HP DesignJet HD Scanner Pro Service Manual

Designjet SD Pro Scanner

Service manual

© Copyright Hewlett-Packard Company 2014

For HP Internal Use Only

1st 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 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.

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

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Notices

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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.

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Using this Manual

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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

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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

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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

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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.

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●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:

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●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.

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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

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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.

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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.

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Troubleshooting print-quality and copy issues

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
1	Copy problem	The colors on one	1	Have you cleaned	No	C	CIS modules differences - The scanner
		side of the copy do		and calibrated			needs to be cleaned and calibrated (see
		not correspond to		your scanner			P25 and P25).
		the colors on the		recently?
					Yes		See Q2
		other side of the
		copy
			2	Have you	No	C	Upgrade system software
				upgraded the
					Yes	T	CIS unit might need replacement
				system software
				to the latest
				version?

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P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
2	Copy problem	I get thin lines of	1	Are the lines	Yes	C	Erase the parameter block. Then clean
		wrong colors in my		vertical and also			and calibrate the scanner (see P25 and
		copy		present in your			P25).
				preview?
					No		See Q2
			2	Are the lines	Yes	C	Check printheads by starting printhead
				horizontal and			test on Printer. By using the built-in test
				equally spaced?			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 might have a CIS element error.
				great number of			Replace CIS unit
				regular spaced
				lines very close to
				each other and
				restricted to one
				side (1 camera)
				only?

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
3	Copy problem	I get thick lines of	1	Are the lines	Yes	C	The scanner needs to be cleaned and
		slightly wrong		vertical and also			calibrated (see P25 and P25).
		colors in my copy		present in your
					No		See Q2
				preview?
			2	Are the lines	Yes	C	Check printheads by starting printhead
				horizontal and			test on Printer. By using the built-in test
				equally spaced?			print function in the Designjet Scan Copy
							application, you can also get an idea
							whether the Printer is performing OK
					No		See P2.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
4	Copy problem	Some colors are	1	Is the scanner	No	C	See P1. Clean and calibrate the scanner
		not the same		clean and			(see P25 and P25).
		when I compare		calibrated?
					Yes		See Q2
		the master print
		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?
					Yes		See Q4

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P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
			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
					Yes		See Q5
				with your 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?

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
5	Copy problem	Only a part of the	1	Have you selected	Yes	C	The scanner needs to be cleaned (see
		master print is		'Auto size'?			P24)
		being copied
					No		See Q3
			2	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 problem	Which setting will	-	-	-	C	See section about media profile (P4).
		give me the best					Use copy quality best. Choose the
		result when					correct Type of original ("Map" for maps,
		copying?					"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 Problem	Nesting feature is	1	Is the correct	No	C	Select the correct Printer
		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 full?			nesting job with only 2 or 3 small
							pictures. If that works, see P27.
					No	C	Make sure that Nesting is set: Select:
							Output Layout Nesting optimized

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	P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
						No
	8	Copy problem	The Collate Copy	1	Is your Hard Disk	Yes	C	Free up some space, or try to run a
			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.
	P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
						No
	9	Copy problem	The lines are not	1	Are the lines wavy	Yes	C/T	C: The original could be curled or
			accurate		and irregular?			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
				2	Are the lines not	Yes	C/T	C: Are you using the correct copy
					sharp?			method? Try sharpening.
						No		See Q3
				3	Are the lines	Yes	C	You might have a visible stitching error
					broken and the			(see P28).
					errors situated in a
						No	C	Check the dpi. In the case of too low
					vertical column
					between 2			resolution, jagged diagonal lines will
					columns?			appear.
	P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
						No
	10	Copy Problem	One side of the	1	Have you	No	C	Upgrade system software.
			preview is black		upgraded the
						Yes	T	Most likely a CIS module error. Replace
					system software
					to the latest			the CIS unit.
					version?
Troubleshooting general scanner issues
	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 program		copy job?			according to the settings. Wait till the
			hangs?					copy is done before performing another
								action.
						No		Restart the system. If the problem
								comes back, reinstall the system.

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P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
13	File problem	When I scan to file,	1	Are you scanning	Yes	C	Scanning large drawings will generate
		the file is very big		in color?			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
			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.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
14	File problem	When I scan to file	1	Did you get an	Yes	C	Check that you have enough disk space
		my application		error message			and scan to file again, choosing TIFF
		cannot read the		when creating the			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 the	1	Is the PC	Yes	C	Do basic network troubleshooting.
	Problem	system from the		connected to the
					No	C	Connect the PC to the Network.
		network		network?

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
16	Scan to	I cannot access	1	With the Panel PC	Yes	C	Go to Q2
	network	network drivers		connected to the
					No	C	Check the network performance and
				LAN, can you
				access the Panel			connection to the scanner Panel PC.
				PC from another
				computer on the
				network?

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P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
			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 access
				already mapped			connection previously mapped or delete
				by another user in			the connection and map a new access
				the Panel PC?			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 name			another computer by selecting Windows
				and password?			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.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
18	Scanner	Scanner	1	Did any error occur	Yes	C	See Q2
	Calibration	Calibration did not		when performing
					No	C	Clean and then run the scanner again
	Problem	succeed		the Scanner?
							(see P24 and P 25). If that does not help,
							see Q5.
			2	Error: Basic	Yes	C	Clean and then run the scanner again
				calibration was			(see P24 and P 25). If that does not help,
				performed. but			see Q5.
				failed to stitch
					No		See Q3.
				scanner or Could
				not find
				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 and
				recognized.			run the scanner again. If that does not
							help, see Q5.
					No		See Q4.
			4	Have you	No	C	Upgrade system software. Clean the
				upgraded the			scanner and then run Scanner
				system software			Maintenance again (see P24 and P 25).
				to the latest
					Yes	T	Check the CIS modules.
				version?

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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.

P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
20	Updating	How do I update	-	-	-	C	Download the new system file from the
		the system?					the HP Support web site and copy into a
							USB drive. Go to System Options >
							Advanced > Update software, and follow
							the instructions.
P#	Category	Problem	Q#	Question	Yes/	C/T	Solution
					No
21	Start-up	The system does	1	Is the system dead	Yes	C	1. Check that all power switches on
	Problem	not power up		(no LEDs are lit,				the equipment are ON.
				the Panel PC			2. Check if there is power at the wall
				screen is black,
				and no fan-noise				outlet.
				can be heard)?			3.	Check power cables between 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 noise
					No		See Q5.
				can be heard and
				no screen image
				appears)?
			5	Is the Scanner	No		See Q6.
				dead (no fan noise
					Yes	T	Check, and if necessary replace:
				can be heard and
				no LEDs are lit)?			1.	Power Supply Unit
							2.	Scanner controller 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 Scanner controller
								Board
					No		See P23.

14 Chapter 1 Troubleshooting

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