HP DesignJet HD Scanner Pro Service Manual

Designjet SD Pro Scanner

Service manual

© Copyright Hewlett-Packard Company 2014

Legal notices

For HP Internal Use Only

1st edition

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 HP­qualified 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 48 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 SD Scanner Pro

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 43.

ENWW v

vi Using this Manual ENWW

Table of contents

1 Troubleshooting ........................................................................................................................................... 1

Troubleshooting tips ............................................................................................................................................. 2

Is the problem with the Printer or the Scanner? ................................................................................................... 2

Image-quality problems ........................................................................................................................................ 2

Output problems .................................................................................................................................................... 2

Troubleshooting System Error Codes ................................................................................................................... 3

Using the Service Tools from the Touchscreen .................................................................................................... 3

Troubleshooting Issues ......................................................................................................................................... 7

Troubleshooting print-quality and copy issues .................................................................................................... 8

Troubleshooting general scanner issues ............................................................................................................ 11

Troubleshooting Specific Scanner Issues ........................................................................................................... 17

Most common Image Quality issues ................................................................................................................... 19

Cleaning the Scanning Area ................................................................................................................................. 20

Troubleshooting Specific Panel PC Problems ..................................................................................................... 22

Touch screen fails ................................................................................................................................................ 26

Upgrade Scanner Software ................................................................................................................................. 26

2 System Error Codes ...................................................................................................................................... 28

System Error Codes for the Scanner Only ........................................................................................................... 29

Software Related Errors ...................................................................................................................................... 30

Error Codes for the JetImage Software RIP ........................................................................................................ 36

Error Messages for the Touch Screen ................................................................................................................. 40

3 Parts and Diagrams ..................................................................................................................................... 43

Scanner ................................................................................................................................................................ 44

Panel PC ............................................................................................................................................................... 45

4 Removal and Installation ............................................................................................................................. 47

Introduction ......................................................................................................................................................... 48

Safety Precautions .............................................................................................................................................. 48

Electrostatic Discharge (ESD) Precautions ......................................................................................................... 48

Required Tools ..................................................................................................................................................... 48

Open the CIS Unit ................................................................................................................................................. 49

Scanner Controller Board .................................................................................................................................... 50

ENWW vii

Right Side Cover ................................................................................................................................................... 51

Power Supply ....................................................................................................................................................... 52

Left Side Cover ..................................................................................................................................................... 54

Stepper Motor Assembly ..................................................................................................................................... 55

Tacho Sensor ....................................................................................................................................................... 57

Paper and Lid Sensors ......................................................................................................................................... 58

Complete CIS Unit ................................................................................................................................................ 59

Power Entry Module ............................................................................................................................................ 60

Cable Interface ..................................................................................................................................................... 61

Spring for CIS Bridge ............................................................................................................................................ 62

Pressure Rollers .................................................................................................................................................. 63

viii 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 Service Tools from the Touchscreen

●

Troubleshooting Issues

●

Troubleshooting print-quality and copy issues

●

Troubleshooting general scanner issues

●

Troubleshooting Specific Scanner Issues

●

Most common Image Quality issues

●

Cleaning the Scanning Area

●

Troubleshooting Specific Panel PC Problems

●

Touch screen fails

●

Upgrade Scanner Software

ENWW 1

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.

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 scanned image already shows the problem, then the problem is associated to the scanner.

●

If the scanned image looks fine, but the print looks incorrect, then the problem is most likely associated
to the printer

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.

2 Chapter 1 Troubleshooting ENWW

●

Perform Color Calibration (both Scanner and printer).

●

Check the Preview Image.

If there is no output at all, then try the following:

●

Check that both the scanner and the printer are correctly connected to the network.

●

Check the selected settings: List, Collate, Scan to file...

Troubleshooting System Error Codes

Chapter 2, System Error Codes on page 28, 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 Service Tools from the Touchscreen

Here we briefly describe the various tests found in the software Service Tools menu (called SCANtest 6 in
previous systems).

The purpose of the Service Tools is to support the troubleshooting and adjustment of the Scanner.

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'.

When Service Tools has been started, the Scanner is switched ON in Test Mode, and the Diagnostic LED on the
Operator Panel is turned ON.

NOTE: The word camera is used in some service tests, and in this document to refer to the CIS elements.

Service Tools Menu

●

Test 1: Set Serial Number

●

Test 6: Motor Test

●

Test 9: Oscilloscope view cameras

●

Test 11: Manual Camera Alignment (Vertical alignment and stitching)

●

Test 12: Manual Scaling Adjustment

●

Test 20: Streak Test

●

Test 42: Backup Calibration and statistics

●

Test 43: Restore Calibration and statistics

●

Test 45: Operator Panel Key Test

●

Test 46: Paper Sensor Test

●

Test 47: Operator Panel LED Test

If Service Tools 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: Set Serial Number

This test displays general information regarding the scanner. When executed, the test displays the following:

ENWW Troubleshooting System Error Codes 3

●

Scanner Model:

●

Firmware Release:

●

Firmware Build:

●

Scanner ID:

●

Mac Address:

●

Serial Number:

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.

