HP Designjet 820, Designjet 4500, Designjet 4520, Designjet T1100, Designjet T1120 service manual
...
DESIGNJET scanners: 820 MFP, 4500
Scanner/MFP, 4520 Scanner/MFP, HD
Scanner, T1100 MFP, T1120 HD MFP and
T1200 HD MFP series
Service manual
© Copyright Hewlett-Packard Company
2012
For HP Internal Use Only
7th edition
Legal notices
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information that is protected by copyright. All
rights are reserved. No part of this document
may be photocopied, reproduced, or
translated to another language without the
prior written consent of Hewlett-Packard
Company.
Notices
Warranty
The information contained in this
document is subject to change without
notice.
Hewlett-Packard makes no warranty
of any kind with regard to this
material, including, but not limited to,
the implied warranties of
merchantability and fitness for a
particular purpose.
Hewlett-Packard shall not be liable for
errors contained herein or for incidental
or consequential damages in connection
with the furnishing, performance, or use
of this material.
WARNING! The procedures described
in this manual are to be performed by
HP-qualified service personnel only.
Electrical Shock Hazard
Serious shock hazard leading to death or
injury may result if you do not take the
following precautions:
Ensure that the AC power outlet
●
(mains) has a protective earth
(ground) terminal.
Disconnect the product from the
●
power source prior to performing
any maintenance.
Prevent water or any other liquids
●
from running onto electrical
components or circuits, or through
openings in the enclosure.
Electrostatic Discharge
See
Electrostatic Discharge (ESD)
Precautions on page 65 for precautions
you should take to prevent damage to the
printer circuits 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 correctly
performed or adhered to, could result in
damage to or destruction of part or all of
the product. Do not proceed beyond a
Caution symbol until the indicated
conditions are fully understood and met.
Safety Symbols
General definitions of safety symbols are
given immediately after the table of
contents.
Content Management Department, Large Format Printing
Barcelona Division,
Hewlett-Packard Espanola, S.A.
Camí de Can Graells, 1–21
08174 Sant Cugat del Vallès
Spain
ENWW iii
iv Notices ENWW
Using this Manual
Purpose
This Service Manual contains information necessary to troubleshoot and service:
HP Designjet 820 MFP, Model Q6685
●
HP Designjet 4500 Scanner, Model Q1277A
●
HP Designjet 4500 MFP, Model Q1276A
●
HP Designjet 4520 Scanner, Model CM770A
●
HP Designjet 4520 HD MFP, Model CM769A
●
HP Designjet HD Scanner, Model CQ654A & CQ654B.
●
HP Designjet T1100 MFP, Model Q6713A
●
HP Designjet T1120 HD MFP, Model CK841A
●
HP Designjet T1200 HD MFP, Model CQ653A & CQ653B.
●
For information about using the product, see the corresponding user guide.
This Service Manual is about the Scanner and the integration with the printer as a copier. In order to
troubleshoot the printer, see the corresponding Service Manual for the printer.
Readership
The procedures described in this Service Manual are to be performed by HP Certified service personnel
only.
Part Numbers
Part Numbers for service parts can be found in
Parts and Diagrams on page 49.
ENWW v
vi Using this Manual ENWW
Table of contents
1 Troubleshooting
Troubleshooting tips ............................................................................................................................. 1
Is the problem with the Printer or the Scanner? ................................................................................... 1
Image-quality problems ........................................................................................................................ 2
Output problems ................................................................................................................................... 2
Troubleshooting System Error Codes .................................................................................................. 2
Using the SCANtest 6 Diagnostic Software ......................................................................................... 2
Troubleshooting Issues ........................................................................................................................ 6
Troubleshooting print-quality and copy issues ..................................................................................... 7
Troubleshooting general scanner issues ............................................................................................ 10
Troubleshooting Specific Scanner Issues .......................................................................................... 18
Cleaning the Scanning Area ............................................................................................................... 20
Troubleshooting Specific Panel PC Problems .................................................................................... 23
Preventive Maintenance Kit for HP Designjet Scanners .................................................................... 29
2 System Error Codes
System Error Codes for the Scanner Only ......................................................................................... 31
Error Codes for the JetImage Software RIP ....................................................................................... 39
Error Messages for the Touch Screen ............................................................................................... 45
3 Parts and Diagrams
Copier Stand & Touch Screen ............................................................................................................ 50
Copier Covers .................................................................................................................................... 52
Top Assemblies .................................................................................................................................. 53
Inside Guide Plate .............................................................................................................................. 54
Drive Assemblies ................................................................................................................................ 55
Camera Components and Fan ........................................................................................................... 56
Electronic Boards ............................................................................................................................... 57
Panel PC ............................................................................................................................................ 57
Panel PC Cabinet Components (Part 1) ............................................................................................ 58
Panel PC Cabinet Components (Part 2) ............................................................................................ 60
Miscellaneous items ........................................................................................................................... 61
4 Removal and Installation
Introduction ......................................................................................................................................... 64
Safety Precautions ............................................................................................................................. 64
Electrostatic Discharge (ESD) Precautions ........................................................................................ 65
ENWW vii
Required Tools ................................................................................................................................... 65
Top Cover ........................................................................................................................................... 66
Left Cover ........................................................................................................................................... 67
Right Cover ........................................................................................................................................ 68
Rear Cover ......................................................................................................................................... 72
Top Profile .......................................................................................................................................... 73
Guide Plate ......................................................................................................................................... 76
Guide Plate ......................................................................................................................................... 80
Glass Plate ......................................................................................................................................... 81
Entry Roller Shield .............................................................................................................................. 82
Exit Roller Shield ................................................................................................................................ 83
Camera Motor .................................................................................................................................... 84
Camera Lens Assembly ..................................................................................................................... 85
Camera Board .................................................................................................................................... 86
Power Supply Board ........................................................................................................................... 88
