HP DesignJets 500, DesignJets 510, DesignJets 800 Service Manual

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HP Large-Format Printers

DesignJets 500, 510 and 800 Series

Service Manual

For HP Internal Use Only

©Copyright Hewlett-Packard Company 2000

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 HewlettPackard Company.

First Edition, August 2000 Second Edition, November 2001 Third Edition, August 2008

Fourth Edition, January 2013

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 Printer from the power source prior to performing any maintenance.

- Prevent water or any other liquids from running onto electrical components or circuits, or through openings in the enclosure.

Electrostatic Discharge

Refer to the beginning of Chapter 8 of this manual, 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.

Technical Marketing, Barcelona Division,

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

Safety Symbols

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

DesignJets 500, 510 and 800 SeriesHP Large-Format Printers

Service Manual

Using this Manual

Purpose

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

 HP DesignJet 500 Printer - 24” Model (P/N C7769B)  HP DesignJet 500 Printer - 42” Model (P/N C7770B)  HP DesignJet 500PS Printer - 24” Model (P/N C7769C)  HP DesignJet 500PS Printer - 42” Model (P/N C7770C)  HP DesignJet 500Plus – 24” Model (P/N C7769F)  HP DesignJet 500Plus – 42” Model (P/N C7770F)  HP DesignJet 500Mono – 24” Model (P/N C7769E)  HP DesignJet 500Mono – 42” Model (P/N C7770E)  HP Designjet 510 – 24” Model (P/N CH336A)  HP Designjet 510 – 42” Model (P/N CH337A)  HP Designjet 510ps – 24” Model (P/N CJ996A)  HP Designjet 510ps – 42” Model (P/N CJ997A)  HP DesignJet 800 Printer - 24” Model (P/N C7779B)  HP DesignJet 800 Printer - 42” Model (P/N C7780B)  HP DesignJet 800PS Printer - 24” Model (P/N C7779C)  HP DesignJet 800PS Printer - 42” Model (P/N C7780C)

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

Readership

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

Part Numbers

Part Numbers for Printer options, accessories and service parts are

HP DesignJets 500, 510 and 800 Series Printers Service Manual

located in Chapter 7.

Conventions

A small arrow  is used to indicate other parts of the Service Manual where you can find information related to the topic you are consulting.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Table of Contents 1

Troubleshooting 1-1

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

System Error Codes 2-1

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

Ink Supplies Troubleshooting 3-1

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Table of Contents

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

Service Tests and Utilities 4-1

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

Service Calibrations 5-1

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Table of Contents

Print Quality 6-1

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

Parts and Diagrams 7-1

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Removal and Installation 8-1

Introduction 8-2 Safety Precautions 8-2 Electrostatic Discharge (ESD) Precautions 8-3 Required Tools 8-3 Screw Types 8-4 Left Hand Cover 8-5 Right Hand Cover 8-7 Front Panel 8-9 Window and Top Cover 8-10 Media Deflectors 8-11 Left End Roll-Feed 8-13 Right End Roll-Feed 8-15 Back Platen 8-17 Media Sensor 8-19 Formatter 8-20 LAN Card 8-21 Spittoon 8-23 Electronics Module 8-24 Power Supply 8-27 Scan-Axis Motor Assembly 8-29 Cutter Assembly 8-32 Left Encoder Holder 8-33 Cutter Bushing 8-35 Cutter Guide Bracket 8-36 Drive Roller Encoder Sensor 8-38 Trailing Cable 8-40 Ink Supply Station 8-48 Interconnect PCA 8-50 Service Station and Aerosol Fan 8-52 Cutter Guide 8-55 Print Platen 8-56 Service Station Holder 8-57 Interconnect Cable 8-59 Ink Supply Tubes 8-60 Vacuum Fan 8-64 Pinch-Arm 8-66 Pinch-Arm Mechanism 8-67 Pinch-Arm Lever 8-69

Table of Contents

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Table of Contents

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

Preventive Maintenance 9-1

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

Functional Overview 10-1

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

Glossary Index

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting 1

Introduction 1-2 Troubleshooting System Error Codes 1-3 Performing a Service Test on a Failed Assembly 1-3 Performing the Necessary Service Calibrations 1-3 Solving Print Quality Problems 1-4 The Printer does not Power ON 1-4 Cover Sensors are not Working 1-4 The Line Sensor has Problems Detecting Media 1-4 Troubleshooting Paper-Axis Shutdowns 1-5 Problems with the Vacuum Fan 1-6 Vacuum suction much lower at high altitudes 1-6 HP-GL/2 color differences in different HP DesignJet Printers 1-7 Banding at variable extreme environmental conditions 1-7 The Priming Procedure Fails 1-8 Using the Power Switch LED to Troubleshoot 1-11 Using the Boot-Up Sequence to Troubleshoot 1-13 How to Detect Problems Related to the Encoder Disk 1-17

HP DesignJets 500, 510 and 800 Series Printers Service Manual

1-1

Troubleshooting

Back

Enter

Cancel

Form Feed

and cut

Guide to Troubleshooting the Printer

Introduction

This chapter will guide you through the relevant steps to take when troubleshooting the printer.

Front Panel Difference for the HP DesignJet 500, 510 and 800 Series Printers

Front Panel for the HP DesignJet 500 and 800 Series

Front Panel for the HP DesignJet 510 Series

1-2

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

NOTE The layout shown below will be used to refer to both types of

front panels

Troubleshooting System Error Codes

Chapter 2 - System Error Codes contains a list of system error codes and their respective descriptions and recommended corrective actions. Only try one recommended action at a time and check if the error code has disappeared.

Performing a Service Test on a Failed Assembly

If possible, always perform a Service Test on the component/ assembly that you are about to replace, just to make sure that is the component/assembly that has failed.

NOTE If the test on that component/assembly passes, you should NOT

replace it.

For information on the Service Tests and how to use them see Chapter 4 - Service Tests and Utilities.

Performing the Necessary Service Calibrations

Is the printer calibrated correctly after replacing a component?

NOTE Remember that certain Calibrations are required even if an

Assembly has been disassembled to gain access to another Assembly or Component.

For information on the Service Calibrations and how to use them see Chapter 5 - Service Calibrations.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

1-3

Troubleshooting

Solving Print Quality Problems

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

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

The Printer does not Power ON

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

to the Power Socket.

2 Check that the Front-Panel Cable is correctly connected to the

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

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

ends of the Printer.

Cover Sensors are not Working

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

The Line Sensor has Problems Detecting Media

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

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

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

sensor by reflecting the light. Clean the Print Platen.

1-4

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

Assembly  Page 8-78.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

Troubleshooting Paper-Axis Shutdowns

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

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

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

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

performing the Paper Advance Test (Refer to Page 4-11). The Printer will move the Motor backwards and forwards and measure directly from the Motor Encoder whether the Paper-Axis Motor responded to the force. If the Paper-Axis Motor did not respond, the solution would be to replace the Paper-Axis Motor  Page 8-84.

2 The Transmission Gears, which transmit the moveme nt to the Drive

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

 Remove the Back Platen  Page 8-67 and check if there are any

obstacles blocking the Gears. Remove the obstacles if necessary.

