296 Chapter 6 Removal and installation ENWW
2. Install the new gears that came with the kit reversing the removal process.
ENWW Starwheel Motor 297
Starwheel Support
Removal
1. Remove the main front covers See Main cover (front panel side) on page 200 and Main cover (service
station side) on page 202.
2. Remove the service station. See Service Station with Drop Detector on page 248.
3. Remove the metal starwheel assembly. See Customer Self Repair Flyers on page 353.
4. Remove the 3T-10 screws, and the starwheel lifter cover.
298 Chapter 6 Removal and installation ENWW
5. Remove 2 screws
6. Remove the plunger.
NOTE: This assembly is on both sides.
ENWW Starwheel Support 299
Second Starwheel Rail
Removal
1. Open the window.
2. Move the carriage to the front panel side.
3. Detach and unroute the ink tubes.
300 Chapter 6 Removal and installation ENWW
4. Remove 2 T-20 screws, and the second starwheel rail.
ENWW Second Starwheel Rail 301
4. Remove the holders.
5. Lift up the flap at both sides and remove the overdrive.
ENWW Overdrive 303
Cutter Platten
Removal
1. Remove the starwheel rail. See Customer Self Repair Flyers on page 353.
2. Remove the overdrive. See Overdrive on page 302.
3. Remove the output platen. See Output platen on page 209.
4. Remove the stacker. See Stacker on page 310.
5. Remove the 2nd starwheel rail. See Second Starwheel Rail on page 300.
6. Remove the 3 holders from the 2nd overdrive.
7. Move the flaps from the 2nd overdrive.
304 Chapter 6 Removal and installation ENWW
8. Remove the 2nd overdrive.
9. Remove 13 T-10 screws.
10. Remove 4 T-10 screws.
11. Remove the platten.
ENWW Cutter Platten 305
4. Disconnect the cable, and remove the T-10 screw.
5. Remove the sensor valves.
Installation
▲When reinstalling the sensor valves, move the valves into the down position with the motor encoder in
order to check sensor positioning.
ENWW Sensor Valves 307
308 Chapter 6 Removal and installation ENWW
Stacker
Removal
1. Remove the stacker arms. See Customer Self Repair Flyers on page 353.
2. Remove fixed tray cover from the front panel side and from the service station side. See Fixed tray
cover (Front Panel side) on page 210 and Fixed tray cover (service station side) on page 211.
3. Disconnect the cables.
310 Chapter 6 Removal and installation ENWW
4. Remove 4 T-15 screws from both sides.
5. Remove the stacker, pulling the handles on the back.
NOTE: For installation make sure that the valves are down and the ramps are hidden, otherwise it can
cause improper assembly, and show SE90:03 or SE89:03.
ENWW Stacker 311
5. Remove the stacker hand off.
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6. Remove the screw.
7. Remove the PCA and disconnect.
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4. Remove the overdrive.
ENWW OVD Transmission with Motor 319
4. Remove the ramps motor.
ENWW Ramps Motor 321
5. Remove the module.
6. Remove the screw and microswitch.
ENWW Stacker Arm Sensor 323
Scanner Controller Unit (SUP)
Removal
1. Turn the scanner off, disconnect the power cord, and tilt open the CIS bridge.
2. Remove the screws marked S1 (Torx 10), and open the CIS unit.
3. Disconnect the cables, release the ribbon cables lock (A), and pull out cable.
4. Remove the Screws (Torx 10), and remove the Scanner Controller Board.
Replacement
▲To replace reverse the removal steps.
NOTE: The new Scanner Controller Board needs to be calibrated.
328 Chapter 6 Removal and installation ENWW
CIS Tiles
Removal
1. Remove the screws (Torx 10), and remove the idle roller cover sheet.
2. Remove the CIS tiles, and mark them for repositioning if necessary.
Replacement
1. If only the CIS tiles are being replaced; reverse the removal steps.
2. Re-calibrate the scanner.
ENWW CIS Tiles 329
CIS Modules
Removal
1. Remove the CIS Tiles. See CIS Tiles on page 329.
2. Remove the screws marked S1 (Torx 10), and open the CIS unit.
NOTE: In order to remove the lower CIS modules the upper must be removed (there is no need to
disconnect).