Driver Board ....................................................................................................................................... 90
Fan ..................................................................................................................................................... 92
Main Electronics Board ...................................................................................................................... 93
Interface Board ................................................................................................................................... 95
Stepper Motor ..................................................................................................................................... 96
Fluorescent Lamp ............................................................................................................................... 98
Elevation Motor Driver Board ............................................................................................................. 99
Elevation Motor ................................................................................................................................ 102
Entry Roller ....................................................................................................................................... 105
Exit Roller ......................................................................................................................................... 110
Exit Roller ......................................................................................................................................... 118
Entry Media Sensor .......................................................................................................................... 119
Exit Media Sensor ............................................................................................................................ 120
Belt ................................................................................................................................................... 121
Bottom Cover ................................................................................................................................... 123
Mirror Chassis .................................................................................................................................. 126
Stitching Wire ................................................................................................................................... 128
White Background Assembly ........................................................................................................... 130
PanelPC ........................................................................................................................................... 131
Open Cabinet ................................................................................................................................... 131
Screen Bezel .................................................................................................................................... 134
LCD .................................................................................................................................................. 134
Back Plate (rev A scanners) ............................................................................................................. 136
CPU Cooling Fan ............................................................................................................................. 137
CPU .................................................................................................................................................. 138
DRAM PCA ...................................................................................................................................... 139
DVD Drive ........................................................................................................................................ 140
Hard Disk Drive (rev A) .................................................................................................................... 142
Hard Disk Drive (HD and T1200 rev B) ............................................................................................ 144
LCD Controller PCA (rev A) ............................................................................................................. 145
Inverter PCA ..................................................................................................................................... 146
HDD/DVD Deck (rev A) .................................................................................................................... 147
viii ENWW
HDD/DVD Deck (rev B) .................................................................................................................... 148
Main PCA (rev A) ............................................................................................................................. 149
Main PCA (rev B) ............................................................................................................................. 152
Power Supply Unit (rev A) ................................................................................................................ 153
Power Supply Unit (rev B) ................................................................................................................ 155
System Fan ...................................................................................................................................... 156
5 Scanner Adjustments and Calibrations
Introduction ....................................................................................................................................... 158
Tools Required ................................................................................................................................. 158
Terminology ...................................................................................................................................... 159
Camera Design Overview ................................................................................................................ 159
Adjusting the Camera manually ....................................................................................................... 162
Adjusting the Camera Using the Camera Wizard ............................................................................. 172
Scanner Maintenance ...................................................................................................................... 179
ATAC Position Sensors check ......................................................................................................... 179
Original Guide Sensor Test .............................................................................................................. 180
Calibrate ATAC (Automatic Thickness Adjustment Control) ............................................................ 184
Driver Board Communication Test ................................................................................................... 185
Upgrade Scanner Firmware ............................................................................................................. 186
ENWW ix
x ENWW
1 Troubleshooting
Troubleshooting tips
●
Is the problem with the Printer or the Scanner?
●
Image-quality problems
●
Output problems
●
Troubleshooting System Error Codes
●
Using the SCANtest 6 Diagnostic Software
●
Troubleshooting Issues
●
Troubleshooting print-quality and copy issues
●
Troubleshooting general scanner issues
●
Troubleshooting Specific Scanner Issues
●
Cleaning the Scanning Area
●
Troubleshooting Specific Panel PC Problems
●
Preventive Maintenance Kit for HP Designjet Scanners
●
Troubleshooting tips
1. First record whether the problem is with the Printer, the Scanner, or the Touch Screen.
2. Make sure that the scanning area is completely clean.
3. Test 20: Noise Test can help you find where the scanning area is dirty.
4. The SCAN dump files can help you to understand the light profile of the affected scanner.
5. Remember, in order to cancel when copying, press the Cancel button on the Touch Screen and
the Cancel button on the printer.
Is the problem with the Printer or the Scanner?
If you experience the following symptoms, the problem could be related to the scanner:
System Error on the Touch Screen.
●
LED’s flashing on the Scanner Operator Panel.
●
WIDEsystem error message.
●
Vertical lines (either color or black) in the scanned image.
●
ENWW Troubleshooting tips 1
If you experience the following symptoms, then perform an Image Preview and send a Test Print:
Image Quality Problems.
●
No Output
●
Output is not as expected.
●
If the Image preview fails, this points to a problem with the Scanner. If the Test Print fails, this points to
a problem with the Printer.
Image-quality problems
If you have Image Quality problems in any prints, try the following:
1. Print out a file already stored or print out a demo file.
2. Once the print is finished, insert it into the Scanner.
3. Once scanned, print out the scanned image.
If the original print is the same as the copied print, then the problem is associated with the Printer.
●
If the original print is NOT the same as the copied print, then the problem is associated with the
●
Scanner.
Output problems
If the output is not as you expected it to be, try the following:
Check all the settings in the Software: Color Settings and Margins.
●
Check media settings: Media profile (in software) and media loaded in the printer (front panel
●
selection) should be the same.
Perform Color Calibration (both Scanner and printer).
●
Check the Preview Image.
