HP DesignJet 500, DesignJet 800s Service Manual

DesignJets 500 and 800 SeriesHP Large-Format Printers

Service Manual

For HP Internal Use Only

©Copyright Hewlett-Packard
Company 2000

This document con ta ins
proprietary information that is
protected by copyright. All rights
are reserved. No part of this
document may be photocopied,
reproduced, or transla te d to
another language without the
prior written consent of Hewlett­Packard Company.

First Edition, August 2000

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 contai ne d herein
or for incidental or consequentia l
damages in connection with the
furnishing, performan ce, or use
of this material.

WARNING

The procedures descr ibed in this
manual are to be performe d by
HP-qualified service pe rsonnel
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 eart h
(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 th e
enclosure.

Electrostatic Discharge

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

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 corre ct ly 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.

T echn ical Marketing,
Barcelona Division,

Hewlett-Packard Espanola, S.A.
Avda. Graells, 501
08190 Sant Cugat del Valles
Spain

Safety Symbols

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

1

DesignJets 500 and 800 SeriesHP Large-Format Printers

Service Manual

Using this Manual

Purpose

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

n HP DesignJet 500 Printer - 24” Model (P/N C7769B)
n HP DesignJet 500 Printer - 42” Model (P/N C7770B)
n HP DesignJet 500PS Printer - 24” Model (P/N C7769C)
n HP DesignJet 500PS Printer - 42” Model (P/N C7770C)
n HP DesignJet 800 Printer - 24” Model (P/N C7779B)
n HP DesignJet 800 Printer - 42” Model (P/N C7780B)
n HP DesignJet 800PS Printer - 24” Model (P/N C7779C)
n HP DesignJet 800PS Printer - 42” Model (P/N C7780C)

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

Readership

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

Part Numbers

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

Conventions

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 DesignJets 500 and 800 Series Printers Service Manual

Table of Contents 1

Troubleshooting 1-1

Introduction 1-2
Troubleshooting System Error Codes 1-2
Solving Print Quality Problems 1-3
Cover Sensors are not Working 1-3
The Line Sensor has Problems Detecting Media 1-3
Troubleshooting Paper-Axis Shutdowns 1-4
Problems with the Vacuum Fan 1-5
Vacuum suction much lower at high altitudes 1-5
HP-GL/2 color differences in different HP DesignJet Printers 1-6
Banding at variable extreme environmental conditions 1-6
The Priming Procedure Fails 1-7
Using the Power Switch LED to Troubleshoot 1-10
Using the Boot-Up Sequence to Troubleshoot 1-12
Using the Formatter/Accessory Card LEDs to Troubleshoot 1-14

Table of Contents

System Error Codes 2-1

Introduction 2-2
Continuable and Non-Continuable Error Codes 2-2
System Error Codes - Explanation 2-2
Error Log Utility 2-5
Accessing the Error Log Utility 2-5

Ink Supplies Troubleshooting 3-1

What are the Ink Supplies? 3-2
Ink Cartridges 3-2
Printheads 3-3
Identifying the Components 3-3
General Information About the Ink Supplies 3-4
Some General Precautions When Handling the Ink Supplies 3-5
When Should You Replace the Ink Cartridges? 3-6
When Should You Replace the Printheads? 3-7
Obtaining Ink Cartridge Information 3-9

HP DesignJets 500 and 800 Series Printers Service Manual

3

Table of Contents

Obtaining Printhead Information 3-10
Ink Cartridge Status Messages 3-12
Ink Cartridge Status While Replacing 3-12
Printhead Status Messages 3-13
Printhead History Utility 3-14
Accessing the Printhead History Utility 3-14
Is the Printer Causing Repetitive Printhead Problems? 3-16
Is the User Replacing the Printheads too Early? 3-18
Troubleshooting Repetitive Ink Cartridge Messages 3-20
Troubleshooting Repetitive Printhead Error Messages 3-21
Printhead Error Codes 3-22
Summary of Solving Ink Supplies Problems 3-23

Service Tests and Utilities 4-1

Introduction 4-2
Phone Support 4-2
Diagnostics - Self Test 4-2
Service Tests (Diagnostics) 4-3
Entering the Service Tests Menu 4-4
Ink Supply Station 4-6
Carriage Movement 4-8
Paper Advance Test 4-10
Service Utilities 4-13
Entering the Service Utilities Menu 4-14
EEROM Setup 4-16
Turn Drive Roller 4-21
Unlock Carriage 4-22
Prime Tubes 4-23
Change Cutter 4-24
Change Ink Tubes 4-25
Printer Information 4-26

Service Calibrations 5-1

Entering the Service Calibrations Menu 5-3
Printhead Alignment (includes PPS Calibration) 5-5
Color Calibration 5-7
Advance Calibration 5-9
Factory Advance Calibration 5-11

4

HP DesignJets 500 and 800 Series Printers Service Manual

Table of Contents

Print Quality 6-1

Print Quality 6-2
Print Quality Troubleshooting Checklist 6-2
How to Use the Troubleshooting Procedure 6-4
What is the Troubleshooting Procedure? 6-4
Considerations for Using the Troubleshooting Procedure. 6-4
Performing the Troubleshooting Procedure 6-4
Troubleshooting Procedure Flowchart 6-7
No Printing Defects Found Using the Troubleshooting Procedure 6-8
Solving Color Accuracy problems 6-9
Color Consistency problems 6-9
Long Term Color Bleeding (Glossy Papers) 6-9
Media 6-10
There are Smears or Scratching on the Printed Media 6-10

Parts and Diagrams 7-1

Printer Support 7-2
Right Hand Cover 7-4
Left Hand Cover 7-6
Top Cover and Deflectors 7-8
Rollfeed Module 7-10
Back Platen Assembly 7-12
Electronics Module 7-14
Power Supply 7-16
Cutter Assemblies 7-18
Ink Delivery System 7-20
Service Station and Spittoon 7-22
Service Station Holder 7-24
Pinch-Wheel Assemblies 7-26
Scan-Axis Motor 7-28
Drive Roller Encoder Sensor 7-30
Print Platen Assembly 7-32
Carriage Assembly 7-34
Vacuum Fan 7-36
Interconnect Cable 7-38
Paper-Axis Motor 7-40
Drive Roller 7-42
Miscellaneous Items 7-44

HP DesignJets 500 and 800 Series Printers Service Manual

5

Table of Contents

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
Left Hand Cover 8-5
Right Hand Cover 8-7
Front Panel 8-9
Window and Top Cover 8-10
Media Deflectors 8-11
Left End Roll-Feed 8-13
Right End Roll-Feed 8-15
Back Platen 8-17
Media Sensor 8-19
Formatter 8-20
LAN Card 8-21
Spittoon 8-23
Electronics Module 8-24
Power Supply 8-27
Scan-Axis Motor Assembly 8-29
Cutter Assembly 8-32
Left Encoder Holder 8-33
Cutter Bushing 8-35
Cutter Guide Bracket 8-36
Drive Roller Encoder Sensor 8-38
Trailing Cable 8-40
Ink Supply Station 8-48
Interconnect PCA 8-50
Service Station and Aerosol Fan 8-52
Cutter Guide 8-55
Print Platen 8-56
Service Station Holder 8-57
Interconnect Cable 8-59
Ink Supply Tubes 8-60
Vacuum Fan 8-64
Pinch-Arm 8-66
Pinch-Arm Mechanism 8-67
Pinch-Arm Lever 8-69

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HP DesignJets 500 and 800 Series Printers Service Manual

Pinch-Arm Sensor 8-71
Fork Idler, Tensioner and Idler Pulley 8-74
Encoder Strip 8-76
Carriage Assembly (Including Belt) 8-78
Paper-Axis Motor 8-84
Drive Roller 8-86
Gear Assemblies 8-92

Preventive Maintenance 9-1

Moisture on the Printer 9-2
Noisy Carriage Bushing 9-2
Belt Swelling 9-2
Cleaning the Printer 9-2
General Cleaning 9-2
Cleaning the Drive Roller/Print Platen 9-3
Scheduled Maintenance 9-3
Level of Printer Usage 9-3
Scan-Axis Maintenance 9-4

Table of Contents

Functional Overview 10-1

Introduction 10-2
SKU Overview 10-2
Electrical System 10-3
Introduction 10-3
Hardware Description 10-3
Power Supply Unit (PSU) 10-5
Front Panel 10-6
Ink Delivery System (IDS) 10-7
Ink Supply Station (ISS) 10-7
Tubes Assembly 10-9
Service Station 10-10

Glossary
Index

HP DesignJets 500 and 800 Series Printers Service Manual

7

Table of Contents

8

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting 1

Introduction 1-2
Troubleshooting System Error Codes 1-2
Performing a Service Test on a Failed Assembly 1-2
Performing the Necessary Service Calibrations 1-2
Solving Print Quality Problems 1-3
The Printer does not Power ON 1-3
Cover Sensors are not Working 1-3
The Line Sensor has Problems Detecting Media 1-3
Troubleshooting Paper-Axis Shutdowns 1-4
Problems with the Vacuum Fan 1-5
Vacuum suction much lower at high altitudes 1-5
HP-GL/2 color differences in diff erent HP DesignJet Printers 1-6
Banding at variable extreme environmental conditions 1-6
The Priming Procedure Fails 1-7
Using the Power Switch LED to Troubleshoot 1-10
Using the Boot-Up Sequence to Troubleshoot 1-12

HP DesignJets 500 and 800 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.

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.

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?

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 Chapter 5 - Service Calibrations.

1-2

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

Solving Print Qual ity Problem s

The Printer contains an internal Troubleshooting procedure which
helps you to diagnose and resolve the possible source of any Image
Quality or Line Quality defects. If Print Quality is poor before the
minimum life expectancy of the Printhead has been reached, the
Troubleshooting procedure should be performed which will
determine whether the Printhead needs replacing or not after
performing various levels of recovery actions.

For information on solving Print Quality problems see Chapter 6 -
Print Quality.

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 Front-Panel Cable is correctly connected to the

Interconnect PCA. Also make sure that the Front-Panel cable is not
damaged.

3 Check that the Interconnect Cable is properly connected at the both

ends of the Printer.

Cover Sensors are not Working

1 Check if the faulty sensor is installed correctly.
2 Check if the cable for the faulty sensor is connected correctly.
3 Replace the faulty Sensor (or the assembly that contains the Sensor).

The Line Sensor has Problems Detecting Media

1 Check the type of media that is being used since the Line Sensor

may have problems detecting transparent media or some types of
Non-HP media. Try loading white HP media in to the Printer and
check if the Line Sensor detects it.

2 Excessive ink deposits on the Print Platen surface can fool the

sensor by reflecting the light. Clean the Print Platen.

3 The Line Sensor is damaged or faulty. Replace the Carriage

Assembly ⇒ Page 8-78.

HP DesignJets 500 and 800 Series Printers Service Manual

1-3

Troubleshooting

Troubleshooting Paper-Axis Shutdowns

A Paper-Axis shutdown can happen when the Printer detects that
the Drive Roller is not moving but at the same time power is being
supplied to the Paper-Axis Motor (which should be turning the
Drive Roller).

The reasons for the Paper-Axis shutdown, and their solutions, are
explained as follows:

1 The Paper-Axis Motor does not respond to the electrical simulation.

n It is possible to determine whether the Paper-Axis is faulty by

performing the Paper Advance Test (Refer to Page 4-10). The
Printer will move the Motor backwards and forwards and
measure directly from the Motor Encoder whether the Paper-Axis
Motor responded to the force. If the Paper-Axis Motor did not
respond, the solution would be to replace the Paper-Axis Motor
⇒ Page 8-84.

2 The Transmissi on Gears, which transm it the movement to the Drive

Roller, are not turning. This problem could be caused either by
blockage of the gears (caused by an obstacle) or by one of the gears
being damaged. To solve the problem, try the following:

n Remove the Back Platen ⇒ Page 8-67 and check if there are any

obstacles blocking the Gears. Remove the obstacles if necessary.

n Remove the Back Platen ⇒ Page 8-67 and check if the

Transmission Gears are damaged. If the Gears are damaged,
replace the Gear Assemblies ⇒ Page 8-92.

3 The Drive Roller cannot move because of an obstacle or because it

is damaged. To solve the problem, try the following:

n Remove the Back Platen ⇒ Page 8-67 and check if there are any

obstacles blocking the Drive Roller. Remove the obstacles if
necessary.

n Remove the Back Platen ⇒ Page 8-67 and check if the Drive

Roller is damaged. If the Drive Roller is damaged, replace the
Drive Roller ⇒ Page 8-86.

4 The Drive Roller Encoder Sensor is faulty

n It is possible to determine whether the Encoder Sensor is faulty

by loading a sheet of paper from the front of the Printer. If the
Drive Roller is working, the sheet will be loaded correctly, and
the Printer will detect that media has been loaded (using the
Media Sensor). Therefore the problem must be the Encoder
Sensor and the solution would be to replace the Encoder Sensor
⇒ Page 8-38.

1-4

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

Problems with the Vacuum Fan

If you have problems loading either Roll or Sheet Media, then there
could be a problem with the Vacuum Fan. To verify if there really is
a problem with the Vacuum Fan, 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 Fan holds the
sheet in place, and then loads it correctly, then the Vacuum Fan
functions correctly. If the Vacuum Fan 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 Check that the Vacuum Fan is installed correctly.
n Replace the Vacuum Fan ⇒ Page 8-64.

2 If the Vacuum Fan held the sheet in place, but couldn’t correctly

load it, then there could be a problem with the Drive Roller. In this
case, replace the Drive Roller ⇒ Page 8-86.

Vacuum suction much lower at high altitudes

Sometimes, at high altitudes, 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).

