HP 5000, 5500 Troubleshooting Manual
Troubleshooting 1
Introduction 1-2
Phone Support 1-2
Which Firmware Version Relates to Which Ink System 1-2
Troubleshooting System Error Codes 1-2
Performing a Service Test on a Failed Assembly 1-3
Performing the Necessary Service Calibrations 1-3
Troubleshooting Calibration Error Codes 1-3
Troubleshooting Ink Supplies Error Codes 1-4
Troubleshooting Initialization - Self Diagnostic Errors 1-4
Solving Image Quality Problems 1-4
The Printer does not Power ON 1-5
ALL the Front-Panel LEDs are Lit but Nothing Else Happens 1-6
Troubleshooting Media Jams/Printhead Crashes 1-6
Troubleshooting Shutdowns - User Message "W arning: Switch Power Off" 1-7
Problems with Vacuum 1-10
Vacuum suction much lower at high altitudes 1-10
Printhead Crashes/Smears on High Den sity Pri nts Using Coate d Media 1-11
Color differences in different HP DesignJet Printers 1-11
Banding at variable extreme environmental conditions 1-12
Banding with unsupported Media 1-12
Banding due to Ink Cartridge replacement while printing 1-12
Hue shift on HP Colorfast Adhesive Vinyl media 1-13
Black Smearing on HP Photo Imaging Gloss 1-13
Magenta Bleeding on HP Photo Imaging G loss when usin g the T a ke-Up Reel 1-13
Loss of Gloss on HP Photo Imaging Gloss when using the Take-Up Reel 1-14
Wrinkles and sc ratches (cockle) on HP Coated and Heav yweight Coated Media. 1-15
Dry Cockle on High Density Prints Using Paper Based Media 1-14
Worm marks (cockle) on part of plots on paper based media 1-15
Drying Time Too Long for HP Studio Canvas 1-16
Media Skew when Printing a Banner Plot 1-16
User message "Media loaded incorrectly. Remove media" 1-16
User message "Warning: Incorrect type of tubes system" 1-17
User message "Power Supply Error #1" 1-17
Cutter Assembly Problems 1-19
Carriage and Scan-Axis Problems 1-20
Media-Axis Problems 1-20
Electronics Problems 1-21
Language Selection is blocked in a brand new printer 1-23
Firmware Upgrade Does Not Work Through the Parallel Port 1-23
Typical Failures After Exchanging the Ink Tubes 1-24
Solving Media-Handling Problems 1-25
How to Navigate through the Front Panel Menus 1-26
Service Configu ration Print 1-37
General Printer Information 1-39
Troubleshooting Take-Up-Reel Problems 1-40
HP DesignJet 5000 Series Printers Service Manual
1-1
Troubleshooting
Guide to Troubleshooting the Printer
Introduction
This chapter will guide you through the relevant steps to take when
troubleshooting the Printer.
Phone Support
In certain circumstances, a Call Agent can try and troubleshoot the
Printer by requesting the Customer to perform a Service Calibration,
Test or Utility via the phone. Using this process, it can be
determined whether the Printer requires any on-site maintenance.
Which Firmware Version Relates to Which Ink System
A.01.XX - This firmware revision allows the Printers to only use
Imaging Inks.
A.02.XX - This firmware revision allows the Printers to use both
the Imaging Inks and the UV Inks.
Troubleshooting System Error Codes
Chapter 2 - System Error Codes - contains a list of system error
codes and their respective descriptions and recommended corrective
actions. Only try one recommended action at a time and check if the
error code has disappeared.
If you have an error code which is not documented in this Service
Manual or you have an error which you cannot resolve, then report
the error to the HP Response Center or the nearest HP Support Office.
NOTE When reporting the System Error Code, make sure that you
supply the full Error Code (inclu ding the last 8 numb ers where
applicable) and the firmware version as well as the status of the
Printer when the Error occurred (was it printing, calibrating,
processing, etc...). Without this information, HP Support
Personnel cannot help you.
NOTE When reporting the Error Code, make sure that you supply the
full Error Code and the firmware ve rsion (d ispl ayed durin g the
initialization process when powering ON the Printer or available
in the User’s Printer Setup ⇒ Utilities ⇒ Statistics menu).
1-2
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Performing a Service Test on a Failed Assembly
If possible, always perform a Service Test on the component/
assembly that you are about to replace, just to make sure that is the
component/assembly that has failed.
NOTE If the test on that component/assembly passes, you should NOT
replace it.
For information on the Service Tests and how to use them see
Chapter 4, Service Tests and Utilities.
Performing the Necessary Service Calibrations
Is the Printer calibrated correctly after replacing a component?
Refer to the table on Page 5-2 to determine when a calibration is
required.
NOTE Remember that certain Calibrations are required even if an
Assembly has been disassembled to gain access to another
Assembly or Component.
For information on the Service Calibrations and how to use them
see 5, Service Calibrations.
Troubleshooting Calibration Error Codes
Chapter 5 - Service Calibrations - contains a list of Error Codes that
are reported when a Calibration fails.
Calibration error codes consist of a four digit number [XXXX].
If you have an error code which is not documented in this Service
Manual or you have an error which you cannot resolve, then report
the error to the HP Response Center or the nearest HP Support
Office.
