HP Designjet T7100 service manual
DESIGNJET T7100 and T7100
Monochrome printer series
Service manual
© 2010 Hewlett-Packard Development
Company, L.P.
1st edition
Legal notices
This document contains proprietary
information that is protected by copyright.
All rights are reserved. No part of this
document may be photocopied, reproduced,
or translated to another language without
the prior written consent of Hewlett-Packard
Company.
Notices
Warranty
The information contained in this
document is subject to change without
notice.
Hewlett-Packard makes no warranty of
any kind with regard to this material,
including, but not limited to, the implied
warranties of merchantability and fitness
for a particular purpose.
Hewlett-Packard shall not be liable for
errors contained herein or for incidental
or consequential damages in connection
with the furnishing, performance, or use
of this material.
WARNING
The procedures described in this manual
are to be performed by 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
and utilities on page 89 in this manual
for precautions you should take to
prevent damage to the printer circuits
from electrostatic discharge.
Service tests
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.
Customer Assurance
Customer Experience Section
Large Format Printing Division
Hewlett-Packard Española, S.A.
Avenida Graells, 501
08174 Sant Cugat del Vallès
Spain
Safety symbols
General definitions of safety symbols
are given immediately after the table of
contents.
ENWW iii
iv Notices ENWW
Using this manual
Purpose
This service manual contains information necessary to test, calibrate and service:
HP Designjet T7100 printer (Models CQ105A, CQ106A)
●
HP Designjet T7100 Monochrome printer (Models CQ101A, CQ102A)
●
For information about using these printers, refer to the Using your printer manual.
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 located in
on page 186.
Parts and diagrams
ENWW v
vi Using this manual ENWW
Table of contents
1 Printing tips and tricks ...................................................................................................... 1
Paper loading .......................................................................................................................... 2
Paper-advance calibration ......................................................................................................... 2
Printhead alignment .................................................................................................................. 3
Use of multiple rolls .................................................................................................................. 3
2 Troubleshooting ................................................................................................................ 5
Printer education and training .................................................................................................... 7
Firmware update ...................................................................................................................... 7
Print-quality troubleshooting ....................................................................................................... 8
Troubleshooting system error codes ............................................................................................ 8
Performing a service test on a failed assembly ............................................................................. 8
Performing the necessary service calibrations .............................................................................. 8
The printer does not power on ................................................................................................... 9
The printer hangs during printing and displays ‘processing’ .......................................................... 9
The printer continuously rejects printheads ................................................................................. 10
A new maintenance cartridge is incorrectly detected as ‘used’ ..................................................... 10
Cover sensors are not working ................................................................................................. 10
The Line Sensor has problems detecting paper ........................................................................... 10
How to remove the Left Hub when the actuator is broken ............................................................ 10
Troubleshooting paper jams and printhead crashes .................................................................... 11
Troubleshooting shutdowns ...................................................................................................... 12
Vacuum suction much lower at high altitudes ............................................................................. 13
Banding at variable extreme environmental conditions ................................................................ 13
Printhead crashes/smears on high-density prints using coated paper ............................................ 14
Banding due to ink cartridge replacement while printing ............................................................. 14
34" Rice Paper not supported .................................................................................................. 14
Worm marks on HP Coated Paper with light area fills ................................................................ 15
Solving paper-handling problems ............................................................................................. 15
Difficult to load paper: “Too much skew” .................................................................................. 15
How to read the power switch LEDs .......................................................................................... 15
How to read the Formatter LEDs ............................................................................................... 16
If the front panel turns on and then stops ................................................................................... 19
How to interpret the Service Information Pages .......................................................................... 19
ENWW vii
When the main window is open and the printer is printing (safety compliance) .............................. 27
How to troubleshoot the 79:04 system error .............................................................................. 28
3 System error codes ......................................................................................................... 41
What to do if the front panel is blank ....................................................................................... 42
System error codes ................................................................................................................. 42
Explanation of system error codes and warnings ........................................................................ 42
Continuable and non-continuable error codes ............................................................................ 45
4 Ink supplies .................................................................................................................... 76
What are ink supplies? ........................................................................................................... 77
General information about the ink supplies ................................................................................ 79
General precautions when handling ink supplies ........................................................................ 79
Priming the ink system ............................................................................................................. 80
When should you replace the ink supplies? ............................................................................... 80
Obtaining Ink Cartridge information ......................................................................................... 81
Obtaining Printhead information .............................................................................................. 81
Summary of solving ink supplies problems ................................................................................. 85
Troubleshooting Printhead error codes ...................................................................................... 86
Carriage Interconnect Wiper ................................................................................................... 87
Warranty information for ink supplies ....................................................................................... 87
5 Service tests and utilities ................................................................................................. 89
Introduction ........................................................................................................................... 90
Diagnostics—self test .............................................................................................................. 90
Phone support ........................................................................................................................ 90