 Remove the Back Platen  Page 8-67 and check if the

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

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

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

 Remove the Back Platen  Page 8-67 and check if there are any

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

 Remove the Back Platen  Page 8-67 and check if the Drive

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

4 The Drive Roller Encoder Sensor is faulty

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

1-5

Troubleshooting

Problems with the Vacuum Fan

If you have problems loading either Roll or Sheet Media, then there could be a problem with the Vacuum Fan. T o verify if there really is a problem with the Vacuum Fan, try the following:

1 With the Printer ON, open the Window of the Printer and place a

sheet of HP High Gloss Photo Paper (must be D-Size), aligned with the blue lines on the Center Platen. If the Vacuum Fan holds the sheet in place, and then loads it correctly, then the Vacuum Fan functions correctly. If the Vacuum Fan does not hold the sheet in place (no suction), then try the following:

 Check that the holes in the Center Platen are NOT blocked.  Check that the Vacuum Fan is installed correctly.  Replace the Vacuum Fan  Page 8-64.

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

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

Vacuum suction much lower at high altitudes

Sometimes, at high altitudes, the vacuum force holding down the media will be lower, therefore the media will not be held in place properly causing:

 Ink Smearing on the Media.  Printhead crashes against the Media.  Cut Sheet loading problems (high probability).  Roll Media loading problems (low probability).

The solution to this would be to change the Vacuum force by changing the Altitude setting. This can be done via the front panel

Set-up Menu / Altitude.



1-6

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

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

Color differences between one image printed on the HP DesignJet 500/510/800 Series and the rest of the DesignJet platforms are due to the different chemistry of the 500/510/800 series inks compared with the rest of the inks for other printers. This color variability among different HP DesignJet Series Printers has always been present. To solve the problem, try the following:

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

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

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

image in order to obtain the desired colors.

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

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

Banding at variable extreme environmental conditions

Since the Accuracy Calibration has been done at normal environmental conditions, printing in extreme environmental conditions will cause banding because the advance of the Drive Roller does not correspond to the same conditions that the calibration was done in. To solve the problem, try the following:

 Perform the Accuracy Calibration in the new environmental

conditions (Refer to the User’s Guide).

HP DesignJets 500, 510 and 800 Series Printers Service Manual

1-7

Troubleshooting

The Priming Procedure Fails

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

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

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

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

Once the Printer assumes that the

Start-up

Printheads and Ink Cartridges

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

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

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

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

most common cause especially if the Printer has been powered ON and OFF several times with the Ink Cartridges installed since the initialization process performs at least one pumping cycle.

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

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

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

1-8

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

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

1. Lift printhead cover

Back

Enter

2. Check if there is ink inside printhead windows

3. Press ENTER to continue

Check for ink

Back

Enter

Are all printhead windows filled with ink?

ALL with some ink NOT all with ink

message on the Front Panel:

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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

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

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

1-9

Troubleshooting

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

insert them in the same color slot in the Carriage.

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

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

1 The Start-up Printheads were not installed co rrectly or they are

missing (one or all of them).

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

air to flow (one or all of them).

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

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

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

flowing correctly.

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

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

be replaced.

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

to flow outside.

3 The Ink Supply Tube is leaking.

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

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

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

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

LED OFF

LED ON

Using the Power Switch LED to Troubleshoot

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

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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

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

LED is OFF - This indicates that the Power Supply Unit is

completely dead. Try the following:

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

LED is ON (all the time) - This indicates that the Main PCA is completely dead. Replace the Electronics Module  Page 8-24.

LED is Flashing continuously

- A problem has been detected with the

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

1-11

Troubleshooting

the Interconnect Cable. Try the following:

1 Check that the Interconnect Cable is connected correctly to the

Electronics Module and to the Interconnect PCA.

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

8-59

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

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

PCA.

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

ends of the Printer.

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

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

4 R

eplace the Interconnect Cable  Page

Replace the Electronics Module  Page

8-59

8-24

LED Flashes 4 times every few seconds

- This indicates that the

Main PCA has failed. Replace the Electronics Module  Page

LED Flashes 5 times every few seconds

- This indicates that the

Main PCA has failed. Replace the Electronics Module  Page

8-24

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

Using the Boot-Up Sequence to Troubleshoot

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

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

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

On again and check if the initialization sequence is successful.

2 If the initialization sequence fails again, replace the Electronics

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

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

System Error Codes

. The following information

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

1-13

Troubleshooting

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

Entering Service Menu at Power Up - Only for Onsite Repair

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

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

LED’s on the HP-GL/2

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

LED’s on the Formatter

Accessory Card

Using the Formatter/Accessory Card LEDs to Troubleshoot

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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

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



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

1-15

Troubleshooting

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

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

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

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

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

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

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

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

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

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

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

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

 HP Designjet 510 Series printers will only include “HPGL/2

Accessory Card (Processor Card)” installed in the Left Slot of the Electronics Module.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Troubleshooting

Encoder Disk

Paper Advance test

System error 56:10

Roller encoder sensor failed

How to Detect Problems Related to the Encoder Disk

The following information will help you detect any problems related to the Encoder Disk:

 Horizontal and periodic white lines, all of them with the same

width depending on the failure mode. This is a clear indication that the Encoder Disk is damaged.

 System Error 56:10 - This means that you have to replace the

Drive Roller Encoder Sensor  Page 8-38. But, if the problem persists, replace the Encoder Disk Assembly.

 System Error 81:01 - This means a Paper-Axis shutdown. If this

error code appeared but was NOT caused by a paper jam, then perform the Paper Advance Test  Page Advance Test fails during the third test, the Front Panel will display the following message:

4-11

. If the Paper

NOTE In order to remove the Encoder Disk, you must first remove t he Driv e

HP DesignJets 500, 510 and 800 Series Printers Service Manual

In this case, you should replace the Drive Roller Encoder Sensor  Page 8-38. But, if the problem persists, replace the Encoder Disk Assembly.

Roller Be very careful when assembling the Axle Spring because you could

damage the Encoder Disk. Check that no air bubbles are trapped between the Encoder Disk and the

hub once it is installed.

 Page 8-86.

1-17

Troubleshooting

1-18

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error Codes 2

System Error Codes 1

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-1

System Error Codes

Introduction

System error codes are hexa-decimal based numbers generally caused by internal system errors. The following pages contain a list of system error codes and their respective descriptions and recommended corrective actions. Only try one recommended action at a time and check if the error code has disappeared.

Continuable and Non-Continuable Error Codes

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

NOTE Even though the customer can continue working with a

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

System Error Codes - Explanation

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

The following table explains the

Code Component/System

01 Main PCA/Electronics Module 02 Carriage/Carriage PCA 03 Power Supply Unit 04 Network Card 05 Formatter 06 Hard Disk Drive

first

2 digits of the System Error Code:

2-2

07 Interconnect PCA 08 Front Panel 11 Trailing Cable 12 Carriage Flex Circuit

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error Codes

Code Component/System

17 Interconnect Cable 21 Service Station 22 Ink Supply Station 23 Pressure System (APS) 24 Ink Delivery System 25 Spittoon 31 Cutter 32 Take-up Reel 33 Sheet Feeder 34 Dryer/Blower 41 Paper-Axis Motor 42 Scan-Axis Motor 43 Vacuum Fan 51 Window Sensor 52 Drop Detector 53 Media Sensor 54 Pinch-Arm Sensor 55 Line Sensor 56 Drive Roller Encoder Sensor 57 Ink Leak Detector 58 Color Sensor 59 Media Type Sensor 61 Language Interpreting 62 Input/Output through Parallel Port 63 Input/Output through Network Card 64 Input/Output through USB Port 65 Input/Output 71 Memory Management 72 Generic Firmware 73 Servo 79 Assertion 81 Media Advance 82 Media Cut 83 Single-Sheet Feeding 84 Roll Feeding

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-3

System Error Codes

Code Component/System

85 Media-Axis Encoder Reading 86 Carriage Movement 87 Scan-Axis Encoder Reading 91 Printhead Firing 92 Servicing 93 Ink Pumping

The following table explains the

last

2 digits of the System Error Code:

Code Recovery Action Response

00 Replace 01 02 03 Power OFF 04 Upgrade System Firmware

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

Possible for customer to

perform

action

05 Upgrade Driver 06 Add Accessory 07 Escalate 08 Send Plot Again 09 Wrong Part Installed 10 Replace 11 12 13 Power OFF 14 Upgrade System Firmware

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

On-Site

visit

required

15 Upgrade Driver 16 Add Accessory

2-4

17 Escalate 18 Send Plot Again 19 Wrong Part Installed

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error Codes

Back

Enter

Press ENTER for Set-up menu

Set-up menu

Back

Enter

Set-up menu

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

Error Log Utility

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

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

failure in the printer.