If the Stepper Motor fails to run when the test is executed, then the Stepper Motor should be replaced.

Test 9: Oscilloscope View

This test contains a Software Oscilloscope that allows you to check the light profile of the CIS elements:

●

Uncorrected light profile shows the raw data from the CIS module.

●

Corrected light profile shows the calibrated data.

Test 11: Manual Camera Alignment

Allows you to adjust either Vertical Alignment or Stitching between 2 CIS modules:

1. Load the calibration sheet.

2. Select Alignment or Stitching.

3. Select the two CIS modules to adjust (AB, BC, etc...).

4. Use the arrows to either increase or decrease the value until the preview of the transition area between

both CIS modules look correctly aligned or stitched.

4 Chapter 1 Troubleshooting ENWW

Test 12: Manual Scaling Adjustment

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 Scanner Controller Board.

Test 20: Streak 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.

This test is very useful if there are image quality issues such as streaks throughout the scan (Scan direction).

It can be determined if the streaks are dust that are:

1. Present in the scanner (Dark streak that goes below the average line).

2. Present during Scanner Maintenance (white streak that goes above the average line).

Insert SM calibration sheet when asked.

Test 42: Backup Calibration and statistics

Use this option to backup the calibrations and the scanner accounting values onto a USB drive.

Test 43: Restore Calibration and Statistics

Use this option to restore the calibrations and accounting values previously backed up onto a USB drive.

Test 45: Operator Panel Key Test

ENWW Using the Service Tools from the Touchscreen 5

This test checks the functionality of the Keys on the Operator Panel. When pressing each of the keys, the test
will show that the key has been activated, and will show if the result is correct or not.

If the Key test fails, replace the Operators Panel which is included in the Right Side Cover.

Test 46: Paper Sensor Test

This test checks the functionality of the Media Sensors.

To test the Media Sensors, use a sheet of media to activate the different sensors one by one. When activated,
the test will show that the sensor has been activated and will show if the result is correct or not.

For testing the CIS Bridge Sensors; open and close the scanner cover.

If the test fails, then the problem will be related to corresponding Sensor.

Test 47: Operator panel 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. Additionally you are requested to press the
Power button and see if the Power LED is switched ON. If the LED test fails, replace the Replace the Operators
panel which is included in the Right Side cover.

6 Chapter 1 Troubleshooting ENWW

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
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.

ENWW Troubleshooting Issues 7

Troubleshooting print-quality and copy issues

P# Category Problem Q# Question Yes/NoC/T Solution

1 Copy problem The colors on one

side of the copy do
not correspond to
the colors on the
other side of the
copy

2Have you

1 Have you cleaned

and calibrated
your scanner
recently?

upgraded the
system software
to the latest
version?

No C CIS modules differences - The scanner

needs to be cleaned and calibrated (see
P25 and P25).

Yes See Q2

No C Upgrade system software

Yes T CIS unit might need replacement

8 Chapter 1 Troubleshooting ENWW

P# Category Problem Q# Question Yes/NoC/T Solution

2 Copy problem I get thin lines of

wrong colors in my
copy

2Are the lines

3Are the lines

4 Do you have a

1Are the lines

vertical and also
present in your
preview?

horizontal and
equally spaced?

horizontal, but
irregular (maybe
only 1 line)?

great number of
regular spaced
lines very close to
each other and
restricted to one
side (1 camera)
only?

Yes C Erase the parameter block. Then clean

and calibrate the scanner (see P25 and
P25).

No See Q2

Yes C Check printheads by starting 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

Yes C The lines could be caused by a data

error. Upgrade system software

No See Q4

Yes T You might have a CIS element error.

Replace CIS unit

P# Category Problem Q# Question Yes/NoC/T Solution

3 Copy problem I get thick lines of

slightly wrong
colors in my copy

2Are the lines

P# Category Problem Q# Question Yes/NoC/T Solution

4 Copy problem Some colors are

not the same
when I compare
the master print
with the copy

2 Do you use the

1Are 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 P25 and P25).

No See Q2

Yes C Check printheads by starting 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 P2.

No C See P1. Clean and calibrate the scanner

(see P25 and P25).

Yes See Q2

No C If you are using e.g. Glossy Media for

this copy, the media profile selected
should also be for Glossy Media.

Yes See Q3

3Is the media

profile valid?

No C Create a new media profile (see P26)

Yes See Q4

ENWW Troubleshooting print-quality and copy issues 9

P# Category Problem Q# Question Yes/NoC/T Solution

4 Is the option 'Ink

5Is 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

No See Q3

2 Is the length too

Printer Original'
set in accordance
with your original?

are printing on the
same type as the
original?