3. Carefully disconnect by pulling.
Replacement
1. Replace the CIS module and tighten the screws in order 1 to 3.
2. Re-calibrate the scanner.
330 Chapter 6 Removal and installation ENWW
CIS FFC Cables
Removal
1. Remove the affected CIS Tiles. See CIS Tiles on page 329.
2. Remove the affected CIS Modules. See CIS Modules on page 330.
3. Replace the CIS module and tighten in order 1 to 3.
4. Unplug only the FFC cables that need to be replaced.
NOTE: For some of the cables it may be helpful to remove the Scanner Controller board. See Scanner
Controller Unit (SUP) on page 328.
ENWW CIS FFC Cables 331
CIS Glass
Removal
IMPORTANT: Only replace glass when in a “clean” environment, and be careful not to touch the underside
of glass.
▲Remove the CIS Tiles. See CIS Tiles on page 329.
Replacement
1. Replace by carefully inserting the new glass, pushing the old one out.
2. Re-calibrate the scanner.
332 Chapter 6 Removal and installation ENWW
Stepper Motor Assembly (taco sensor, and belt)
Removal
1. Turn the scanner off, disconnect the power cord, and tilt open the CIS bridge.
2. Remove the screws (1) and then the scanner RHS cover (2).
3. Remove the screws (1), and then the motor cover (2).
4. Disconnect the Sensor Motor cables.
ENWW Stepper Motor Assembly (taco sensor, and belt) 333
5. Loosen the screw (don’t remove it), and remove the Taco Wheel.
6. Release belt tension by loosening the screw (don’t remove it), and push the tension wheel upwards and
tighten the screw.
7. Remove the motor screws.
Replacement
▲Replace by reversing the removal steps. If the Cable is being replaced see Stepper Motor Assembly
(cable) on page 335.
334 Chapter 6 Removal and installation ENWW
Stepper Motor Assembly (cable)
Removal
1. Open the CIS unit. See Scanner Controller Unit (SUP) on page 328.
2. Remove the screws, and unclip the cable.
3. Cut the cable tie, and push the cable into the CIS unit.
Replacement
▲Replace the cable by reversing the removal steps.
ENWW Stepper Motor Assembly (cable) 335
Paper and Lid Sensors
Removal
1. Turn the scanner off, disconnect the power cord, and tilt open the CIS bridge.
2. If replacing the Exit Sensor or the Lid Sensor, you will need to open the CIS unit. See Scanner Controller
Unit (SUP) on page 328.
3. If the sensor cable needs replacing, the Paper & Lid Sensor is affected. See Paper and Lid Sensor Cable
on page 338.
4. Remove the screws, and the roller cover.
5. Remove the screw (1), and the sensor bracket (2).
6. Open the CIS unit. See Scanner Controller Unit (SUP) on page 328.
7. Remove the screws and the CIS unit cover (1). Remove the screws (2), the sensor bracket (3), and
disconnect the Lid Sensor (4).
8. Disconnect the cable (1), remove the screw and Exit Sensor (2).
336 Chapter 6 Removal and installation ENWW
9. Squeeze lock pins, and remove the Lid Sensor.
Replacement
▲Replace by reversing the removal steps.
ENWW Paper and Lid Sensors 337
USB & Awake / Power Cable
Removal
1. Turn the scanner off, disconnect the power cord, and tilt open the CIS bridge.
2. Remove the RHS and Motor Cover. See Stepper Motor Assembly (taco sensor, and belt) on page 333.
3. Disconnect the USB & Awake / power cable (1). Unclip the cable throughout the CIS unit.
4. Unclip the USB Cable and pull it gently out of the CIS bridge (1). Remove the screws and unclip the cable
(2).