 Determine whether there are additional symptoms to the current

system error code.

The information that is stored for each error code is:

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

Accessing the Error Log Utility

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

then press Enter

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

Enter key.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-5

System Error Codes

Back

Enter

Log

Printheads Errors

Back

Enter

Error log

Select for more info:

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

Error log

Error code: 21:10 linefeed.c, 217 Date: 20-Sep-01

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

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

5 The front panel displays information on the selected item.

the Enter key.

that you want to see information on. Press the Enter key .

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

the front panel will return to the previous screen

2-6

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 01:10

System Error Codes

Problem Description:

Electronics Module failure. The possible cause could be:

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

2. Reading, writing or initializing the EEROM failed.

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

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

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

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

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

System Error: 01:11 Problem

Description:

The Electronics Module Cooling Fan badly connected.

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

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

System Error: 01:12 Problem

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

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

Page 4-17.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-7

System Error Codes

System Error: 01:13 Problem

Description:

Electronics Module failure. The possible cause could be:

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

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

Corrective Action: Try the following:

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

On again and check if the Error Code has disappeared.

 If the Error Code continues, replace the Electronics Module 

Page 8-24.

System Error: 02:10 Problem

Description:

Carriage failure. The possible cause could be:

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

2. The Carriage ASIC has problems initializing.

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

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

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

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

System Error: 02:13 Problem

Description: Corrective Action: Try the following:

Carriage failure. The possible cause could be:

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

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

On again and check if the Error Code has disappeared.

 If the Error Code continues, replace the Carriage Assembly 

Page 8-78.

2-8

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 03:10

System Error Codes

Problem Description:

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

System Error: 04:11 Problem

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

System Error: 05:09 Error (Only applicable to HP DesignJet 500 and 510

Power Supply failure.

LAN Card not detected.

Series)

Problem Description:

Corrective Action: Power OFF the Printer and remove the Formatter and install the HP-

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

GL/2 Accessory Card  Page 8-20.

NOTE: If this Error Code appears on a DesignJet 800 Series Printer, then the model number configured in the Printer is incorrect (the Printer thinks it’s a DesignJet 500 Series Printer). In this case reconfigure the model number  Page 4-17.

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

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

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

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

Formatter not detected.

Formatter failure.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-9

System Error Codes

System Error: 05:10 Error (Only applicable to HP DesignJet 500 and 510

Series)

Problem Description:

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

HP-GL/2 Accessory Card failure.

Page 8-20.

System Error: 05:11 Problem

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

System Error: 08:11 Problem

Description: Corrective Action: Reconnect the Front Panel.

System Error: 11:11 Problem

Description:

Formatter not detected.

Front Panel cannot be detected.

Trailing Cable badly connected.

Corrective Action: Reconnect the Trailing Cable correctly.

System Error: 11:13 Problem

Description: Corrective Action: Try the following:

Problem with setting the voltage of the Printheads.

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

2-10

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 12:11

System Error Codes

Problem Description:

Corrective Action: Try the following:

A short detected in the Carriage Assembly.

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

Printheads and in the Carriage Assembly.

 Replace ALL the Printheads.  Replace the Carriage Assembly  Page 8-78.

System Error: 21:10 Problem

Description:

Service Station failure. The possible cause could be:

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

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

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

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

System Error: 21:11 Problem

Description: Corrective Action: Try the following:

System Error: 22:10 Problem

Description:

Service Station cannot be detected or the Service Station is badly adjusted.

 Reconnect the Service Station Assembly.  Reposition the Service Station trip lever.

Ink Supply Station failure. The possible cause could be:

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

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-11

System Error Codes

System Error: 41:10 Problem

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

System Error: 41:13 Problem

Description: Corrective Action: Try the following:

Paper-Axis Motor failure.

Error in the Paper-Axis Motor Encoder quadrature.

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

On again and check if the Error Code has disappeared.

 If the Error Code continues, replace the Paper-Axis Motor 

Page 8-84.

System Error: 42:10 Problem

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

Scan-Axis Motor failure.

System Error: 43:10 Problem

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

System Error: 43:11 Problem

Description: Corrective Action: Reconnect the Vacuum Fan.

Vacuum Fan failure.

Vacuum Fan not detected.

2-12

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 56:10

System Error Codes

Problem Description:

Corrective Action: Try the following:

System Error: 56:13 Problem

Description: Corrective Action: Try the following:

Drive Roller Encoder Sensor error.

 Replace the Drive Roller Encoder Sensor  Page 8-38.  If the problem persists, replace the Encoder Disk Assembly.

Error in the Drive Roller Encoder Sensor quadrature.

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

On again and check if the Error Code has disappeared.

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

Sensor  Page 8-38.

System Error: 61:04 Problem

Description:

Firmware Error.

Corrective Action: Try the following:

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

On again and check if the Error Code has disappeared.

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

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

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

utility  Page

– The complete Error Code information, including the linefeed

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



4-27

Page

2-5

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-13

System Error Codes

System Error: 61:05 Problem

Description:

Error Processing Job. This Error Code only appears in HP DesignJets 800 Series, or in the HP DesignJet 500 and 510 Series GL/2 card installed, when processing either a PostScript or HP-GL/2 file.

Corrective Action: Try the following:

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

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

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

generating the file again and try to print again.

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

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

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

of the Driver.

System Error: 64:04

with

an HP-

Problem Description:

Corrective Action: Try the following:

Firmware Error (USB Port).

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

On again and check if the Error Code has disappeared.

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

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

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

utility



Page

– The complete Error Code information, including the linefeed

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

4-27

2-5

2-14

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 71:04

System Error Codes

Problem Description:

Corrective Action: Try the following:

Problem allocating Memory. This Error Code only appears in HP DesignJets 800 Series, or in the HP DesignJet 500 and 510 Series

with

an HP-GL/2 card installed.

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

On again and check if the Error Code has disappeared.

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

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

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

utility  Page

– The complete Error Code information, including the linefeed

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

4-27

2-5

System Error: 71:06 Problem

Description:

Out of Memory problem. This Error Code only appears in HP DesignJets 800 Series, or in the HP DesignJet 500 and 510 Series with an HP-GL/2 card installed, when processing either a PostScript or HP-GL/2 file.