HP DesignJet 5000 Series Printers Service Manual
1-3
Troubleshooting
Troubleshooting Ink Supplies Error Codes
Chapter 3, HP Ink Supplies Tr oubleshooting, contains a list of Error
Codes that are reported for Ink Supplies i.e. Ink Cartridges,
Printheads and Printhead Cleaners. The error codes are described
and recommended corrective actions are provided. Only try one
recommended action at a time and check if the error code has
disappeared.
Ink Supplies error codes consist of a four digit number [XXXX].
Troubleshooting Initialization - Self Diagnostic Errors
Chapter 4 - Service Tests and Utilities - describes the Printer
initialization sequence and reports errors that may be reported when
Printer initialization is performed.
Self Diagnostic error codes consist of seven alphanumeric
characters [XXXXXXX].
If you have an error code which is not documented in this Service
Manual or you have an error which you cannot resolve, then report
the error to the HP Response Center or the nearest HP Support
Office. When reporting the error, have the following information
ready:
n Which firmware revision the Printer is using.
n The complete error number.
Solving Image Quality Problems
Whenever an Image Quality problem appears, it is advisable to print
the Diagnostic Print. This will help you differentiate between
possible Printhead errors and other problems such as incorrect frontpanel selection, driver or RIP configuration or mechanical
problems. For information on solving Image Quality problems see
Chapter 6, Print Quality.
1-4
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
The Printer does not Power ON
1. Check that the Power Cord is connected correctly to the Printer and
to the Power Socket.
2. Check that the Power Switch on the BACK of the Printer is in the
ON position.
3. Remove the DIMM’ s Cover (See
⇒ Page 8-75) and check the green
and red Status LED’s on the Main PCA. If they are both NOT lit,
replace the Power Supply Unit ⇒ Page 8-83.
Status
LED’s
4. Check that the Front-Panel Cable is correctly connected to the
Electronics Module. Also make sure that the Front-Panel Cable is
not damaged.
HP DesignJet 5000 Series Printers Service Manual
1-5
Troubleshooting
ALL the Front-Panel LEDs are Lit but Nothing Else Happens
The BootROM DIMM is NOT correctly installed or is th e wrong ty pe.
1. Power OFF the Printer from the back and disconnect the Power
Cord. Reseat the BootROM DIMM (looking from the rear of the
Printer, the first slot from the left - See
that it is installed correctly.
⇒ Page 8-75) making sure
NOTE
2. If the problem persists replace the BootROM DIMM
For more information, refer to “Electronics Problems” on page 1-21.
⇒ Page 8-75.
Troubleshooting Media Jams/Printhead Crashes
NOTE If using HP Coated Media when problem occurred, please also
refer to Page 1-11.
The failure modes “media jam” and “head crash” are grouped
together because in many c ases a me dia ja m cause s the m edia to li ft
up into the carriage path and cause a head crash, thus causing many
media jam failures to be reported as head crashes.
1. Did the media jam occur when loading media?
n If the client has had media jams, it is common for pieces of media
to get stuck in the media path. Clear the media path.
NOTE When clearing a media jam, sometimes media is stuck in the
paper path. T o clear this, you must lift the media lever and insert
thicker media into the paper path to push out the media that is
still stuck there.
1-6
2. Is the customer using non-HP media?
n
The use of non-HP media can easily be the cause of media jams and
head crashes (especially head crashes because HP media is
specially formulated to avoid cockle, one of the primary causes of
head crashes). If the media is not HP approved, advise the customer
to use HP media and check to see if the problem is now solved.
3. The Carriage is at the incorrect height in relation to the Center
Platen. Adjust the carriage to the correct height ⇒ Page 5-18 and try
to load the media again.
4. Check that the Vacuum Fans work correctly - Refer to Page 1-10,
Problems with Vacuum .
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Troubleshooting Shutdowns - User Message "Warning: Switch Power Off"
If a shutdown occurs, you will get the message “Warning: Switch
Power Off” followed by:
n Check Printhead Cleaner Path.
n Check Paper Path.
n Check Printhead Path (followed by (1), (2) or (3)).
A shutdown in each path will require different steps to resolve the
problem as explained as follows.
WARNING In each case, make sure that you power OFF the Printer be fore
attempting any procedures to resolve the problem.
Check Printhead Cleaner Path
This message appears whenever the Service Station Carriage does
not move, either because of a bad cable connection, a defective
motor or because of some obstacle inside the Service Station.
n
If the Printer is
new
, check that the Service Station cable (which is
the grey flat cable with the grey connector) is plugged into the Main
PCA. Make sure that the clips of the conn ector are closed
completely. Check also that the Service Station cable is not damaged.
n In already used Printers, power OFF the Printer and try to move
the Service Station backwards and forwards to see whether it is
blocked. Possible causes are: Printhead Cleaners incorrectly
positioned, damaged or, even, pieces of paper within the Service
Station. Remove the Printhead Cleaners or the pieces of paper
and check whether the problem persists.
n
If the problem disappears without the Print head Cleaners, reinsert them
into the Service Station and see whether the problem reappears. If the
problem reappears, replace the complete set of Printhead Cleaners.
n
If the problem persists even without the Printhead Cleaners, then
replace the Service Station (⇒ Page
8-67
) and recalibrate the Printer.