The solution to this would be to change the Vacuum force by
changing the Altitude setting. This can be done via the front panel
⇒ Set-up Menu / Altitude.

HP DesignJets 500 and 800 Series Printers Service Manual

1-5

Troubleshooting

HP-GL/2 color differences in different HP DesignJet
Printers

Color differences between one image printed on the HP DesignJet
500/800 Series and the rest of the DesignJet platforms are due to the
different chemistry of the 500/800 series inks compared with the
rest of the inks for other printers. This color variability among
different HP DesignJet Series Printers has always been present. To
solve the problem, try the following:

n Perform the color calibration from the driver at the time of

printing. However, that calibration is not very accurate but it may
help in the most severe cases.

n Some applications have color controls for the user to modify the

image in order to obtain the desired colors.

n Printing with PostScript reduces the problem significantly.
n Avoid very long exposures to extreme environmental conditions

after printing with glossy media (more than 12 hours at 80%
humidity may result in severe changes in color).

Banding at variable extreme environmental conditions

Since the Accuracy Calibration has been done at normal
environmental conditions, 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).

1-6

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

The Priming Procedure Fails

When the customer first receives the Printer, it is suppli ed with a set
of four Start-up Printheads pre-installed in the Printhead Carriage.
These Start-up Printheads are used for the priming of the tubes in
the Ink Delivery System.

When the Printer is powered ON for the first time, the Printer will
automatically perform the priming process. Without the priming
process, the customer will NOT be able to use the Printer.

The initial startup assumes that the S tart-up Print heads ar e installe d,
but the Printer cannot detect them because the Printer can only
detect normal Printheads. If normal Printheads are installed during
the initial startup, the Printer will request the User to remove them
and check if they really have been removed. It will then request the
User to install the Start-up Printheads.

Also the Printer will request the User to install the Ink Cartridges if
they have not been installed already. If the Ink Cartridges contain less
than 20cc of ink (the Ink Cartridges are encoded with the quantity of
ink remaining) they will be rejected. Normally with a new Printer this
should not be a problem since the Printer comes with Ink Cartridges
that are full, but there maybe cases when the Ink Supply Tubes need
to be replaced, in which case half empty Ink Cartridges may be used.

Once the Printer assumes that the

Start-up

Printheads and Ink Cartridges

with enough ink are installed, the priming process will begin.
If the priming process is completed successfully, the Printer will

directly proceed to the Printhead replacement procedure in order to
replace the used Start-up Printheads with normal Printheads.

Once the priming process has started, it can fail due to 2 different
problems:

n The Ink Supply Tubes were not completely empty - This is the

most common cause especially if the Printer has been powered
ON and OFF several times with t he Ink Ca rtridges instal led sinc e
the initialization process performs at least one pumping cycle.

n The Printer detects that one or more of the tubes cannot be

detected as filled with ink - The most likely cause for this
problem is Ink Cartridges with a faulty valve.

Even if the priming process fails, the Printer will try to verify
whether the priming process has been completed by moving the
Carriage to the access position and you will see the following

HP DesignJets 500 and 800 Series Printers Service Manual

1-7

Troubleshooting

message on the Front Panel:

Unable to prepare
ink system.
Open window to check
SETUP printheads

Open the Window and you will see the following message on the
Front Panel:

Menu

1. Lift printhead cover

2. Check if there is ink
inside printhead windows

3. Press ENTER to continue

Back

Enter

Check for ink

Open the Carriage Cover and check if there is ink inside the Start-up
Printheads. On the Front Panel you will see the following question
and you will need to select the answer depending on whether the
Start-up Printheads were filled with ink or not:

Menu
Are all printhead windows
filled with ink?

ALL with some ink
NOT all with ink

Back

Enter

If there is ink in all of the Start-up printheads, the Printer considers
that the priming procedure has been completed successfully and will
proceed to the Printhead replacement process.

1-8

If you select NOT all with ink the Printer will react differently
depending on the source of the problem:

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

NOTE If you need to reseat the Start-up Printheads, make sure you re-

insert them in the same color slot in the Carriage.

n The Printer will request you to reseat the Start-up Printheads (or

in the case of missing Start-up Printheads you should install them
or order new ones) and then retry the priming process (if the
priming process fails 3 times because of the same problem, it will
display a System Error). In this situation, the problem could be
the following:

1 The S tart-up Printhe ads were not insta lled correctly or they are

missing (one or all of them).

2 The Start-up Printheads do not work properly and do not allow

air to flow (one or all of them).

3 The Ink Supply Station fails to pressurize the Ink Cartridges.

To check this, perform the Ink Supply Station test ⇒ Page 4-6.

4 The Ink Supply Tubes are blocked, preventing the ink from

flowing correctly.

n If a System Error is displayed, try the following:

1 The Ink Cartridge valve is broken so the Ink Cartridge should

be replaced.

2 The Start-up Printhead is not working properly and allows ink

to flow outside.

3 The Ink Supply Tube is leaking.

NOTE The last 2 cases will be more obvious because there will be a lot

of ink in the Printer (around 20 cc of ink). Remove the Ink
Cartridges and release the Tubes Bracket from the Ink Supply
Station and check if there is ink in this area.

For more information on this problem, refer to System Error 93:10
on Page 2-19.

HP DesignJets 500 and 800 Series Printers Service Manual

1-9

Troubleshooting

Using the Power Switch LED to Troubleshoot

In certain circumstances the LED located in the power switch
(located on the left hand side of the Printer) can help to troubleshoot
the Printer . The LED can be OFF , ON or flashing and using di fferent
combinations can indicate different problems.

NOTE You should only use the LED to troubleshoot when the Printer

does not Power up completely. The LED may flash in other
circumstances which are completely normal and this does not
mean that there is a problem with the Printer.

LED OFF

LED ON

LED is OFF - This indicates that the Power Supply Unit is
completely dead. Try the following:

1 Check that power cord is connected correctly to the Printer and to

the Power Socket. Also make sure that you firmly press the Power
Switch to the ON position.

2 Replace the Power Supply Unit ⇒ Page 8-27.

LED is ON (all the time) - This indicates that the Main PCA is

completely dead. Replace the Electronics Module ⇒ Page 8-24.

LED is Flashing continuously

- A problem has been detected with the

previous firmware upgrade. Try resending the firmware upgrade file.
LED Flashes twice every few seconds - The Printer cannot detect

1-10

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

the Interconnect Cable. Try the following:

1 Check that the Interconnect Cable is connected correctly to the

Electronics Module and to the Interconnect PCA.

2

If the Interconnect cable is connected correctly and the LED continues
to flash twice then replace the Interconnect Cable ⇒ Page

8-59

.

LED Flashes 3 times every few seconds - The Printer cannot
detect the Front Panel. Try the following:

1 Check that the Front Panel is connected correctly to the Interconnect

PCA.

2 Check that the Interconnect Cable is properly connected at the both

ends of the Printer.

3 If the Front Panel is connected correctly and the LED continues to

flash 3 times then replace the Front Panel ⇒ Page 8-9.

eplace the Interconnect Cable ⇒ Page

4 R
5

Replace the Electronics Module ⇒ Page

LED Flashes 4 times every few seconds

8-59

.

8-24

.

- This indicates that the

Main PCA has failed. Replace the Electronics Module

LED Flashes 5 times every few seconds

- This indicates that the

Main PCA has failed. Replace the Electronics Module

⇒

⇒

Page

Page

8-24

8-24

.

.

HP DesignJets 500 and 800 Series Printers Service Manual

1-11

Troubleshooting

Using the Boot-Up Sequence to Troubleshoot

When you Power On the Printer, the Printer performs the Boot-Up
sequence which initializes the major components of the Printer. If
for some reason the Boot-Up sequence fails because a component
has failed to initialize, the following explanations will help you to
locate the failing component:

During the first phase of the Boot-up sequence (all the squares turn
grey) the Printer is initializing the Operating System. If for some
reason this sequence fails, try the following:

1 Switch the Printer Off and wait a few minutes. Switch the Printer

On again and check if the initialization sequence is successful.

2 If the initialization sequence fails again, replace the Electronics

Module ⇒ Page 8-24.
During the second phase of the Boot-up sequence (all the squares

turn black) the Printer is initializing various components (too
numerous to mention). In normal circumstance s, if a component fails
during this sequence a System Error will appear and you sho uld refer
to Chapter 2 -

System Error Codes

. The following information

explains what is being initialized as each square turns black:
Initializing various components of the Main PCA.
Initializing various components of the Main PCA.
Initializing a portion of the Firmware.
Initializing various components of the Main PCA.

1-12

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

Initializing various components of the Main PCA.
Initializing a portion of the Firmware.
Initializing the I/O.
Initializing the User Interface (Front Panel menus).
Initializing a portion of the Firmware.
Initializing the Formatter.
Initializing the communication between Main PCA and Formatter.
End of initialization sequence.

Entering Service Menu at Power Up - Only for Onsite Repair

If the Printer fails to initialize completely bec ause of a System Error
and you need to use the Service Menu (Service Tests and Utilities),
the Printer can be powered up in Service Mode by pressing the Up
and Enter keys while switching the Printer ON. This will give you
access to some of the Service Tests and Utilities without having to
complete the System Initialization (if you perform some of the tests,
they will need to initialize the relevant part of the System).

HP DesignJets 500 and 800 Series Printers Service Manual

1-13

Troubleshooting

Using the Formatter/Accessory Card LEDs to
Troubleshoot

In certain circumstances the LEDs located in the Formatter or HP­GL/2 Accessory Card can help to highlight certain failures. There
are 3 LEDs, Red, Yellow and Green and using different
combinations can indicate different problems.

The LED’s on the Formatter
can be seen without having to
remove the Left Hand Cover.

LED’s on the HP-GL/2
Accessory Card

LED’s on the Formatter

1-14

n The yellow LED (normally flashing) indicates that the Formatter/

Accessory Card is alive. If it stops flashing, it means that the
Formatter/Accessory Card has failed and should be replaced.

n

The green LED indicates that there is power being supplied to the

HP DesignJets 500 and 800 Series Printers Service Manual

Troubleshooting

Formatter/Accessory Card. If the green LED is NOT lit and the
LED in the Power Switch is ON, then it could mean that the
Formatter/Accessory Card is badly connected or that the Printer if
switched OFF. If after reseating the Formatter/Accessory Card, the
problem persists, try the following:

1 Switch the Printer OFF and remove the Formatter/Accessory Card

BUT leaving the LAN Card installed (if available). Switch the
Printer ON. If the Printer powers up correctly and the LAN Card
works properly , then try step 2. If the LAN Card doesn’t work, then
try step 3.

2 Switch the Printer OFF and remove the LAN Card from the current

slot and install the Formatter/Accessory Card in the same slot (that
was previously used by the LAN Card). Switch the Printer ON and
check if the green LED in the Formatter/Accessory Card is lit. If the
green LED is NOT lit, it means that the Formatter/Accessory Card
is faulty and should be replaced.

If the green LED is lit, then switch the Printer OFF and install the
LAN Card in the vacant slot. Switch ON the Printer and check if the
LAN Card works properly. If the LAN Card does NOT work, then
there is a problem with the Electronics Module and should be
replaced ⇒ Page 8-24.

3 Switch the Printer OFF and remove the LAN Card. Switch ON the

Printer and check if it initializes completel y. If it initializes correctly
without any problems, then the problem could be with the
Electronics Module and should be replaced ⇒ Page 8-24.

4 If the Printer does not even start to power up (i.e. nothing seen on

the Front Panel and the LED in the Power Switch is NOT flashing)
without the LAN Card nor the Formatter/Accessory Card, but the
power switch LED is ON (all the time) the problem could be with
the Electronics Module or the Power Supply Unit.

n The red LED will flash a few times when the Printer is started up

but if it stays lit (all the time) or flashes continuously, then this
indicates that the Formatter/Accessory Card is faulty and should
be replaced.

HP DesignJets 500 and 800 Series Printers Service Manual

1-15

Troubleshooting

1-16

HP DesignJets 500 and 800 Series Printers Service Manual

System Error Codes 2System Error Codes 1

Introduction 2-2
Continuable and Non-Continuable Error Codes 2-2
System Error Codes - Explanation 2-2
Accessing the Error Log Utility 2-5
01:10 2-7
01:11 2-7
01:12 2-7
01:13 2-8
02:10 2-8
02:13 2-8
03:10 2-9
04:11 2-9
05:10 Warning (Only applicable to HP DesignJet 800 Series) 2-9
05:11 2-10
08:11 2-10
11:11 2-10
11:13 2-10
12:11 2-10
21:10 2-11
21:11 2-11
22:10 2-11
41:10 2-11
41:13 2-12
42:10 2-12
43:10 2-12
43:11 2-12
56:10 2-12
56:13 2-13
61:04 2-13
61:05 2-14
64:04 2-14
71:04 2-15
71:06 2-15
72:04 2-16
73:04 2-16
79:04 2-17
81:01 2-17
81:11 2-17
85:10 2-18
86:01 2-18
86:11 2-18
86:13 2-19
87:13 2-19
93:10 2-19

HP DesignJets 500 and 800 Series Printers Service Manual

2-1

System Error Codes

Introduction

System error codes are hexa-decimal based numbers generally
caused by internal system errors. The following pages contain 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.

Continuable and Non-Continuable Error Codes

Some of the Error Codes are continuable, which means you can
press Enter on the front-panel and continue working with the
Printer. Non-Continuable Error Codes do not allow you to continue
working with the Printer , in this case power the Printer OFF and ON
again and see if the System Error disappears. If the Error Code
reappears, then the Printer requires an on-site visit in order to
resolve the problem.