Corrective Action: Try the following:

 Look on your computer screen for error messages; some drivers

allow you to choose a different printing mode and attempt to send the file again. If necessary, select Send Job as a Bitmap in the driver’s Troubleshooting menu (Services tab). This may slow down print speed.

 If the problem persists, you can install extra memory on the HP-

GL/2 Accessory Card in your printer.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-15

System Error Codes

System Error: 72:04 Problem

Description: Corrective Action: Try the following:

Problem in the Scan-Axis (Firmware Error).

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

On again and check if the Error Code has disappeared.

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

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

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

utility  Page

– The complete Error Code information, including the linefeed

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

System Error: 73:04

4-27

2-5

Problem Description:

Corrective Action: Try the following:

Servo Error .

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

On again and check if the Error Code has disappeared.

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

replace the Electronics Module  Page 8-24.

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

directly to the Division) supplying the following information: – Model and Serial Number of the Printer. – Firmware release of the Printer (use the Printer Information

utility  Page

– The complete Error Code information, including the linefeed

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



4-27

Page

2-5

2-16

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 79:04

System Error Codes

Problem Description:

Corrective Action: Try the following:

Firmware Error.

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

On again and check if the Error Code has disappeared.

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

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

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

utility  Page

– The complete Error Code information, including the linefeed

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

System Error: 81:01

4-27

2-5

Problem Description:

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

Paper-Axis shutdown.

try the following:

 Perform the Paper Advance Test  If the problem persists, replace the Encoder Disk Assembly.

System Error: 81:11 Problem

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

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



Page

4-11

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-17

System Error Codes

System Error: 85:10 Problem

Description: Corrective Action: Try the following:

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

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

86.

System Error: 86:01 Problem

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

Carriage-Axis shutdown.

try the following:



T oo mu ch friction in the Slider Rod. Enter the Printer Information utility ( Page

4-27

) and check the Scan-Axis usage. If the

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

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

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

 Perform the Carriage Movement test  Page 4-8.

System Error: 86:11 Problem

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

2-18

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

System Error: 86:13

System Error Codes

Problem Description:

Corrective Action: Try the following:

Carriage-Axis shutdown (Firmware Error).

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

On again and check if the Error Code has disappeared.

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



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

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

utility



Page

– The complete Error Code information, including the linefeed

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

System Error: 87:13 Problem

Description:

Unable to read the Carriage Encoder Sensor.

4-27

not

available, contact the HP Response Center

2-5

Corrective Action: Try the following:

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

On again and check if the Error Code has disappeared.

 If the Error Code continues, replace the Carriage Assembly 

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

System Error: 93:10 Problem

Description: Corrective Action: Try the following:

Ink System startup failed (also see Page 1-8 for more information).

 Check for a leak in the Printer. If a leak is evident (there is ink on

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

 Perform the Prime Tubes utility (Refer to Page 4-24) and check

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

2-19

System Error Codes

2-20

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

What are the Ink Supplies? 3-2

Ink Cartridges 3-2 Printheads 3-3

Identifying the Components 3-3 General Information About the Ink Supplies 3-4 Some General Precautions When Handling the Ink Supplies 3-5 When Should You Replace the Ink Cartridges? 3-6 When Should You Replace the Printheads? 3-7 Obtaining Ink Cartridge Information 3-9 Obtaining Printhead Information 3-10 Ink Cartridge Status Messages 3-13 Ink Cartridge Status While Replacing 3-13 Printhead Status Messages 3-14 Printhead History Utility 3-15 Accessing the Printhead History Utility 3-15 Is the Printer Causing Repetitive Printhead Problems? 3-17 Is the User Replacing the Printheads too Early? 3-19 Troubleshooting Repetitive Ink Cartridge Messages 3-21 Troubleshooting Repetitive Printhead Error Messages 3-22 Printhead Error Codes 3-23 Summary of Solving Ink Supplies Problems 3-24

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-1

Ink Supplies Troubleshooting

Printhead Ink Cartridge

69cc

What are the Ink Supplies?

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

Ink Cartridges

The Ink Cartridges for the HP DesignJet 500, 510 and 800 Series Printers require no maintenance or cleaning. As long as each Ink Cartridge is inserted correctly into its slot, the ink will flow to the Printheads.

The Ink Cartridges are number coded as follows:

 HP No.10 for the Black Ink Cartridge (for the HP DesignJet 500

and 800 Series Printers only).

 HP No.82 for the Black Ink Cartridge (for the HP DesignJet 510

Series Printers only).

 HP No.82 for the Cyan, Magenta and Yellow Ink Cartridges.

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

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

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

3-2

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Printheads

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

Replace the Printheads?

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

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

Identifying the Components

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-3

Ink Supplies Troubleshooting

General Information About the Ink Supplies

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

 Always install the Ink Cartridges and Printheads before the

expiration date, which is on the packaging.

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

installation.

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

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

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

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

Should You Replace the Ink Cartridges?

3-4

HP DesignJets 500, 510 and 800 Series Printers Service Manual

CAUTION

C6074297a

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

to clean the printhead nozzles.

Do not touch the Electrical Contacts

Ink Supplies Troubleshooting

Some General Precautions When Handling the Ink Supplies

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

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

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

down gently.

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

Printhead life.

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

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

 Avoid storing partially used Ink Cartridges on their ends.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-5

Ink Supplies Troubleshooting

When Should You Replace the Ink Cartridges?

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

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

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

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

Ink Cartridge has experienced a problem and should be replaced. If this message appears repetitively, refer to Page 3-21, Troubleshooting Repetitive Ink Cartridge Messages.

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

Cartridge is out of ink and should be replaced. If this message appears repetitively, refer to Page 3-21, Troubleshooting Repetitive Ink Cartridge Messages.

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

warning you that the Ink Cartridge is close to the expiration date. Once the expiration date has been reached, the Printer will stop working and you will need to install a new Ink Cartridge in order to proceed. If this message appears repetitively, refer to Page 321, Troubleshooting Repetitive Ink Cartridge Messages.

3-6

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

When Should You Replace the Printheads?

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

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

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

 Printhead Error message. When this message appears, the

Printer has determined that one of the Printheads has experienced a problem and should be replaced. If this message appears repetitively, refer to Page 3-22, Troubleshooting Repetitive Printhead Error Messages.

 Printhead Error (unknown) message. When this message

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

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-7

Ink Supplies Troubleshooting

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

the Window.

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

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

 Printhead Warning message. When this message appears

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

The Printer normally determines this when:

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

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

2 The Troubleshooting process is performed but the Printer cannot

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

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

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

3-8

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Back

Enter

Ink cartridges

Ink menu

Back

Enter

Ink Menu

Information Color calibration Troubleshooting Align printheads Replace printheads

Back

Enter

Information

Ink cartridges Printheads

Back

Enter

Select ink cartridge

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

Obtaining Ink Cartridge Information

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

the front panel displays the Ink Menu. Press the Enter key.

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

Press the Enter key.

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

Press the Enter key.

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

you want to see information on. Press the Enter key.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-9

Ink Supplies Troubleshooting

Back

Enter

Black cartridge info

Status: inserted Expiration date:

15-Aug-2002

Serial number:

Model: HP Black No. 10 (500

06-02-1232651

and 800 series) HP Black No. 82 (510 Series)

Back

Enter

Ink cartridges

Ink menu

Back

Enter

Ink Menu

Information Color calibration Troubleshooting Align printheads Replace printheads

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

The information displayed is:

 The model of the Ink Cartridge (No.10 for Black (500 and 800

Series), No.82 for Black (510 Series), and No.82 for the Colors is recommended).