HP DesignJet 5000 Series Printers Service Manual
1-7
Troubleshooting
Check Paper Path
This warning appears whenever the friction on the Paper -A xis is too
high: the electrical current needed by the Paper-Axis Motor to move
the paper is too high, so before burning the motor or the Main PCA,
this warning appears. The commo n reason for this error is a n internal
paper jam or at the end of a roll of media the paper is glued to the
media core. It can also be due to a defective motor or Main PCA.
n Check that there are no pieces of paper left inside the Printer,
especially if it happens after a paper jam.
NOTE One way to verify this easily is to take a rigid sheet of paper and
move it along the paper path with the media load lever lifted.
n Also, check that the customer has inserted the spindle hubs
completely, otherwise they may rub against the side plate and
increase the friction.
n If the error still persists, check that the Paper-Axis Motor cables
are connected correctly and that they are not damaged.
n
If the Printer st ill fails , repla ce the Pape r -Axis M otor ⇒ Page
NOTE Turn the Drive Roller by hand once the motor is removed to
8-100
verify that it turns smoothly . Also, after replacing the Paper -Axis
Motor,
the values are within the given limits
n If the Printer still fails, replace the Main PCA ⇒ Page 8-79.
perform th e Medi a-Axis Test (⇒ Page
.
4-12) and check that
Check Printhead Path (1)
This warning appears whenever friction on the Scan-Axis is too
high: the electrical current needed by the Scan-Axis Motor to move
the Carriage is too high, so before burning the motor or the Main
PCA, this warning appears. The usual reason for this error is an
internal paper jam, an obstacle in the Printhead path, a broken belt,
badly installed Ink Supply Tubes, etc.
n Apply Oil along the complete axis of the Slider Rods with the
User’s Slider Rods Lubrification Kit ⇒ Page 9-8.
n Also, switch OFF the Printer and move the Carriage from side to
side to verify that it moves smoothly.
.
1-8
n
If the Printer still fails, check that the Scan-Axis motor is connected
correctly to the Main PCA and that the cable is not damaged.
n If the error remains, replace the Belt (⇒ Page 8-46) or the Scan-
Axis Motor ⇒ Page 8-55.
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
NOTE
Also, after re placing the Scan -Axis Motor, perform the Sc an-Axis Test
(⇒ Page
n If the Printer still fails, replace the Main PCA ⇒ Page 8-79.
Check Printhead Path (2)
4-10) and check that the values are within the given limits.
This is a safety shutdown and occurs whenever there is a discontinuity
in the Printhead path, because of an obstacle, oil drops on the Encoder
Strip, the Carriage cover touching the tube guides, etc.
n Switch OFF the Printer and move the Carriage from side to side
to verify that it moves smoothly.
n If it still fails, check the Encoder Strip and, if necessary, clean it.
Check Printhead Path (3)
This is always caused by high friction in the Printhead path. Only in
very special cases, when it happens inside the Left Hand Cover,
incorrect assembly of the tube system causes it.
n Apply Oil along the complete axis of the Slider Rods with the
User’s Slider Rods Lubrification Kit
⇒ Page 9-8.
Replace Message "xx15 Replace" and "xx16 Replace"
In certain circumstances (e.g. Printhead crash without Printer
shutdown), the message "xx15 Replace" or "xx16 Replace" may
appear on the front panel. This is due to a temporal disconnection
between the Printhead and the flex circuit in the Carriage Assembly.
n
Clean the Printheads and the Carriage interconnects (refer to page
Carriage Interconnect Wiper
9-6,
) and reseat the failing Printheads.
HP DesignJet 5000 Series Printers Service Manual
1-9
Troubleshooting
Problems with Vacuum
If you have problems loading either Roll or Sheet Media, then there
could be a problem with the Vacuum Fan or Booster Fan. To verify
if there really is a problem with Vacuum, try the following:
1. With the Printer ON, open the Window of the Printer and place a
sheet of HP High Gloss Photo Paper (must be D-Size), aligned with
the blue lines on the Center Platen. If the Vacuum holds the sheet in
place, and then loads it correctly , then the Fans function correctly. If
the Vacuum does not hold the sheet in place (no suction), then try
the following:
n Check that the holes in the Center Platen are NOT blocked.
n
Clean the Overdrive using the Platen Cleaning Utility ⇒ Page
n Check that the Vacuum and Booster Fans are installed correctly.
n Replace the Vacuum Fan ⇒ Page 8-98.
n Replace the Booster Fan ⇒ Page 8-103.
2. If the Vacuum held the sheet in place, but couldn’t correctly load it,
then there could be a problem with the Overdrive. In this case,
replace the Center Platen Assembly ⇒ Page 8-112.
9-9
.
Vacuum suction much lower at high altitudes
At altitudes above 2,000 meters, the vacuum force holding down the
media will be lower, therefore the media will not be held in place
properly causing:
n Ink Smearing on the Media.
n Printhead crashes against the Media.
n Cut Sheet loading problems (high probability).
n Roll Media loading problems (low probability).