Service tests (diagnostics) ........................................................................................................ 90
Entering the Service Tests menu ................................................................................................ 91
Service utilities ..................................................................................................................... 107
6 Service calibrations ....................................................................................................... 122
Service calibrations .............................................................................................................. 123
Entering the Service Calibrations menu ................................................................................... 124
7 Print quality ................................................................................................................. 145
Initial print-quality troubleshooting actions ............................................................................... 146
Troubleshooting tools ............................................................................................................ 147
How to use the Image Quality Service Diagnostic Print ............................................................. 151
Print-quality issues by symptom .............................................................................................. 168
Working with other commercially available papers .................................................................. 181
8 Parts and diagrams ...................................................................................................... 186
Printer ................................................................................................................................. 187
viii ENWW
Stacker ............................................................................................................................... 205
9 Printer part removal and installation ............................................................................ 215
Service part order ................................................................................................................ 216
Disassembly order ................................................................................................................ 219
10 Stacker part removal and installation ......................................................................... 412
Right Cover ......................................................................................................................... 413
Left Cover ........................................................................................................................... 415
Top Cover ........................................................................................................................... 416
Lower Front Cover ................................................................................................................ 419
Pinchwheels ........................................................................................................................ 424
Drive Motor ......................................................................................................................... 425
Front Cover Sensor ............................................................................................................... 427
Safety Temperature Sensor .................................................................................................... 429
Temperature Sensor PCA ...................................................................................................... 431
Media Sensor ...................................................................................................................... 433
Extension Tray ..................................................................................................................... 435
Receiving Tray ..................................................................................................................... 437
Printer Interlocks ................................................................................................................... 438
Paper Infeed Platen .............................................................................................................. 440
Electronics PCA ................................................................................................................... 441
Power Supply Unit ................................................................................................................ 444
Heating Lamp ...................................................................................................................... 448
Heat Roller .......................................................................................................................... 452
Transport Belt ...................................................................................................................... 454
11 Preventive maintenance ............................................................................................. 461
Moisture on the printer .......................................................................................................... 462
Noisy Carriage Bushing ........................................................................................................ 462
Belt swelling ........................................................................................................................ 462
General cleaning ................................................................................................................. 462
Clean the Drive Roller and Overdrive ..................................................................................... 462
Clean the Platen ................................................................................................................... 463
Clean the Encoder Strip ........................................................................................................ 464
Clean the Paper-advance Sensor window ............................................................................... 466
Apply oil to the Overdrive ..................................................................................................... 466
Lubricate the Carriage Assembly ............................................................................................ 467
Scheduled maintenance ........................................................................................................ 468
Preventive Maintenance Kits .................................................................................................. 468
ENWW ix
x ENWW
1 Printing tips and tricks
Paper loading on page 2
●
Paper-advance calibration on page 2
●
Printhead alignment on page 3
●
Use of multiple rolls on page 3
●
Printing tips
ENWW 1
Printing tips
Paper loading
Paper-advance calibration
Rolls with 3-inch cores cause fewer ink smears and paper jams, and the finished prints stack better, in
the bin or the HP stacker.
To avoid selecting the wrong paper name when loading, we recommend hiding paper types that you
never use, which can be done from the HP Utility.
The printer will automatically start paper-advance calibration in the following situations.
A new type of plain or coated paper is loaded for the first time. Each type is calibrated
●
separately: for instance, there is one calibration for plain paper and another for HP Universal
Inkjet Paper.
A new matte-black printhead is installed.
●
The firmware is updated.
●
Calibration adjusts the paper advance to reduce banding and line continuity issues for each paper type
(including all different roll sizes). It is important to use a different front-panel name for each paper type.
For example, if a third-party plain paper A is loaded as “plain” in the front panel, and a third-party
paper B is also loaded as “plain”, the printer may not be optimized for paper B. We recommend in
this case using a different name for B, for instance “HP Universal Inkjet Paper”.
Factory paper-advance
calibration
Paper-advance settings
specific to each paper
category. This is a baseline
for the printer, to which the
other calibrations add a
correction.
Hard-coded in printer Automatically triggered by
Used with paper types, such
as films, with which OMAS
cannot be used.
OMAS calibration Automatic paper-
advance calibration
This is a dynamic correction
applied to every advance
depending on the OMAS
readings. It is applied to the
specific paper loaded.
Used with paper types that
are compatible with OMAS.
This is an offset applied to the
paper advance that takes into
account the printheads and
the specific paper loaded.
printer or by user
Mandatory for fiber-based
papers printing with relatively
few passes. Does not work
with natural tracing paper.
Optional for other papers,
such as heavyweight or
glossy.
Manual paper-advance
calibration
This is an offset applied to the
other paper-advance
calibrations.
Triggered by user only
May be used by customers to
fine-tune the paper advance.