●
If there is no output at all, then try the following:
Check the connection between the Printer and the scanner.
●
Check the selected settings: List, Collate, Scan to file...
●
Troubleshooting System Error Codes
Chapter 2, System Error Codes on page 30, 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.
Using the SCANtest 6 Diagnostic Software
Here we briefly describe the various tests found in the SCANtest 6 Diagnostic Software, for more detail
of some of the Adjustments shown below see Chapter 5,
on page 158.
The purpose of the SCANtest 6 diagnostic software is to support the troubleshooting and adjustment of
the Scanner.
2 Chapter 1 Troubleshooting ENWW
Scanner Adjustments and Calibrations
To access the software you must go to the Setup tab and to: Options, System, Service (this part is
password protected, the password is ’support' Scantest.
When the SCANtest 6 diagnostic software has been started, the Scanner is switched ON in Test Mode,
and the Diagnostic LED on the Operator Panel is turned ON.
Scanner Test Program Menu
Test 1: Scanner Information
●
Test 2: LED Test
●
Test 3: Key Test
●
Test 4: Original-Sensor Test
●
Test 5: Lamp Test
●
Test 6: Motor Test
●
Test 7: Complete Hardware Test
●
Test 9: Camera Adjustment
●
Test 11: Stitching and Vertical Alignment
●
Test 12: Adjust Y-Axis Scaling
●
Test 13: Switch Scanner to Test Mode
●
Test 20: Noise Test
●
Test 21: Scan Dump
●
Test 27: Camera Adjustment Wizard
●
Test 28: Original Guide Sensor Test
●
Test 30: Calibrate ATAC
●
Test 31: Driver Board Communication Test
●
If SCANtest 6 is started when the scanner is in Error Mode, the Error Code Number and a short
description of the error will be displayed on the screen.
Test 1: Scanner Information
This test displays general information regarding the scanner. When executed, the test displays the
following:
Scanner Model:
●
Firmware Release:
●
Firmware Release Date:
●
Firmware Build:
●
FPGA Revision:
●
FPGA Release Date:
●
Boot Code Revision:
●
Boot Code Release Date:
●
ENWW Using the SCANtest 6 Diagnostic Software 3
Scanner ID Switch:
●
SCSI ID:
●
Test 2: LED Test
This test checks the functionality of the LED Indicators on the Operator Panel. When the test is executed,
all the LEDs are sequentially switched ON/OFF until Test 2 is terminated. If any of the LEDs fail, you
will NOT get an error message, instead the LED will NOT switch ON or OFF. If the LED test fails, replace
the Right Cover (which contains the Operator Panel).
Test 3: Key Test
This test checks the functionality of the Keys on the Operator Panel. When the test is executed, each
key on the Operator Panel will turn the LED ON when pressed.
Key LED
Forward and Reverse Ready (Green)
Power Wait (Yellow)
ATAC control key
The only way to know if the test fails is by inspection, there is no error message that is displayed.
If the Key test fails, replace the Right Cover (which contains the Operator Panel).
Test 4: Original-Sensor T es t
This test checks the functionality of the Media Sensors.
When the test is executed, the following LEDs turn ON when one of the Media Sensors is activated.
Actuator LED
Media Entry Sensor Ready (Green)
Media Exit Sensor Ready (Green)
To test the Media Sensors, load a Sheet of media (A4) and the Ready LED switches ON and when you
remove it the Ready LED switches OFF.
If the test fails (if any of the LEDs fail to switch ON), then the problem will be related to corresponding
Sensor.
Test 5: Lamp Test
This test checks the functionality of the Lamp and associated electronics.
When the test is executed, a message on the screen will indicate whether the Lamp is turned ON or
OFF (Lamp power is turned ON/OFF) and whether the Light is ON/OFF (Light is detected or not).
The Lamp is delayed for approximately 2 seconds when switched ON.
Test 6: Motor Test
This test checks the functionality of the Stepper Motor and any associated electronics.
When the test is executed, a menu appears that allows you to select the motor speed and the motor
direction.
4 Chapter 1 Troubleshooting ENWW
If the Stepper Motor or the Driver Board fails to run when the test is executed, then the Stepper Motor
should be replaced.
Test 7: Complete Hardware Test
This test checks the various functions of the Driver and Camera Boards.
Test 9: Camera Adjustment
NOTE: This is the recommended way to adjust the cameras. However, Test 27 (the Camera
Adjustment Wizard) is provided as an easier alternative.
This test contains a Software Oscilloscope that allows you to check and adjust the CCD-Cameras. The
following functions can be selected from the Test Program Menu.
Uncorrected or Corrected Light Profile.
●
Red, Green, or Blue Color Channel.
●
Special Detail Views for Light Profile, Scan Width, and Vertical Positioning.
●
Forward / Reverse controls for the Camera Motor.
●
Save screen images.
●
Print screen images.
●
The content of the Detail Views is marked on the upper overview window by red vertical lines. The
continuous lines refer to the left Detail View and the dashed lines to the right Detail View.
Test 11: Stitching and Vertical Alignment
This test is also included in the Scanner Maintenance Software.
This test performs Automatic Vertical Alignment and Horizontal Stitching.
Once the test has been started:
Insert Calibration Sheet.
●
Select Vertical Alignment to align the cameras.
●
Select Horizontal Stitching to stitch the cameras.
●
The screen image can be saved or printed.
This test allows manual setting of the Stitch Values. The Stitch Values are stored in the Flash Memory
on the Driver Board.