NOTE Even though the customer can continue working with a

Continuable Error Code, an on-site visit should still be planned
to troubleshoot the problem.

System Error Codes - Explanation

System Error Codes consist of 4 digits which explain which
component/system is failing and what action should be taken to
resolve the problem.

The following table explains the

Code Component/System

01 Main PCA/Electronics Module
02 Carriage/Carriage PCA
03 Power Supply Unit
04 Network Card
05 Formatter

first

2 digits of the System Error Code:

2-2

06 Hard Disk Drive
07 Interconnect PCA
08 Front Panel
11 Trailing Cable

HP DesignJets 500 and 800 Series Printers Service Manual

System Error Codes

Code Component/System

12 Carriage Flex Circuit
17 Interconnect Cable
21 Service Station
22 Ink Supply Station
23 Pressure System (APS)
24 Ink Delivery System
25 Spittoon
31 Cutter
32 Take-up Reel
33 Sheet Feeder
34 Dryer/Blower
41 Paper-Axis Motor
42 Scan-Axis Motor
43 Vacuum Fan
44 Aerosol fan
51 Window Sensor
52 Drop Detector
53 Media Sensor
54 Pinch-Arm Sensor
55 Line Sensor
56 Drive Roller Encoder Sensor
57 Ink Leak Detector
58 Color Sensor
59 Media Type Sensor
61 Language Interpreting
62 Input/Output through Parallel Port
63 Input/Output through Network Card
64 Input/Output through USB Port
71 Memory Management
72 Generic Firmware
73 Servo

HP DesignJets 500 and 800 Series Printers Service Manual

2-3

System Error Codes

Code Component/System

81 Media Advance
82 Media Cut
83 Single-Sheet Feeding
84 Roll Feeding
85 Media-Axis Encoder Reading
86 Carriage Movement
87 Scan-Axis Encoder Reading
91 Printhead Firing
92 Servicing
93 Ink Pumping

The following table explains the

last

2 digits of the System Error Code:

Code Recovery Action Response

01 Replace
02

Reseat/Reconnect/Clean/Adjust (manually)

Possible for

03
04 Power OFF
05 Upgrade System Firmware

Calibrate/Adjust (using Automatic Process)

customer to

perform

action

06 Upgrade Driver
07 Add Accessory
09 Wrong Part Installed
10 Replace
11
12
13 Power OFF
14 Upgrade System Firmware

Reseat/Reconnect/Clean/Adjust (manually)
Calibrate/Adjust (using Automatic Process)

On-Site

visit

required

2-4

15 Upgrade Driver
16 Add Accessory
19 Wrong Part Installed

HP DesignJets 500 and 800 Series Printers Service Manual

System Error Codes

Error Log Utility

The Error Log utility contains a record of the last 10 system error
codes the Printer has experienced. The purpose of this information
is to:

n Determine whether the Printer is experiencing repetitive failures.
n Determine whether the previous problems are causing the current

failure in the printer.

n Determine whether there are additional symptoms to the current

system error code.

The information that is stored for each error code is:

n The reported System error code.
n The code line in the Firmware where the error was triggered.
n The date when the error code was triggered.

Accessing the Error Log Utility

1 Press the ↑ or ↓ key until the front panel displays t he Setup Menu and

then press Enter

2 Press the ↑ or ↓ key until the front panel highlights Log.

Enter key.

.

Set-up menu

Press ENTER for
Set-up menu

Set-up menu

Expansion cards
I/O set-up
front panel
Altitude = 0-1000 m.
Log

Menu

Back

Enter

Press the

Menu

Back

Enter

HP DesignJets 500 and 800 Series Printers Service Manual

2-5

System Error Codes

3 Press the ↑ or ↓ key until the front panel highlights Errors. Press

the Enter key.

Log

Printheads
Errors

Menu

Back

Enter

4 Press the ↑ or ↓ key until the front panel highlights the error code

that you want to see information on.

Error log
Select for more info:

1 Error 21:10
2 Error 01:11
3 Error 21:11
4 Error 43:10

Press the Enter key.

Menu

Back

Enter

5 The front panel displays information on the selected item.

Error log

Error co d e : 21 :10
linefeed.c, 217
Date: 20-Sep-01

NOTE To view information on another Error Code, press BACK and

the front panel will return to the previous screen

2-6

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 01:10

System Error Codes

Problem
Description:

Electronics Module failure. The possible cause could be:

1. The Electronics Module is of the wrong type (a 16 MB
Electronics Module will not work in a 24" Model).

2. Reading, writing or initializing the EEROM failed.

3. One of the ASIC’s was not found within the Serial Bus that
connects the Electronics Module to the Carriage Assembly.

4. One of the ASIC’s did not respond to the Serial Bus that connects
the Electronics Module to the Carriage Assembly.

5. The Electronics Module is requesting a move to the Service
Station while the previous move is still being completed.

6. The Electronics Module Cooling Fan has reached its current
limit.

Corrective Action: Replace the Electronics Module ⇒ Page 8-24.

System Error: 01:11
Problem

Description:

The Electronics Module Cooling Fan badly connected.

Corrective Action: Reconnect the Cooling Fan (located on top of the Electronics

Module). If the Cooling Fan continues to fail, check that the
connector pins in the Electronics Module are NOT bent.

System Error: 01:12
Problem

Description:
Corrective Action: Configure the EEROM correctly using the EEROM setup utility ⇒

The EEROM is not configured correctly (the product number may
be missing).

Page 4-16.

HP DesignJets 500 and 800 Series Printers Service Manual

2-7

System Error Codes

System Error: 01:13
Problem

Description:

Electronics Module failure. The possible cause could be:

1. One of the ASIC’s in the Electronics Module is r eporting that i t is
too hot.

2. The interruptions from the Scan-Axis servo or from the Paper­Axis servo are not coming as regularly as they are expected or
are coming too late.

Corrective Action: Try the following:

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code continues, replace the Electronics Module ⇒

Page 8-24.

System Error: 02:10
Problem

Description:

Carriage failure. The possible cause could be:

1. The Carriage PCA is not compatible with the rest of the Printer.

2. The Carriage ASIC has problems initializing.

3. The +2.5V reference voltage generated in the Carriage PCA is
out of range.

4. One of the Carriage ASIC’s cannot be found within the Serial
Bus that connects the Electronics Module to the Carriage.

5. One of the Carriage ASIC’s did not respond to the Serial Bus that
connects the Electronics Module to the Carriage Assembly.

Corrective Action: Replace the Carriage Assembly ⇒ Page 8-78.

System Error: 02:13
Problem

Description:
Corrective Action: Try the following:

Carriage failure. The possible cause could be:

1. One of the ASIC’s in the Carriage is reporting that it is too hot.

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code continues, replace the Carriage Assembly ⇒

Page 8-78.

2-8

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 03:10

System Error Codes

Problem
Description:

Corrective Action: Replace the Power Supply Unit ⇒ Page 8-27.

System Error: 04:11
Problem

Description:
Corrective Action: Power OFF the Printer and reconnect the LAN Card.

System Error: 05:09 Error (Only applicable to HP DesignJet 500 Series)
Problem

Description:
Corrective Action: Power OFF the Printer and remove the Fo rmatt er and install the HP-

Power Supply failure.

LAN Card not detected.

Formatter installed instead of HP-GL/2 Accessory Card.

GL/2 Accessory Card ⇒ Page 8-20.

NOTE: If this Error Code appears on a DesignJet 800 Series Printer,
then the model number configured in the Printer is incorrect (the
Printer thinks it’s a DesignJet 500 Series Printer). In this case
reconfigure the model number ⇒ Page 4-16.

System Error: 05:10 Warning (Only applicable to HP DesignJet 800 Series)
Problem

Description:
Corrective Action: Power OFF the Printer and reseat the Formatter.

System Error: 05:10 Error (Only applicable to HP DesignJet 800 Series)
Problem

Description:
Corrective Action: Power OFF the Printer and replace the Formatter ⇒ Page 8-20.

System Error: 05:10 Error (Only applicable to HP DesignJet 500 Series)
Problem

Description:
Corrective Action: Power OFF the Printer and replace the HP-GL/2 Accessory Card ⇒

Formatter not detected.

Formatter failure.

HP-GL/2 Accessory Card failure.

Page 8-20.

HP DesignJets 500 and 800 Series Printers Service Manual

2-9

System Error Codes

System Error: 05:11
Problem

Description:
Corrective Action: Power OFF the Printer and reconnect the Formatter.

System Error: 08:11
Problem

Description:
Corrective Action: Reconnect the Front Panel.

System Error: 11:11
Problem

Description:
Corrective Action: Reconnect the Trailing Cable correctly.

System Error: 11:13
Problem

Description:

Formatter not detected.

Front Panel cannot be detected.

Trailing Cable badly connected.

Problem with setting the voltage of the Printheads.

Corrective Action: Try the following:

n Check that the Trailing Cable is connected correctly at both ends.
n Replace the Trailing Cable ⇒ Page 8-40.
n Replace the Carriage Assembly ⇒ Page 8-78.

System Error: 12:11
Problem

Description:
Corrective Action: Try the following:

A short detected in the Carriage Assembly.

n Remove ALL the Printheads and clean the flex contacts on the

Printheads and in the Carriage Assembly.

n Replace ALL the Printheads.
n Replace the Carriage Assembly ⇒ Page 8-78.

2-10

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 21:10

System Error Codes

Problem
Description:

Service Station failure. The possible cause could be:

1. The steps counted by the Service Station motor are not consistent
with the expected length of the current movement.

2. The Aerosol Fan has reached its maximum current limit.

3. The Service Station motor has shutdown because of blockage.

Corrective Action: Replace the Service Station/Aerosol Fan Assembly ⇒ Page 8-52.

System Error: 21:11
Problem

Description:
Corrective Action: Try the following:

System Error: 22:10
Problem

Description:

Service Station/Aerosol Fan cannot be detected or the Service
Station is badly adjusted.

n Reconnect the Service Station/Aerosol Fan Assembly.
n Reposition the Service Station trip lever.

Ink Supply Station failure. The possible cause could be:

1. Reading, writing or initializing the backup EEROM failed.

2. One of the out-of-ink sensors (located in the Ink Supply Station)
is not reporting what it should during the initializing process
while depressurizing.

Corrective Action: Replace the Ink Supply Station ⇒ Page 8-48.

System Error: 41:10
Problem

Description:
Corrective Action: Replace the Paper-Axis Motor ⇒ Page 8-84.

Paper-Axis Motor failure.

HP DesignJets 500 and 800 Series Printers Service Manual

2-11

System Error Codes

System Error: 41:13
Problem

Description:
Corrective Action: Try the following:

Error in the Paper-Axis Motor Encoder quadrature.

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code continues, replace the Paper-Axis Motor ⇒

Page 8-84.

System Error: 42:10
Problem

Description:
Corrective Action: Replace the Scan-Axis Motor ⇒ Page 8-29.

System Error: 43:10
Problem

Description:
Corrective Action: Replace the Vacuum Fan ⇒ Page 8-64.

Scan-Axis Motor failure.

Vacuum Fan failure.

System Error: 43:11
Problem

Description:
Corrective Action: Reconnect the Vacuum Fan.

System Error: 56:10
Problem

Description:
Corrective Action: Replace the Drive Roller Encoder Sensor ⇒ Page 8-38.

Vacuum Fan not detected.

Drive Roller Encoder Sensor error.

2-12

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 56:13

System Error Codes

Problem
Description:

Corrective Action: Try the following:

Error in the Drive Roller Encoder Sensor quadrature.

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code continues, replace the Drive Roller Encoder

Sensor ⇒ Page 8-38.

System Error: 61:04
Problem

Description:
Corrective Action: Try the following:

Firmware Error.

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem, or if new

Firmware release was not available, then contact the HP
Response Center (or directly to the Division) supplying the
following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

4-26

).

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information ⇒ Page

2-5

).

HP DesignJets 500 and 800 Series Printers Service Manual

2-13

System Error Codes

System Error: 61:05
Problem

Description:

Error Processing Job. This Error Code only appears in HP DesignJets
800 Series, or in the HP DesignJet 500 Series
installed, when processing either a PostScript or HP-GL/2 file.

Corrective Action: Try the following:

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and resend the file that you were trying to print.

n If the Error Code reappears after resending the file, then try

generating the file again and try to print again.

n If the file that is causing this error is PostScript, check if it is

Binary. If the file is Binary, use AppleTalk to send the file to the
Printer. If AppleTalk is not being used to send the Binary file to
the Printer, then change the PostScript settings to Binary through
the Front Panel (Set-up menu / PS settings / Encoding / Binary).

n If the Error Code continues to reappear, check for a new release

of the Driver.

System Error: 64:04
Problem

Description:

Firmware Error (USB Port).

with

an HP-GL/2 car d

Corrective Action: Try the following:

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem, or if new

Firmware release was not available, then contact the HP
Response Center (or directly to the Division) supplying the
following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information ⇒ Page

4-26

).

2-5

).

2-14

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 71:04

System Error Codes

Problem
Description:

Problem allocating Memory. This Error Code only appears in HP
DesignJets 800 Series, or in the HP DesignJet 500 Series
GL/2 card installed.

Corrective Action: Try the following:

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem, or if new

Firmware release was not available, then contact the HP
Response Center (or directly to the Division) supplying the
following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information

⇒

4-26

Page

).

2-5

with

an HP-

).

System Error: 71:06
Problem

Description:

Out of Memory problem. This Error Code only appears in HP
DesignJets 800 Series, or in the HP DesignJet 500 Series with an
HP-GL/2 card installed, when processing either a PostScript or HP­GL/2 file.