Also useful for natural tracing
paper, with which automatic
calibration does not work.
The paper advance is normally managed by a combination of automatic paper-advance calibration
and OMAS tracking of the paper movement.
2 Chapter 1 Printing tips and tricks ENWW
Printhead alignment
For printhead alignment to work best with all kinds of plain paper, it is recommended to perform the
alignment using HP Coated or HP Bright White papers. Vertical line straightness with other plain
papers (such as non-HP plain papers and recycled papers) will improve.
The printheads must be aligned whenever a new printhead is installed, and should be aligned after any
paper jam that may have moved the printhead slightly.
Use of multiple rolls
There are various ways to set up the printer for multi-roll printing, using the roll-switch and papermismatch policies. Here are some examples.
1. Same paper type and different sizes loaded: this is typical when printing line drawings in
standard sizes. For instance, two rolls with A0 size plain paper and one roll with A1 size plain
paper. Driver settings: paper type to Any and roll to Any.
Roll switching policy:
●
Minimize paper waste: Recommended setting for this workflow. With this setting,
◦
roll switch takes precedence over autorotate. This setting minimizes the paper wasted.
For instance, if an A2 portrait is sent, the printer autorotates the A2 to fit it onto the A1
roll in landscape. But, if a A1 portrait is sent and the active roll is A0, the printer
switches to an A1 roll to save paper.
Printing tips
Minimize roll changes: Not recommended except for very specific situations, when
◦
the customer wants to consume a roll faster. Autorotate takes precedence over roll
switch, which reduces overall printing speed.
Use roll with less paper: Not recommended in this workflow. This setting ensures
◦
that the roll with least paper is used up before changing to another.
Paper mismatch policy:
●
Print anyway: In this case, for instance, if a A0 page is sent and no A0 roll is
◦
available, the printer uses an A1 roll and clips the image. Recommended for a
workgroup environment in which users share one printer.
Put job on hold: The printer saves the A0 page on hold in the queue and prints the
◦
next pages in the queue that can be printed. To reprint the A0 page, the customer needs
to access the queue from the front panel or the Embedded Web Server. This setting is
confusing in a workgroup enviornment because distributed customers may not know
how to access the queue, but it can be useful in a centralized print environment to avoid
clipping.
Pause printer to load paper: The printer stops printing completely. This could be
◦
useful for a centralized printing environment where project print order must be
maintained—for instance, when a project is a mix of A0, A1 and A2 in a given order.
ENWW
Printhead alignment
3
Printing tips
For a workgroup environment this would not be recommended. Can be useful in a
centralized print environemnt to will avoid clipping and preserve the printing order.
2. The same setup as example 1. This time, the customer does not want to waste paper, but he does
not want the printer to stop if the document size does not match the paper size.
Roll switching policy: Match exact size
●
Paper mismatch policy: Put job on hold
●
3. Three rolls loaded, two with plain and one with glossy paper: this is typical when printing line
drawings of standard sizes and where some high-density printing is requested. Roll 1 with A0
plain, Roll 2 with A1 plain and Roll 3 with glossy. Driver settings: paper type to Any and roll to
Any. To print on glossy paper, set paper type to Glossy paper or roll to Roll 3.
Roll switching policy: Minimize paper waste
●
Paper mismatch policy: Print anyway for workgroups and Put job on hold or Pause
●
printer to load paper for centralized printing
Protect roll 3, to avoid printing with glossy paper unless the roll or paper type has been
●
explicitly selected.
4. The same setup as example 3. This time, the customer does not want to waste paper, but he does
not want the printer to stop if the document size does not match the paper size.
Roll switching policy: Match exact size
●
Paper mismatch policy: Put job on hold
●
5. The same setup as example 3. This time, the customer is not concerned about wasting paper, and
he does not want the printer to stop.
Roll switching policy: Minimize paper waste
●
Paper mismatch policy: Print anyway
●
6. Working with HP IP Pro. This is a solution specifically designed for centralized environments
managed by an operator. With HP IP, the jobs to be printed are selected one by one, previewed
and assigned to a specific roll to print. So no automatic roll selection is used in this case. When a
roll is out of paper, the queue stops, waiting for the operator to load paper, to ensure correct
page order.
Roll switching policy Paper mismatch policy Result
Match exact size Print anyway Prints always. If the loaded paper is narrower than the
document to be printed, the document is clipped.
Put job on hold Puts the job on hold if the document width does not match any
of the loaded rolls.
Pause printer to load paper Stops printing if the document width does not match any of
the loaded rolls.
Minimize paper waste Print anyway Prints always. If the loaded paper is narrower than the
document to be printed, the document is clipped.
Put job on hold Puts the job on hold if the document is wider than any of the
loaded rolls.
Pause printer to load paper Stops printing if the document is wider than any of the loaded
rolls.