The Vertical Alignment may be adjusted manually by controlling the Camera Motor from the control
field '<< dddd>>'. The two buttons marked ''<<' respectively '>>' are used to start the motor and to
determine the direction of rotation. When started, the motor runs for dddd mili-seconds as entered into
the control field.
Test 12: Adjustment of Y-Axis Scaling
This test allows you to adjust the Y-Axis Scaling.
The scaling (dpi) in the mechanical scan direction (Y-Axis) depends on the speed of the stepper motor
relative to the scanline Exposure Time. The default motor speed can be changed ± 1%, either from Test
12 or by using the ‘Scanner Setup/Correct ion fa ctor …’ option of SW copying. The correction factor
is stored in the Flash Memory on the Driver Board.
Test 13: Switch Scanner to Test Mode
ENWW Using the SCANtest 6 Diagnostic Software 5
This test allows you to switch the scanner back to Test Mode. Useful if the scanner gets out of Test
Mode, e.g. if it has to be turned OFF/ON during troubleshooting.
Test 20: Noise Test
The purpose of this test is to detect and locate the possible cause (dust, dirt, scratches,..) of vertical
lines running from top to bottom of the scanned image.
When the test is executed, it scans the White Calibration Area of the Calibration Sheet and displays, for
each color channel, the graytone values of each separate pixel averaged over the scanned band.
The displayed image of the Calibration Sheet will be superimposed by low level noise caused by the
CCD chip, and larger spikes most likely caused by dust, dirt, scratches, or similar defects on the Glass
Plate. In rare cases, larger spikes may be caused by dust, dirt, or pixel faults on the CCD chip.
The positions of larger spikes are shown by the numbers (cm or inch units) opposite to the spikes. The
numbers refer to the Sideload-ruler on the scanner. Larger spikes going downwards are often caused
by dust, dirt, scratches, or similar defects on the Glass Plate and may be removed by cleaning the Glass
Plate. Downward spikes often show up as darker vertical lines in the scanned image.
Larger spikes going upwards are often caused by dust or dirt present on the Glass Plate during the last
calibration with Scanner Maintenance. These defects are memorized by the Light Profiles stored in the
Flash Memory and can only be removed by cleaning of the Glass Plate followed by running Scanner
Maintenance again. Upward spikes show up as very bright vertical lines in the scanned image.
White vertical lines in the scanned image may be found even if Noise Test shows a perfectly ‘clean’
scanner. In this case, the cause may be white dust or particles on the backside of the Glass Plate having
the same color as the white background. In this case, the Light Profiles of SCANtest 6, Test 9 may show
upwards going spikes when a dark original is placed in the scan area.
Test 21: SCANdump
SCANdump is a tool for remote diagnostic. SCANdump saves the light profile from the cameras, error
codes, and statistics.
When the test is executed, the file SCANdump.con will be placed in the directory c:\Temp\.
Test 27: Camera Adjustment Wizard
This allows you to adjust the camera using a wizard that guides you through the complete process. Use
this test (instead of Test 9) only if you have no experience in adjusting the camera. See Adjusting the
Camera Using the Camera Wizard.
Test 28: Original Guide Sensor Test
This is to test the Guide Plate Sensors which are located under the Guide Plate. See Original Guide
Sensor Test.
Test 30: Calibrate ATAC (Automatic Thickness Adjustment Control)
This test sets the current level at which the ATAC will stop if something is preventing it from moving
down. See Calibrate ATAC (Automatic Thickness Adjustment Control).
Test 31: Driver Board Communication Test
This test checks the communication between the Scanner and the Driver Board. See Driver Board
Communication Test.
Troubleshooting Issues
The following guide will help you to find a solution to some typical problems that some customers may
experience. The problems (P#) that can be solved remotely through on-phone support and customer
6 Chapter 1 Troubleshooting ENWW
intervention are marked C. The problems that require on-site intervention performed by a Support
Technician are marked T.
NOTE: Before sending a Support Technician to the customer, identify whether the problem is related
to the scanner or the Panel PC (PPC).
If the problem is scanner-related, erase the parameter block and run the scanner maintenance. Then
perform the system recover using the most recent version of the software.
If the problem is PPC-related, perform the system recovery using the most recent version of the software.
If the problem persists, try the solutions listed in the tables below.
Troubleshooting print-quality and copy issues
P# Category Problem Q# Question Yes/NoC/T Solution
1 Copy
problem
2 Have you
P# Category Problem Q# Question Yes/NoC/T Solution
2 Copy
problem
2 Are the lines
The colors on one
side of the copy
do not
correspond to the
colors on the
other side of the
copy
I get thin lines of
wrong colors in
my copy
1 Have you cleaned
and calibrated
your scanner
recently?
upgraded the
system software
to the latest
version?
1 Are the lines
vertical and also
present in your
preview?
horizontal and
equally spaced?
No C Camera differences - The scanner
needs to be cleaned and calibrated
(see P
24 on page 17 and P25
on page 17)
Yes See Q2
No C Upgrade system software (use Update
Yes T Cameras need adjusting or the
Yes C Erase the parameter block and run the
No See Q2
Yes C Check printheads by starting
System DVD)
Camera Board replacing
scanner maintenance. Then clean and
calibrate the scanner (see P24
on page 17 and P25 on page 17)
printhead test on Printer. By using the
built-in test print function in the
Designjet Scan Copy application, you
can also get an idea whether the
Printer is performing OK
No See Q3
3 Are the lines
horizontal, but
irregular (maybe
only 1 line)?