5. Remove the screws.
6. Remove the screws.
ENWW USB & Awake / Power Cable 339
7. Carefully pull Cables into motor compartment (1 & 2).
Replacement
▲Replace by reversing the removal steps.
340 Chapter 6 Removal and installation ENWW
CIS Bridge Damper
Removal
1. Turn the scanner off, disconnect the power cord. Open the CIS Unit. See Scanner Controller Unit (SUP)
on page 328.
2. Remove the screws and LHS cover.
3. Tilt open the CIS bridge to decrease the spring tension (1), and unhook the spring (2).
4. Remove the screw and carefully free the CIS bridge.
ENWW CIS Bridge Damper 341
5. Tilt open the CIS bridge to decrease the spring tension (1), and remove CIS damper (2).
Replacement
▲Replace by reversing the removal steps.
NOTE: When replacing, be sure to align the holes and hold, when securing the screws (1).
342 Chapter 6 Removal and installation ENWW
CIS Scanner Latch
Removal
1. Turn the scanner off, disconnect the power cord, and remove the LHS cover. See CIS Bridge Damper
on page 341.
2. Remove the spring (1). See CIS Bridge Damper on page 341. Remove the screws (2), and bracket (3).
Replacement
▲Replace the damper by reversing the removal steps.
ENWW CIS Scanner Latch 343
Pressure Rollers
Removal
1. Turn the scanner off, disconnect the power cord, and tilt open the CIS Bridge.
2. Remove the screws (Torx 10), and pull the Roller Cover sheet out through the back.
3. Gently pull the Pressure Roller out, and replace (repeat for all 5).
Replacement
1. After replacing the rollers, reverse the removal steps. Don’t forget to calibrate the scanner.
2. Insert all screws without tightening. Align the 2 holes (A). When all screws are inserted, tighten in order
1 to 25.
NOTE: If the white rollers were replaced due to stitching and/or alignment errors, the scanner needs
to be re-calibrated.
344 Chapter 6 Removal and installation ENWW
Preventive Maintenance
Cleaning the Product
To maintain the product in good operating condition, keep it free of accumulated dust, ink, and other
contamination. Cleaning intervals are determined by the product environment and by the types of product
supplies used.
General Cleaning
Proper general cleaning should include the following:
NOTE: To prevent electric shock, make sure that the product is switched OFF and unplugged before any
cleaning is performed. Do not let any water get inside the product.
1. Blow away dust accumulation with compressed air if available.
2. Clean the outer surface of the product with a damp sponge or cloth. Use a mild soap and water solution
if necessary. Do not use abrasive cleaners.
3. Wipe the product dry with a soft lint-free cloth.
Cleaning the Drive Roller
NOTE: If ink is spilled on the Overdrive, remove the ink. Due to the ink's reflectance, ink on the Overdrive
can disrupt the product's edge-sensing function. To remove any ink from the Overdrive, perform the
following procedure: Prevent water or other liquids from running onto electrical components or circuits, or
through openings in the Electronics Module.
1. Perform the Turn Drive Roller Utility. See Turn Drive Roller.
2. Open the Window.
3. Apply any common household cleaning solution (water based only) to a soft, lint-free rag and apply it to
the Drive Roller and Overdrive surface while it is rotating. Make sure that you thoroughly clean the Drive
Roller and Overdrive surface.
4. Press Enter when you have completed the cleaning procedure.
5. Allow the Drive Roller to dry before loading paper in to the product.
Cleaning the Encoder Strip
1. Make sure that the product is not printing and that the Carriage Assembly is located at the front panel
side of the product. Turn off the printer.
346 Chapter 7 Maintenance ENWW
2. Using tap water and a small cloth that will not leave fibers in the product, dampen the cloth and remove
any excess water so that the cloth is damp but not wet.