4 Chapter 1 Printing tips and tricks ENWW
2 Troubleshooting
Printer education and training on page 7
●
Firmware update on page 7
●
Print-quality troubleshooting on page 8
●
Troubleshooting system error codes on page 8
●
Performing a service test on a failed assembly on page 8
●
Performing the necessary service calibrations on page 8
●
The printer does not power on on page 9
●
The printer hangs during printing and displays ‘processing’ on page 9
●
The printer continuously rejects printheads on page 10
●
A new maintenance cartridge is incorrectly detected as ‘used’ on page 10
●
Cover sensors are not working on page 10
●
The Line Sensor has problems detecting paper on page 10
●
How to remove the Left Hub when the actuator is broken on page 10
●
Troubleshooting paper jams and printhead crashes on page 11
●
Troubleshooting shutdowns on page 12
●
Vacuum suction much lower at high altitudes on page 13
●
Banding at variable extreme environmental conditions on page 13
●
Printhead crashes/smears on high-density prints using coated paper on page 14
●
Troubleshooting
Banding due to ink cartridge replacement while printing on page 14
●
34" Rice Paper not supported on page 14
●
Worm marks on HP Coated Paper with light area fills on page 15
●
Solving paper-handling problems on page 15
●
Difficult to load paper: “Too much skew” on page 15
●
How to read the power switch LEDs on page 15
●
How to read the Formatter LEDs on page 16
●
ENWW 5
Troubleshooting
If the front panel turns on and then stops on page 19
●
How to interpret the Service Information Pages on page 19
●
When the main window is open and the printer is printing (safety compliance) on page 27
●
How to troubleshoot the 79:04 system error on page 28
●
6 Chapter 2 Troubleshooting ENWW
Printer education and training
Before any attempt is made to troubleshoot the printer, you must have the relevant training on the HP
Designjet T7100 printer series. If you are not trained on this printer, please contact HP Education or HP
Training to enquire about becoming ‘HP Service Qualified’ for this printer.
Firmware update
The first step to take when trying to clear an error with the printer is to check that the firmware installed
in the printer is the latest available. Firmware updates often include fixes for common problems, and
simply updating the firmware can often resolve the problem. New firmware can be downloaded here:
http://www.hp.com/go/designjet/downloads
USB firmware update
If it is not possible to perform a firmware update using the Embedded Web Server (for instance, if the
printer has a System Error and the Embedded Web Server is inaccessible), it is still possible to do it
using a USB flash drive.
1. Turn off the printer.
2. Ensure that your USB flash drive contains a valid FMW firmware file and no other files.
Troubleshooting
3. Connect the USB flash drive to the USB host port on the Formatter.
4. Turn on the printer and follow the instructions on the front panel.
Forced firmware update
When the printer is started for the first time, it may automatically request a firmware update in order to
fix some known issues. You can respond in one of the following ways.
Use the USB flash drive provided in the box with the printer.
●
When a firmware update is requested, you should find a USB flash drive in the box, containing
the new FMW firmware file. Follow the instructions in the flier accompanying the USB flash drive.
NOTE: The USB flash drive is provided only to update the printer's firmware. No other uses of
the USB flash drive are supported.
NOTE: If the USB flash drive is not in the printer box, or fails to work properly, then download
the firmware instead.
Download the FWM firmware file from the HP Web site.
●
Store the file in a standard USB flash drive with no other files. Connect the flash drive to the
formatter's USB host port to perform the firmware update, following the instructions on the front
panel.
ENWW
Skip the firmware update.
●
If you cannot find the USB flash drive and you have no Internet connection, you can skip the
forced firmware update temporarily by pressing the OK key on the front panel three times, and the
printer will continue with the initialization sequence. Make sure that the firmware update is
performed later. The printer will request the firmware update every time that it starts, until the
update is performed.
Printer education and training
7
Print-quality troubleshooting
Whenever a print-quality problem appears, it is advisable to print the Diagnostic Print to help diagnose
the problem. The Diagnostic Print will help you differentiate between possible printhead errors and
other problems such as incorrect front-panel selection, driver or RIP configuration or mechanical
problems. For more information on solving print-quality problems, see
Troubleshooting system error codes
Print quality on page 145.
Troubleshooting
System error codes on page 41 contains a list of system error codes and their respective descriptions
and recommended corrective actions. Try only one recommended action at a time and check whether
the error code has disappeared.
If you have an error code which is not documented in this Service Manual or you have an error which
you cannot resolve, then report the error to the HP Response Center or the nearest HP Support Office.
When reporting the error, have the following information ready:
Model and serial number of the printer.
●
Which firmware revision the printer is using (see Note below). Check firmware in Utilities /
●
Statistics / Code rev.
The complete error number.
●
NOTE: When reporting the system error code, make sure that you supply the full error code and
the firmware version. Without this information, HP support personnel cannot help you.
The service configuration print.
●
The current configuration sheet.