Corrective Action: Try the following:

n Check the amount of RAM in the Printer using the Front Panel

(use the Printer Information utility ⇒ Page
install more memory into the Formatter.

n If the problem continues, try processing the file in the PC instead

of the Printer (select A void out of memory in Advanced options
in the Driver).

4-26). If necessary,

HP DesignJets 500 and 800 Series Printers Service Manual

2-15

System Error Codes

System Error: 72:04
Problem

Description:
Corrective Action: Try the following:

Problem in the Scan-Axis (Firmware Error).

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem, or if new

Firmware release was not available, then contact the HP
Response Center (or directly to the Division) supplying the
following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information

System Error: 73:04

⇒

4-26

Page

).

2-5

).

Problem
Description:

Corrective Action: Try the following:

Servo Error.

n Switch the Printer Off and wait a few minutes. Swit ch the Printe r

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem then

replace the Electronics Module ⇒ Page 8-24.

n If the problem continues, contact the HP Response Center (or

directly to the Division) supplying the following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information ⇒ Page

4-26

).

2-5

).

2-16

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 79:04

System Error Codes

Problem
Description:

Corrective Action: Try the following:

Firmware Error.

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.
n If the new Firmware release does not solve the problem, or if new

Firmware release was not available, then contact the HP
Response Center (or directly to the Division) supplying the
following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

utility ⇒ Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information

System Error: 81:01

⇒

4-26

Page

).

2-5

).

Problem
Description:

Corrective Action: If this error code appeared but was NOT caused by a paper jam, then

Paper-Axis shutdown.

try the following:

n Perform the Paper Advance Test

System Error: 81:11
Problem

Description:
Corrective Action: Refer to Error Code 81:01.

Paper-Axis shutdown (during the Paper Advance test).

⇒

Page

4-10

.

HP DesignJets 500 and 800 Series Printers Service Manual

2-17

System Error Codes

System Error: 85:10
Problem

Description:
Corrective Action: Try the following:

Paper-Axis Encoder error. The Drive Roller Encoder Sensor cannot
find the zero position of the Encoder Disk.

n Replace the Drive Roller Encoder Sensor ⇒ Page 8-38.
n If the Error Code continues, replace the Drive Roller ⇒ Page 8-

86.

System Error: 86:01
Problem

Description:
Corrective Action: If this error code appeared but was NOT caused by a paper jam, then

Carriage-Axis shutdown.

try the following:

n

T oo much frict ion in the Slider Rod. Enter th e Printer Information
utility (

⇒

Page

4-26

) and check the Scan-Axis usage. If the

percentage is close to 100%, then lubricate the Slider Rod.

n The Carriage is bumping into the Service Station. If the carriage

is stuck at the right hand side of the Printer and cannot be moved
out to the center of the Print Platen it is because the Service
Station cannot uncap the Printheads. In this case replace the
Service Station/Aerosol Fan Assembly ⇒ Page 8-52.

n Perform the Carriage Movement test ⇒ Page 4-8.

System Error: 86:11
Problem

Description:
Corrective Action: Refer to Error Code 86:01.

Carriage-Axis shutdown (during the Carriage Movement test).

2-18

HP DesignJets 500 and 800 Series Printers Service Manual

System Error: 86:13

System Error Codes

Problem
Description:

Corrective Action: Try the following:

Carriage-Axis shutdown (Firmware Error).

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code reappears, check for a new Firmware release.

n

If the new Firmware release does not solv e the problem, or if new
Firmware release was
(or directly to the Division) supplying the following information:

– Model and Serial Number of the Printer.
– Firmware release of the Printer (use the Printer Information

⇒

utility

Page

– The complete Error Code information, including the linefeed

where the error occurred (use the Error Log utility to obtain this
information

System Error: 87:13
Problem

Description:

Unable to read the Carriage Encoder Sensor.

⇒

4-26

Page

not

available, contact the HP Response Center

).

2-5

).

Corrective Action: Try the following:

n Switch the Printer Off and wait a few minutes. Swit ch the Printer

On again and check if the Error Code has disappeared.

n If the Error Code continues, replace the Carriage Assembly ⇒

Page 8-78 or the Encoder Strip ⇒ Page 8-76.

System Error: 93:10
Problem

Description:
Corrective Action: Try the following:

Ink System startup failed (also see Page 1-7 for more information).

n Check for a leak in the Printer . If a leak is evident (t here is ink on

Printer components), replace the Ink Supply Tubes ⇒ Page 8-60.

n Perform the Prime Tubes utility (Refer to Page 4-23) and check

how long it takes to complete the procedure. If it takes too l ong to
complete the procedure and there is no leak in the Printer, then
replace the Ink Cartridges. If it takes a short time to complete the
procedure, then replace the Ink Supply Tubes ⇒ Page 8-60.

HP DesignJets 500 and 800 Series Printers Service Manual

2-19

System Error Codes

2-20

HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

What are the Ink Supplies? 3-2

Ink Cartridges 3-2
Printheads 3-3

Identifying the Components 3-3
General Information About the Ink Supplies 3-4
Some General Precautions When Handling the Ink Supplies 3-5
When Should You Replace the Ink Cartridges? 3-6
When Should You Replace the Printheads? 3-7
Obtaining Ink Cartridge Information 3-9
Obtaining Printhead Information 3-10
Ink Cartridge Status Messages 3-12
Ink Cartridge Status While Replacing 3-12
Printhead Status Messages 3-13
Printhead History Utility 3-14
Accessing the Printhead Histo ry Utility 3-14
Is the Printer Causin g Repetitive Prin thead Problems? 3-1 6
Is the User Replacing the Printheads too Early? 3-18
Troubleshooting Repetitive Ink Cartridge Messages 3-20
Troubleshooting Repetitive Printhead Error Messages 3-21
Printhead Error C odes 3-22
Summary of Solving Ink Supplies Problems 3-23

3

HP DesignJets 500 and 800 Series Printers Service Manual

3-1

Ink Supplies Troubleshooting

What are the Ink Supplies?

For each of the four ink colors used in the Printer, there are two
separate components: the Printhead and the Ink Cartridge. Both
components are coded with an HP selection number to identify the
correct replacement supplies.

Printhead Ink Cartridge

69cc

Ink Cartridges

The Ink Cartridges for the HP DesignJet 500 and 800 Series Printers
require no maintenance or cleaning. As long as each Ink Cartridge is
inserted correctly into its slot, the ink will flow to the Printheads.

The Ink Cartridges are number coded as follows:

n HP No.10 for the Black Ink Cartridge.
n HP No.82 for the Cyan, Magenta and Yellow Ink Cartridges.

NOTE It is also possible to use HP No.11 Ink Car tridges for the Cyan,

Magenta and Yellow colors. The HP No.11 Ink Cartridges
contain 33cc of ink.

The front panel displays the status of the Ink Cartridge. With the
front panel, detailed information can be checked on the Ink
Cartridges, see page Page 3-9, Obtaining Ink Cartridge Information.

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Printheads

The Printheads are extremely durable and do not need to be replaced
every time an Ink Cartridge is replaced. They are independent of the
Ink Cartridges and will continue giving excellent image quality
results even if the Ink Cartridges are low on ink. In order to know
when to replace a Printhead, see page Page 3-7, When Should You

Replace the Printheads?

The Printheads are number coded HP No.11 for ALL colors.

If you notice a decline in print quality such as lines or dots missing
from text / graphics, go to page Page 6-4, Performing the
Troubleshooting Procedure.

Identifying the Components

The following illustration will help you identify the components of
the ink supplies.

HP DesignJets 500 and 800 Series Printers Service Manual

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Ink Supplies Troubleshooting

General Information About the Ink Supplies

For optimum results fr om the printer and modular ink delivery
system always follow these guidelines when handling the ink
supplies:

n Always install the Ink Cartridges and Printheads before the

expiration date, which is on the packaging.

n Install Ink Cartridges and Printheads in their color-coded slots.
n Follow the instructions on the front panel of the Printer during

installation.

n Avoid unnecessary removal of the Ink Cartridges and Printheads.
n When turning off the Printer always use the power Off button

located on the left hand side of the Printer. The Printheads are
then stored correctly which prevents them from drying out.

n The Ink Cartridges should never be removed while the Printer is

printing. They should only be removed when the Printer is ready
for you to replace them. The front panel will guide you through
the removal and installation procedure. See page Page 3-6, When

Should You Replace the Ink Cartridges?

3-4

HP DesignJets 500 and 800 Series Printers Service Manual

CAUTION

Ink Supplies Troubleshooting

Some General Precautions When Handling the Ink
Supplies

Do not touch, wipe or attempt to clean the Printhead nozzles. This can
damage the Printhead.

Do not touch the El ectrical Contacts

Do not touch, wipe or attempt
to clean the printhead nozzles.
This can damage the printhead.

C6074297a

Handle the Ink Supplies with care. In particular the Printhead,
which is a high precision device, must be handled very carefully.

n Do not touch the Printhead nozzles.
n Do not touch the Electrical contacts on the Printhead.
n Do not put the Printhead down on the nozzles.
n Do not be rough when handling the Printheads. Always set them

down gently.

n Do not drop the Printheads.
n Proper handling will assure optimum performance throughout the

Printhead life.

n Do not touch the end of the Ink Cartridge which is inserted into

the Printer as there may be a small amount of ink on the
connection.

n Avoid storing partially used Ink Cartridges on their ends.

HP DesignJets 500 and 800 Series Printers Service Manual

3-5

Ink Supplies Troubleshooting

When Should You Replace the Ink Cartridges?

When to change the Ink Cartridges is mostly determined by you
with guidance from the front panel. In conjunction with the
messages displayed in the front panel and the message explanations
in this chapter, you will be able to choose for yourself when is the
right time to change the Ink Cartridges.

The printer will also display the ink level and will tell you when the
Ink Cartridge is almost empty. This means you have constantly
updated information about the Ink Cartridges.

There are 3 circumstances when you need to replace the Ink
Cartridges which are explained as follows:

n Ink Cartridge Error message. When this message appears, the

Ink Cartridge has experienced a problem and should be replaced.
If this message appears repetitively, refer to Page 3-20,
Troubleshooting Repetitive Ink Cartridge Messages.

n Out of Ink message. When this message appears, the Ink

Cartridge is out of ink and should be replaced. If this message
appears repetitively, refer to Page 3-20, Troubleshooting
Repetitive Ink Cartridge Messages.

n Expiration message. When this message appears, the Printer is

warning you that the Ink Cartridge is close to the expiration date.
Once the expiration date has been reached, the Printer will stop
working and you will need to install a new Ink Cartridge in order
to proceed. If this message appears repetitively, refer to Page 3­20, Troubleshooting Repetitive Ink Cartridge Messages.

3-6

HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

When Should You Replace the Printheads?

In a normal situation, the Printhead should ONLY ever be replaced
when advised by the Printer. If Print Quality is poor, the first step
should ALWAYS be to perform the Troubleshooting procedure
(Refer to Page 6-4) which will determine whether the Printhead
needs replacing or not after performing various levels of recovery
actions.

The minimum life expectancy of the Printhead is anticipated to be
530cc for the Black Printhead and 200cc for the Color Printheads,
provided that the Printhead is used under normal operating
conditions (using HP Ink Cartridges only) and its “install before
date” has not lapsed. However results vary depending on the print
quality setting being used.

There are 3 circumstances when you need to replace the Printheads
which are explained as follows:

n Printhead Error message. When this message appears, the

Printer has determined that one of the Printheads has experienced
a problem and should be replaced. If this message appears
repetitively, refer to Page 3-21, Troubleshooting Repetitive
Printhead Error Messages.

n Printhead Error (unknown) message. When this message

appears, one of the Printheads has experienced a problem but the
Printer does not know which one it is.

In order to identify and replace the failing Printhead, try the following:

1 Select replace Printheads from the front panel.
2 Open the Carriage cover and remove ALL the Printheads.

HP DesignJets 500 and 800 Series Printers Service Manual

3-7

Ink Supplies Troubleshooting

3 Reinsert the Cyan Printhead only and close the Carriage cover and

the Window.

4 Check the front panel - if the status of the Cyan Printhead is X or ?

then the conclusion is that the Cyan Printhead is faulty and must be
replaced. If the status of the Cyan Printhead is OK the conclusion is
that the Cyan Printhead is working correctly. Repeat the process
from step 1 for the other Printheads to identify which one is failing.

n Printhead Warning message. When this message appears

(normally appears when you check the status of the Printheads by
selecting the Ink Menu), the Printer has determined that one of
the Printheads has worn out and should be replaced.

The Printer normally determines this when:

1 The Printhead Alignment fails due to a faulty Printhead and the

Printer tries to recover the Printhead (upto 3 times) but is not
successful after the 4th attempt at the Printhead Ali gnment (or if the
recovery process or the Printhead Alignments are cancelled).

2 The Troubleshooting process is performed but the Printer cannot

recover the failing Printhead even after performing the maximum
recovery action.

NOTE The user can continue using the Printer even with the Printhead

Warning message but will not get the maximum Print Quality
that the Printer is designed to provide, unless he replaces the
worn out Printhead.

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Obtaining Ink Cartridge Information

1 To get information on the Ink Cartridges press the ↑ or ↓ key until

the front panel displays the

Ink Menu. Press the Enter key.

Ink menu

Ink cartridges

Menu

Back

Enter

2 Press the ↑ or ↓ key until the front panel highlights Information.

Press the Enter key.

Ink Menu

Information
Color calibration
Troubleshooting
Align printheads
Replace printheads

Menu

Back

Enter

3 Press the ↑ or ↓ key until the front panel highlights Ink cartridges.

Press the Enter key.

Information

Ink cartridges
Printheads

Menu

Back

Enter

4 Press the ↑ or ↓ key until the front panel highlights the color that

you want to see information on.