3. Open the Window.
4. Hold the cloth in an inverted “U” shape around the Encoder Strip and carefully wipe until no ink residue
appears on the cloth. Be very careful not to scratch the Encoder Strip with your fingernail or any other
object. Make sure that you are holding the cloth correctly.
5. Open the window and move the Carriage Assembly further to the left, allowing you to access the front
panel side.
6. Turn the product back on.
Clean the scanner’s glass plate
You are recommended to clean the scanner's glass plate periodically, depending on how often you use the
scanner.
1. Turn off the printer using the Power key at the front, then also turn off the power switch at the rear and
disconnect the power cable.
ENWW Preventive Maintenance 347
2. There is a small lever at the rear left of the scanner. Slide the lever up and open the scanner cover.
WARNING! Do not lift the scanner while the scanner cover is open. Your fingers or hand may be
trapped or crushed.
3. Gently wipe the glass plate and the surrounding area with a lint-free cloth dampened with water and
then wrung dry. A suitable cloth is provided with the printer.
CAUTION: Do not use abrasives, acetone, benzene or fluids that contain these chemicals. Do not spray
liquids directly onto the scanner glass plate or anywhere else in the scanner.
Do not worry about tiny droplets of water left on the glass: they will evaporate.
4. Optionally, for more thorough cleaning:
●Remove the glass plate and clean it on both sides.
348 Chapter 7 Maintenance ENWW
●Clean the pressure rollers and the feed rollers.
ENWW Preventive Maintenance 349
5. Close the scanner cover and gently push it down to lock it into place.
6. Clean the area immediately in front of the scanner, where the scanned sheet rests before scanning.
7. Reconnect the printer's power cable, turn on the power switch at the rear, and turn on the printer using
the Power key.
Carriage Assembly Lubrication
To ensure correct operation of the product you must lubricate the Carriage Assembly whenever any of the
following are encountered if:
●The Front Panel displays "Maintenance #1 required".
●There is excessive noise when moving the Carriage Assembly.
●A shut down of the carriage PWM error message appears.
●There are IQ (vertical banding problems). You should also lubricate the Carriage Assembly whenever you
change any of the following service parts:
●The Carriage Rear Bushing.
●The Carriage Assembly.
●The Carriage Rail Oiler.
To lubricate the Carriage Assembly you will require the Lubrication Kit (Q5669-60692). Use the following
procedure to lubricate the Carriage Assembly:
1. Use the IPA alcohol (Q6675-60070) and the cleaning cloth to clean the Carriage Rail and the Carriage
Slider Rod. Do not use IPA alcohol in California or other areas that restrict the volatile organic compound
(VOC) content of cleaning solvents. A regulatory compliant alternate should be used.
2. Use an Oil Dispenser (Q6675-60062) to lubricate the Carriage Rail and the Carriage Slider Rod.
350 Chapter 7 Maintenance ENWW
3. Replace the Carriage Rail Oiler with the new one contained in the kit and add 2 or 3 drops of oil to the
foam of the Carriage Rail Oiler.
4. Use an Oil Dispenser (Q6675-60062) to lubricate the Carriage Rear Bushing.
Moisture on the Product
Users should use the product in an environment between 20% and 80% relative humidity. To recover from
moisture condensation, turn the product Off, and, using the main roller as a reference, wait until the product
is completely dry before using it again.
Noisy Carriage Bushing
To prevent noisy movement of the carriage, remove aluminum or dust particles from the bushing at the back
of the carriage, and from the slider path along which the bushing moves. Lubricate the slider path using the
Lubrication Kit (Q5669-60692).
Belt Swelling
To prevent new belts from swelling incorrectly, keep them in their bags with desiccant until you need to
install them.
Level of Product Usage
Normal product use means 3,000,000 Carriage Cycles (which corresponds to approximately 32,000 A0 prints
on average). Under normal usage conditions, it will be approximately 5 years before the product needs
maintenance. If the product is used more than the normal usage conditions, then it will need maintenance
service much more frequently.