To solve the problem, try the following:
n Using the “1.3 Altitude Setup” in the Service Utilities, set the
altitude to “1.3.2 2000 m or more” (see Altitude Setup 4-23).
1-10
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Printhead Crashes/Smears on High Density Prints Using Coated Media
High density prints can cause cockle mainly on HP Coated Media.
This causes two main problems:
1. Cockling in the borders - Because the Printer places too much ink
on the Coated Media, the borders of the print become raised,
causing the Printhead to crash against the media. To solve the
problem, try the following:
n Try using Heavy Weight Coated Media instead of Coated Media.
n Change the paper margins to “Extended” in the Printer Setup
menu/Page Format/Margins or in the Driver. If the customer is
printing PostScript images, send them a PPD file containing the
extended margins.
n Use the Deflectors.
n Upgrade the Firmware ⇒ Page 9-11.
2. Cockling within the print - If the Printer places too much ink within
the print, the media starts to ripple, causing the Printhead to smear
against the media. To solve the problem, try the following:
n Never use HP Coated Media for High Density prints. As a
substitute use HP Heavy Weight Coated or Heavy We ight Coated
(Economy) Media.
Color differences in different HP DesignJet Printers
Color differences between one image printed on the HP DesignJet
5000 Series and the rest of the DesignJet platforms are due to the
different chemistry of the 5000 series inks compared with the rest of
the inks for other printers. This color variability among different HP
DesignJet Series Printers has been always present. You can try to
achieve consistent colors with the following:
n Select the same color emulation settings in your Postscript Driver
as the one used by the printer you want to emulate.
n Select the correct Ink Emulation from the Printer Setup Menu/
Internal RIP Settings.
HP DesignJet 5000 Series Printers Service Manual
1-11
Troubleshooting
Banding at variable extreme environmental conditions
The Accuracy Calibration has been done at normal environmental
conditions, therefore printing in extreme environmental conditions
will cause banding because the advance of the Drive Roller does not
correspond to the same conditions that the calibration was done in.
To solve the problem, try the following:
n Perform the Accuracy Calibration in the new environmental
conditions (Refer to the User’s Guide - Media Solutions).
Banding with unsupported Media
The Accuracy Calibration has not been done for the Media now
loaded. Banding may occur because the advance of the Drive Roller
does not correspond to the same conditions that the calibration was
done in. To solve the problem, try the following:
n Select the Media loaded in the “Media Options” menu and
perform the Accuracy Calibration (Refer to the User’s Guide Media Solutions).
Banding due to Ink Cartridge replacement while printing
A user has removed the Ink Cartridge while the Printer was printing,
which has caused the Printer to stop. If the user does not replace the
Ink Cartridge immediately, when the Printer starts to print again, a
band will appear in the position where the pri nting resta rted. This is
because the wet ink interacts with the dried ink on the media
causing the band to appear. To solve the problem, try the following:
n Do NOT remove the Ink Cartridge while the Printer is Printing.
Only replace/remove Ink Cartridges in between Prints.
n If the Ink Cartridge was replaced due to the “Empty” status on the
Front Panel, then advise the customer to replace the Ink Cartridge
when the “Very Low” status is showing on the Front Panel.
1-12
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Hue shift on HP Colorfast Adhesive Vinyl media
Under high humidity conditions (approx. >65%) the colors tend to
fade over time, particularly colors that require Magenta. To solve
the problem, try the following:
n Reduce the level of humidity (<65%) that the Printer is working
in. To find the humidity level, print the Service Configuration
Print (Printer Setup Menu / Utilities / Test prints / Service config).
n Laminate the prints.
Black Smearing on HP Photo Imaging Gloss
Narrow black lines can smear on this type of media, particularly if
the lines are narrow and have white gaps in between them. Try the
following:
n Increase the Dry Time using the Front Panel (Refer to the User’s
Guide).
n Laminate the prints.
Magenta Bleeding on HP Photo Imaging Gloss when using the Take-Up Reel
Under high humidity conditions (approx. >70%) this media reduces
its capacity to absorb Magenta because of this color’s particular
characteristics. When an area fill with magenta is printed and then
rolled onto the Take-Up Reel the ink that is not completely dry
moves laterally on the media. To solve the problem, try the
following:
n Reduce the level of humidity (<70%) that the Printer is working
in. To find the humidity level, print the Service Configuration
Print (Printer Setup Menu / Utilities / Test prints / Service config).
n Increase the Dry Time using the Front Panel (Refer to the User’s
Guide).
n Do not use the Take-Up Reel or Bin for this media when
humidity levels are high.
HP DesignJet 5000 Series Printers Service Manual
1-13
Troubleshooting
Loss of Gloss on HP Photo Imaging Gloss when using the Take-Up Reel
Under high humidity conditions (approx. >70%) the polymer chain
in the coating of this media relaxes and the drying rate decreases. If
the printed media is rolled onto a Take-Up Reel or is covered by
another print, the contact between the two surfaces could cause
blotches in the gloss. Try the following:
n Reduce the level of humidity (<70%) that the Printer is working
in. To find the humidity level, print the Service Configuration
Print (Printer Setup Menu / Utilities / Test prints / Service config).
n Increase the Dry Time using the Front Panel (Refer to the User’s
Guide).
n Do not use the Take-Up Reel or Bin for this media when
humidity levels are high.