Select ink cartridge

Ink levels
Cyan ink cartridge
Magenta ink cartridge
Yellow ink cartridge
Black ink cartridge

Press the Enter key.

Menu

Back

Enter

5 The front panel displays information on the selected Ink Cartridge.

Black cartridge info

Model: HP Black No. 10
Status: inserted
Expiration date:
15-Aug-2002
Serial number:
06-02-1232651
Ink level: 63cc (91%)

Menu

Back

Enter

HP DesignJets 500 and 800 Series Printers Service Manual

3-9

Ink Supplies Troubleshooting

The information displayed is:

n The model of the Ink Cartridge (No.10 for Black and No.82 for

the Colors is recommended).

n Status of the Ink Cartridge.
n The warranty expiration date of the Ink Cartridge.
n The Serial Number of the Ink Cartridge.
n The amount of ink remaining in the Ink cartridge (the error of the

ink level can be as much as + or - 25% according to the
specifications of the Printer).

Obtaining Printhead Information

1 To get information on the Printheads press the ↑ or ↓ key until the

front panel displays the

Ink Menu. Press the Enter key.

Ink menu

Ink cartridges

Menu

Back

Enter

2 Press the ↑ or ↓ key until the front panel highlights Information.

Press the Enter key.

Ink Menu

Information
Color calibration
Troubleshooting
Align printheads
Replace printheads

Menu

Back

Enter

3 Press the ↑ or ↓ key until the front panel highlights Printheads.

Press the Enter key.

Information

Ink cartridges
Printheads

Menu

Back

Enter

3-10

HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

4 Press the ↑ or ↓ key until the front panel highlights the color that

you want to see information on.

Press the Enter key.

Select printhead

Cyan printhead
Magenta printhead
Yellow printhead
Black printhead

Menu

Back

Enter

5 The front panel displays information on the selected Printhead.

Black P/H info

Model: HP Black No. 11
In warranty

Status: Faulty
Code: 0023
Action: Replace

End of warranty:
21-Nov-02
Serial number:
01-01-0415293
Ink used: 260 cc (49 % )
Not aligned
Not calibrated
Paper jams: None

Menu

Back

Enter

The information displayed is:

n The Model of the Printhead (HP No.11 is recommended).
n Whether the Printhead is In Warranty or Out of Warranty.
n Status of the Printhead (whether it is inserted, faulty, worn out or

unknown).

n Printhead Error Code (if Printhead is faulty) - Refer to Page 3-22.
n The action required depending on the status of the Printhead.
n The end of warranty date of the Printhead.
n The Serial Number of the Printhead.
n How much ink has been consumed by the printhead. Note: It is

possible for a Printhead to consume more than one Ink Cartridge.
Also the % indicates the percentage over the expected life of the
Printhead BUT a Printhead may last more than 100%.

n Whether the Printhead Alignment has been performed since the

last Printhead replacement.

n Whether Color Calibration has been performed since the last

Printhead replacement.

n Whether a Paper Jam was ever detected while this particular

Printhead was installed.

HP DesignJets 500 and 800 Series Printers Service Manual

3-11

Ink Supplies Troubleshooting

Ink Cartridge Status Messages

Status Bars The front panel displays four vertical bars. These bars represent how

much ink is remaining in the Ink Cartridges: as ink is used up the
bars get shorter in length. To see how much ink you have remaining,
see page Page 3-9, Obtaining Ink Cartridge Information.

Ink Cartridge Status While Replacing

There are two circumstances under which you may need to replace
an Ink Cartridge:

n The Printer has detected that the Ink Cartridge is empty or faulty.
n You decide to replace the Ink Cartridge.

If the printer detects that an Ink Cartridge needs replacing, you will
see the message:

with six icons (explained below), referring from left to right to the
Cyan (•), Black (•), Magenta (•) and Yellow (•) Ink Cartridges.

The icons may be any of the following:
The Ink Cartridge is OK; the approximate level of the ink is

indicated - a full cartridge has the whole interior black;

Flashing; the Ink Cartridge is missing, and the correct one must be
inserted;

Flashing exclamation mark; the Ink Cartridge is low on ink, and
needs replacing at the earliest opportunity; For some types of Prints
(like line drawings) the Ink Cartridge may still last much longer.

Flashing pump; the Ink Cartridge is out of ink, and must be
replaced before any further printing can be done;

Flashing cross; the wrong Ink Cartridge is installed, and must be
replaced before any further printing can be done.

Sand Clock; the Ink Cartridge will expire in X amount of days. The
X is displayed at the top of the screen.

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Printhead Status Messages

There are two circumstances under which you may need to replace a
Printhead:

n The Printer has detected that the Printhead is faulty or is of the

wrong model type.

n During the Printhead Alignment or

the Printhead could not be recovered and the customer thinks that
the Print Quality is not good enough.

Also, you should remove the Printheads if the Printer needs to be
transported to another location.

If the Printer detects that a Printhead needs replacing, you will see
the message:

with five icons (explained below), referring from left to right to the
Cyan (•), Black (•), Magenta (•) and Yellow (•) Printheads.

The icons may be any of the following:
The Printhead is OK;

Troubleshooting

procedure

Empty box flashing; the Printhead is missing, and the correct one
must be inserted;

Flashing cross; the Printhead is faulty or is of the wrong model
type; Reseat the Printhead and check if the problem is resolved. If
not, replace the Printhead.

Exclamation Mark; the Printer has determined that one of the

!
?

HP DesignJets 500 and 800 Series Printers Service Manual

Printheads has worn out and should be replaced; Replace the Printhead
(the user can still decide if the Print Quality is good enough for them).

Question Mark; one of the Printheads has experienced a problem
but the Printer does not know which one it is. Refer to Page 3-7 to
determine which Printhead has failed.

3-13

Ink Supplies Troubleshooting

Printhead History Utility

The Printhead History utility contains information on the last 5 set
of Printheads installed in the Printer. The purpose of this
information is to:

n Determine whether the Printer is causing repetitive problems to

the Printheads ⇒ Refer to Page 3-16.

n Determine whether the Customer is replacing the Printheads too

early without trying to perform any recovery actions ⇒ Refer to
Page 3-18.

The information that is stored for each Printhead is:

n How much ink was consumed when the Printhead was replaced.
n How long the Printhead was installed in the Printer.
n Whether the Printhead was in or out of warranty when it was

removed.

n Whether the Printhead experienced a paper crash.

n

Whether the Customer performed the rig ht level of Printhead
recovery (

n The date when the Printhead was removed from the printer.
n The reported Error Code (if any).

Troubleshooting

procedure) before replacing a Printhead.

Accessing the Printhead History Utility

1 Press the ↑ or ↓ key until the front panel displays the Setup Menu.

Press the Enter

2 Press the ↑ or ↓ key until the front panel highlights Log.

Enter key.

key .

Set-up menu

Press ENTER for
Set-up menu

Set-up menu

Expansion cards
I/O set-up
front panel
Altitude = 0-1000 m.
Log

Menu

Back

Enter

Press the

Menu

Back

Enter

3-14

HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

3 Press the ↑ or ↓ key until the front panel highlights Printheads.

Press the Enter key.

4 Press the ↑ or ↓ key until the front panel highlights the color that

you want to see information on.

5 The front panel displays the history of the last 5 Printheads of the

selected color (use the arrow keys to scroll through the complete
list)

. Press the ↑ or ↓ key until the front panel highlights the item

number that you want to see information on.

Printhead currently installed

Log

Printheads
Errors

Printhead history

Select color:

Black
Yellow
Magenta
Cyan

Black P/H history
Select for more info:

1 Installed - OK
2 Removed - OK
3 Removed - too early
4 Removed - Err 0024
5 Removed - Err 0023

Menu

Back

Enter

Press the Enter key.

Menu

Back

Enter

Press the Enter key.

Menu

Back

Enter

The status displayed for the last 5 Printheads could be any of the
following:

n Installed - OK: A Printhead is currently installed in the Printer

and no error is detected.

n Installed - Err xxxx: A Printhead is currently installed in the

Printer and an error has been detected. For Printhead error codes,
refer to Page 3-22.

n Installed - Unknown: The status of the installed Printhead is

unknown.

n Removed - OK: The Printhead was replaced correctly after the

minimum life expectancy of the Printhead was reached, without
any error being reported.

n Removed - too early: The Printhead was replaced before the

HP DesignJets 500 and 800 Series Printers Service Manual

3-15

Ink Supplies Troubleshooting

minimum life expectancy of the Printhead was reached and
without any error being reported.

n Removed - Unknown: The status of the replaced Printhead was

unknown.

n Removed - Err xxxx: The printhead was replaced after being

marked with an error code. For Printhead Error Codes, refer to
Page 3-22.

6 The front panel displays information on the selected item

PH Info - Black #4

Ink used: 260 cc (49%)
Usage time: 135 days
P/H cleaning: 0
Error co d e : 00 2 5
Removal date: 20-Sep-01

The information displayed is:

n The amount of ink the Printhead has consumed.
n The number of days the Printhead has been installed in the

Printer.

n A code indicating whether Printhead recovery (

procedure

) has been performed or not:

Troubleshooting

– 0 indicates that the Printhead recovery was never performed.
– 1 indicates that a Level 1 (soft) recovery was performed.
– 2 indicates that a Level 2 (medium) recovery was performed.
– 3 indicates that a Level 3 (hard) recovery was performed. 3 is

the maximum recovery level tha t the Printer can perform before
asking the customer to replace the Printhead.

.

3-16

n The reported Error Code (if any).
n The date the Printhead was removed from the Printer.

Is the Printer Causing Repetitive Printhead Problems?

The minimum life expectancy of the Printheads is 530cc for the
Black Printhead and 200cc for the Color Printheads. If Print Quality
is poor before the minimum life expectancy of the Printhead has
been reached, the
(Refer to Page 6-4) which will determine whether the Printhead
needs replacing or not after performing various levels of recovery
actions. After performing a recovery action, the Printhead will be
encoded with either 1, 2 or 3 (depending on the strength of the
recovery action performed).

Troubleshooting

HP DesignJets 500 and 800 Series Printers Service Manual

procedure

should be performed

Ink Supplies Troubleshooting

Now, if a Printhead is removed (even after Level 3 recovery has
been performed) and the minimum life expectancy has not been
reached, the Printhead will be marked "Removed - too early".

If a customer complains about having to replace the Printheads
frequently before the minimum life expectancy has been reached,
using the information obtained with the Printhead History Utility
you can determine if the Printer is causing repetitive problems to the
Printheads as follows:

1 Enter the Printhead History Utility and Select the color of the

Printhead that is experiencing the replacement problem. In the
following example, Printheads 2, 3 and 4 were removed too early:

Black P/H history
Select for more info:

1 Installed - OK
2 Removed - too early
3 Removed - too early
4 Removed - too early
5 Removed - Err 0025

These 3 Printheads were
removed from the Printer
before the m inimum life
expectancy was reached.

2 In order to check if the recovery process (

procedure

) was performed on each Printhead, select the Printhead

and press the Enter key.

Black P/H history

Select for more info:

1 Installed - OK
2 Removed - too early

3 Removed - too early
4 Removed - too early
5 Removed - Err 0256

Summary

PH Info - Black #2

Ink used: 260 cc (49 % )
Usage time: 135 days
P/H cleani n g : 3
Error co d e :
Removal date: 20-Feb-02

PH Info - Black #3

Ink used: 355 cc (67%)
Usage time: 201 days
P/H cleani n g : 3
Error code:
Removal date: 20-Sep-01

If 3 or more Printheads
have been removed too
early and the P/H cleaning
code for all of them is 3
then try the troubleshooting
steps on the following page.

PH Info - Black #4

Ink used: 127 cc (24%)
Usage time: 65 days
P/H cleaning: 3
Error code:
Removal date: 24-Nov-00

Troubleshooting

As you can see in the above example, all the Printheads were
removed before the minimum life expectancy was reached (Ink

HP DesignJets 500 and 800 Series Printers Service Manual

3-17

Ink Supplies Troubleshooting

used is below 100%) and the maximum recovery action was also
performed (P/H cleaning code is 3). Therefore the conclusion is that
the Printer is causing the Printheads to fail. In this situation, to
resolve the problem, try the following:

1 Check the amount of ink used by the Printhead (Page 3-10,

Obtaining Printhead Information). If the amount of ink used by the
Printhead is less than 1 Ink Cartridge (69 cc), then replace the Ink
Cartridge for that color.

2 Check if the Ink Supply Station is faulty by performing the Ink

Supply Station test ⇒ Page 4-6. If the test fails, replace the Ink
Supply Station ⇒ Page 8-48.

3 Use the printer Information utility to check the usage of the Service

Station ⇒ Page 4-26. If the usage of the Service Station is close to
100% then replace the Service Station ⇒ Page 8-52.

4 Check if the Ink Supply Tubes are faulty by installing new Start-up

Printheads into the Carriage and see if ink flows to them (you will
need to perform the Prime Tubes Utility ⇒ Page 4-23). If the ink
DOES NOT flow to the Start-up Printheads, replace the Ink Supply
Tubes ⇒ Page 8-60.

Is the User Replacing the Printheads too Early?

In the same way that you can determine if the Printer is causing
failures in the Printheads, you can determine if the customer is
replacing the Printheads before the minimum life expectancy has
been reached without performing the maximum recovery action
(

Troubleshooting

If the user replaces the Printhead without performing a recovery
action, the Printhead will be marked 0. If the user replaces the
Printhead afte r only performing Levels 1 or Level 2 recovery action,
the Printhead will be marked 1 or 2.

