HP DesignJet 5000 Series Service Manual

Using this Manual

Troubleshooting

Purpose

Readership

Part Numbers

Conventions

Guide to Troubleshooting the Printer

Introduction

Phone Support

Which Firmware Version Relates to Which Ink System

Troubleshooting System Error Codes

Performing a Service Test on a Failed Assembly

Performing the Necessary Service Calibrations

Troubleshooting Calibration Error Codes

Troubleshooting Ink Supplies Error Codes

The Printer does not Power ON

Vacuum suction much lower at high altitudes

Color differences in different HP DesignJet Printers

Banding due to Ink Cartridge replacement while printing

Magenta Bleeding on HP Photo Imaging Gloss when using the Take-Up Reel

Dry Cockle on High Density Prints Using Paper Based Media

Troubleshooting Initialization - Self Diagnostic Errors

Solving Image Quality Problems

Problems with Vacuum

Printhead Crashes/Smears on High Density Prints Using Coated Media

Banding at variable extreme environmental conditions

Banding with unsupported Media

Hue shift on HP Colorfast Adhesive Vinyl media

Black Smearing on HP Photo Imaging Gloss

Loss of Gloss on HP Photo Imaging Gloss when using the Take-Up Reel

Wrinkles and scratches (cockle) on HP Coated and Heavyweight Coated Media.

Worm marks (cockle) on part of plots on paper based media

Drying Time Too Long for HP Studio Canvas

Media Skew when Printing a Banner Plot

User message "Media loaded incorrectly. Remove media"

User message "Warning: Incorrect type of tubes system"

User message "Power Supply Error #1"

4 (2)

HP	DesignJet 5000 Series	Large-Format Printers

Service Manual

For HP Internal Use Only

©Copyright Hewlett-Packard

Company 2000

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 HewlettPackard Company.

First Edition, August 2000

Second Edition, January 2001

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.

WARNING

The procedures described in this manual are to be performed by HP-qualified service personnel only.

Electrical Shock Hazard

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.

-Disconnect the Printer from the power source prior to performing any maintenance.

-Prevent water or any other liquids from running onto electrical components or circuits, or through openings in the enclosure.

Electrostatic Discharge

Refer to the beginning of Chapter 8 of this manual, for precautions you should take to prevent damage to the Printer circuits from electrostatic discharge.

Safety Symbols

General definitions of safety symbols are given immediately after the table of contents.

WARNING

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.

CAUTION

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 product. Do not proceed beyond a Caution symbol until the indicated conditions are fully understood and met.

Technical Marketing,

Barcelona Division, Hewlett-Packard Espanola, S.A. Avda. Graells, 501

08190 Sant Cugat del Valles Spain

Service Manual

This Service Manual contains information necessary to test, calibrate and service:

νHP DesignJet 5000 Printer - 42” Model (P/N C6090A/V)

νHP DesignJet 5000 Printer - 60” Model (P/N C6095A/V)

νHP DesignJet 5000PS Printer - 42” Model (P/N C6091A/V)

νHP DesignJet 5000PS Printer - 60” Model (P/N C6096A/V)

For information about using these printers, refer to the corresponding User and Quick Reference Guides.

The procedures described in this Service Manual are to be performed by HP-qualified Service Personnel only.

Part Numbers for Printer options, accessories and service parts are located in Chapter 7.

A small arrow is used to indicate other parts of the Service Manual where you can find information related to the topic you are consulting.

2	HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Troubleshooting 1-1

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 "Warning: Switch Power Off" 1-7 Problems with Vacuum 1-10

Vacuum suction much lower at high altitudes 1-10

Printhead Crashes/Smears on High Density Prints Using Coated 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 Gloss when using the Take-Up Reel 1-13 Loss of Gloss on HP Photo Imaging Gloss when using the Take-Up Reel 1-14 Wrinkles and scratches (cockle) on HP Coated and Heavyweight 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 Configuration Print 1-37