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

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

Ink level: 63cc (91%)

3-10

Obtaining Printhead Information

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

front panel displays the Ink Menu. Press the Enter key.

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

Press the Enter key.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Back

Enter

Information

Ink cartridges Printheads

Back

Enter

Select printhead

Cyan printhead Magenta printhead Yellow printhead Black printhead

Back

Enter

Black P/H info

Status: Faulty

End of warranty:

Model: HP Black No. 11

21-Nov-02 Serial number: 01-01-0415293 Ink used: 260 cc (49%) Not aligned

In warranty Code: 0023

Action: Replace

Not calibrated Paper jams: None

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

Press the Enter key.

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

you want to see information on. Press the Enter key.

5 The front panel displays information on the selected Printhead.

The information displayed is:

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

unknown).

 Printhead Error Code (if Printhead is faulty) - Refer to Page 3-23.  The action required depending on the status of the Printhead.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

 The end of warranty date of the Printhead.  The Serial Number of the Printhead.  How much ink has been consumed by the printhead. Note: It is

possible for a Printhead to consume more than one Ink Cartridge.

3-11

Ink Supplies Troubleshooting

Also the % indicates the percentage over the expected life of the Printhead BUT a Printhead may last more than 100%.

 Whether the Printhead Alignment has been performed since the

last Printhead replacement.

 Whether Color Calibration has been performed since the last

Printhead replacement.

 Whether a Paper Jam was ever detected while this particular

Printhead was installed.

3-12

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Ink Cartridge Status Messages

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

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

Ink Cartridge Status While Replacing

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

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

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

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

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

indicated - a full cartridge has the whole interior black;

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

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

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

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-13

Ink Supplies Troubleshooting

Printhead Status Messages

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

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

wrong model type.

 During the Printhead Alignment or

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

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

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

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

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

Troubleshooting

procedure

3-14

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

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

Exclamation Mark; the Printer has determined that one of the Printheads has worn out and should be replaced; Replace the Printhead (the user can still decide if the Print Quality is good enough for them).

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Back

Enter

Press ENTER for Set-up menu

Set-up menu

Back

Enter

Set-up menu

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

Printhead History Utility

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

 Determine whether the Printer is causing repetitive problems to

the Printheads  Refer to Page 3-17.

 Determine whether the Customer is replacing the Printheads too

early without trying to perform any recovery actions  Refer to Page 3-19.

The information that is stored for each Printhead is:

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

removed.

 Whether the Printhead experienced a paper crash.



Whether the Customer performed the right level of Printhead recovery (

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

Troubleshooting

procedure) before replacing a Printhead.

Accessing the Printhead History Utility

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

Press the Enter

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

Enter key.

key.

Press the

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-15

Ink Supplies Troubleshooting

Back

Enter

Log

Printheads Errors

Back

Enter

Printhead history

Select color:

Black Yellow Magenta Cyan

Back

Enter

Black P/H history

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

Select for more info:

5 Removed - Err 0023

Printhead currently installed

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

Press the Enter key.

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

you want to see information on. Press the Enter key.

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

selected color (use the arrow keys to scroll through the complete list). Press the ↑ or ↓ key until the front panel highlights the item number that you want to see information on. Press the Enter key.

3-16

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

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

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

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

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

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

and no error is detected.

Printer and an error has been detected. For Printhead error codes, refer to Page 3-23.

unknown.

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

PH Info - Black #4

Usage time: 135 days P/H cleaning: 0 Error code: 0025 Removal date: 20-Sep-01

Ink used: 260 cc (49%)

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

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

unknown.

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

marked with an error code. For Printhead Error Codes, refer to Page 3-23.

6 The front panel displays information on the selected item.

The information displayed is:

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

Printer.

 A code indicating whether Printhead recovery (

procedure

) has been performed or not:

Troubleshooting

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

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

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

Is the Printer Causing Repetitive Printhead Problems?

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

Troubleshooting

procedure

should be performed

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-17

Ink Supplies Troubleshooting

Black P/H history

1 Installed - OK 2 Removed - too early

3 Removed - too early 4 Removed - too early

Select for more info:

5 Removed - Err 0025

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

PH Info - Black #2

Usage time: 135 days P/H cleaning: 3 Error code: Removal date: 20-Feb-02

Ink used: 260 cc (49%)

PH Info - Black #3

Usage time: 201 days P/H cleaning: 3 Error code: Removal date: 20-Sep-01

Ink used: 355 cc (67%)

PH Info - Black #4

Usage time: 65 days P/H cleaning: 3 Error code: Removal date: 24-Nov-00

Ink used: 127 cc (24%)

Black P/H history

1 Installed - OK 2 Removed - too early

3 Removed - too early 4 Removed - too early

Select for more info:

5 Removed - Err 0256

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

Summary

steps on the following page.

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

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

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

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

2 In order to check if the recovery process (

procedure and press the Enter key.

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

3-18

Troubleshooting

) was performed on each Printhead, select the Printhead

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

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

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

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

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

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

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

Station  Page 4-27. If the usage of the Service Station is close to 100% then replace the Service Station  Page 8-52.

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

Printheads into the Carriage and see if ink flows to them (you will need to perform the Prime Tubes Utility  Page 4-24). If the ink DOES NOT flow to the Start-up Printheads, replace the Ink Supply Tubes  Page 8-60.

Is the User Replacing the Printheads too Early?

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

Troubleshooting

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

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

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

Printhead that is experiencing the replacement problem. In the

procedure

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-19

Ink Supplies Troubleshooting

Black P/H history

1 Installed - OK 2 Removed - too early

3 Removed - too early 4 Removed - too early

Select for more info:

5 Removed - Err 0025

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

PH Info - Black #2

Usage time: 135 days P/H cleaning: 0 Error code: Removal date: 20-Feb-02

Ink used: 260 cc (49%)

PH Info - Black #3

Usage time: 201 days P/H cleaning: 0 Error code: Removal date: 20-Sep-01

Ink used: 355 cc (67%)

PH Info - Black #4

Usage time: 65 days P/H cleaning: 1 Error code: Removal date: 24-Nov-00

Ink used: 127 cc (24%)

Black P/H history

1 Installed - OK 2 Removed - too early

3 Removed - too early 4 Removed - too early

Select for more info:

5 Removed - Err 0025

If consecutive Printheads are being replaced too early and the P/H cleaning code for all of them is 2

Summary

or lower, the customer should be advised to use the

Troubleshooting

procedure

before replacing

Printheads.

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

2 In order to check if the maximum recovery process

(

Troubleshooting

select the Printhead and press the Enter key.

procedure

) was performed on each Printhead,

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

3-20

determine if Printheads need replacing or not. Emphasize that performing the Printhead if it is printing badly, therefore the User wouldn’t need to buy new Printheads frequently.

Troubleshooting

procedure

(refer to Page 6-4) to

could recover the

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Troubleshooting Repetitive Ink Cartridge Messages

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

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

Ink Cartridge Error message.

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

inside the Ink Supply Station (power OFF the Printer first).

3 If the message continues to appear after cleaning the Ink Supply

Station, replace the Ink cartridge again.

4 If the message still continues to appear, replace the Ink Supply

Station  Page 8-48.

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

Ink Cartridge is leaking. In this case try the following:

1 Reinsert the failing Ink Cartridge and if the status is OK, you may

continue to print. If after reinserting the Ink Cartridge fails again then replace the Ink Cartridge. If the message continues to appear after replacing the Ink Cartridge then replace the Ink Supply Tubes

 Page 8-60.