If a customer complains about having to replace the Printheads
frequently before the minimum life expectancy has been reached
due to poor print quality, using the information obtained with the
Printhead History Utility you can determine if the Customer is
replacing the Printheads too early as follows:

1 Enter the Printhead History Utility and Select the color of the

Printhead that is experiencing the replacement problem. In the

procedure

).

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

following example, Printheads 2, 3 and 4 were removed too early:

Black P/H history
Select for more info:

1 Installed - OK
2 Removed - too early
3 Removed - too early
4 Removed - too early
5 Removed - Err 0025

These 3 Printheads were
removed from the Printer
before the m inimum life
expectancy was reached.

2 In order to check if the maximum recovery process

Troubleshooting

(

procedure

) was performed on each Printhead,

select the Printhead and press the Enter key.

Black P/H history

Select for more info:

1 Installed - OK
2 Removed - too early

3 Removed - too early
4 Removed - too early
5 Removed - Err 0025

Summary

If consecutive Printheads
are being replaced too
early and the P/H cleaning
code for all of them is 2
or lower, the customer
should be advised to use
the

Troubleshooting

procedure

before replacing

Printheads.

PH Info - Black #2

Ink used: 260 cc (49 % )
Usage time: 135 days
P/H cleani n g : 0
Error co d e :
Removal date: 20-Feb-02

PH Info - Black #3

Ink used: 355 cc (67%)
Usage time: 201 days
P/H cleani n g : 0
Error code:
Removal date: 20-Sep-01

PH Info - Black #4

Ink used: 127 cc (24%)
Usage time: 65 days
P/H cleaning: 1
Error code:
Removal date: 24-Nov-00

As you can see in the above example, all the Printheads were
removed before the minimum life expectancy was reached (Ink
used is below 100%) and the maximum recovery action was not
performed (P/H cleaning code is 0, 1 or 2). Therefore the conclusion
is that the Printer is OK and the problem is that the customer is
replacing the Printheads too early. In this case advise the customer
to use the

Troubleshooting

procedure
determine if Printheads need replacing or not. Emphasize that
performing the

Troubleshooting

Printhead if it is printing badly, therefore the User wouldn’t need to
buy new Printheads frequently.

HP DesignJets 500 and 800 Series Printers Service Manual

(refer to Page 6-4) to

procedure

could recover the

3-19

Ink Supplies Troubleshooting

Troubleshooting Repetitive Ink Cartridge Messages

When you see the messages shown below, the normal procedure is to
replace the Ink Cartridge that has failed, ran out of ink or has expired.

But in certain circumstances, even after replacing the Ink Cartridge,
the above messages continue to appear. This could mean that one of
the components of the Printer is failing and requires cleaning or
replacing. Follow these instructions to troubleshoot each message:

Ink Cartridge Error message.
1 Replace the Ink Cartridge that has failed.
2 If the message continues to appear, clean the electrical contacts

inside the Ink Supply Station (power OFF the Printer first).
3 If the message continues to appear after cleaning the Ink Supply

Station, replace the Ink cartridge again.
4 If the message still continues to appear, replace the Ink Supply

Station ⇒ Page 8-48.

NOTE You could also get repetitive Ink Cartridge Error messages if the

Ink Cartridge is leaking. In this case try the following:
1 Reinsert the failing Ink Cartridge and if the status is OK, you may

continue to print. If after reinserting the Ink Cartridge fails again

then replace the Ink Cartridge. If the message continues to appear

after replacing the Ink Cartridge then replace the Ink Supply Tubes

⇒ Page 8-60.

Out of Ink message.
1 Replace the Ink Cartridge that has failed.
2 If the message continues to appear, replace the Ink Cartridge again.

If the new Ink Cartridge is consumed too quickly then the Ink

Supply Tubes could be broken in which case replace the Ink Supply

Tubes ⇒ Page 8-60.
3 If the message still continues to appear, perform the Ink Supply

Station test ⇒ Page 4-6. If the test fails, replace the Ink Supply

Station ⇒ Page 8-48.

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Expiration message.

NOTE In order to determine the correct date, the Printer reads the

information sent with a print file which includes the current
date. The printer wi ll then compare this date to the e xpiration
date on the Ink Cartridge.

1 Replace the Ink Cartridge that has reached the expiration date.
2 Check the expiration date of the Ink Cartridge, see page Page 3-9,

Obtaining Ink Cartridge Information. If, for example, todays date is
02-Nov-00 and the expiration date of the Ink Cartridge is 07-Jun-01,
then the customers computer should be checked to see if the correct
date is configured.

Troubleshooting Repetitive Printhead Error Messages

When you see the message shown below, the normal procedure is to
replace the Printhead that has failed.

But in certain circumstances, even after replacing the Printhead the
above message continues to appear. This co uld mean t hat one of the
components of the Printer is failing and requires cleaning or
replacing. Follow these instructions to troubleshoot the message:

Printhead Error message.
1 Replace the Printhead that has failed.
2 If the message continues to appear, clean the electrical contacts

inside the Carriage Assembly (power OFF the Printer first) and the

electrical contacts of the Printhead (make sure you use water based

solutions only).
3 If the message continues to appear after cleaning the Carriage

Assembly and the Printhead, replace the Printhead again.
4 If the message still continues to appear, replace the Carriage

Assembly ⇒ Page 8-78.

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3-21

Ink Supplies Troubleshooting

Printhead Error Codes

Printhead Error Codes consist of 4 digits which explain whether a
Printhead is In or Out of W arranty and what problem has caused the
Printhead to fail.

The following table explains the

first

2 digits of the Printhead Error Code:

Code Explanation

00
01
02
03
10
11
12
13

The following table explains the

Black Printhead In Warranty

Magenta Printhead In Warranty

Cyan Printhead In Warranty

Yellow Printhead In Warranty

Black Printhead Out of Warranty

Magenta Printhead Out of Warranty

Cyan Printhead Out of Warranty

Yellow Printhead Out of Warranty

last

2 digits of the Printh ead Error Code:

Code Explanation

02 to 09

10, 12, 14,

16, 25, 26

and 28

18, 19, 23

and 24

Acumen Error - Replace faulty Printhead only.
Printhead Error - Replace faulty Printhead, clean

Carriage and Printhead flex circuit, replace
Carriage Assembly.

Printhead Error - Reseat faulty Printhead, replace
faulty Printhead, clean Carriage and Printhead
flex circuit.

27
29

Printhead Error - Printhead will die soon.
Acumen Error - Replace faulty Printhead, check

other Printheads or Cartridges (only if all
Printheads fail with this Error Code).

NOTE T ry the above r ecommened actions one at a time and check if the

problem disappears.

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HP DesignJets 500 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Summary of Solving Ink Supplies Problems

Most of the problems that you could encounter when working with

the Ink Supplies are solved with guidance from the front panel.

Problems reseating the Printhead

If you have inserted the printhead into the Carriage Assembly and

the Printer rejects it (displays a faulty or missing icon), try the

following steps.

NOTE Check that during the prim ing process, the Se tup Printheads are

installed in the Carriage. If the printing Printhead s are installed

in the carriage duri ng t he prim in g process, they will be rejected

and the front panel will show the "Normal printheads found -

Open window and replace with SETUP printheads" message.

n

Check that you have removed the protective tape from the printhead.

n Insert the Printhead into the Carriage Assembly but this time

close the cover using the latch.

n Clean the electrical contacts on both the Printheads and the

Carriage Assembly using a damp cloth.

n Replace the Printhead with a new one.

You Cannot Insert the Ink Cartridge Into the Printer
1 Ensure that you have the correct HP Ink Cartridge that is suitable for

the HP DesignJet 500/800 Series Printer.

2 Ensure that the Ink Cartridge is the correct color for that slot.
3 Ensure that the Ink Cartridge is in the correct orientation, with the

color coded label at the top.

CAUTION Never clean inside the Ink Cartridge slots.

You Cannot Insert the Printhead Into the Printer
1 Ensure that you have the correct HP Printhead that is suitable for the

HP DesignJet 500/800 Series Printer.

2 Ensure that the printhead is the correct color for that slot.
3 Ensure that the printhead is in the correct orientation.
4 Ensure that the protective cap is removed from the Printhead.

NOTE Do not touch, wipe or attempt to clean the Printhead nozzles.

This can damage the Printhead and reduce print quality.

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3-23

Ink Supplies Troubleshooting

3-24

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and
Utilities

4

Introduction 4-2

Diagnostics - Self Test 4-2

Service Tests (Diagnostics) 4-3

Entering the Service Tests Menu 4-4
Ink Suppl y St ation 4-6
Carriage Movement 4-8
Paper Advance Test 4-10

Service Utilities 4-13

Entering the Servic e Utilities Menu 4-14
EEROM Setup 4-16
Turn Drive Roller 4-21
Unlock Carriage 4-22
Prime Tubes 4-23
Change Cutter 4-24
Change Ink Tubes 4-25
Printer Information 4-26

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Service Tests and Utilities

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Introduction

This chapter explains how to use the built-in Service Tests and
Service Utilities and what to do if any of the Service Tests fail. If
possible, always perform a Service Test on the component that you
are about to replace, just to make sure that is the component that has
failed. If the test on that component passes, there is no need to
replace it.

Phone Support

In certain circumstances, a Call Agent can try and troubleshoot the
Printer by requesting the Customer to perform a Service Test via the
phone. Using this process, it can be determined whether the Printer
requires any on-site maintenance.

Diagnostics - Self Test

Initialization Sequences

Whenever the Printer is switched ON, it automatically performs a
series of internal self tests and mechanical initialization sequences.
If any of the parts fail, a system error will appear and you should
consult Chapter 2 - System Error Codes.

Entering Service Menu at Power Up - Only for Onsite Repair

If the Printer fails to initialize completely bec ause of a System Error
and you need to use the Service Menu (Service Tests and Utilities),
the Printer can be powered up in Service Mode by pressing the Up
and Enter keys while switching the Printer ON. This will give you
access to some of the Service Tests and Utilities without having to
complete the System Initialization (if you perform some of the tests,
they will need to initialize the relevant part of the System).

4-2

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests (Diagnostics)

The following is a list of all internal Service Tests available in the

Printer. Instructions for entering the Service Tests menu are given

on Page 4-4.
1 Ink Supply Station ⇒ Page 4-6

The purpose of this test is to verify the operation of the Ink Supply

Station. A failure of the out-of-ink sensors or the springs in the Ink

Supply Station will eventually damage the Printheads because the

Printer will try to pump ink from an empty Ink Cartridge stall,

which will cause the Printhead to dry-fire.
2 Carriage Movement ⇒ Page 4-8

The purpose of this test is to verify the movement of the scan-axis

components at several speeds. This test checks for the following

problems:

n Friction problems with worn out slider rod or Carriage Bushings.

Service Tests and Utilities

n Blockage due to problems with the Service Station.

n Problems with encoder sensing.

3 Paper Advance ⇒ Page 4-10

The purpose of this test is to identify whether there is too much

friction in the paper-axis drive system which is caused by defects

with the Transmission Gears, Drive Roller or the Paper-Axis Motor.
4 Troubleshooting ⇒ Page 6-4

The Printer contains an internal Troubleshooting procedure which

helps you to diagnose and resolve the possible source of any Image

Quality or Line Quality defects. If Print Quality is poor at anytime,

the Troubleshooting procedure should be performed which will

determine whether the Printhead needs replacing (by marking it

with an exclamation mark) or not after performing various levels of

recovery actions.

HP DesignJets 500 and 800 Series Printers Service Manual

4-3

Service Tests and Utilities

Entering the Service Tests Menu

NOTE In order to enter the Service Utility Menu, please refer to the

instructions on Page 4-14.

1 Press the ↑ or ↓ key until the front panel displays t he

then press Enter

.

Set-up menu

Press ENTER for
Set-up menu

Setup Menu and

Menu

Back

Enter

2 Once inside the Setup Menu, Press the following key combination

to access the special Service Menu.

O

PH

Set-up menu

Printer information

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I/O set-up
Front panel
Altitude = 0-1000 m.
Log

For On-site Engineers, press the Up and Enter keys
to access the complete list of Service Tests.

Set-up menu

T

R

Printer information
I/O set-up
Front panel
Altitude = 0-1000 m.
Log

Menu

Back

Enter

Menu

Back

Enter

4-4

For Call Agents who will request the User to perform
certain troubleshooting actions, press the Down and Enter
keys to access a limited list of Service Tests.

3 Once inside the Service Tools Menu, press the ↑ or ↓ key until the

front panel displays Service Tests and then press Enter.

Service tools

Service tests
Service calibrations
Service utilities

HP DesignJets 500 and 800 Series Printers Service Manual

Menu

Back

Enter

Service Tests and Utilities

4 Press the Enter key to begin a specific test when the required

Service Test is highlighted.

Service tests

Troubleshooting
Aerosol Fan test
Ink Supply Station
Paper advance test
Carriage movement test

Menu

Back

Enter

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Service Tests and Utilities

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Ink Supply Station

The purpose of this test is to verify the operation of the Ink Supply
Station. A failure of the out-of-ink sensors or the springs in the Ink
Supply Station will eventually damage the Printheads because the
Printer will try to pump ink from an empty Ink Cartridge stall,
which will cause the Printhead to dry-fire.

NOTE This Service Test can be performed by the End User with the

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

REPLACING THE INK SUPPLY STATION. IF THIS TEST
PASSES, DO NOT REPLACE THE INK SUPPLY STATION.

Perform the Ink Supply Station test as follows:

1 In the Service Tests submenu, scroll to "Ink Supply Station" and

press Enter.