General Printer Information 1-39 Troubleshooting Take-Up-Reel Problems 1-40

HP DesignJet 5000 Series Printers Service Manual

Table of Contents

System Error Codes 2-1

Introduction 2-2

Continuable and Non-Continuable Error Codes 2-3

HP Ink Supplies Troubleshooting 3-1

What are HP Ink Supplies? 3-2

Ink Cartridges 3-2

Printheads and Printhead Cleaners 3-2

Identifying the Components 3-3

General Information About HP Ink Supplies 3-3

Some General Precautions When Handling HP Ink Supplies 3-4

Priming the Ink System 3-5

When Should You Replace the HP Ink Supplies? 3-5

The Front Panel Display 3-6

Obtaining Ink Cartridge Information 3-7

Obtaining Printhead Information 3-8

Status Codes and Messages 3-10

Status Messages 3-11

Error Status Messages 3-12

Printhead Errors (First Digit = 0, 1, 4, 5) 3-13

Ink Cartridge Errors (First Digit = 6, 8) 3-16

Printhead Cleaner Errors (First Digit = A or *) 3-18

Major Ink Supplies Problems 3-19

Dry-firing of Printheads 3-19

Printheads Which are Out of Warranty are Indicated as In Warranty 3-19

Replace Message "xx15 Replace" and "xx16 Replace" 3-19

Replace Message "xx16 Replace" for ALL Printheads During Replacement 3-20

4	HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Service Tests and Utilities 4-1

Introduction 4-2

Phone Support 4-2

Diagnostics - Self Test 4-2

Service Tests (Diagnostics) 4-6

Entering the Service Tests Menu 4-7

Scan Axis Test 4-10

Media Axis Test 4-12

Service Utilities 4-14

Prime TUBES 4-19

Altitude Setup 4-23

EEROM Setup 4-24

If you want to set the Model Number 4-25

If you want to set the Serial Number 4-26

If you want to set the Japanese Fonts 4-27

Reset Life Counters 4-29

Backup EEROM 4-31

Image Quality Warning 4-33

Diagnostic Print 4-34

Service Calibrations 5-1

Introduction 5-2

Phone Support 5-2

Service Calibrations 5-3

Entering the Service Calibrations Menu 5-4

1.Scan-Axis Calibration 5-7

2.Service Station Calibration 5-11

3.Accuracy Calibration 5-14 Carriage Height Calibration 5-18 Calibration Error Codes 5-26

HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Print Quality 6-1

Print Quality Troubleshooting Checklist 6-2

Print Modes 6-3

How to Use the Diagnostic Print 6-4

What is the Diagnostic Print? 6-4

Considerations for Printing the Diagnostic Print. 6-4

Printing the Diagnostic Print 6-5

Overall Print Quality Test 6-8

What is Banding? 6-8

Solving the Banding Problem 6-8

Color Alignment Print Test 6-11

Solving the Color Alignment Problem 6-11

Bidirectional Alignment 6-12

Solving Bidirectional Alignment Problems 6-12

Vertical Line Straightness 6-13

Solving Vertical Line Straightness 6-13

Nozzle Print Test 6-14

How to fix the Nozzle Defects 6-15

No Printing Defects Found in the Diagnostic Print 6-16

Print Quality Problems 6-16

Solving Color Accuracy problems 6-17

Solving Color Consistency problems 6-17

Color Accuracy Configuration 6-18

Blurred Lines (Ink “Bleeds” from Lines) 6-18

The Prints are Too Short 6-18

Colors are not as Expected 6-19

Bad Color to Color Alignment in the Media-Axis 6-19

Banding at the Top of the Page 6-20

Vertical Banding 6-20

Media 6-21

Printed surface smearing roll 6-21

Warped Lines on Media 6-21

Marks and/or scratches on double-sided media 6-22

There are Smears or Scratching on the Printed Media 6-22

Long Term Color Bleeding (Glossy Papers) 6-22

6	HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Parts and Diagrams 7-1

Printer Support 7-2

Bin and Take-Up Reel 7-4

Right Hand Cover 7-6

Left Hand Cover and Rear Door 7-8

Top and Back Covers 7-10

Service Station 7-12

Vacuum Fan 7-14

Booster Fan and Media Sensor 7-16

Paper-Axis Motor 7-18

Scan-Axis Motor 7-20

ISS and APS Assembly 7-22

Ink Tubes System 7-24

Boot ROM DIMM, DRAM Memory and Covers 7-26

Rear Electronics Access Covers 7-28

Hard Disk Drive and Cover 7-30

ISS PCA and Main PCA 7-32

Power Supply Unit 7-34

Carriage Assembly 7-36

Tensioner Assembly and Encoder Strip 7-38

Platen Assemblies 7-40

Pinch-Wheels Assembly and Lever 7-42

Center Guide, Deflector and Entry Roller 7-44

Tubes Guide Assemblies 7-46

EMC Covers 7-48

Spindle and Hub 7-50

Miscellaneous Items 7-52

Media Types 7-53

Removal and Installation 8-1

Introduction 8-2

Safety Precautions 8-2

Electrostatic Discharge (ESD) Precautions 8-3

Required Tools 8-3

Screw Types 8-4

Top Cover Assembly 8-5

Left Hand Cover 8-6

Right Hand Cover 8-10

Front Panel Assembly 8-14

Left Rear Cover 8-15

Right Rear Cover 8-16

Extension Cover (60" Model only) 8-17

Media Lever Assembly 8-18

HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Right Hand Trim 8-20

Left Hand Trim 8-22

Back Cover 8-23

Ink Tubes System 8-25

EMC Covers 8-32

Encoder Strip 8-34

Trailing Cable 8-36

Tensioner Assembly 8-42

Carriage Assembly and Belt 8-46

Scan-Axis Motor 8-55

Cutter Assembly 8-58

Ink Supply Station (ISS) 8-62

Air Pressurization System (APS) 8-65

Service Station Assembly 8-67

Drop Detector Assembly 8-70

Hard Disk Drive (HDD) 8-72

LAN Card 8-74

Memory and BootROM DIMM’s 8-75

Electronics Module Cover 8-77

Main PCA 8-79

Power Supply Unit (PSU) 8-83

Ink Supply Station (ISS) PCA 8-86

Ink Leak Detector 8-88

Cooling Fans 8-90

Electronics Module (as one complete Assembly) 8-92

Pinch-Wheels 8-93

Pinch-Wheel Cam 8-95

Vacuum Fan 8-98

Paper-Axis Motor Assembly 8-100

Booster Fan 8-103

Media Sensor 8-104

Entry Roller 8-106

Center Guide Assembly 8-107

Drive Roller Gear 8-109

Front Platen Assembly 8-110

Center Platen Assembly 8-112

Deflectors 8-114

8	HP DesignJet 5000 Series Printers Service Manual

Table of Contents

Preventive Maintenance 9-1

Introduction 9-2

Service Preventive Maintenance 9-2

Warning/Stop Triggers 9-3

Routine Maintenance 9-5

Lens Maintenance 9-5

Carriage Interconnect Wiper 9-6

Roller Lubrification Kit 9-7

Slider Rods Lubrification Kit 9-8

Cleaning the Platen 9-9

Moisture on the Printer 9-10

Noisy Carriage Bushing 9-10

Belt Swelling 9-10

General Cleaning 9-10

Firmware Upgrade 9-11

Functional Overview 10-1

Introduction 10-2

Electrical System 10-2

Front Panel 10-3

Scan Axis 10-3

Paper Axis 10-4

Ink Delivery System (IDS) 10-5

Ink Cartridge 10-5

Ink Supply Station (ISS) 10-6

Tubes System 10-6

Printheads 10-7

Air Pressurization System (APS) 10-8

Leak Detect System (LDS) 10-8

Service Station 10-9

Print Head Cleaner (PHC) 10-9

Printer Specifications 10-10

Printable Area 10-13

Interface Specifications 10-13

Glossary

Index

HP DesignJet 5000 Series Printers Service Manual

Table of Contents

10	HP DesignJet 5000 Series Printers Service Manual

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 "Warning: Switch Power Off" 1-7

Problems with Vacuum 1-10

Vacuum suction much lower at high altitudes 1-10

Printhead Crashes/Smears on High Density Prints Using Coated 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 Gloss when using the Take-Up Reel 1-13

Loss of Gloss on HP Photo Imaging Gloss when using the Take-Up Reel 1-14

Wrinkles and scratches (cockle) on HP Coated and Heavyweight 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 Configuration 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

This chapter will guide you through the relevant steps to take when troubleshooting the Printer.