Out of Ink message.

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

If the new Ink Cartridge is consumed too quickly then the Ink Supply Tubes could be broken in which case replace the Ink Supply Tubes  Page 8-60.

3 If the message still continues to appear, perform the Ink Supply

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-21

Ink Supplies Troubleshooting

Expiration message.

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

information sent with a print file which includes the current date. The printer will then compare this date to the expiration date on the Ink Cartridge.

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

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

Troubleshooting Repetitive Printhead Error Messages

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

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

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

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

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

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

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

Assembly  Page 8-78.

3-22

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Ink Supplies Troubleshooting

Printhead Error Codes

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

The following table explains the

Code Explanation

00 Black Printhead In Warranty 01 Magenta Printhead In Warranty 02 Cyan Printhead In Warranty 03 Yellow Printhead In Warranty 10 Black Printhead Out of Warranty 11 Magenta Printhead Out of Warranty 12 Cyan Printhead Out of Warranty 13 Yellow Printhead Out of Warranty

The following table explains the

Code Explanation

01 to 08

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

Printhead Thermal Error - Replace faulty Printhead; if the problem continues,

first

2 digits of the Printhead Error Code:

last

2 digits of the Printhead Error Code:

replace Carriage Assembly.

10 to 17 Printhead Electrical Error - Clean Carriage and

Printhead flex circuit, replace the faulty Printhead, check the other Printheads; if the problem continues, replace Carriage Assembly.

18 to 24

30 to 33 Printhead Electrical Error - Clean Carriage and

34 Acumen Error -

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

Printhead Thermal Error - Replace faulty Printhead; if the problem continues,

Printhead flex circuit, replace the faulty Printhead, check the other Printheads; if the problem continues, replace Carriage Assembly.

Printhead flex circuit, replace faulty Printhead.

replace Carriage Assembly.

Reseat Printhead, clean Carriage and

problem disappears.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

3-23

Ink Supplies Troubleshooting

Summary of Solving Ink Supplies Problems

Most of the problems that you could encounter when working with

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

Problems reseating the Printhead

If you have inserted the printhead into the Carriage Assembly and

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

following steps.

NOTE Check that during the priming process, the Setup Printheads are

installed in the Carriage. If the printing Printheads are installed

in the carriage during the priming process, they will be rejected

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

Open window and replace with SETUP printheads" message.



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

 Insert the Printhead into the Carriage Assembly but this time

close the cover using the latch.

 Clean the electrical contacts on both the Printheads and the

Carriage Assembly using a damp cloth.

 Replace the Printhead with a new one.

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

the HP DesignJet 500/510/800 Series Printer.

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

color coded label at the top.

CAUTION Never clean inside the Ink Cartridge slots.

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

HP DesignJet 500/510/800 Series Printer.

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

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

This can damage the Printhead and reduce print quality.

3-24

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Introduction 4-2

Diagnostics - Self Test 4-2

Service Tests (Diagnostics) 4-3

Entering the Service Tests Menu 4-4 Ink Supply Station 4-6 Carriage Movement 4-8 Paper Advance Te st 4-11

Service Utilities 4-14

Entering the Service Utilities Menu 4-15 EEROM Setup 4-17 Turn Drive Roller 4-22 Unlock Carriage 4-23 Prime Tubes 4-24 Change Cutter 4-25 Change Ink Tubes 4-26 Printer Information 4-27

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

PHO

POR

Introduction

This chapter explains how to use the built-in Service Tests and

Service Utilities and what to do if any of the Service Tests fail. If

possible, always perform a Service Test on the component that you

are about to replace, just to make sure that is the component that has

failed. If the test on that component passes, there is no need to

replace it.

Phone Support

In certain circumstances, a Call Agent can try and troubleshoot the

Printer by requesting the Customer to perform a Service T est via the

phone. Using this process, it can be determined whether the Printer

requires any on-site maintenance.

Diagnostics - Self Test

Initialization Sequences

Whenever the Printer is switched ON, it automatically performs a

series of internal self tests and mechanical initialization sequences.

If any of the parts fail, a system error will appear and you should

consult Chapter 2 - System Error Codes.

Entering Service Menu at Power Up - Only for Onsite Repair

If the Printer fails to initialize completely because of a System Error

and you need to use the Service Menu (Service Tests and Utilities),

the Printer can be powered up in Service Mode by pressing the Up

and Enter keys while switching the Printer ON. This will give you

access to some of the Service Tests and Utilities without having to

complete the System Initialization (if you perform some of the tests,

they will need to initialize the relevant part of the System).

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests (Diagnostics)

The following is a list of all internal Service Tests available in the Printer. Instructions for entering the Service Tests menu are given on Page 4-4.

1 Ink Supply Station  Page 4-6

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

2 Carriage Movement  Page 4-8

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

 Friction problems with worn out slider rod or Carriage Bushings.  Blockage due to problems with the Service Station.

Service Tests and Utilities

 Problems with encoder sensing.

3 Paper Advance  Page 4-11

The purpose of this test is to identify whether there is too much friction in the paper-axis drive system which is caused by defects with the Transmission Gears, Drive Roller or the Paper-Axis Motor.

4 Troubleshooting  Page 6-4

The Printer contains an internal Troubleshooting procedure which helps you to diagnose and resolve the possible source of any Image Quality or Line Quality defects. If Print Quality is poor at anytime, the Troubleshooting procedure should be performed which will determine whether the Printhead needs replacing (by marking it with an exclamation mark) or not after performing various levels of recovery actions.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

Back

Enter

Press ENTER for Set-up menu

Set-up menu

Back

Enter

Set-up menu

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

Back

Enter

Set-up menu

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

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

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

PHO

Back

Enter

Service tools

Service tests Service calibrations Service utilities

Entering the Service Tests Menu

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

instructions on Page 4-15. 1 Press the ↑ or ↓ key until the front panel displays the Setup Menu and

then press Enter

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

to access the special Service Menu.

4-4

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

front panel displays Service Tests and then press Enter.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

Service tests

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

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

Service Test is highlighted.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

PPOR

Back

Enter

Service tests

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

ISS Tes t

Remove all the ink cartridges

Ink Supply Station

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

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

Supply Station will eventually damage the Printheads because the

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

which will cause the Printhead to dry-fire.

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

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

REPLACING THE INK SUPPLY STATION. IF THIS TEST

PASSES, DO NOT REPLACE THE INK SUPPLY STATION.

Perform the Ink Supply Station test as follows: 1 In the Service Tests submenu, scroll to "Ink Supply Station" and

press Enter.

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

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

Cartridges:

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

ISS Test

Please wait.

Checking

ISS Test

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

Back

Enter

ISS Test

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

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

Ink Supply Station. During this short period, the following message will be displayed:

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

Station has passed the test and the following message will appear on the Front Panel:

WARNING IF THIS TEST PASSES, DO NOT REPLACE THE INK

SUPPLY STATION.

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

Supply Station must be faulty and the following message will appear on the Front Panel:

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

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

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Service Tests and Utilities

PPOR

Back

Enter

Service tests

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

Carriage movement

Carriage movement test

Moving Carriage. Please wait

Carriage movement

Carriage movement test

Ready to display results. Press ENTER

Back

Enter

Carriage Movement

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

components at several speeds. This test checks for the following

problems:

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

 Blockage due to problems with the Service Station.