Service tests

Troubleshooting
Aerosol Fan test
Ink Supply Sta t io n
Paper advance test
Carriage movement test

Menu

Back

Enter

2 Once the test starts, the following message will appear on the Front

Panel. Open the Ink Cartridge door and remove ALL the Ink
Cartridges:

ISS Test

Remove all the ink
cartridges

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HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

3 Once all the Ink Cartridges are removed the Printer will check the

Ink Supply Station. During this short period, the following message

will be displayed:

ISS Test

Please wait.

Checking

4 If the Printer detects all the out-of-ink signals, the Ink Supply

Station has passed the te st and the following message will a ppear on

the Front Panel:

ISS Test

Test result OK.
INK SUPPLY STATION OK.
Press ENTER to return to
menu

Menu

Back

Enter

WARNING IF THIS TEST PASSES, DO NOT REPLACE THE INK

SUPPLY STATION.
5 If the Printer does not detect all the out-of-ink signals then the Ink

Supply Station must be faulty and the following message will

appear on the Front Panel:

ISS Test

Test result 22:10
Faulty INK SUPPLY
STATION
Call HP representative

In this case, to resolve the problem, try the following:

1 Replace the Ink Supply Station Assembly ⇒ Page 8-48.

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Service Tests and Utilities

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Carriage Movement

The purpose of this test is to verify the movement of the scan-axis
components at several speeds. This test checks for the following
problems:

n Friction problems with worn out slider rod or Carriage Bushings.
n Blockage due to problems with the Service Station.
n Problems with encoder sensing.

NOTE This Service Test can be performed by the End User with the

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

REPLACING THE CARRIAGE ASSEMBLY. IF THIS TEST
PASSES, DO NOT REPLACE THE CARRIAGE ASSEMBLY.

Perform the Carriage Movement test as follows:

1 In the Service Tests submenu, scroll to "Carriage movement" and

press Enter.

Service tests

Troubleshooting
Aerosol Fan test
Ink Supply Station
Paper advance test
Carriage movement test

Menu

Back

Enter

2 The test will start and the following message will appear on the

Front Panel:

Carriage movement

Carriage movement test

Moving Carria ge.
Please wait

3 Once the Printer has completed the test it will analyze the data

received while performing the test. Once the data has been
analyzed, the following message will appear on the Front Panel:

Carriage movement

Menu

Carriage movement test

Ready to display results.
Press ENTER

4-8

HP DesignJets 500 and 800 Series Printers Service Manual

Back

Enter

Service Tests and Utilities

4 If you press Enter, the Front Panel will display a list of the

different results you can view. You can make your selection using

the arrow keys and press Enter to view the selection.

Test results. Select item
for more information

PWM
Speed offset
Stabilization distance

Menu

Back

Enter

5 If you selected PWM, the Front Panel will display the results of the

PWM test:

PWM results

Average value of the PWM

Average: XXX
Std dev: X

Standard deviation value of
the PWM

6 If you selected Speed offset, the Front Panel will display the re sults

of the Speed offset:

Speed offset results

Average value of the speed offset

Average (ips): X
Std dev (ips): X

Standar d deviation value of
the speed offset

7 If you selected Stabilization distance, the Front Panel will display

the results of the Stabilization distance:

Stabilization distance
results

Stabilizat. dist. (mm): XX

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Service Tests and Utilities

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Paper Advance Test

The purpose of this test is to identify whether there is too much
friction in the paper-axis drive system which is caused by defects
with the Trans mission Gea rs, Drive R oller or the Pa per -Axis Moto r.
This test should be performed when a Paper-Axis shutdown occurs
which is not caused by a paper jam.

The Paper Advance test will perform the following tests:

n Paper-Axis Motor test.
n Drive Roller Encoder-Sensor test.
n Drive Roller test.

NOTE This Service Test can be performed by the End User with the

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

REPLACING PAPER-AXIS COMPONENTS. IF THIS TEST
P ASSES, DO NOT REPLACE ANY P APER-AX IS COMPONENTS.

Perform the Paper Advance test as follows:

1 In the Service Tests submenu, scroll to "Paper Advance test" and

press Enter.

Service tests

Troubleshooting
Aerosol Fan test
Ink Supply Station
Paper advance test
Carriage movement test

Menu

Back

Enter

2 The test will first check if the Paper-Axis Motor is working by

moving it slightly backwards and forwards. If this test passes, the
following message will be displayed (press Enter to continue to the
next stage of the test):

Paper Advance test

Paper-axis motor test
passed.
Press ENTER to continue

Menu

Back

Enter

WARNING IF THIS TEST PASSES, DO NOT REPLACE THE PAPER-

AXIS MOTOR.

4-10

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

3 If the test fails while checking the Paper-Axis Motor, then the

following message will be displayed:

Paper Advance test

System error 41:10

Paper-axis motor failed

In this case, to resolve the problem, replace the Paper-Axis Motor

⇒ Page 8-84.
4 If the Paper-Axis Motor test passes, the Printer will try to read the

Drive Roller Encoder-Sensor while moving the Paper-Axis Motor.

If the Printer can read the signals from the Encoder-Sensor , then the

test has passed and the following message will be displayed (press

Enter to continue to the next stage of the test):

Paper Advance test

Roller encoder sensor
test passed.
Press ENTER to continue

Menu

Back

Enter

WARNING IF THIS TEST PASSES, DO NOT REPLACE THE DRIVE

ROLLER ENCODER-SENSOR.
5 If the Printer has problems reading the signal from the Drive Roller

Encoder-Sensor, then the test has failed and the following message

will be displayed:

Paper Advance test

System error 56:10

Roller encoder sensor
failed

In this case, to resolve the problem, replace the Drive Roller

Encoder Sensor ⇒ Page 8-38.

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4-11

Service Tests and Utilities

6 It is possible that while performing this test, a Paper-Axis shutdown

occurs, in which case the following message will be displayed:

Paper Advance test

System error 81:11

Paper-axis shutdown

In this case, to resolve the problem, try the following:

1 Open the Window and check for any visible obstacles that could be

restricting the movement of the Drive Roller.

2 Try cleaning the Drive Roller using the Turn Drive Roller service

utility ⇒ Page 4-21. Also try cleaning the Drive Roller Gears.

3 Replace the Drive Roller ⇒ Page 8-86.
4 Replace the Gear Assemblies ⇒ Page 8-92.

WARNING Only replace one component at a time and try the Service Test

again before replacing another component. Using this pr ocedure
you will be able to determine exactly which component failed.

5 If the Drive Roller Encoder-Sensor test passes, the Printer will try

turning the Drive Roller and the following message will appear on
the Front Panel:

Paper Advance test

Moving Drive Roller.
Please wait

6 Once the test is completed, the results will be displayed on the front

panel:

Test results

Average value of the PWM

Average PWM: XX
Std dev PWM: X

Standar d de viation value of
the PWM

4-12

HP DesignJets 500 and 800 Series Printers Service Manual

Service Utilities

The following is a list of all internal Servi ce Utilities available in the

Printers. Instructions for entering the Service Utilities menu are

given on Page 4-14.
1 EEROM Setup ⇒ Page 4-16

The purpose of this Service Utility is to modify identification

parameters such as serial and model numbers, as well as the Font

Type. This only needs to be performed when EEROM failures

cannot be recovered where both the current EEROM (located in the

Main PCA) and the backup EEROM (located in the Ink Supply

Station) contain false values or because both of them have failed.
2 Turn Drive Roller ⇒ Page 4-21

The purpose of this Service Utility is to rotate the Drive Roller in

order to clean it.
3 Unlock Carriage ⇒ Page 4-22

Service Tests and Utilities

The purpose of this Service Utility is to unlock the Carriage

Assembly which is normally locked by the Service Station in order

to cap the Printheads. Once unlocked, the Carriage Assembly can

then be moved freely along the Printer by hand.
4 Prime Tubes ⇒ Page 4-23

The purpose of this Service Utility is to prime the Ink Supply Tubes

after they have been replaced (or if a situation arises where you need

to force the priming procedure).
5 Change Cutter ⇒ Page 4-24

The purpose of this Service Utility is to move the Cutter Assembly

to a position where it can be replaced.
6 Change Ink Tubes ⇒ Page 4-25

The purpose of this Service Utility is to move the Carriage

Assembly to a position where it makes the removal of the Ink

Supply Tubes much easier.
7 Printer Information ⇒ Page 4-26

The purpose of this Utility is the following:

n Report basic parameters for call qualification.

n Identify potential problems.

HP DesignJets 500 and 800 Series Printers Service Manual

4-13

Service Tests and Utilities

Entering the Service Utilities Menu

1 Press the ↑ or ↓ key until the front panel displays t he Setup Menu and

then press Enter

.

Set-up menu

Press ENTER for
Set-up menu

Menu

Back

Enter

2 Once inside the Setup Menu, Press the following key combination

to access the special Service Menu

Set-up menu

Printer information

R

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I/O set-up
Front panel
Altitude = 0-1000 m.
Log

For On-site Engineers, press the Up and Enter keys
to access the complete list of Service Tests.

Set-up menu

T

R

Printer information
I/O set-u p
Front panel
Altitude = 0-1 000 m.
Log

.

Menu

Back

Enter

Menu

Back

Enter

For Call Agents who will request the User to perform
certain troubleshooting actions, press the Down and Enter
keys to access a limited list of Service Tests.

3 Once inside the Service Tools Menu, press the ↑ or ↓ key until the

front panel displays Service Utilities and then press Enter.

Service Menu

Service tests
Service calibrations
Service utilities

Menu

Back

Enter

4-14

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

4 Press the Enter key to begin a specific utility when the required

Service Utility is highlighted.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

HP DesignJets 500 and 800 Series Printers Service Manual

4-15

Service Tests and Utilities

EEROM Setup

The purpose of this Service Utility is to modify identification
parameters such as serial and model numbers, as well as the Font
Type. This only needs to be performed when EEROM failures
cannot be recovered where both the current EEROM (located in the
Main PCA) and the backup EEROM (located in the Ink Supply
Station) contain false values or because both of them have failed.

Also, you can use this utility to reset the usage counters for parts
that have been replaced in order to correctly reflect the true usage of
the relevant parts.

WARNING After any change in the EEROM, switch the Printer OFF and

ON again in order to ensure that the change takes effect in all the
subsystems of the Printer.

Perform the EEROM Setup as follows:

1 In the Service Utilities submenu, scroll to "EEROM Setup" and

press Enter.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

2 The Printer will display a list of EEROM Setup options. You can

make your selection using the arrow keys and press Enter to view
the selection.

EEROM Setup options

Model number
Serial number
Font type
Reset usage counter
Reset to default

Menu

Back

Enter

If you want to select the Model Number
a If you want to select the Model number, then you should select

"Model number" and press Enter. A list of all the printer model
numbers available will appear on the front panel. The current
model selected will have the symbol √ next to the model number .
Use the arrow keys to scroll through the selections, and press
Enter to make the selection. Once the selection is made the

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HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

symbol √ will appear next to the selected model number. To
return to the EEROM setup options menu, press Back.

Select model number
C7769B
C7770B

C7779B √

C7780B
C7779C

Menu

Back

Enter

If you want to select the Serial Number

a If you want to select the Serial number, then you should select

"Serial number" and press Enter. The following information will
be displayed on the front panel. You will need to use the arrow
keys to scroll through the complete list because the front panel
only allows 6 lines to be displayed at one time.

Enter serial number
Current: E SA 80035674
New: _
0
1
2
3
4
5
6
7
8
9
A
B
C
D
E
F
ES
SG

Ä Backspace

Current Serial Number
encoded into the EEROM

Digits of the serial number
that you will be selecting
will appear here

Use the arrow keys to scroll
through the list of digits and
press ENTER to select the
ones that you require in order
to make the new serial
number

Selecting this will delete the
last digit selected

b Use the arrow keys to scroll through the list of digits. Once the

digit that you require is highlighted, press Enter to select it and it
will appear in the New line.

Select serial number
Current: ESA80035674
New: ESB75_
5
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HP DesignJets 500 and 800 Series Printers Service Manual

Menu

Back

Enter

4-17

Service Tests and Utilities

c Once you have entered the last digit of the new serial number, the

front panel will display the following message:

Serial number

Serial number entered is
ESB7531008
Press ENTER to confirm
or BACK to co rrect

Menu

Back

Enter

d If you press Enter, the new serial number will be stored in the

EEROM and the Printer will return to the EEROM setup options
menu. If you press Back, the previous screen will be displayed
and the last digit of the new serial number will be deleted. You
now have the opportunity to modify the new serial number.

Enter serial number
Current: ESA80035674
New: ESB753100_
0
1
2

Menu

Back

Enter

If you want to change the Font Type
a If you want to change the Font Type to Japanese, then you should

select "Font type" and press Enter. The following message will
be displayed on the front panel asking you to confirm whether
you want to change the font to Japanese. Select YES and press

Enter if you want to change to Japanese. Select NO and press
Enter if you don’t want to change the font type to Japanese.

Do you want to set font
type to Japanese?

YES √

NO

Menu

Back

Enter

NOTE If the Printer is not a DesignJet 800PS, or if the Printer does not

detect a formatter, the Printer will not allow you to enter this
utility and will display the following message on the front panel.

Font type setting is not
available for this type of
printer

Press BACK or ENTER to
return to menu

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Service Tests and Utilities

If you want to Reset the Usage Counter

NOTE You should only reset the usage counter for a certain component

when it has been replaced by a new one. Never reset the usage

counter for a component when it has not been replaced.

a If you want to reset some of the parameters of the usage counter

(to consult the usage counters ⇒ Page 4-26), then you should
select "Reset usage counter" and press ENTER. The following
information will be displayed on the front panel. You will need to
use the arrow keys to scroll through the complete list because the
front panel only allows 6 lines to be displayed at one ti me. Select
the usage counter that you want to reset and then press Enter.