●
Which software application the customer is using (name, version, and so on).
●
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 Service tests and utilities on page 89.
Performing the necessary service calibrations
Is the printer calibrated correctly after replacing a component? For information on the Service
Calibrations and how to use them see
NOTE: Remember that certain Calibrations are required even if an Assembly has been disassembled
to gain access to another Assembly or Component.
Service calibrations on page 122.
8 Chapter 2 Troubleshooting ENWW
The printer does not power on
To resolve printer power up problems, do the following.
1. Check that the power cord is connected correctly to the printer and to the power socket.
2. Check that the power switch at the rear of the printer is in the on position.
3. Check that the front-panel cable is correctly connected to the Electronics Module. Also make sure
that the front-panel cable is not damaged.
4. Check to see if any of the LEDs on the power switch are on. If any of the LEDs are on, then see
How to read the power switch LEDs on page 15 for more information.
The printer hangs during printing and displays ‘processing’
It has been seen under certain circumstances that the printer hangs whilst printing, this may happen
immediately after printing, or only a partial print. In some cases when this occurs if the machine is
restarted a system error 79:04 is displayed, although restarting again appears to clear this error. After
this point, although the printer displays that it is in the “Ready” state, attempting to print anymore plots
will once again hang the printer, including internal demo plots.
79:04
Cause Solution
The reason for this error is that a large spooled file (11 GB for
example) has been sent to the printer and has been placed in
the disk partition which is related to the print queue. The file
completely fills up all the disk space, because of this it will
never successfully print, and so the file remains in the disk
partition. Even after restarting the printer the file remains,
subsequent print requests also fail as there is not sufficient
space available in the partition to process anything else.
Perform the following few steps to clear the error.
1. Check that the firmware is the latest available
2. Turn Off and ON the printer.
3. Set Queue to OFF.
4. Set ‘When Start Printing’ to ‘Immediately’.
Please guide the customer through the front panel of the
printer to set up the “Queue” to “OFF” and “When Start
Printing” to “Immediately”.
Wipe disk solution
If the above procedure does not clear the error, use the wipe
the hard disk procedure (Unsecure mode)
DoD 5330.22’M on page 116. This will delete all previous
jobs, ICC profiles and paper presets that were present on the
hard disk. This procedure has an advantage for the customer
in that it solves the issue without the need to wait for an onsite
engineer to come to their premises and remove and replace
the HDD (which would also have the same affect of deleting
all the previous jobs, ICC profiles and paper presets). The
whole procedure should not take more than 30-35 minutes.
See Disk Wipe
Troubleshooting
ENWW
Important step is that you need to select the Unsecure mode.
The printer does not power on
9
Troubleshooting
The printer continuously rejects printheads
To resolve printhead rejection problems, do the following.
1. Clean the flex contacts on the Printhead and in the Carriage Assembly using the Carriage
Interconnect Wiper (see
2. If all the Printheads are rejected (for each Printhead, the status message on the Front Panel does
not show 'OK') then perform the Carriage Assembly Test
on page 95..
Carriage Interconnect Wiper on page 87) and try again.
Carriage Assembly test
A new maintenance cartridge is incorrectly detected as ‘used’
This can occur if the printer has detected the previous Maintenance Cartridge was nearly full, and
when a new Maintenance Cartridge is installed the Front Panel displays an error that the cartridge is
‘used’. To resolve the problem, manually reset the counter of the Maintenance Cartridge
Counters on page 112.
Reset Life
Cover sensors are not working
To resolve cover sensor problems, do the following.
1. Check that the cable for the faulty sensor is not damaged and is connected correctly.
2. Replace the faulty sensor.
The Line Sensor has problems detecting paper
To resolve Line Sensor paper detection problems, do the following.
1. Check the type of paper that is being used: the Line sensor may have problems detecting
transparent paper or some types of Non-HP paper. Try loading white HP paper into the printer
and check whether the Line Sensor detects it.
2. Excessive ink deposits on the Platen surface can fool the sensor by reflecting the light. Clean the
Center Platen.
3. Clean the Encoder Strip
4. The Line Sensor is not calibrated correctly. Perform the Line Sensor Calibration
calibration on page 129.
5. The Line Sensor is damaged or faulty. Replace the Line Sensor
on page 297.
See Clean the Encoder Strip on page 464.
See Line Sensor
See Line Sensor Assembly
How to remove the Left Hub when the actuator is broken
You need a standard 90º Torx/Allen key(Torx T10 or Allen 2.5).
10 Chapter 2 Troubleshooting ENWW
1. Insert the key about 20 mm between the sheet-metal and plastic parts.
2. Pull the key to the left to release the brake.
Troubleshooting paper jams and printhead crashes
NOTE: If you were using HP Coated Paper when the problem occurred, see also Printhead crashes/
smears on high-density prints using coated paper on page 14.