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.

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.

NOTE

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.

When reporting the System Error Code, make sure that you supply the full Error Code (including the last 8 numbers 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.

When reporting the Error Code, make sure that you supply the full Error Code and the firmware version (displayed during 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

NOTE

Troubleshooting

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.

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.

Is the Printer calibrated correctly after replacing a component? Refer to the table on Page 5-2 to determine when a calibration is required.

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.

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].

HP DesignJet 5000 Series Printers Service Manual

1-3

Troubleshooting

Chapter 3, HP Ink Supplies Troubleshooting, 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].

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].

νWhich firmware revision the Printer is using.

νThe complete error number.

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

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 the wrong type.
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 Page 8-75) making sure
	that it is installed correctly.
2.	If the problem persists replace the BootROM DIMM Page 8-75.
	For more information, refer to “Electronics Problems” on page 1-21.
NOTE

	Troubleshooting Media Jams/Printhead Crashes
	If using HP Coated Media when problem occurred, please also
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 cases a media jam causes the media to lift 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?

νIf 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. To 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.

2.Is the customer using non-HP media?

νThe 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 .

1-6	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:
	ν Check Printhead Cleaner Path.
	ν Check Paper Path.
	ν 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.
	In each case, make sure that you power OFF the Printer before
WARNING
	attempting any procedures to resolve the problem.
	Check Printhead Cleaner Path
	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.

νIf 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 connector are closed completely. Check also that the Service Station cable is not damaged.

νIn 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.

νIf the problem disappears without the Printhead Cleaners, reinsert them into the Service Station and see whether the problem reappears. If the problem reappears, replace the complete set of Printhead Cleaners.

νIf 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

NOTE

This warning appears whenever the friction on the Paper-Axis 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 common reason for this error is an 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.

νCheck that there are no pieces of paper left inside the Printer, especially if it happens after a paper jam.

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.

νAlso, check that the customer has inserted the spindle hubs completely, otherwise they may rub against the side plate and increase the friction.

νIf the error still persists, check that the Paper-Axis Motor cables are connected correctly and that they are not damaged.

ν If the Printer still fails, replace the Paper-Axis Motor Page 8-100.

Turn the Drive Roller by hand once the motor is removed to verify that it turns smoothly. Also, after replacing the Paper-Axis Motor, perform the Media-Axis Test ( Page 4-12) and check that the values are within the given limits.

ν If the Printer still fails, replace the Main PCA Page 8-79.

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.

ν Apply Oil along the complete axis of the Slider Rods with the User’s Slider Rods Lubrification Kit Page 9-8.

νAlso, switch OFF the Printer and move the Carriage from side to side to verify that it moves smoothly.

νIf the Printer still fails, check that the Scan-Axis motor is connected correctly to the Main PCA and that the cable is not damaged.

ν If the error remains, replace the Belt ( Page 8-46) or the ScanAxis Motor Page 8-55.

1-8	HP DesignJet 5000 Series Printers Service Manual

	Troubleshooting

	Also, after replacing the Scan-Axis Motor, perform the Scan-Axis Test
NOTE
	( Page 4-10) and check that the values are within the given limits.
	ν If the Printer still fails, replace the Main PCA Page 8-79.
	Check Printhead Path (2)
	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.
	ν Switch OFF the Printer and move the Carriage from side to side
	to verify that it moves smoothly.
	ν 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.
	ν 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.
	ν Clean the Printheads and the Carriage interconnects (refer to page
	9-6, Carriage Interconnect Wiper ) and reseat the failing Printheads.

HP DesignJet 5000 Series Printers Service Manual

1-9

Troubleshooting

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:

ν Check that the holes in the Center Platen are NOT blocked.

ν Clean the Overdrive using the Platen Cleaning Utility Page 9-9.

ν Check that the Vacuum and Booster Fans are installed correctly.

ν	Replace the Vacuum Fan	Page 8-98.
ν	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.