 Problems with encoder sensing.

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

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

REPLACING THE CARRIAGE ASSEMBLY. IF THIS TEST

PASSES, DO NOT REPLACE THE CARRIAGE ASSEMBLY.

Perform the Carriage Movement test as follows: 1 In the Service Tests submenu, scroll to "Carriage movement" and

press Enter.

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

Front Panel:

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

received while performing the test. Once the data has been

analyzed, the following message will appear on the Front Panel:

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Test results. Select item for more information

PWM Speed offset Stabilization distance

Back

Enter

PWM results

Average: XXX Std dev: X

A verage value of the PWM

Standard deviation value of the PWM

Speed offset results

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

A verage value of the speed offset

Standard deviation value of the speed offset

Stabilization distance results

Stabilizat. dist. (mm): XX

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

different results you can view. You can make your selection using the arrow keys and press Enter to view the selection.

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

PWM test:

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

of the Speed offset:

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

the results of the Stabilization distance:

To check if the values displayed after the test are within the limits, refer to the following table:

PWM Average Between 95 and 115 < 150

PWM Std dev < 10 < 15

Speed Offset Average 00

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Normal Values Acceptable Values

4-9

Service Tests and Utilities

Sped Offset Std dev 0< 5

Stabilization Distance 45 mm <65 mm

If the values obtained in the test are more than the acceptable values

listed in the above table, then the test has failed. In this case, to

resolve the problem, try the following:

1 Check that there are no obstacles restricting the movement of the

Carriage Assembly.

2 Clean the Slider Rod and apply Oil along the complete axis of the

Slider Rod.

3 Check that the Encoder Strip is clean. If necessary, clean the

Encoder Strip using a damp cloth

4 Check that when the Carriage Assembly is moving, there is no noise

coming from the transmission components (Motor, Belt, Idler

Pulley). If there is noise from these components, replace them.

Normal Values Acceptable Values

5 Replace the Encoder Strip  Page 8-76. 6 Replace the Belt and the Idler Pulley  Page 8-74. 7 Replace the Scan-Axis Motor Assembly  Page 8-29. 8 Replace the Carriage Assembly  Page 8-78.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

PPORT

Back

Enter

Service tests

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

Paper Advance test

Paper-axis motor test passed. Press ENTER to continue

Back

Enter

Paper Advance Test

The purpose of this test is to identify whether there is too much friction in the paper-axis drive system which is caused by defects with the Transmission Gears, Drive Roller or the Paper -Axis Motor. This test should be performed when a Paper-Axis shutdown occurs which is not caused by a paper jam.

The Paper Advance test will perform the following tests:

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

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

guidance of a HP Support person via the phone.

WARNING IF POSSIBLE ALWAYS PERFORM THIS TEST BEFORE

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

Perform the Paper Advance test as follows:

NOTE Remove any media loaded and make sure that Pinch-Arms are

lowered before performing this test.

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

press Enter.

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

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

Paper Advance test

System error 41:10

Paper-axis motor failed

Paper Advance test

Roller encoder sensor test passed. Press ENTER to continue

Back

Enter

Paper Advance test

System error 56:10

Roller encoder sensor failed

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

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

following message will be displayed:

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

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

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

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

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

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

WARNING IF THIS TEST PASSES, DO NOT REPLACE THE DRIVE

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

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

will be displayed:

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

Encoder Sensor  Page 8-38. But if the problem persists, replace

the Encoder Disk Assembly.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Paper Advance test

System error 81:11

Paper-axis shutdown

Paper Advance test

Moving Drive Roller. Please wait

Test results

Average PWM: XX Std dev PWM: X

Average value of the PWM

Standard deviation value of the PWM

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

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

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

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

restricting the movement of the Drive Roller.

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

utility  Page 4-22. Also try cleaning the Drive Roller Gears.

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

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

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

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

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

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

panel:

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

Service Utilities

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

Printers. Instructions for entering the Service Utilities menu are

given on Page 4-15. 1 EEROM Setup  Page 4-17

The purpose of this Service Utility is to modify identification

parameters such as serial numbers, as well as the Font Type. This

only needs to be performed when EEROM failures cannot be

recovered where both the current EEROM (located in the Main

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

contain false values or because both of them have failed. 2 Turn Drive Roller  Page 4-22

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

order to clean it. 3 Unlock Carriage  Page 4-23

The purpose of this Service Utility is to unlock the Carriage

Assembly which is normally locked by the Service Station in order

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

then be moved freely along the Printer by hand. 4 Prime Tubes  Page 4-24

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

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

to force the priming procedure). 5 Change Cutter  Page 4-25

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

to a position where it can be replaced. 6 Change Ink Tubes  Page 4-26

The purpose of this Service Utility is to move the Carriage

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

Supply Tubes much easier. 7 Printer Information  Page 4-27

The purpose of this Utility is the following:

 Report basic parameters for call qualification.

 Identify potential problems.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

Press ENTER for Set-up menu

Set-up menu

Back

Enter

Set-up menu

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

Back

Enter

Set-up menu

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

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

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

POR

Back

Enter

Service Menu

Service tests Service calibrations Service utilities

Entering the Service Utilities Menu

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

then press Enter

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

to access the special Service Menu.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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

front panel displays Service Utilities and then press Enter.

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Service Tests and Utilities

Back

Enter

Service utilities

Change ink tubes Unlock Carriage Turn Dri v e Rol le r Prime tubes EEROM Setup

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

Service Utility is highlighted.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

Service utilities

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

Back

Enter

EEROM Setup options

Serial number Font type Reset usage counter Reset to default

EEROM Setup

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

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

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

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

Perform the EEROM Setup as follows:

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

press Enter.

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

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

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

"Serial number" and press Enter. The following information will be displayed on the front panel. You will need to use the arrow

HP DesignJets 500, 510 and 800 Series Printers Service Manual

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Service Tests and Utilities

Enter serial number Current: ESA80035674 New: _ 0 1 2 3 4 5 6 7 8 9 A B C D E F ES SG

 Backspace

Current Serial Number encoded into the EEROM

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

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

Selecting this will delete the last digit selected

Back

Enter

Select serial number Current: ESA80035674 New: ESB75_ 5 6 7

Back

Enter

Serial number

Serial number entered is ESB7531008 Press ENTER to confirm or BACK to correct

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

4-18

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

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

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

front panel will display the following message:

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

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

Back

Enter

Do you want to set font type to Japanese?

YES √

Font type setting is not available for this type of printer

Press BACK or ENTER to return to menu

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

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

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

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

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

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

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

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Service Tests and Utilities

Back

Enter

Reset usage counter

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

Ink usage:

Reset usage counter

Scan axis usage:

Press ENTER to continue or CANCEL to quit

Back

Enter

If you want to Reset the Usage Counter

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

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

counter for a component when it has not been replaced.

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

(to consult the usage counters  Page 4-27), then you should select "Reset usage counter" and press ENTER. The following information will be displayed on the front panel. You will need to use the arrow keys to scroll through the complete list because the front panel only allows 6 lines to be displayed at one time. Select the usage counter that you want to reset and then press Enter .

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

following message will appear on the Front Panel. Press Enter if you want to proceed with resetting the counter or press Cancel if you want to exit without resetting the counter:

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

Printer Information utility  Page 4-27.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Reset to defaults

Press ENTER to continue or CANCEL to quit

Back

Enter

If you want to Reset the EEROM to the Default Values

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

if the Electronics Module has been replaced by a reused one and you need to reset the EEROM configuration. Also reset the EEROM if the Printer does not have the correct Serial Number after powering up.