4 Do you have a
great number of
regular spaced
lines very close to
each other and
restricted to one
side (1 camera)
only?
Yes C The lines could be caused by a data
error. Upgrade system software
No See Q4
Yes T You have a camera error. Replace
Camera Board
ENWW Troubleshooting print-quality and copy issues 7
P# Category Problem Q# Question Yes/NoC/T Solution
3 Copy
problem
2 Are the lines
P# Category Problem Q# Question Yes/NoC/T Solution
4 Copy
problem
2 Do you use the
I get thick lines of
slightly wrong
colors in my copy
Some colors are
not the same
when I compare
the master print
with the copy
1 Are the lines
vertical and also
present in your
preview?
horizontal and
equally spaced?
1 Is the scanner
clean and
calibrated?
correct media
profile for the
actual media?
Yes C The scanner needs to be cleaned and
calibrated (see P
P
25 on page 17)
No See Q2
Yes C Check printheads by starting
No See P2 on page 7
No C See P1 on page 7. Clean and calibrate
Yes See Q2
No C If you are using e.g. Glossy Media for
Yes See Q3
printhead test on Printer. By using the
built-in test print function in the
Designjet Scan Copy application, you
can also get an idea whether the
Printer is performing OK
the scanner (see P
and P
25 on page 17)
this copy, the media profile selected
should also be for Glossy Media.
24 on page 17 and
24 on page 17
3 Is the media
profile valid?
4 Is the option 'Ink
5 Is the media you
P# Category Problem Q# Question Yes/NoC/T Solution
5 Copy
problem
Only a part of the
master print is
being copied
Printer Original'
set in accordance
with your
original?
are printing on the
same type as the
original?
1 Are you scanning
a thick original?
No C Create a new media profile (see P26
on page 17)
Yes See Q4
No C If original was printed using an Inkjet
Printer, set this option (see P
on page 17)
Yes See Q5
No C e.g. Use Glossy Media to reproduce a
Glossy original
Yes C Create a new media profile (see P26
on page 17)
Yes C Uncheck extended media handling
box in scanner settings (using
extended media will load the original
between both entry and exit rollers
before scanning - this means that you
will not have the start of the thick
original scanned. Also the scan speed
will be slower, and no "back - ups"/
reversing is allowed while scanning)
27
No See Q2
8 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
2 Have you
selected 'Auto
size'?
3 Is the length too
short and the
width OK?
P# Category Problem Q# Question Yes/NoC/T Solution
6 Copy
problem
Which setting will
give me the best
result when
copying?
- - - C See section about media profile (P4).
Yes C The scanner needs to be cleaned (see
P
24 on page 17)
No See Q3
Yes C The problem may be with the Printer
(not able to print close to the edges) or
Panel PC (Hard Disk is full).
No C Check that the margins that are set are
not too big. Also check Scanner Media
Offsets
Use copy quality best. Choose the
correct Type of original ("Map" for
maps, "Photo" for photos, etc).
Eventually go to Original Setup to fine
adjust colors and sharpening. (See
also online help for more details button with "?" symbol)
P# Category Problem Q# Question Yes/NoC/T Solution
7 Copy
Problem
2 Is the Hard Disk
P# Category Problem Q# Question Yes/NoC/T Solution
8 Copy
problem
Nesting feature is
not working
The Collate Copy
function does not
work
1 Is the correct
printer selected?
close to being
full?
1 Is your Hard Disk
close to full?
No C Select the correct Printer
Yes See Q2
Yes C Free up some space, or try to run a
nesting job with only 2 or 3 small
pictures. If that works, see P
on page 17
No C Make sure that Nesting is set:
Select: Output Layout Nesting
optimized
Yes C Free up some space, or try to run a
collate job with a smaller picture.
No C Follow the step by step instructions in
the online help under Collate Copy.
27
ENWW Troubleshooting print-quality and copy issues 9
P# Category Problem Q# Question Yes/NoC/T Solution
9 Copy
problem
2 Are the lines not
3 Are the lines
The lines are not
accurate
1 Are the lines
wavy and
irregular?
sharp?
broken and the
errors situated in
a vertical column
between 2
columns?
Yes C/T C: The original could be curled or
crumpled. Try to flattten the original (in
case of very irregular waves there
could be a mechanical problem with
the scanner).
T: check motor and belt drive tension
according to TSM
No See Q2
Yes C/T C: Are you using the correct copy
method? Try sharpening. If sharpness
is different between Cameras, you
may have a Focus Problem.
T: Check focus of cameras with Focus
Adjustment Pattern.
No See Q3
Yes C You might have a visible stitching error
No C Check the dpi. In the case of too low
28 on page 17)
(see P
resolution, jagged diagonal lines will
appear.
P# Category Problem Q# Question Yes/NoC/T Solution
10 Copy
Problem
2 Have you
One side of the
preview is black
1 Have you
upgraded the
scanner firmware
to the latest
version?
upgraded the
system software
to the latest
version?
No C Upgrade scanner firmware to latest
Yes See Q2
No C Upgrade system software (use
Yes T Most likely a Camera Error. Perform
Troubleshooting general scanner issues
P# Category Problem Q# Question Yes/NoC/T Solution
11 Copy
problem
Only a part of the
master print is
being copied
1 Are you scanning
a thick original?
Yes C Uncheck extended media handling
version. See
Firmware on page 186.