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:

νInk Smearing on the Media.

νPrinthead crashes against the Media.

νCut Sheet loading problems (high probability).

νRoll Media loading problems (low probability).

To solve the problem, try the following:

νUsing 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

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:

νTry using Heavy Weight Coated Media instead of Coated Media.

νChange 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.

νUse the Deflectors.

ν 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:

νNever use HP Coated Media for High Density prints. As a substitute use HP Heavy Weight Coated or Heavy Weight Coated (Economy) Media.

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:

νSelect the same color emulation settings in your Postscript Driver as the one used by the printer you want to emulate.

νSelect the correct Ink Emulation from the Printer Setup Menu/ Internal RIP Settings.

HP DesignJet 5000 Series Printers Service Manual

1-11

Troubleshooting

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:

νPerform the Accuracy Calibration in the new environmental conditions (Refer to the User’s Guide - Media Solutions).

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:

νSelect the Media loaded in the “Media Options” menu and perform the Accuracy Calibration (Refer to the User’s Guide - Media Solutions).

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 printing restarted. 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:

νDo NOT remove the Ink Cartridge while the Printer is Printing. Only replace/remove Ink Cartridges in between Prints.

νIf 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

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:

νReduce 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).

νLaminate the prints.

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:

νIncrease the Dry Time using the Front Panel (Refer to the User’s Guide).

νLaminate the prints.

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:

νReduce 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).

νIncrease the Dry Time using the Front Panel (Refer to the User’s Guide).

νDo 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

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:

νIncrease the Dry Time using the Front Panel (Refer to the User’s Guide).

νDo not use the Take-Up Reel or Bin for this media when humidity levels are high.

High density prints can cause dry cockle mainly on Paper Based

Media.

To solve the problem do the following:

νUse the Take-Up Reel and Take-Up Reel deflectors.

νSet the Printer to Productivity mode to reduce the ink density.

νSelect Coated media modes

If the problem persists, try the following:

νLaminate the prints.

νUse 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

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:

νAlways handle plots with care.

νUse of the Take-Up Reel eliminates handling and avoids wrinkles.

νUse heavier media.

νFor Heavyweight Coated media, select faster print modes such as Heavyweight Coated (Economy) for Media selection, and/or

Productivity Print mode.

νIf damage is slight, Lamination will help towhead’ defects.

νUse of Fixative Sprays immediately after printing may protect the image.

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:

νAdvance the media manually by 15 mm.

νSelect Heavy Coated for Media setting.

νSelect Productivity mode to reduce ink density.

HP DesignJet 5000 Series Printers Service Manual

1-15

Troubleshooting

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:

νIncrease the drying time using the Front Panel settings (Refer to the User’s Guide).

νDo not use the Take-Up Reel or Bin under conditions of high humidity.

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:

νUse extended margins for banner plots (Refer to the User’s Guide).

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.

νTo 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. To 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:

νCheck that the media sensor cable is connected correctly

νCheck that the media sensor cable is not damaged and that the media sensor is clipped correctly.

ν 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 as Coated or PhotoGloss) into the Printer. If the message comes up during the loading

process, the Lens Cover Assembly is either not installed correctly or it is dirty. In this case, replace the Lens Cover Assembly Page 9-5. If this fails, replace the Carriage Assembly Page 8-46.

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.

νSwitch 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.

νIf the problem persists, check that the Electrical Cable is connected correctly to the ISS PCA.

ν Replace the ISS PCA ( Page 8-86) or the Ink Tubes system ( Page 8-25).

DesignJet 5000 Series

Large-Format Printers

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 appears after the insertion 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.

νTo isolate the problem, remove the Trailing Cable from the back of the Printer and check whether the Printers powers up correctly.

νIf 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 Assembly.

νIf the Printer did not initialize correctly, even after removing the Trailing Cable, the problem is either in the Main PCA or the ISS PCA. So, once again, to isolate the failure, disconnect first the ISS cable and check whether the Printer 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.

νIf the Printer still does not initialize, even after removing the Trailing Cable and the ISS cable, replace the Main PCA.

1-18	HP DesignJet 5000 Series Printers Service Manual

+ 374 hidden pages