Paper jams and printhead crashes are grouped together because in many cases a paper jam causes
the paper to lift up into the Carriage path and cause a printhead crash, which means that many paper
jams are reported as printhead crashes.
Troubleshooting
ENWW
Question Answer
Did the paper jam occur when loading paper? If paper jams have occurred previously, some pieces of paper
may still be stuck in the paper path. Clear the paper path.
NOTE: Customers often store used rolls without protecting
them from office environmental conditions; when exposed to
high humidity, the paper edges tend to curl. This curling can
cause paper jams when paper is loaded by feeding paper in
without lifting the Media Lever. In these conditions, to avoid
paper jams, the recommendation is to load paper by lifting
the Media Lever and aligning the paper manually, following
the instructions on the front panel.
Is the customer using non-HP paper? The use of non-HP paper can easily be the cause of paper
jams and printhead crashes—especially printhead crashes,
because HP paper is specially formulated to avoid cockle, one
of the primary causes of head crashes. If the paper is not HPapproved, advise the customer to use HP paper and check to
see if the problem is now solved.
Troubleshooting paper jams and printhead crashes
11
TIP: When clearing a paper jam, sometimes paper is stuck in the paper path. To clear this, you must
lift the Media Lever and insert thicker paper into the paper path to push out the paper that is still stuck
there.
Troubleshooting shutdowns
If a shutdown occurs, you will get the message “Switch Power Off” followed by one of these messages:
Check Maintenance Cartridge Path
●
Troubleshooting
Check Paper Path
●
Check Printhead Path
●
NOTE: A shutdown in each path will require different steps to resolve the problem as explained
below. In each case, make sure that you power off the printer before trying to resolve the problem.
Also check that the Rewinder Motor moves easily (without friction) with the printer turned off.
Maintenance cartridge path
Open the right door of the printer and check for any visible obstacles restricting the movement of the
Service Station. Manually move the Service Station, checking for smooth and free movement.
Paper path
To resolve paper path problems, do the following.
1. Open the Window and check for any visible obstacles restricting the movement of the Drive Roller.
Make sure that the mylar is not damaged. If there is a wrinkled mass of paper inside the paper
path, lift the Pinch wheels (using the Paper Load Handles) and clear the obstruction.
2. If this shutdown happens at the end of a Roll of Paper, it could be because the paper is stuck
firmly to the Roll. Lift the Pinch wheels (using the Paper Load Handles) and pull the paper clear.
3. Replace the spindle if broken.
4. Perform the Paper Drive Test to obtain further information on the problem
on page 92.
Paper Drive test
Printhead path
When a shutdown occurs in the Printhead path, you will get the message “Switch Power Off / Check
Printhead Path (*). The (*) will be a number, which will give an indication on where the failure
occurred.
12 Chapter 2 Troubleshooting ENWW
PWM shutdown
To resolve a PWM shutdown, do the following.
1. Clean Slider Rods and Apply Oil along the complete axis of the Slider Rods. After applying the
Oil, perform the Scan-Axis Test
within the given limits.
See Scan Axis test on page 92 and check that the values are
2. Clean the Encoder Strip
3. Perform the Scan-Axis Test to obtain further information on the problem
on page 92.
Velocity shutdown
To resolve a velocity shutdown, do the following.
1. Open the Window and check for any visible obstacles restricting the movement of the Carriage
Assembly. Try and move the Carriage Assembly manually, checking for smooth and free
movement.
2. Check that the Encoder Strip is clean. If necessary, clean Encoder Strip using a damp cloth.
Energy shutdown
To resolve an energy shutdown, do the following.
1. Clean Slider Rods and Apply Oil along the complete axis of the Slide Rods. After applying the
Oil, perform the Scan-Axis Test
within the given limits.
2. Clean the Encoder Strip
See Clean the Encoder Strip on page 464.
Scan Axis test
Troubleshooting
See Scan Axis test on page 92 and check that the values are
See Clean the Encoder Strip on page 464.
3. Perform the Scan-Axis Test to obtain further information on the problem
on page 92.
Scan Axis test
Vacuum suction much lower at high altitudes
At altitudes above 3,000 meters, the vacuum force holding down the paper will be lower, therefore the
paper will not be held in place properly causing:
Ink Smearing on the Paper.
●
Printhead crashes against the Paper.
●
Roll Paper loading problems (low probability).
●
Banding at variable extreme environmental conditions
NOTE: This problem is only applicable if the OMAS is disabled.
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
ENWW
Vacuum suction much lower at high altitudes
13
correspond to the same conditions that the calibration was done in. To solve the problem, perform the
Accuracy Calibration in the new environmental conditions (see Using your printer).
Printhead crashes/smears on high-density prints using coated paper
High density prints can cause cockle mainly on HP Coated Paper. This causes two main problems:
Troubleshooting
1. Cockling in the borders - Because the printer places too much ink on the Coated Paper, the
borders of the print become raised, causing the Printhead to crash against the paper. To solve the
problem, try the following.