Dry Cockle on High Density Prints Using Paper Based Media
High density prints can cause dry cockle mainly on Paper Based
Media.
To solve the problem do the following:
n Use the Take-Up Reel and Take-Up Reel deflectors.
n Set the Printer to Productivity mode to reduce the ink density.
n Select Coated media modes
If the problem persists, try the following:
n Laminate the prints.
n Use a heavier media that is more suitable to high ink density,
such as HP Paper based Semi-Gloss or HP Poster Paper.
1-14
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Wrinkles and scratches (cockle) on HP Coated and Heavyweight Coated Media.
Images may be damaged if prints are not handled with care,
particularly when handling wide plots. This can happen when
images are placed on top of one another and there is movement
between them, causing friction and loss of ink from the surface if it
is not completely attached. Also, if plots are rolled up, wrinkles can
occur. To avoid this problem try the following:
n Always handle plots with care.
n Use of the Take-Up Reel eliminates handling and avoids
wrinkles.
n Use heavier media.
n For Heavyweight Coated media, select faster print modes such as
Heavyweight Coated (Economy) for Media selection, and/or
Productivity Print mode.
n If damage is slight, Lamination will help towhead’ defects.
n Use of Fixative Sprays immediately after printing may protect the
image.
Worm marks (cockle) on part of plots on paper based media
At high temperatures and under dry conditions, worm marks may
occur on initial parts of plots when printing solid fill areas in
medium tone colors. Try the following:
n Advance the media manually by 15 mm.
n Select Heavy Coated for Media setting.
n Select Productivity mode to reduce ink density.
HP DesignJet 5000 Series Printers Service Manual
1-15
Troubleshooting
Drying Time Too Long for HP Studio Canvas
Under conditions of high humidity (> 70%) HP Studio Canvas
retains a high amount of water and takes too long to dry, also
creating problems in using the Take-Up Reel and Bin. To solve the
problem try the following:
n Reduce the level of humidity (<70%) that the Printer is working
in. To find the humidity level, print the Service Configuration
Print (Printer Setup Menu / Utilities / Test prints / Service config).
n Increase the drying time using the Front Panel settings (Refer to
the User’s Guide).
n Do not use the Take-Up Reel or Bin under conditions of high
humidity.
Media Skew when Printing a Banner Plot
When printing banners, media skew occurs. This is particularly
noticeable in the first plot when media is not perfectly aligned. To
solve this problem do the following:
n Use extended margins for banner plots (Refer to the User’s
Guide).
User message "Media loaded incorrectly. Remove media"
This message appears when the media sensor has detected media,
but the line sensor has not detected the leading edge of the media at
all or has found it in an incorrect position.
There are three possible situations when this message comes up:
1. The paper is in the incorrect position because the Printer was turned
OFF in the middle of a print. It should only happen in printers
without the Take-Up Reel (42" model), because with the Take-Up
Reel installed the Printer will not search for the leading edge after
the Printer has been powered-up or after activating the media load
lever. The Printer simply continues to print wherever it stopped.
n To verify this setting, check in "Printer Setup Menu > Device
setup > TUR installed". It should be set as No for the 42" model
Printers and Yes for the 60" model Printers.
1-16
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
2. The media sensor is defective. T o verify this, remove the media and
re-boot the Printer. If the message comes up during initialization,
the media sensor is defective. To solve this, try the following:
n Check that the media sensor cable is connected correctly
n Check that the media sensor cable is not damaged and that the
media sensor is clipped correctly.
n Replace the Media Sensor ⇒ Page 8-104.
3.
The Line Sensor does not detect the leading edge of the media. To
verify this, load media (ideally white media such a s Coated or Pho toGloss) into the Printer. If the message comes up during the loading
process, the Lens Cover Assemb ly is either n ot installed correctly o r
it is dirty . In this case, replace the L ens Cover Assembly
If this fails, replace the Carriage Assembly ⇒ Page
8-46
⇒
.
Page
9-5
User message "Warning: Incorrect type of tubes system"
.
This error message appears if the electrical connector of the Ink
Tubes System is not connected correctly (especially after the Tubes
have been replaced). Other causes are defective EEROM in the Ink
Tubes System or ISS PCA.
n Switch OFF the printer, open the rear left cover and connect or
re-connect the Electrical Cable (the colored flat cable) that is
connected to the rear of the Ink cartridge Tube Connector.
n If the problem persists, check that the Electrical Cable is
connected correctly to the ISS PCA.
n Replace the ISS PCA (
Page
8-25).