One of the EEROM counters is assigned to counting the number of carriage cycles.
Service Part LIFE_VALUE Maintenance Advice
Belt Cycles 3,000,000 PMKIT1
Bushings Life 3,000,000 PMKIT1
Trailing Cable Cycles 3,000,000 PMKIT1
Scan Axis Cycles 3,000,000 PMKIT1
Scan Axis Distance Covered 4,500,000 PMKIT1
Tubes Cycles 3,000,000 PMKIT1
Service Station Volume 750,000,000 PMKIT2
When these components of the product exceed this amount, the Front Panel displays the following message:
"Maintenance #1 required"
"Maintenance #2 required"
Once one of the maintenance advised messages is displayed, the relevant preventive maintenance kit must
be used to replace the most worn parts of the product. See Removal and Installation when replacing the
necessary parts.
ENWW Preventive Maintenance 351
Preventive Maintenance Kits
There is no preventive maintenance kit for the cutter, which is expected to last for the life of the product.
Preventive Maintenance Kit #1 (CR357-67072)
●Scan Axis Motor
●Belt
●Carriage
●Cutter
●Carriage PCA
●Encoder Strip
●Ink Tubes and Trailing Cable
NOTE: The Lubrication Kit is not included in the Preventive Maintenance Kit.
Preventive Maintenance Kit #2 (CR357-67073)
●Service station
●Line Sensor
352 Chapter 7 Maintenance ENWW
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7
Designjet T920 and T1500 ePrinter Series
Starwheel
HP cares about the environment
8
10
9
12
11
13
14 15
*CR357-90005*
CR357-90005
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
1
23
45
6
7
Designjet T920 and T1500 ePrinter Series
Cutter
HP cares about the environment
8
10
9
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1-21 · 08174
Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90006*
CR357-90006
11
12
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7
Designjet T920 and T1500 ePrinter Series
Stacker arm
HP cares about the environment
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90007*
CR357-90007
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34
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78
Designjet T920 and T1500 ePrinter Series
Ink cover, service-station side
HP cares about the environment
9
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90008*
CR357-90008
12
34
56
78
Designjet T920 and T1500 ePrinter Series
Ink cover, front-panel side
HP cares about the environment
9
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90009*
CR357-90009
1
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2
Designjet T920 and T1500 ePrinter Series
Leg, front-panel side
HP cares about the environment
910
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14
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16 17
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21
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1-21 · 08174
Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90010*
CR357-90010
1
34
56
78
2
Designjet T920 and T1500 ePrinter Series
Leg, service-station side
HP cares about the environment
910
11
12
13
15 16
14
18 19
16 17
20
21
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90011*
CR357-90011
12
34
56
78
Designjet T920 and T1500 ePrinter Series
Bottom roll cover
HP cares about the environment
910
11
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90012*
CR357-90012
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12
34
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78
Designjet T920 and T1500 ePrinter Series
Top roll cover
HP cares about the environment
910
11
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90013*
CR357-90013
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1
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45
67
Designjet T920 and T1500 ePrinter Series
Carriage latch
HP cares about the environment
89
10
11
12
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13
18 19
16 17
20
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90015*
CR357-90015
12
34
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78
Designjet T920 and T1500 ePrinter Series
Basket
HP cares about the environment
910
11
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1-21 · 08174
Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90018*
CR357-90018
12
34
56
78
Designjet T920 and T1500 ePrinter Series
Pinch arm top roll
HP cares about the environment
12
3
4
5
7 8
6
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
*CR357-90019*
CR357-90019
Pinch arm bottom roll
12
34
56
78
Designjet T2500 eMultifunction Series
Scanner’s glass plate
HP cares about the environment
910
11
© 2013 Hewlett-Packard Company
Large Format Division
Camí de Can Graells 1–21
08174 Sant Cugat del Vallès
Barcelona · Spain
All rights reserved
12
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