System Recovery DVD).
the Manual Camera Adjustment (Test
9). Replace the Camera Board if
necessary.
box in scanner settings (using
extended media will load the original
between both entry and exit rollers
before scanning - this means that you
will not have the start of the thick
original scanned. Also the scan speed
will be slower, and no "back - ups"/
reversing is allowed while scanning).
Upgrade Scanner
No See Q2
10 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
2 Have you
selected 'Auto
size'?
3 Is the length too
short and the
width OK?
P# Category Problem Q# Question Yes/NoC/T Solution
12 System Error What should I do
when the
program hangs?
1 Are you running a
copy job?
Yes C The scanner needs to be cleaned (see
P
24 on page 17)
No See Q3
Yes C The problem may be with the Printer
(not able to print close to the edges) or
Panel PC (Hard Disk is full).
No C Check that the margins that are set are
not too big. Also check Scanner Media
Offsets.
Yes C Making a copy takes a lot of resources
according to the settings. Wait till the
copy is done before performing
another action.
No Restart the system. If the problem is
coming back, run the System recovery
(see P
17 on page 13)
P# Category Problem Q# Question Yes/NoC/T Solution
13 File problem When I scan to
file, the file is very
big
2 Are you scanning
1 Are you scanning
in color?
in gray tones?
Yes C Scanning large drawings will generate
very big files. An A0 color drawing
scanned at 300 dpi will generate a file
size of approx. three Gigabytes when
scanned in an uncompressed format.
In order to reduce file size, select TIFF
- pack bits as format. You can reduce
size even more by selecting JPEG
format, but this format will reduce
picture quality.
No See Q2
Yes C Scanning large drawings will generate
big files. An A0 gray tone drawing
scanned at 300 dpi will generate a file
size of approx. 300 Mbytes when
scanned in an uncompressed format.
In order to reduce file size, select TIFF
- pack bits as format. You can reduce
size even more by selecting JPEG
format, but this format will reduce
picture quality.
No In order to reduce file size on scanned
B/W drawings, select TIFF group 4
compression.
ENWW Troubleshooting general scanner issues 11
P# Category Problem Q# Question Yes/NoC/T Solution
14 File problem When I scan to
file my application
it cannot read the
file
P# Category Problem Q# Question Yes/NoC/T Solution
15 Network
Problem
P# Category Problem Q# Question Yes/NoC/T Solution
16 Scan to
network
(feature only
available in
T1100 MFP)
I cannot access
the system from
the network
I cannot access
network drivers
1 Did you get an
error message
when creating the
file?
1 Is the PC
connected to the
network?
1 With the Panel
PC connected to
the LAN, can you
access the Panel
PC from another
computer on the
network?
Yes C Check that you have enough disk
space and scan to file again, choosing
TIFF uncompressed as format
No C We only recommend to use the built-in
viewer for file viewing. Large format
drawing files may not load correctly in
other viewers due to file size. Try to
scan a smaller original (A4).
Yes C Do basic network troubleshooting.
No C Connect the PC to the Network.
Yes C Go to Q2
No C Check the network performance and
connection to the scanner Panel PC.
2 Is the folder of the
server you are
trying to map
already mapped
by another user in
the Panel PC?
3 Do you have
permission to
access and write
to the network
folder you are
trying to map?
4 Are you using the
correct user
name and
password?
Yes C Windows does not allow the same
server to be mapped by two different
users on one computer. Use the
access connection previously mapped
or delete the connection and map a
new access connection.
No C Go to Q3
Yes C Go to Q4
No C You cannot access this network folder.
Select a network folder for which you
have read and write permissions.
Yes C Try to map the network file from
another computer by selecting
Windows Explorer, Tools, Map
network drive. If you are able to map
the drive in this manner, you should
also be able to map through the Panel
PC.
No C Use the correct user name and
password.
12 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
17 Recovery How and when is
the Recovery
DVD used?
P# Category Problem Q# Question Yes/NoC/T Solution
18 Scanner
Calibration
Problem
2 Error: Basic
Scanner
Maintenance did
not succeed
- - - C The recovery DVD is used if the
system needs to be reinstalled. Insert
the DVD in to the PC and reboot the
system.
1 Did any error
occur when
performing the
Scanner
Maintenance?
calibration was
performed. but
failed to stitch
scanner or
Could not find
horizontal line
or Could not
read bar lines
or Could not
recognize the
scanned IT8
picture.
Yes C See Q2
No C Clean the scanner and then run
Scanner Maintenance again (see
P24 on page 17 and P25
on page 17). If that does not help,
see Q5.
Yes C Clean the scanner and then run
Scanner Maintenance again (see
P
24 on page 17 and P25
on page 17). If that does not help,
see Q5.
No See Q3.
3 Error: Sheet not
recognized.
4 Error: No
5 Have you
P# Category Problem Q# Question Yes/NoC/T Solution
19 System error I cannot install my
application on the
system.
movement in
camera position
has been
detected during
vertical camera
alignment.
upgraded the
system software
to the latest
version?
- - - C The copy system is only meant to
Yes C Reinsert calibration sheet correctly
and run Scanner Maintenance again.
If that does not help, see Q5.
No See Q4.
Yes T Check the camera.
No See Q5.
No C Upgrade system software (use Update
System DVD). Clean the scanner and
then run Scanner Maintenance again
(see P
24 on page 17 and P25
on page 17).
Yes T Check the camera.
handle the factory installed software
and applications.
ENWW Troubleshooting general scanner issues 13
P# Category Problem Q# Question Yes/NoC/T Solution
20 Updating How do I update
the system?