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

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

NOTE After resetting the EEROM to the default values, you will need to

re-enter the Serial Number, Model Number and the Font Type (without re-entering this information, the Printer will NOT work). DO NOT SWITCH THE PRINTER OFF AND ON AGAIN BEFORE RE-ENTERING THESE VALUES. Also you will need to perform the Factory Advance Calibration.

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Service Tests and Utilities

Back

Enter

Service utilities

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

Turning Drive Roller

turns 2 Press CANCEL to stop

Turning Drive Roller

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

Turn Drive Roller

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

order to clean it.

NOTE REMOVE THE MEDIA BEFORE PERFORMING THIS

OPERATION.

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

press Enter.

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

the following message will be displayed. Everytime the Drive

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

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

the following message will appear on the front panel. Press Enter if

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

want to continue turning the Drive Roller.

HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

Service utilities

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

Unlock Carriage

Unlocking Carriage Please wait...

Unlock Carriage

Carriage unlocked Power off the printer to start the repair

Unlock Carriage

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

Perform the Unlock Carriage utility as follows:

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

press Enter.

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

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

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

following message will appear on the front panel:

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

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

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Service Tests and Utilities

Back

Enter

Service utilities

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

Prime tubes

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

Prime tubes

Power off/on machine to start tube priming

Open window and

remove normal

printheads to prepare

ink system

Prime Tubes

This purpose of this Service Utility is to prime the Ink Sup ply T ubes

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

to force the priming procedure).

Prime the tubes as follows:

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

Enter.

2 Once the utility starts, the printer will display the following message

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

Cancel and you will return to the Service Utility menu.

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

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

start the priming process.

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

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

Printheads and replace them with Start-up Printheads.

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Service Tests and Utilities

Back

Enter

Service utilities

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

Change Cutter

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

NOTE In order to actually replace the Cutter Assembly , refer to Page

Perform the Change Cutter utility as follows:

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

Enter.

The Carriage will move to the left hand side of the Printer, pick up the Cutter and move it to a position where the Cutter can be replaced.

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Service Tests and Utilities

Back

Enter

Service utilities

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

Change ink tubes

Press ENTER to continue or CANCEL to quit

1. Switch off the machine

2. Refer to the Service Manual to replace

tubes

Change Ink Tubes

The purpose of this Service Utility is to move the Carriage Assembly to a position where it makes the removal of the Ink Supply Tubes much easier.

NOTE In order to actually replace the Ink Supply Tubes, refer to Page

8-60.

Perform the Change Ink Tubes utility as follows:

1 In the Service Utilities submenu, scroll to "Change Ink Tubes" and

press Enter.

2 Once the utility starts, the printer will display the following message

on the front panel. If you want to abort the Change Ink Tubes utility, press Cancel and you will return to the Set-up menu.

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

change the Ink Supply Tubes and the following message will be displayed on the Front Panel. You should switch the Printer OFF before starting to change the Ink Supply Tubes.

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

start the Priming process.

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HP DesignJets 500, 510 and 800 Series Printers Service Manual

Service Tests and Utilities

Back

Enter

Service utilities

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

Back

Enter

Printer Information Model Number: C7779C Serial No:

Service ID: 11280 Engine F/W: X.XX.XX

Formatter F/W: X.XX.XX Hard disk F/W: X.XX.XX Paper usage: 315 in

Ink used:

Scan axis usage: 21% Paper axis usage: 23% Serv. Station usage: 19% Spittoon usage: 12% Pinch-Lift usage: 10% Cutter usage: 26% Carriage usage: 12%

ESA0B001023

Black 6 cc Cyan 4 cc Magenta 4 cc Yellow 3 cc

Ink usage: 2%

8 m

Printer Information

The purpose of this Utility is the following:

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

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

EEROM Setup utility (

Check the Printer Information as follows:

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

press Enter.

Page

4-17).

2 The Printer will display the following information on the front

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

4-27

Service Tests and Utilities

Each parameter of the Printer Information is explained as follows:



Model Number

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

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

as printed on the Serial Number label (located at the back of the Printer). If the Model Number on the front panel does NOT match the number on the label, then use the EEROM setup utility ( Page



Service ID

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

How to calculate the Service ID from a calendar date:

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

= (2001 - 1990) = 11)

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

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

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

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

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

12) = December 30th)

- This identifies the model type of the Printer and

4-17

) utility to set the correct model number.

4-17) to set the correct model number.

- This number identifies the date when the Printer was

YYDDD

DDD

is the number of actual days since January 1st.

, where YY is the actual year

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

the Printer and the date that it was updated.

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

used by the Formatter (if it is installed).

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

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

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



Scan axis usage

- Number of Scan-Axis cycles represented as a

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

HP DesignJets 500, 510 and 800 Series Printers Service Manual

HP DesignJets 500, DesignJets 510, DesignJets 800 Service Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Using this Manual

Purpose

Readership

Part Numbers

Conventions

Table of Contents

Troubleshooting 1

Guide to Troubleshooting the Printer

Introduction

Front Panel Difference for the HP DesignJet 500, 510 and 800 Series Printers

Front Panel for the HP DesignJet 500 and 800 Series

Front Panel for the HP DesignJet 510 Series

Troubleshooting System Error Codes

Solving Print Quality Problems

Cover Sensors are not Working

The Line Sensor has Problems Detecting Media

Troubleshooting Paper-Axis Shutdowns

Problems with the Vacuum Fan

Vacuum suction much lower at high altitudes

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

Banding at variable extreme environmental conditions

The Priming Procedure Fails

Using the Power Switch LED to Troubleshoot

Using the Boot-Up Sequence to Troubleshoot

Entering Service Menu at Power Up - Only for Onsite Repair

Using the Formatter/Accessory Card LEDs to Troubleshoot

How to Detect Problems Related to the Encoder Disk

System Error Codes 2

System Error Codes 1

Introduction

Continuable and Non-Continuable Error Codes

System Error Codes - Explanation

Error Log Utility

Accessing the Error Log Utility

System Error: 01:10

System Error: 01:11 Problem

System Error: 01:12 Problem

System Error: 01:13 Problem

System Error: 02:10 Problem

System Error: 02:13 Problem

System Error: 03:10

System Error: 04:11 Problem

System Error: 05:09 Error (Only applicable to HP DesignJet 500 and 510

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

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

System Error: 05:10 Error (Only applicable to HP DesignJet 500 and 510

System Error: 05:11 Problem

System Error: 08:11 Problem

System Error: 11:11 Problem

System Error: 11:13 Problem

System Error: 12:11

System Error: 21:10 Problem

System Error: 21:11 Problem

System Error: 22:10 Problem

System Error: 41:10 Problem

System Error: 41:13 Problem

System Error: 42:10 Problem

System Error: 43:10 Problem

System Error: 43:11 Problem

System Error: 56:10

System Error: 56:13 Problem

System Error: 61:04 Problem

System Error: 61:05 Problem

System Error: 64:04

System Error: 71:04

System Error: 71:06 Problem

System Error: 72:04 Problem

System Error: 73:04

System Error: 79:04

System Error: 81:01

System Error: 81:11 Problem

System Error: 85:10 Problem

System Error: 86:01 Problem

System Error: 86:11 Problem

System Error: 86:13

System Error: 87:13 Problem