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

This document contains proprietary information that is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company.

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.

Safety Symbols

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

WARNING! The Warning symbol calls attention to a procedure, practice, or the like, which, if not correctly performed or adhered to, could result in personal injury. Do not proceed beyond a Warning symbol until the indicated conditions are fully understood and met.

CAUTION: The Caution symbol calls attention to an operating procedure, practice, or the like, which, if not correctly performed or adhered to, could result in damage to or destruction of part or all of the product. Do not proceed beyond a Caution symbol until the indicated conditions are fully understood and met.

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, Scanner Adjustments and Calibrations

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

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 Test

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/Correction factor …’ 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/	C/T	Solution
					No
1	Copy	The colors on one	1	Have you cleaned	No	C	Camera differences - The scanner
	problem	side of the copy		and calibrated			needs to be cleaned and calibrated
		do not		your scanner			(see P24 on page 17 and P25
		correspond to the		recently?			on page 17)
		colors on the
					Yes		See Q2
		other side of the
		copy
			2	Have you	No	C	Upgrade system software (use Update
				upgraded the			System DVD)
				system software
					Yes	T	Cameras need adjusting or the
				to the latest
				version?			Camera Board replacing

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
2	Copy	I get thin lines of	1	Are the lines	Yes	C	Erase the parameter block and run the
	problem	wrong colors in		vertical and also			scanner maintenance. Then clean and
		my copy		present in your			calibrate the scanner (see P24
				preview?			on page 17 and P25 on page 17)
					No		See Q2
			2	Are the lines	Yes	C	Check printheads by starting
				horizontal and			printhead test on Printer. By using the
				equally spaced?			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	Yes	C	The lines could be caused by a data
				horizontal, but			error. Upgrade system software
				irregular (maybe
					No		See Q4
				only 1 line)?
			4	Do you have a	Yes	T	You have a camera error. Replace
				great number of			Camera Board
				regular spaced
				lines very close to
				each other and
				restricted to one
				side (1 camera)
				only?

ENWW

Troubleshooting print-quality and copy issues

7

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
3	Copy	I get thick lines of	1	Are the lines	Yes	C	The scanner needs to be cleaned and
	problem	slightly wrong		vertical and also			calibrated (see P24 on page 17 and
		colors in my copy		present in your			P25 on page 17)
				preview?
					No		See Q2
			2	Are the lines	Yes	C	Check printheads by starting
				horizontal and			printhead test on Printer. By using the
				equally spaced?			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 P2 on page 7

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
4	Copy	Some colors are	1	Is the scanner	No	C	See P1 on page 7. Clean and calibrate
	problem	not the same		clean and			the scanner (see P24 on page 17
		when I compare		calibrated?			and P25 on page 17)
		the master print
					Yes		See Q2
		with the copy
			2	Do you use the	No	C	If you are using e.g. Glossy Media for
				correct media			this copy, the media profile selected
				profile for the			should also be for Glossy Media.
				actual media?
					Yes		See Q3
			3	Is the media	No	C	Create a new media profile (see P26
				profile valid?			on page 17)
					Yes		See Q4
			4	Is the option 'Ink	No	C	If original was printed using an Inkjet
				Printer Original'			Printer, set this option (see P27
				set in accordance			on page 17)
				with your
					Yes		See Q5
				original?
			5	Is the media you	No	C	e.g. Use Glossy Media to reproduce a
				are printing on the			Glossy original
				same type as the
					Yes	C	Create a new media profile (see P26
				original?
							on page 17)

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
5	Copy	Only a part of the	1	Are you scanning	Yes	C	Uncheck extended media handling
	problem	master print is		a thick original?			box in scanner settings (using
		being copied					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)
					No		See Q2

8 Chapter 1 Troubleshooting

ENWW

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
			2	Have you	Yes	C	The scanner needs to be cleaned (see
				selected 'Auto			P24 on page 17)
				size'?
					No		See Q3
			3	Is the length too	Yes	C	The problem may be with the Printer
				short and the			(not able to print close to the edges) or
				width OK?			Panel PC (Hard Disk is full).
					No	C	Check that the margins that are set are
							not too big. Also check Scanner Media
							Offsets

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
6	Copy	Which setting will	-	-	-	C	See section about media profile (P4).
	problem	give me the best					Use copy quality best. Choose the
		result when					correct Type of original ("Map" for
		copying?					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/	C/T	Solution
					No
7	Copy	Nesting feature is	1	Is the correct	No	C	Select the correct Printer
	Problem	not working		printer selected?
					Yes		See Q2
			2	Is the Hard Disk	Yes	C	Free up some space, or try to run a
				close to being			nesting job with only 2 or 3 small
				full?			pictures. If that works, see P27
							on page 17
					No	C	Make sure that Nesting is set:
							Select: Output Layout Nesting
							optimized
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
8	Copy	The Collate Copy	1	Is your Hard Disk	Yes	C	Free up some space, or try to run a
	problem	function does not		close to full?			collate job with a smaller picture.
		work
					No	C	Follow the step by step instructions in
							the online help under Collate Copy.