P# Category Problem Q# Question Yes/NoC/T Solution
21 Start-up
Problem
2 Does Panel PC
3 Does Panel PC
The system does
not power up
- - - C Insert the System Recovery DVD into
the DVD drive and reboot the Panel
PC.
1 Is the system
dead (no LEDs
are lit, the Panel
PC screen is
black, and no fannoise can be
heard)?
start with the
normal initial
screen?
start normally, but
the software does
not work?
Yes C 1. Check that all power switches on
the equipment are ON.
2. Check if there is power at the wall
outlet.
3. Check power cables between
wall outlet and the individual
units.
No See Q2.
Yes C See Q5.
No See Q3.
Yes C Reinstall system software
No See Q4
4 Is the Panel PC
dead (no fan
noise can be
heard and no
screen image
appears)?
5 Is the Scanner
dead (no fan
noise can be
heard and no
LEDs are lit)?
6 Does the scanner
hangup with all
LEDs lit?
P# Category Problem Q# Question Yes/NoC/T Solution
Yes T Troubleshoot the Panel PC.
No See Q5.
No See Q6.
Yes T Check, and if necessary replace:
1. Power Supply Unit
2. Driver Board
Yes T Try the following:
1. Erase parameter block
2. Update the system software
3. Replace the Main Board
No See P23 on page 15.
22 Mechanical
Problem
I cannot load the
original
1 Please try to load
a new piece of A4
paper at the
center of the
scanner. Does
this paper load?
Yes C You have a problem with your original.
Please check that paper edges are not
bent or curled in any way.
No See Q2.
14 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
2 Can paper be
loaded by
pressing the
"Forward" key?
3 Does the Ready
P# Category Problem Q# Question Yes/NoC/T Solution
23 Error code I get an Error
Code, what do I
do?
LED turn ON
when activating
Original Sensor
(insert paper)?
- - - - Re-power the system, and check if the
Yes C See Q3.
No T Try replacing the following:
1. Driver Board
2. Power Supply Unit
3. Feed Motor
4. Main Board
No T Check, and if necessary replace:
1. Original Sensors
2. Main Board
Yes C Check the settings in the software for
media loading.
error code reappears. If it does, see
Q1.
1 Have you
P# Category Problem Q# Question Yes/NoC/T Solution
23a Error Code I still get an error
code, what do I
do?
upgraded the
system software
to the latest
version?
Does the
Diagnostic LED
(and, in some
cases also other
LEDs) blink?
No C Upgrade the system software by using
Yes C Lower Guide Plate to Normal position,
the System Recovery DVD). Check if
Error Codes reappears. If it does, see
P
23a on page 15.
start Preview Scan to obtain an Error
Code or check if WIDEsystem gives an
Error Code.
ENWW Troubleshooting general scanner issues 15
P# Category Problem Q# Question Yes/NoC/T Solution
Error Code 100:
3002 to 3013
3019 to 3037
Error Code 100:
3014 to 3018
Error Code 100:
4003x and 4004x
Have you cleaned
the white
background and
glass plate, and
performed
Scanner
Maintenance?
Have you cleaned
the white
background and
glass plate, and
performed
Scanner
Maintenance?
1 Does the Lamp
light up?
Yes T Check Camera Adjustment. If
necessary, replace the Camera
Board.
No C See P24 on page 17 and P25
on page 17.
Yes T Try the following:
1. Upgrade the firmware
2. Check the Stitching Wire
3. Check Camera Adjustment
4. Replace Main Board
No C See P23 on page 15 and P25
on page 17.
No T Try replacing the following:
1. Lamp
2. Driver Board
3. Main Board
Yes See Q2.
2 Have you cleaned
the white
background and
glass plate, and
performed
Scanner
Maintenance?
Error Code 100:
500xx
Error Code 600xx 1 Is it Error Code
"No scanner
found"
1 Have you
performed
Scanner
Maintenance?
600xx
1 Does the scanner
start normally?
2 Are the interface
cables (USB or
FireWire)
properly
connected to the
scanner and the
Panel PC?
3 Have you run the
System Recovery
DVD?
Yes See complete list.
No C See P24 on page 17 and P25
on page 17.
No C See P24 on page 17 and P25
on page 17.
Yes T Replace Main Board
Yes T Replace Interface Board
No C See P23 on page 15.
Yes C See Q2.
Yes C See Q3.
Yes T 1. Replace Interface Cable
2. Replace Interface Board
16 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
24 Cleaning How do I clean
the scanner?
P# Category Problem Q# Question Yes/NoC/T Solution
25 Color
Calibration
P# Category Problem Q# Question Yes/NoC/T Solution
26 Media
Validation
How do I color
calibrate the
scanner?
What is media
validation? How
do I validate?
- - - C Clean the Glass Plate on both sides
with mild detergent, and wipe
thoroughly with a lint-free cloth until
dry. Check for scratches. Deep
scratches on the glass plate or
background platen means
replacement of the part.
1 Do you have the
correct and "as
new" scanner
maintenance
sheet for the
scanner?
— — - C If the validate feature is chosen, a new
Yes C Clean scanner (see P24 on page 17).
Insert the scanner maintenance sheet.
Start scanner maintenance. The
process is automatic and will also
include stitching.
No C Get Correct/New Scanner
Maintenance Sheet.
color patch sheet is printed and can be
scanned for validation. In this way it
can be determined whether the
produced color map has passed.