Change the paper margins to 15mm, either in the Front Panel or in the Driver. If the customer
●
is printing PostScript images, send them a PPD file containing the extended margins of
15mm.
2. Cockling within the print - If the printer places too much ink within the print, the paper starts to
ripple, causing the Printhead to smear against the paper. To solve the problem, try the following.
Check in the Front Panel if Ink Limiting is ON or OFF. If Ink Limiting is OFF, turn it ON.
●
Never use HP Coated Paper for High Density prints. As a substitute use HP Heavy Coated
●
Paper.
Banding due to ink cartridge replacement while printing
A user has removed the Ink Cartridge while the printer was printing, which has caused the printer to
stop. If the user does not replace the Ink Cartridge immediately, when the printer starts to print again, a
band will appear in the position where the printing restarted. This is because the wet ink interacts with
the dried ink on the paper causing the band to appear. To solve the problem, try the following.
Do NOT remove the Ink Cartridge while the printer is Printing. Only replace/remove Ink
●
Cartridges in between Prints.
If the Ink Cartridge was replaced due to the “Empty” status on the Front Panel, then advise the
●
customer to replace the Ink Cartridge when the “Very Low” status is showing on the Front Panel.
Reprint the file (without remove the Ink Cartridge).
●
34" Rice Paper not supported
Roll width is 34" (non-standard), and the pinch wheels can't control the edge of the paper, causing ink
smears and printhead crashes.
14 Chapter 2 Troubleshooting ENWW
Worm marks on HP Coated Paper with light area fills
Light bands (S-shaped) in the direction of the media axis when light area fills are printed, causing an
unacceptable print-quality defect.
Print the Service Configuration Print and check whether the ambient humidity is very low (below
●
30%). Increasing humidity may help to reduce the severity of the problem.
NOTE: The paper is causing the problem and not the printer. Do not attempt to replace printer parts
to solve this problem.
Solving paper-handling problems
The front panel keeps indicating that paper Is misaligned or incorrectly positioned.
The roll may be loaded the wrong way. The paper should load over the roll toward you.
●
Check that the paper is correctly loaded onto the spindle.
●
The paper may be loaded at an angle. The right-hand edge must be aligned with the blue line on
●
the Print Platen.
Troubleshooting
NOTE: Ensure that the paper is wrapped tightly on the roll. This is a very important step to
remember because if this is not done, the paper may be loaded at an angle, causing the paper to
be rejected.
The Line Sensor may be malfunctioning. See
●
on page 10.
The Line Sensor has problems detecting paper
Difficult to load paper: “Too much skew”
If you encounter a high failure rate when loading paper and the front panel reports “Too much skew” it
is likely that:
The encoder strip must be cleaned (this can be carried out by the customer using the User
●
Maintenance Kit).
The Line Sensor must be cleaned.
●
The Blue Line calibration must be performed. See
●
Platen blue line calibration on page 138.
How to read the power switch LEDs
In certain circumstances, the LEDs located on top of the power switch (located at the rear of the printer)
indicate the status of power supply to the printer.
ENWW
Worm marks on HP Coated Paper with light area fills
15
Troubleshooting
1. When only the Amber LED is On:
The printer has been switched Off from the Front Panel (after having pressed the On/Off
●
button).
The Power Supply Unit only delivers a 5 V “Standby”; power that is needed to restart the
●
printer after the Front Panel On/Off button is pressed (the Formatter will start the printer).
2. When the Blue LED is On: Deliver standard “ATX” power for the Electronics Module PCAs
(+12V, +5V, -5V, -12V and so on). All the functions of the Electronics Module are fully operational
(Embedded Web Server and so on).
3. When the Green LED is On: Deliver “analog” 24V and 36V to enable printing.
If you turn on the printer at the front panel, and the Blue LED does not come on, there is a problem.
Turn off the printer using the switch at the rear, then turn it on again using the same switch. If the Blue
LED still does not come on, replace the Power Supply Unit.
If the Blue LED comes on this time, you will probably see an error reported on the front panel as the
printer starts up. If no error is reported, but you continue to have problems when turning on the printer
from the front panel, see
How to read the Formatter LEDs on page 16.
How to read the Formatter LEDs
The LEDs located on the Formatter can help to troubleshoot the printer. The LEDs can either be on or off;
different combinations can indicate different problems.
The following image shows the three Formatter LEDs, which are numbered from the top down: number I
at the top, number II in the middle, number III at the bottom.
16 Chapter 2 Troubleshooting ENWW
Use the following table to interpret the LEDs and find the source of the problem. Remember that you
should read these LEDs when you push the Power button.
Some combinations may require you to replace two or more components. In this case, always replace
one component at a time. Test the printer to see if the problem has disappeared (check the LEDs again).