ENWW

Troubleshooting print-quality and copy issues

9

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
9	Copy	The lines are not	1	Are the lines	Yes	C/T	C: The original could be curled or
	problem	accurate		wavy and			crumpled. Try to flattten the original (in
				irregular?			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
			2	Are the lines not	Yes	C/T	C: Are you using the correct copy
				sharp?			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
			3	Are the lines	Yes	C	You might have a visible stitching error
				broken and the			(see P28 on page 17)
				errors situated in
					No	C	Check the dpi. In the case of too low
				a vertical column
				between 2			resolution, jagged diagonal lines will
				columns?			appear.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
10	Copy	One side of the	1	Have you	No	C	Upgrade scanner firmware to latest
	Problem	preview is black		upgraded the			version. SeeUpgrade Scanner
				scanner firmware			Firmware on page 186.
				to the latest
					Yes		See Q2
				version?
			2	Have you	No	C	Upgrade system software (use
				upgraded the			System Recovery DVD).
				system software
					Yes	T	Most likely a Camera Error. Perform
				to the latest
				version?			the Manual Camera Adjustment (Test
							9). Replace the Camera Board if
							necessary.

Troubleshooting general scanner issues

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
11	Copy	Only a part of the	1	Are you scanning	Yes	C	Uncheck extended media handling
	problem	master print is		a thick original?			box in scanner settings (using
		being copied					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).
					No		See Q2

10 Chapter 1 Troubleshooting

ENWW

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
			2	Have you	Yes	C	The scanner needs to be cleaned (see
				selected 'Auto			P24 on page 17)
				size'?
					No		See Q3
			3	Is the length too	Yes	C	The problem may be with the Printer
				short and the			(not able to print close to the edges) or
				width OK?			Panel PC (Hard Disk is full).
					No	C	Check that the margins that are set are
							not too big. Also check Scanner Media
							Offsets.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
12	System Error	What should I do	1	Are you running a	Yes	C	Making a copy takes a lot of resources
		when the		copy job?			according to the settings. Wait till the
		program hangs?					copy is done before performing
							another action.
					No		Restart the system. If the problem is
							coming back, run the System recovery
							(see P17 on page 13)

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
13	File problem	When I scan to	1	Are you scanning	Yes	C	Scanning large drawings will generate
		file, the file is very		in color?			very big files. An A0 color drawing
		big					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
			2	Are you scanning	Yes	C	Scanning large drawings will generate
				in gray tones?			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/	C/T	Solution
					No
14	File problem	When I scan to	1	Did you get an	Yes	C	Check that you have enough disk
		file my application		error message			space and scan to file again, choosing
		it cannot read the		when creating the			TIFF uncompressed as format
		file		file?
					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).

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
15	Network	I cannot access	1	Is the PC	Yes	C	Do basic network troubleshooting.
	Problem	the system from		connected to the
					No	C	Connect the PC to the Network.
		the network		network?

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
16	Scan to	I cannot access	1	With the Panel	Yes	C	Go to Q2
	network	network drivers		PC connected to
					No	C	Check the network performance and
	(feature only			the LAN, can you
	available in			access the Panel			connection to the scanner Panel PC.
	T1100 MFP)			PC from another
				computer on the
				network?
			2	Is the folder of the	Yes	C	Windows does not allow the same
				server you are			server to be mapped by two different
				trying to map			users on one computer. Use the
				already mapped			access connection previously mapped
				by another user in			or delete the connection and map a
				the Panel PC?			new access connection.
					No	C	Go to Q3
			3	Do you have	Yes	C	Go to Q4
				permission to
					No	C	You cannot access this network folder.
				access and write
				to the network			Select a network folder for which you
				folder you are			have read and write permissions.
				trying to map?
			4	Are you using the	Yes	C	Try to map the network file from
				correct user			another computer by selecting
				name and			Windows Explorer, Tools, Map
				password?			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/	C/T	Solution
					No
17	Recovery	How and when is	-	-	-	C	The recovery DVD is used if the
		the Recovery					system needs to be reinstalled. Insert
		DVD used?					the DVD in to the PC and reboot the
							system.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
18	Scanner	Scanner	1	Did any error	Yes	C	See Q2
	Calibration	Maintenance did		occur when
					No	C	Clean the scanner and then run
	Problem	not succeed		performing the
				Scanner			Scanner Maintenance again (see
				Maintenance?			P24 on page 17 and P25
							on page 17). If that does not help,
							see Q5.
			2	Error: Basic	Yes	C	Clean the scanner and then run
				calibration was			Scanner Maintenance again (see
				performed. but			P24 on page 17 and P25
				failed to stitch			on page 17). If that does not help,
				scanner or			see Q5.
				Could not find
					No		See Q3.
				horizontal line
				or Could not
				read bar lines
				or Could not
				recognize the
				scanned IT8
				picture.
			3	Error: Sheet not	Yes	C	Reinsert calibration sheet correctly
				recognized.			and run Scanner Maintenance again.
							If that does not help, see Q5.
					No		See Q4.
			4	Error: No	Yes	T	Check the camera.
				movement in
					No		See Q5.
				camera position
				has been
				detected during
				vertical camera
				alignment.
			5	Have you	No	C	Upgrade system software (use Update
				upgraded the			System DVD). Clean the scanner and
				system software			then run Scanner Maintenance again
				to the latest			(see P24 on page 17 and P25
				version?			on page 17).
					Yes	T	Check the camera.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
19	System error	I cannot install my	-	-	-	C	The copy system is only meant to
		application on the					handle the factory installed software
		system.					and applications.