P# Category Problem Q# Question Yes/NoC/T Solution
27 Ink Printer
Original
P# Category Problem Q# Question Yes/NoC/T Solution
28 Visible
stitching
Errors
What is Ink
Printer Original?
What is a visible
stitching error?
- — - C When the original has been printed on
an Inkjet printer this option should be
enabled.
- - - C A visible stitching error appears
typically as a column of broken lines
between 2 cameras. Normally it can be
solved by running Scanner
Maintenance, which will perform an
automatic stitching adjustment. With
some curled or creased/crumpled
originals it is necessary to straighten
out the original to prevent it from lifting
from the glass plate. With thick
originals it can be necessary to adjust
the stitching (stitching used for thick
originals only, set this in scanner
setup). A visible stitching error should
not be confused with the error
message Error 32 - Could not stitch
Camera A and B.
ENWW Troubleshooting general scanner issues 17
Troubleshooting Specific Scanner Issues
P# Category Problem Q# Question Yes/NoC/T Solution
29 Vertical lines
(possible
dust
problem)
P# Category Problem Q# Question Yes/NoC/T Solution
30 Firmware You are receiving
P# Category Problem Q# Question Yes/NoC/T Solution
The image has a
vertical, white or
black line, which
could be caused
by dust. To verify
that the line is
caused by dust,
preview the
image and
inspect the
preview using the
viewing section
buttons.
firmware-related
errors.
- - - C Perform Scanner Maintenance:
Cleaning and Camera Alignment.
Using Test 20 from SCANtest 6 may
help to identify dusty/ dirty areas.
- - - C Try upgrading the firmware version.
Upgrade Scanner Firmware
See
on page 186.
31 Stepper
Motor
P# Category Problem Q# Question Yes/NoC/T Solution
32 Lamp The lamp does
The Stepper
Motor does not
work.
not work.
- - - C Try the following:
1. Use Test 6: Motor Test to check
the functionality of the Stepper
Motor.
2. Replace the Driver Board.
3. Replace the Stepper Motor.
- - - C Try the following:
1. Reseat the lamp cartridge.
2. Ensure that the Driver Board is
connected to the power supply
unit.
3. Ensure that the lamp sensor and
the Driver Board are functioning
correctly.
18 Chapter 1 Troubleshooting ENWW
P# Category Problem Q# Question Yes/NoC/T Solution
33 Skewing There is a
skewing problem
P# Category Problem Q# Question Yes/NoC/T Solution
34 Media
Loading
The media connot
be loaded or
there are other
media loading
problems.
- - - C Try the following:
1. Ensure that the Guide Plate is
closed and latched.
2. Replace the Guide Plate.
3. Clean the rollers with isopropyl
alcohol.
4. Replace the rollers.
- - - C Try the following:
1. Check the Original Sensor
(green LED when loading
media), or use Test 4: Original-
Sensor Test to check the
functionality of the sensor.
2. Use Test 6: Motor Test to check
the functionality of the Stepper
Motor.
P# Category Problem Q# Question Yes/NoC/T Solution
35 Fan The fan is not
working
P# Category Problem Q# Question Yes/NoC/T Solution
36 Software You are
experiencing
problems with the
software
- - - C Try the following:
1. Ensure that the fan is correctly
connected.
2. If the fan is connected and still
doesn’t work, replace the Driver
Board or the fan.
3. If the fan and driver board are
working correctly, the problem
could be related to the NTC
Sensor.
- - - C Try the following:
1. Use the System Recovery DVD
to reload the software.
2. After reloading the software, set-
up the system on the network
again (if necessary).
3. If the problems persist, run the
System Recovery DVD again,
and delete the user’s files
(press F12).
ENWW Troubleshooting Specific Scanner Issues 19
P# Category Problem Q# Question Yes/NoC/T Solution
37 Firmware All of the LEDs in
the scanner’s
front panel are
flashing when you
turn on the
scanner (as
shown in the
image below),
indicating that
printer firmware
needs to be
upgraded.
NOTE: This
describes a
different situation
than when the
scanner is turned
on in special boot
mode, in which
the LEDs also
flash.
- - - C The most probable reason for this
situation is that the last firmware
upgrade attempt was not successful.
To remedy this situation, upgrade the
firmware (see
Firmware on page 186).
NOTE: Before launching the
firmware upgrade utility, verify that the
scanner is connected directly to the
touchscreen by the FireWire cable,
and then press the rescan bus button.
The scanner will not detect the
necessary connection without the use
of the FireWire.
Upgrade Scanner
Cleaning the Scanning Area
The following parts must be cleaned using a soft lint-free cloth and a mild, streak-free, cleaning
detergent. Alternatively, the parts may be cleaned without the use of cleaning detergents by using a
damp micro-fibre cleaning cloth (soak the cloth with water and wring until damp):
Main scanner cover. Clean the main scanner cover to ensure that no dust is introduced into the
●
scanning area when you scan an original.
White Background Plate on the Guide Plate
●
The Glass Plate. If you clean both sides, be very careful not to touch the Stitching Wire (located
●
under the Glass Plate) out of position. Do not use solvents, as this may dissolve the paint used for
the black masks on the Glass Plate. Do not recommend that customers clean the underside of the
glass plate; it should only be cleaned by an HP support technician.
The Mirrors. It is necessary to remove the Mirror Chassis to get access to the Mirrors for cleaning.
●
The Camera Adjustment must be checked and if necessary readjusted after the replacement of
the Mirror Chassis.
20 Chapter 1 Troubleshooting ENWW
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