Reset usage counter

Scan axis usage:
Paper axis usage:
Serv. Station usage:
Spittoon usage:
Pinch-lift usage
Cutter usage:
Carriage usage:

Ink usage:

Menu

Back

Enter

b Once you make a selection (for example Scan axis usage), the

following message will appear on the Front Pa nel. Pres s Enter if
you want to proceed with resetting the counter or press Cancel if
you want to exit without resetting the counter:

Reset usage counter

Scan axis usage:

Press ENTER to continue
or CANCEL to quit

Menu

Back

Enter

c To check if the relevant usage counter has been reset, enter the

Printer Information utility ⇒ Page 4-26.

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4-19

Service Tests and Utilities

If you want to Reset the EEROM to the Default Values

NOTE The EEROM should only be reset if there is a major problem or

if the Electronics Module has been replaced by a reused one and
you need to reset the EEROM configuration. Also reset the
EEROM if the Printer do es not have the correct Seri al Numbe r
after powering up.

a If you want to reset the EEROM to the default values, then you

should select "Reset to defaults" and press Enter. The following
message will appear on the Front Panel. Press Enter if you want
to proceed with resetting the EEROM or press Cancel if you
want to exit without resetting the EEROM:

Reset to defaults

Press ENTER to continue
or CANCEL to quit

Menu

Back

Enter

NOTE After resetting t he E EROM to the defau lt v alue s , y ou will need to

re-enter the Serial Number, Model Number and the Font Type
(without re -entering this information , the Printer will NO T work).
DO NOT SWITCH THE PRINTER OFF AND ON AGAIN
BEFORE RE-ENTERING THESE VALUES . Als o you wi ll n eed
to perform the Factory Advance Calibration.

4-20

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Service Tests and Utilities

Turn Drive Roller

The purpose of this Service Utility is to rotate the Drive Roller in

order to clean it.

NOTE REMOVE THE MEDIA BEFORE PERFORMING THIS

OPERATION.

Perform the Turn Drive Roller utility as follows:
1 In the Service Utilities submenu, scroll to "Turn Drive Roller" and

press Enter.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

2 Once the utility starts, the Drive Roller will begin to turn slowly a nd

the following message will be displayed. Everytime the Drive

Roller completes a turn, the counter will increase by one.

Turning Drive Roller

turns 2
Press CANCEL to stop

3 If you want to stop the Drive Roller from turning, press Cancel and

the following message will appear on the front panel. P ress Enter if

you want to return to the Service Utility menu or press Back if you

want to continue turning the Drive Roller.

Turning Drive Roller

Turning Drive Roller
stopped.
Press ENTER to finish
or BACK to resume

HP DesignJets 500 and 800 Series Printers Service Manual

4-21

Service Tests and Utilities

Unlock Carriage

The purpose of this Service Utility is to unlock the Carriage
Assembly which is normally locked by the Service Station in order
to cap the Printheads. Once unlocked, the Carriage Assembly can
then be moved freely along the Printer by hand.

Perform the Unlock Carriage utility as follows:

1 In the Service Utilities submenu, scroll to "Unlock Carriage" and

press Enter.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

2 Once the utility starts, the printer will begin to unlock the Carriage

Assembly and the following message will be displayed on the front
panel.

Unlock Carriage

Unlocking Carriage
Please wait...

3 Once the Carriage is unlocked (Printheads have been uncapped) the

following message will appear on the front panel:

Unlock Carriage

Carriage unlocked
Power off the printer
to start the repair

NOTE The Carriage will remain uncapped until another action (e.g.

loading paper or replacing Printheads) is selected which returns
the Printer to normal operation. Make sure you leave the
Carriage in a locked position once the repair is completed.

4-22

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

Prime Tubes

This purpose of this Service Utility is t o prime the Ink Supply T ubes

after they have been replaced (or if a situation arises where you need

to force the priming procedure).

Prime the tubes as follows:

1 In the Service Utilities submenu, scroll to "Prime tubes" and press

Enter.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

2 Once the utility starts, the printer will dis play the following message

on the front panel. If you want to abort the Prime T ubes utility, press

Cancel and you will return to the Service Utility menu.

Prime tubes

Press ENTER to force
tube priming at next
power up.
CANCEL to abort

3 If you press Enter, the following message will be displayed on the

Front Panel. You should switch the Printer ON and OFF in order to

start the priming process.

Prime tubes

Power off/on machine
to start tube priming

4 When you power On the Printer, the Printer will initialize and then

display the following message. You will need to remove the normal

Printheads and replace them with Start-up Printheads.

Open window and

remove normal

printheads to prepare

ink system

HP DesignJets 500 and 800 Series Printers Service Manual

4-23

Service Tests and Utilities

Change Cutter

The purpose of this Service Utility is to move the Cutter Assembly
to a position where it can be replaced.

NOTE In order to actually r eplace the Cutter A ssembly , refer to Pag e

Perform the Change Cutter utility as follows:

1 In the Service Utilities submenu, scroll to "Change cutter" and press

Enter.

Service utilities

Change Cutter
Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes

2

The Carriage will move to the left hand side of the Printer, pick up

Menu

Back

Enter

the Cutter and move it to a position where the Cu tter can be rep laced.

8-32

.

4-24

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

Change Ink Tubes

The purpose of this Service Utility is to move the Carriage

Assembly to a position where it makes the removal of the Ink

Supply Tubes much easier.

NOTE In order to actu all y replace th e In k Supp ly Tubes, refer to Page

8-60.

Perform the Change Ink Tubes utility as follows:
1 In the Service Utilities submenu, scroll to "Change Ink Tubes" and

press Enter.

Service utilities

Change ink tubes
Unlock Carriage
Turn Drive Roller
Prime tubes
EEROM Setup

Menu

Back

Enter

2 Once the utility starts, the printer will dis play the following message

on the front panel. If you want to abort the Change Ink Tubes utility,

press Cancel and you will return to the Set-up menu.

Change ink tubes

Press ENTER to continue
or CANCEL to quit

3 If you press Enter, the Carriage will move to a position where you

change the Ink Supply Tubes and the following message will be

displayed on the Front Panel. You should switch the Printer OFF

before starting to change the Ink Supply Tubes.

1. Switch off the machine

2. Refer to the Service
Manual to replace

tubes

NOTE The next time the Printer is switched ON, it will automatically

start the Priming process.

HP DesignJets 500 and 800 Series Printers Service Manual

4-25

Service Tests and Utilities

Printer Information

The purpose of this Utility is the following:

n Report basic parameters for call qualification.
n Identify potential problems.

NOTE Some of the parameters can be reset to zero by using the

EEROM Setup utility (⇒

Check the Printer Information as follows:

1 In the Service Utilities submenu, scroll to "Printer Information" and

press Enter.

Page

4-16).

Service utilities

Printer information
Printhead information
Error log
Printheads
Altitude = 0-1000 m.

Menu

Back

Enter

2 The Printer will display the following information on the front

panel. You will need to use the arrow keys to scroll through the
complete list because the front panel only allows 6 lines to be
displayed at one time.

Printer Information
Model Number: C7779C
Serial No:
ESA0B001023
Service ID: 11280
Engine F/W:
X.XX.XX
Formatter F/W: X.XX.XX
Hard disk F/W: X.XX.XX
Paper usage: 315 in

2

8 m
Ink used:
Black 6 cc
Cyan 4 cc
Magenta 4 cc
Yellow 3 cc
Scan axis usage: 21%

Paper axis usage: 23%
Serv. St ation usage: 19%
Spittoon usage: 12%
Pinch-Lift usage: 10%
Cutter usage: 26%
Carriage usage: 12%
Ink usage: 2%

2

Menu

Back

Enter

4-26

HP DesignJets 500 and 800 Series Printers Service Manual

Service Tests and Utilities

Each parameter of the Printer Information is explained as follows:

n

Model Number

- This identifies the model type of the Printer and
should be the same number as printed on the Serial Number label
(located at the back of the Printer). If the Model Number on the front
panel does NOT match the number on the label, then use the EEROM
setup (⇒ Page

n Serial Number - The Serial Number should be the same number

4-16

) utility to set the correct model number.

as printed on the Serial Number label (located at the back of the
Printer). If the Model Number on the front panel does NOT
match the number on the label, then use the EEROM se tup utili ty
(⇒ Page

n

Service ID

4-16) to set the correct model number.

- This number identifies the date when the Printer was
bought since it encodes the date when the first print was sent to the
Printer. This way the end of warranty period can easily be
determined without needing a proof of purchase from the customer.
The Service ID format is
since 1990 and

DDD

YYDDD

, where YY is the actual year

is the number of actual days since January 1st.

How to calculate the Service ID from a calendar date:

YY = calendar year - 1990 (e.g.: 1998 = (1998 - 1990) = 08; 2001

= (2001 - 1990) = 11)

DDD = (Calendar month - 1) x 30 + Calendar day or 30 if the day

is 31 (e.g.: Oct. 10th = (9 x 30 + 10) = 280; Dec. 31st = (11 x 30
+30) = 360

How to convert the Service ID into a calendar date:
Year = YY + 1990 (e.g.: 08 = (08 + 1990) = 1998; 11 = (11 +

1990) = 2001)
Date = DDD divided by 30, plus one if there is a remainder, gives

you the month. The remainder gives you the day of the month
(e.g. 280 (280/30 = 9 + 1 = 10) = October 10th; 360 = (360/30 =

12) = December 30th)

n Engine F/W - The current version of the Firmware being used by

the Printer and the date that it was updated.

n Formatter F/W - The current version of the Firmware being

used by the Formatter (if it is installed).

n Hard disk F/W - The current version of the Firmware being used

by the Hard Disk (only if the Formatter is installed).

n Paper usage - The amount of media used by the Printer.
n Ink usage - The amount of Ink used by the Printer.

n

Scan axis usage

- Number of Scan-Axis cycles represented as a

percentage over the maximum number of Scan-Axis cycles that the

HP DesignJets 500 and 800 Series Printers Service Manual

4-27

Service Tests and Utilities

Printer is designed to support. If the percentage is

more than

100%

and the Printer is experiencing problems then try the following:

1 Apply Lubricant to the Drive Roller.
2

Replace the Carriage Assembly (including the Belt) ⇒ Page

8-78

3 Replace the Scan-Axis Motor ⇒ Page 8-29.

n

Paper axis usage

- Number of Paper-Axis movements represented as
a percentage over the maximum number of Paper-Axis movements
that the Printer is designed to support. If the pe rcentag e is

more than

100% and the Printer is experiencing problems then try the following:
1 Replace the Paper-Axis Motor ⇒ Page 8-84.

n Service Station usage - Number of Service Station cycles

represented as a percentage over the maximum number of
Service Station cycles that the Printer is designed to support. If
the percentage is more than 100% and the Printer is
experiencing problems then try the following:

1 Replace the Service Station ⇒ Page 8-52.

n Spittoon usage - Number of drops spitted into the Spittoon (on

the left hand side of the Printer) represented as a percentage over
the maximum number of drops allowed by the Spittoon. If the
percentage is more than 100% and the Printer is experiencing
problems then try the following:

.

1 Replace the Spittoon ⇒ Page 8-23.

n

Pinch-lift usage

- Number of Pinch-lift cycles represented as a
percentage over the maximum number of cycles that the Printer is
designed to support. If the percentage is

more than

100% and the

Printer is experiencing problems then try the following:
1 Replace the Pinch-Lift Mechanism ⇒ Page 8-67.

n

Cutter usage

- Number of times the Cutter has been used represente d
as a percentage over the maximum number of times that the Printer is
designed to support. If the percentage is

more than

100% and the

Printer is experiencing problems then try the following:
1 Replace the Cutter Assembly ⇒ Page 8-32.

n

Carriage usage

- Number of Printhead insertions in the Carriage stall
where the most Printheads have been inserted represented as a
percentage over the maximum number of Printhead insertions that the
Printer is designed to support. If the percentage is

more than

100%

and the Printer is experiencing problems then try the following:
1 Replace the Carriage Assembly ⇒ Page 8-78.

4-28

HP DesignJets 500 and 800 Series Printers Service Manual

Service Calibrations 5

Service Calibrations 5-2

Entering the Service Calibrations Menu 5-3
Printhead Alignme nt (includes PPS Calibration) 5-5
Color Calibration 5-7
Advance Calibration 5-9
Factory Advance Calibration 5-11

HP DesignJets 500 and 800 Series Printers Service Manual

5-1

Service Calibrations

Service Calibrations

The following is a list of all internal service calib rations availa ble in
the Printers. Instructions for entering the service calibrations menu
are given on Page 5-3.

1 Printhead Alignment ⇒ Page 5-5

The purpose of this Service Calibration is to correct the alignment
between the Printheads. This calibration is necessary in order to
prevent color misalignment and print quality defects like banding.

2 Color Calibration ⇒ Page 5-7

The purpose of this Calibration is to calibrate the ink system for the
specific media loaded into the Printer. The Printer stores the
calibration data for each type of media that has been calibrated since
the Printer was switched ON. If the Printer is switched OFF, it will
only store the last calibration done.

3 Advance Calibration ⇒ Page 5-9

The purpose of this Service Calibration is to calibrate the nominal
advance of the media. This calibration is necessary to control the
exact movement on the media type that will be used (upto 2) in
order to avoid print quality problems like banding.

4 Factory Advance Calibration ⇒ Page 5-11

The purpose of this Service Calibration is to calibrate the nominal
advance of the media. This calibration is necessary to control the
exact movement of the media in order to avoid print quality problems
like banding. The values from the Calibration will then be stored in
the EEROM and the user can restore the Printer to these values by
selecting "Restore factory" in the Advance Calibration menu.

5-2

HP DesignJets 500 and 800 Series Printers Service Manual