⇒
Page
8-86) or the Ink Tubes system (
⇒
User message "Power Supply Error #1"
This error indicates a short in the 24V electronics circuits. Do not
replace the Power Supply; This message only indicates the failure,
and is not the cause. Usually this message appea rs after the inserti on
of a Trailing Cable into the connectors. This message means that the
Trailing cable is incorrectly connected, and it is creating a short on
the 24V circuit.
n
To isolate the problem, remove the Trailing Cable from the back of
the Printer and check whether the Printers powers up correctly.
n
If the Printer powers up correctly, the problem could have been a bad
HP DesignJet 5000 Series Printers Service Manual
1-17
Troubleshooting
Trailing Cable connection, so just reconnect the Trailing Cable again
to double-check that the Printer now works. If, after reconnecting the
cable, the error appears again, either the Carriage PCA or the
Trailing Cable is defective. In this case, first try replacing the
Trailing Cable and then the Carriage Asse mbly.
n
If the Printer did not initialize correctly, even after removi ng the
Trailing Cable, the problem is e ither in the Main PCA or the ISS
PCA. So, once again, to isolate the failure, disconnect first the ISS
cable and check whether the Prin ter works. If it does, reconnect the
cable again to verify the failure and then, if necessary, replace either
the ISS cable or the ISS PCA.
n
If the Printer still does not initialize, even after removing the Trailing
Cable and the ISS cable, replace the Main PCA.
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HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Cutter Assembly Problems
1. The Printer does not cut (even when using the Form Feed & Cut
option in the Front Panel).
In this case it is very likely that the cutter is disabled in the EEROM.
This can happen whenever the Diagnostic Print is cancelled in the
middle of the print, or if the Printer was turned OFF in the middle of
the Diagnostic Print.
n T o re-activate the Cutter , print the Diagnostic Print again and this
time letting it finish to the end without any interruptions.
n If the Cutter still doesn’t cut after re-printing the Diagnostic
Print, replace the Cutter Assembly ⇒ Page 8-58.
NOTE This problem is solved in any A.02.xx firmware release.
2. The Cutter does not cut thick paper (Canvas & Non-HP Media).
As in all DesignJets, the Cutter can only cut media up to a certain
thickness (such as Heavy Coated or Photo paper). Thicker media or
special media (such as Canvas) cannot be cut.
n Taking this into consideration, when Canvas is selected on the
front panel, the cutter is automatically disabled, but there is
nothing wrong with the cutter.
3. The Printer hangs while cutting.
The Printer hangs and the Carriage stops if the window is opened
during the cutting operation. In addition, when pressing any key , the
Error Code ffff ffff 03450097 may appear on the front panel.
n Re-boot the Printer and make sure the customer does not open the
window while the Printer is cutting.
NOTE This problem is solved in any A.02.xx firmware release.
HP DesignJet 5000 Series Printers Service Manual
1-19
Troubleshooting
Carriage and Scan-Axis Problems
1. Printhead continuity problems.
When installing the Ink Tubes System, it is possible that the crane
(the part of the Tubes System that is connected to the front of the
Carriage) is not clipped properly . This can cause Printhead continuity
problems afterwards, especially in the light cyan and light magenta
Printheads (XX16 REPLACE message appears for these Printheads).
n Whenever there is a Printhead continuity problem, always check
that the crane is completely clipped to the front of the carriage.
2. Unknown Line Sensor ID.
When performing the Scan-Ax is Cali bra tion , the Pri nte r asks fo r th e
Line Sensor ID. But there is no label on the Line Sensor indicating it.
n If the Line Sensor ID is not indicated on the Line Sensor, use the
default value which is "0". In the future, if the LED’s are
modified, a sticker will be included with the new Line Sensor ID.
3. Line Sensor is shown as "Not calibrated" in the Service
Configuration Print.
This is a firmware bug. It is possible that the Line Sensor is
calibrated even though the Service Configuration Print indicates
that the Calibration has not been performed.
n Just ignore this information about the Line Sensor calibration.
n If there are any errors related to the Line Sensor, perform the
Scan-Axis calibration to make sure that the Line Sensor
calibration is completed.
Media-Axis Problems
1. Printer unloads media (it suddenly starts to rewind and unloads the
media)
If the window was raised at exactly the same moment when the
Printer moved the media (e.g. during media loading) from that
moment onwards the Printer will always reject the media unless the
Printer is turned OFF and then back ON again.
n Problem disappears after re-booting the Printer.
NOTE This problem is solved in any A.02.xx firmware release.
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HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Electronics Problems
1. The Printer hangs with the front panel completely blank and the
three Image Quality LED’s lit.
The firmware has a bug that creates this situation whenever the
Printer is receiving data from an external RIP.
n The customer should print using the HP Driver to check that the
Printer is printing without any problems.
n The only solution to this problem will be to upgrade to the
firmware for the UV inks (A.02.XX) when it is available.
NOTE This problem is solved in any A.02.xx firmware release.
2. The Printer hangs at "Initializing Please Wait".
The Printer hangs showing the following front panel message for
more than 5 minutes: "Initializing Please Wait, Code Rev. xxxx,
Boot ROM. xxx, etc".
The cause for this failure could be either a print sent through the
Parallel or LAN port during initialization, or a defective I/O card.
n Power OFF the Printer, disconnect the Parallel and/or the
Network cable and power ON the Printer again to see if the
Printer hangs again.
n If the Printer did not hang again, then the problem was due to the
Printer receiving data through the ports while the Printer was
initializing. Before connecting the cables again, make sure that
all the pending print jobs are purged.
n If the Printer did hang again, then power OFF the Printer, remove
the I/O card and power ON the Printer again to see if the Printer
still hangs.