If the same LED sequence continues, replace the next component indicated in the table.
Troubleshooting
Power
amber
LED
Off Off Off Off Off Off Off The printer is not receiving electrical
On Off Off Off Off Off Off The Power key fails to turn on the
Power
blue
LED
Power
green
LED
Formatter
I LED
Formatter
II LED
Formatter
III LED
Front
panel
status
Problem and recommendations
power.
1. Ensure that the printer is connected
to the power outlet.
2. Ensure that the outlet delivers the
expected power.
3. Replace the Power Supply Unit.
printer.
1. Turn the printer off using the switch
at the rear, and disconnect the
power cord. Reconnect the power
cord and turn on the printer using
the switch at the rear.
2. If the problem persists, replace the
Front Panel.
ENWW
How to read the Formatter LEDs
17
Power
amber
LED
Off On Off Off Off Off Off There is a power failure in the
Power
blue
LED
Power
green
LED
Formatter
I LED
Formatter
II LED
Formatter
III LED
Front
panel
status
Problem and recommendations
Formatter.
1. Reseat the power connector in the
Formatter.
2. Replace the Main PCA.
Troubleshooting
3. If the problem persists, replace the
Formatter.
4. If the problem persists, replace the
Power Supply Unit.
Off On Off On Off Off Off The Formatter BIOS is unable to start.
If an external Memory Module is
installed:
1. Reseat the Memory Module.
2. Remove the Memory Module and
restart the printer.
3. If the printer is able to start
normally, replace the Memory
Module. If not, replace the
Formatter.
If an external Memory Module is not
installed, replace the Formatter.
Off On Off Flashing Off Off Off The Formatter BIOS cannot detect the
Hard Disk Drive.
1. Reseat the Hard Disk Drive
connectors.
2. Replace the Hard Disk Drive.
Off On Off On Flashing Off Off The operating system has experienced a
fatal error. Replace the Hard Disk Drive.
Off On Off On On Off Off There is a communication failure with
the Main PCA.
1. Reseat the Main PCA.
2. Replace the Main PCA.
Off On Off On On Flashing Off There is an initialization failure in the
Formatter. Replace the Formatter.
Off On Off On On On Off There is an initialization failure in the
Front Panel.
1. Reseat the Front Panel cable.
2. Replace the Front Panel.
18 Chapter 2 Troubleshooting ENWW
If the front panel turns on and then stops
If the power-up process stops while the front panel is displaying a number, respond as follows.
1. If the printer's Power-Up process stops when the front panel is displaying the number 17, this
indicates that there is a problem with the file system on the printer's Hard Disk Drive, so the printer
is checking the whole file system and making any necessary corrections. This problem can arise
when there has been a power cut while the printer was switched On, or if there is a physical
problem with the Hard Disk Drive.
Checking the whole file system normally takes about half an hour (but could take much longer).
There is nothing that can be done to speed up the file checking process. If you turn Off the printer
during the checking process, the file system check will restart whenever you turn it On again
If you experience this problem repeatedly when there has been no power cut, then this could
mean that the Hard Disk Drive is faulty. In this case, replace the Hard Disk Drive
Drive (HDD) on page 374.
See Hard Disk
2. If the printer's start-up process stops when the front panel is displaying any other number between
1 and 30, then try the following.
Turn the power off at the rear of the printer and disconnect the power cord. Reconnect the
●
power cord and turn on the printer.
If the printer continues to stop during the power-up process, replace the Hard Disk Drive
●
See Hard Disk Drive (HDD) on page 374.
How to interpret the Service Information Pages
The Service Information Pages contain the following information:
Current Configuration
●
Current Information
●
Usage Information
●
Event Logs
●
Calibration Status
●
Connectivity Configuration
●
Troubleshooting
ENWW
All Pages
●
It is possible to print the Service Information Pages either through the Front Panel or through the
Embedded Web Server:
●
Front Panel:
icon > Service information prints.
If the front panel turns on and then stops
19
Troubleshooting
Embedded Web Server: Support tab > Service support > Printer information.
●
Even if the printer cannot print, the Information Pages are still accessible through the Embedded Web
Server.
Main characteristics
Only available in English (except the current information page).
●
From the Front Panel, you can choose to print all pages or just select the specific pages that are
●
needed. If all pages are printed:
Nesting is turned on automatically (and turned off once all the pages have been printed).
◦
Nesting cannot be mixed with other jobs in the queue.
◦
Each page can be printed from the Web browser when using the Embedded Web Server.
●
Each page can be sent by e-mail from the Web Browser when using the Embedded Web Server
●
(File ⇒ Send ⇒ Page by E-mail).
You can see the same information through the Front Panel or the Embedded Web Server.
●
Current configuration
This page contains full details of the current configuration of the printer.
20 Chapter 2 Troubleshooting ENWW
Loading...