ENWW	Troubleshooting general scanner issues 13

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
20	Updating	How do I update	-	-	-	C	Insert the System Recovery DVD into
		the system?					the DVD drive and reboot the Panel
							PC.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
21	Start-up	The system does	1	Is the system	Yes	C	1. Check that all power switches on
	Problem	not power up		dead (no LEDs				the equipment are ON.
				are lit, the Panel			2. Check if there is power at the wall
				PC screen is
				black, and no fan-				outlet.
				noise can be			3. Check power cables between
				heard)?
								wall outlet and the individual
								units.
					No		See Q2.
			2	Does Panel PC	Yes	C	See Q5.
				start with the
					No		See Q3.
				normal initial
				screen?
			3	Does Panel PC	Yes	C	Reinstall system software
				start normally, but
					No		See Q4
				the software does
				not work?
			4	Is the Panel PC	Yes	T	Troubleshoot the Panel PC.
				dead (no fan
					No		See Q5.
				noise can be
				heard and no
				screen image
				appears)?
			5	Is the Scanner	No		See Q6.
				dead (no fan
					Yes	T	Check, and if necessary replace:
				noise can be
				heard and no			1.	Power Supply Unit
				LEDs are lit)?
							2.	Driver Board
			6	Does the scanner	Yes	T	Try the following:
				hangup with all			1.	Erase parameter block
				LEDs lit?
							2.	Update the system software
							3.	Replace the Main Board
					No		See P23 on page 15.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
22	Mechanical	I cannot load the	1	Please try to load	Yes	C	You have a problem with your original.
	Problem	original		a new piece of A4			Please check that paper edges are not
				paper at the			bent or curled in any way.
				center of the
					No		See Q2.
				scanner. Does
				this paper load?

14 Chapter 1 Troubleshooting

ENWW

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
			2	Can paper be	Yes	C	See Q3.
				loaded by
					No	T	Try replacing the following:
				pressing the
				"Forward" key?			1.	Driver Board
							2.	Power Supply Unit
							3.	Feed Motor
							4.	Main Board
			3	Does the Ready	No	T	Check, and if necessary replace:
				LED turn ON			1.	Original Sensors
				when activating
				Original Sensor			2.	Main Board
				(insert paper)?
					Yes	C	Check the settings in the software for
							media loading.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
23	Error code	I get an Error	-	-	-	-	Re-power the system, and check if the
		Code, what do I					error code reappears. If it does, see
		do?					Q1.
			1	Have you	No	C	Upgrade the system software by using
				upgraded the			the System Recovery DVD). Check if
				system software			Error Codes reappears. If it does, see
				to the latest			P23a on page 15.
				version?
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
23a	Error Code	I still get an error		Does the	Yes	C	Lower Guide Plate to Normal position,
		code, what do I		Diagnostic LED			start Preview Scan to obtain an Error
		do?		(and, in some			Code or check if WIDEsystem gives an
				cases also other			Error Code.
				LEDs) blink?