– If the Printer did not hang again, install the I/O card in the
second slot and check whether it works there. If the I/O card
causes the Printer to hang again, replace the I/O card. If the
Printer continues to hang, even with a new I/O card, then
replace the Main PCA
⇒ Page
8-79
.
HP DesignJet 5000 Series Printers Service Manual
1-21
Troubleshooting
3.
The Printer is printing slower compared to another HP DesignJet 5000.
It is important first to determine whether the differences are during
receiving/processing, during printing or once the print is finished.
1. The time the printer takes to start printing is longer.
n Check that the "Start printing option" is set the same for all
Printers.
NOTE
NOTE
NOTE
For troub leshooting purpose s, set this option to "A fter Processi ng".
In this way the time reported is the tim e needed to receive the data
and to proce ss it and the printing time is not taken i nt o acc o unt.
n If there are differences still, it is probably due to the customer’s
network configuration.
Make sur e that the P rinter is n ot proc essing or pr inting anoth er job
while doing thi s tes t, because this might have affect the outcome.
n Once finished, return the Printer to the recommended setting,
which is "Optimized".
2. The actual printing time is slower.
This may be due to the Carriage stopping at the end of each swath,
one Printer making more passes or the Carriage moving slower.
n Check that the dry time is turned off.
If the dry time is turned ON, the Carriage might stop at the end of
each swath, because the Printer uses the dry time (i.e. the humidity
and temperature reading) to adjust the printing speed. This is
necessary to ensure that the print is completely dry before it can
either touch the Media Bin or is rolled up with the Take-Up Reel.
n Check that the Image Quality setting on the front panel (while the
Printer is printing) is the same for all Printers.
NOTE The setting while the Printer is in the stand -by mode might be
different to the actual LED that lights up during printing.
n Check that the Image Quality setti ng in the Driver is the same for
all the Printers.
n Check that the memory size, shown on the front panel, is the
same for the Printers that are being compared. (Standard
configuration: 192Mbyte for C6096A and 128Mbytes for
C6090A/C6091A/C6095A).
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HP DesignJet 5000 Series Printers Service Manual
3. The dry time at the end of the print is longer.
Normally the Printer uses the temperature and the humidity reading
from the ISS PCA to calculate the dry time, which is required for
the print to dry before being cut. The specification of these readings
is +/- 15%, so a variation in the calculated dry time of up to 30% is
within specification.
n To check the correct functioning of the sensor, print the "Service
Configuration Print" and check that both the temperature and
humidity readings are correct (i.e. within the specification). If
not, replace the ISS PCA ⇒ Page
n As an alternative solution, turn OFF the dry time, and then all the
8-86
.
Printers should finish the print at the same time.
n Another alternative is to set the dry time manually on all the
Printers.
NOTE This dry time will be applied to all the prints.
Troubleshooting
Language Selection is blocked in a brand new printer
Normally the user has about 2 minutes (initialization time) to select
the language in the Front Panel. If the language is not selected
within this time period, the Front Panel is locked.
n To recover from this problem, just re-boot the Printer and select
the language within the specified time (2 minutes).
Firmware Upgrade Does Not Work Through the Parallel Port
With firmware revisions A. 01.10, 11 & 12, the Printer will remain at
90% when doing a Firmware upgrade via the parallel port.
n For the customer, recommend using the network to print and to
perform the Firmware upgrade.
n For Service Engineers:
– Keep the "Top Arrow" key on the Front panel pressed down
when turning the Printer ON, and release it once the "Boot
Menu" appears.
– Select "Upgrade Firmware" in the Boot Menu.
– Send the firmware through the parallel port.
NOTE This problem is solved in any A.02.xx firmware release.
HP DesignJet 5000 Series Printers Service Manual
1-23
Troubleshooting
Failure Description Solution
Typical Failures After Exchanging the Ink Tubes
The following table contains typical failures that could appear after
changing the Ink Tubes:
After completing the
initialization process, the Front
Panel displays:
WARNING
Incorrect type of Tubes
System
Switch power off
When you try to print, the
Front Panel displays:
System Error
0a0000 00000002
Contact HP Representative
When you try to insert an Ink
Cartridge, you keep getting the
following message for one or
more Ink Cartridge:
XX02 Reseat
When you try to insert a
Printhead, you keep getting the
following message for one or
more Printhead:
XX02 Reseat
The electrical
connector has not
been correctly
connected to the Ink
Cartridge connector.
The air tube has not
been correctly
connected to the Ink
Cartridge connector.
The three latches at
the rear of the Ink
Cartridge tube
connector have not
been locked correctly.
The Printhead tube
connector has
not been
correctly connected to
the Carriage Assembly.
1 Switch OFF the Printer.
2
Connect the electrical
connector into the Ink
Cartridge tube connector.
3 Switch ON the Printer.
1 Switch OFF the Printer.
2
Connect the air tube into the
Ink Cartridge tube connector.
3 Switch ON the Printer.
1 Remove the Ink Cartridges.
2
Open the door at the back of
the Left Hand Cover.
3 Correctly lock the 3 latches.
4 Close the door and insert the
Ink Cartridges.
1 Remove any Printhead(s).
2
Make sure the Printhead tube
connector is fully connected
to the Carriage Assembly.