1 Have you selected

'Auto size'?

short and the
width OK?

No C If original was printed using an Inkjet

Printer, set this option (see P27)

Yes See Q5

No C e.g. Use Glossy Media to reproduce a

Glossy original

Yes C Create a new media profile (see P26)

Yes C The scanner needs to be cleaned (see

P24)

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

P# Category Problem Q# Question Yes/NoC/T Solution

6 Copy problem Which setting will

give me the best
result when
copying?

P# Category Problem Q# Question Yes/NoC/T Solution

7 Copy Problem Nesting feature is

not working

2Is the Hard Disk

- - - C See section about media profile (P4).

1 Is the correct

printer selected?

close to being full?

No C Select the correct Printer

Yes See Q2

Yes C Free up some space, or try to run a

No C Make sure that Nesting is set: Select:

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)

nesting job with only 2 or 3 small
pictures. If that works, see P27.

Output Layout Nesting optimized

10 Chapter 1 Troubleshooting ENWW

P# Category Problem Q# Question Yes/NoC/T Solution

8 Copy problem The Collate Copy

function does not
work

P# Category Problem Q# Question Yes/NoC/T Solution

9 Copy problem The lines are not

accurate

2Are the lines not

3Are the lines

1Is your Hard Disk

close to full?

1Are the lines wavy

and irregular?

sharp?

broken and the
errors situated in a
vertical column
between 2
columns?

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.

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

No See Q2

Yes C/T C: Are you using the correct copy

method? Try sharpening.

No See Q3

Yes C You might have a visible stitching error

(see P28).

No C Check the dpi. In the case of too low

resolution, jagged diagonal lines will
appear.

P# Category Problem Q# Question Yes/NoC/T Solution

10 Copy Problem One side of the

preview is black

1Have you

upgraded the
system software
to the latest
version?

No C Upgrade system software.

Yes T Most likely a CIS module error. Replace

Troubleshooting general scanner issues

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 Making a copy takes a lot of resources

No Restart the system. If the problem

the CIS unit.

according to the settings. Wait till the
copy is done before performing another
action.

comes back, reinstall the system.

ENWW Troubleshooting general scanner issues 11

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

P# Category Problem Q# Question Yes/NoC/T Solution

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.

14 File problem When I scan to 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

my application
cannot read the
file

I cannot access the
system from the
network

I cannot access
network drivers

1Did you get an

error message
when creating the
file?

1Is 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.

12 Chapter 1 Troubleshooting ENWW

P# Category Problem Q# Question Yes/NoC/T Solution

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?

4Are you using the

correct user name
and password?

P# Category Problem Q# Question Yes/NoC/T Solution

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.

18 Scanner

Calibration
Problem

2 Error: Basic

3 Error: Sheet not

4Have you

Scanner
Calibration did not
succeed

1 Did any error occur

when performing
the Scanner?

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.

recognized.

upgraded the
system software
to the latest
version?

Yes C See Q2

No C Clean and then run the scanner again

(see P24 and P 25). If that does not help,
see Q5.

Yes C Clean and then run the scanner again

(see P24 and P 25). If that does not help,
see Q5.

No See Q3.

Yes C Reinsert calibration sheet correctly and

run the scanner again. If that does not
help, see Q5.

No See Q4.

No C Upgrade system software. Clean the

scanner and then run Scanner
Maintenance again (see P24 and P 25).

Yes T Check the CIS modules.

ENWW Troubleshooting general scanner issues 13

P# Category Problem Q# Question Yes/NoC/T Solution

19 System error I cannot install my

application on the
system.

P# Category Problem Q# Question Yes/NoC/T Solution

20 Updating How do I update

P# Category Problem Q# Question Yes/NoC/T Solution

21 Start-up

Problem

the system?

The system does
not power up

- - - C The copy system is only meant to
handle the factory installed software
and applications.

- - - C Download the new system file from the

1 Is the system dead

(no LEDs are lit,
the Panel PC
screen is black,
and no fan-noise
can be heard)?

Yes C 1. Check that all power switches on

the HP Support web site and copy into a
USB drive. Go to System Options >
Advanced > Update software, and follow
the instructions.

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.

2 Does Panel PC

start with the
normal initial
screen?

3 Does Panel PC

start normally, but
the software does
not work?

4Is 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?

No See Q2.

Yes C See Q5.

No See Q3.

Yes C Reinstall system software

No See Q4

Yes T Troubleshoot the Panel PC.

No See Q5.

No See Q6.

Yes T Check, and if necessary replace:

1. Power Supply Unit

2. Scanner controller board

Yes T Try the following:

1. Erase parameter block

2. Update the system software

3. Replace the Scanner controller

Board

No See P23.

14 Chapter 1 Troubleshooting ENWW