ENWW	Troubleshooting general scanner issues 15

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
		Error Code 100:		Have you cleaned	Yes	T	Check Camera Adjustment. If
		3002 to 3013		the white			necessary, replace the Camera
		3019 to 3037		background and			Board.
				glass plate, and
					No	C	See P24 on page 17 and P25
				performed
				Scanner			on page 17.
				Maintenance?
		Error Code 100:		Have you cleaned	Yes	T	Try the following:
		3014 to 3018		the white			1.	Upgrade the firmware
				background and
				glass plate, and			2. Check the Stitching Wire
				performed
				Scanner			3.	Check Camera Adjustment
				Maintenance?
							4.	Replace Main Board
					No	C	See P23 on page 15 and P25
							on page 17.
		Error Code 100:	1	Does the Lamp	No	T	Try replacing the following:
		4003x and 4004x		light up?			1.	Lamp
							2.	Driver Board
							3.	Main Board
					Yes		See Q2.
			2	Have you cleaned	Yes		See complete list.
				the white
					No	C	See P24 on page 17 and P25
				background and
				glass plate, and			on page 17.
				performed
				Scanner
				Maintenance?
		Error Code 100:	1	Have you	No	C	See P24 on page 17 and P25
		500xx		performed			on page 17.
				Scanner
					Yes	T	Replace Main Board
				Maintenance?
		Error Code 600xx	1	Is it Error Code	Yes	T	Replace Interface Board
				600xx
		"No scanner	1	Does the scanner	No	C	See P23 on page 15.
		found"		start normally?
					Yes	C	See Q2.
			2	Are the interface	Yes	C	See Q3.
				cables (USB or
				FireWire)
				properly
				connected to the
				scanner and the
				Panel PC?
			3	Have you run the	Yes	T	1.	Replace Interface Cable
				System Recovery			2.	Replace Interface Board
				DVD?

16 Chapter 1 Troubleshooting

ENWW

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
24	Cleaning	How do I clean	-	-	-	C	Clean the Glass Plate on both sides
		the scanner?					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.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
25	Color	How do I color	1	Do you have the	Yes	C	Clean scanner (see P24 on page 17).
	Calibration	calibrate the		correct and "as			Insert the scanner maintenance sheet.
		scanner?		new" scanner			Start scanner maintenance. The
				maintenance			process is automatic and will also
				sheet for the			include stitching.
				scanner?
					No	C	Get Correct/New Scanner
							Maintenance Sheet.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
26	Media	What is media	—	—	-	C	If the validate feature is chosen, a new
	Validation	validation? How					color patch sheet is printed and can be
		do I validate?					scanned for validation. In this way it
							can be determined whether the
							produced color map has passed.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
27	Ink Printer	What is Ink	-	—	-	C	When the original has been printed on
	Original	Printer Original?					an Inkjet printer this option should be
							enabled.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
28	Visible	What is a visible	-	-	-	C	A visible stitching error appears
	stitching	stitching error?					typically as a column of broken lines
	Errors						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/	C/T	Solution
					No
29	Vertical lines	The image has a	-	-	-	C	Perform Scanner Maintenance:
	(possible	vertical, white or					Cleaning and Camera Alignment.
	dust	black line, which					Using Test 20 from SCANtest 6 may
	problem)	could be caused					help to identify dusty/ dirty areas.
		by dust. To verify
		that the line is
		caused by dust,
		preview the
		image and
		inspect the
		preview using the
		viewing section
		buttons.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
30	Firmware	You are receiving	-	-	-	C	Try upgrading the firmware version.
		firmware-related					See Upgrade Scanner Firmware
		errors.					on page 186.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
31	Stepper	The Stepper	-	-	-	C	Try the following:
	Motor	Motor does not					1.	Use Test 6: Motor Test to check
		work.
								the functionality of the Stepper
								Motor.
							2.	Replace the Driver Board.
							3.	Replace the Stepper Motor.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
32	Lamp	The lamp does	-	-	-	C	Try the following:
		not work.					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/	C/T	Solution
					No
33	Skewing	There is a	-	-	-	C	Try the following:
		skewing problem					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.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
34	Media	The media connot	-	-	-	C	Try the following:
	Loading	be loaded or					1.	Check the Original Sensor
		there are other
		media loading						(green LED when loading
		problems.						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/	C/T	Solution
					No
35	Fan	The fan is not	-	-	-	C	Try the following:
		working					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.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
36	Software	You are	-	-	-	C	Try the following:
		experiencing					1.	Use the System Recovery DVD
		problems with the
		software						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/	C/T	Solution
					No
37	Firmware	All of the LEDs in	-	-	-	C	The most probable reason for this
		the scanner’s					situation is that the last firmware
		front panel are					upgrade attempt was not successful.
		flashing when you					To remedy this situation, upgrade the
		turn on the					firmware (see Upgrade Scanner
		scanner (as					Firmware on page 186).
		shown in the					NOTE: Before launching the
		image below),
		indicating that					firmware upgrade utility, verify that the
		printer firmware					scanner is connected directly to the
		needs to be					touchscreen by the FireWire cable,
		upgraded.					and then press the rescan bus button.
		NOTE: This					The scanner will not detect the
							necessary connection without the use
		describes a					of the FireWire.
		different situation
		than when the
		scanner is turned
		on in special boot
		mode, in which
		the LEDs also
		flash.

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