3 Insert the Printheads.
When you try to insert a
Printhead, you keep getting the
following message for one or
more Printhead:
XX11 Reseat
After you have inserted the
Printhead Cleaners, the Front
Panel displays the following
message:
XX05 Replace
1-24
Normal Printhea ds are
being inserted BUT
the Printer requires
Setup Printheads to
prime the Ink Tubes.
The wrong type of
Printhead Cleaners
have been inserted for
the type of Ink System
installed in the Printer.
HP DesignJet 5000 Series Printers Service Manual
1 Insert the Setup Printheads
provided with the HP
Upgrade Kit that allows
automatic printing.
1 Remove the Printhead
Cleaners.
2
Make sure that they are of the
same type as the rest of the
consumables (No.81 or
No.83).
3 Replace the incorrect ones.
Troubleshooting
Solving Media-Handling Problems
NOTE HP Designjet Printers minimum media size is A3 in portrait
mode.
The Front Panel Keeps Indicating that Media Is Misaligned or
Incorrectly Positioned
Roll media n The roll may be loaded the wrong way. The paper should load
over the roll toward you.
n The media may be crumpled or warped or have irregular edges.
n The paper may be loaded at an angle. The right-hand edge must
be parallel to the blue line on the paper entry roller.
WARNING Ensure that the paper is wrapped tightly on the roll. This is a
very important step to remember because if this is not done, the
media may be loaded at an angle, causing the media to be
rejected.
n Perform the manual alignment procedure (Refer to the User’s
Guide).
n Check that the paper is correctly loaded onto the spindle.
Sheet media n It must be loaded with the right-hand edge against the blue
perforated line on the Printer.
n Align the media against the trailing edge coming out of the
Printer.
n The media may be crumpled or warped or may have irregular
edges.
n If you are using hand-cut media, the edges may not form a right-
angle or they may be rough. Do not use hand-cut media. Use only
purchased sheet media.
n If the media you are trying to load is very slippery, hold the
media with both hands, and gently push the media into the Printer
until it buckles upwards in the middle, this will help the P rinter to
load it.
n If the Overdrive is covered in dust, it will have problems picking
up the sheet media during the load process. Clean the Overdrive
using the Platen Cleaning Utility ⇒ Page 9-7.
Prints Do Not Stack
Properly in the
Media Bin
n The Printer may be too close to the end of the roll. The natural
curl near the end of the roll can cause stacking problems. Load a
new roll or remove prints manually as they are completed.
n If you are mixing prints or nesting sets of several different sizes,
you may have stacking problems because of the different sizes of
media in the bin.
HP DesignJet 5000 Series Printers Service Manual
1-25
Troubleshooting
How to Navigate through the Front Panel Menus
Shaded boxes always appear in the front panel. White boxes appear
only in Full menu mode.
I/O Setup Menu
I/O setup
No I/O card found
Card ID
Card ID
Card Setup
Card Setup
I/O timeout
Only Appear in
Full Menu Mode
Configuration
Advanced
0.5 min .. 30 min
Always Appear
Reset Card
@
PostScript Only
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HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Device Setup Menu
PostScript Only
@
255 .. 2, 1 min
On, Off
TUR Installed NO,YES
Cutter
Device Setup
On, Off
Reduced Margins
HP-GL/2
PostScript@, Automatic
Lang
Automatic, None
Manual
Drying Time
Only Appear if TUR is
Only Appear if TUR
is Not Loaded
Only Appear in
Full Menu Mode
installed and Loaded
Always Appear
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HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Utilities Menu
Create Pattern
Measure Pattern
Restore factory
Recalibrate
Automatic, Manual
No (Continue), Yes (Replace)
Replace Ink System
Utilities
Print usage, View usage
Yes, No
Track Media Length
Usage
Short, Full
Menu Mode
Printhead alignment,
Calibrations
Accuracy
Color Calibration
Reset Web Svr Passwd
Service config.
HP-GL/2 config
Test Prints
Usage report
Print Quality
Ram present, Service ID
Hard Disk, Code Rev.
Statistics
Up, Down
PS Code Rev, PS Font code
Default Menu
Automatic clean On, Off
Clean now …
Display Contrast
Clean Platen
Lens Maintenance
1-28
HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Internal RIP Settings Menu
@
Native, sRGB,
Apple RGB,
Adobe RGB,
ColorMatch RGB
Optimized, Immediately
RGB@
After processing
@
@
Native, EuroScale,
SWOP, TOYO,
DIC
@
@
CMYK
Off,On
Off,On
Off,On
@
@
@
100% .. 419%, Fit to page
Software, Binary, ASCII
@
@
PostScript Only
Start printing
Internal RIP Settings
Ink Emulation
Color calibration
Enhanced res
Black Replacement
PS scale
PS encoding
Always Appear
Only Appear in
Full Menu Mode
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HP DesignJet 5000 Series Printers Service Manual
Troubleshooting
Queuing and Nesting Menu
99 .. 1,0
Copies
Statistics width, Length
Move to top,
Delete Page
@
PostScript Only
99 .. 2, 1 min
# ....
Queue mgmt
Nesting
Nest Off
In order ...
Always Appear
Only Appear in
Full Menu Mode
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HP DesignJet 5000 Series Printers Service Manual
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