HP Designjet Z2100, Designjet Z3100, Designjet Z3200 service manual
HP Designjet
Z2100/Z3100/Z3100ps/Z3200/
Z3200ps
GP Photo Printer Series
Version 10.0
September 21, 2008
For HP Internal Use Only
©Copyright Hewlett-Packard
Company 2008
This document contains
proprietary information that is
protected by copyright. All
rights are reserved. The
information contained herein is
subject to change without
notice.No part of this document
may be photocopied,
reproduced, or translated to
another language without the
prior written consent of HewlettPackard Company.
Version 10.0, September 21,
2008
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.
WARNI NG
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 4of 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.
Content Management Department,
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.
Table of Contents 1
1 Troubleshooting
2 System Error Codes
3 Service Tests and Utilities
4 Service Calibrations
5 Parts and Diagrams
6 Removal and Installation
7 Preventive Maintenance
For information about Using this Manual, please refer to the next page.
Designjet Z Series — Service Manual -1
Table of Contents
Using this Manual
Purpose
This Service Manual contains information necessary to test, calibrate and
service:
HP designjet Z2100 Photo Printer 24 inch (Model Q6675A)
HP designjet Z2100 Photo Printer 44 inch (Model Q6677A)
HP designjet Z2100 Photo Printer Revision C 24 inch (Model Q6675C)
HP designjet Z2100 Photo Printer Revision C 44 inch (Model Q6677C)
HP designjet Z3100 Photo Printer 24 inch (Model Q5669A)
HP designjet Z3100 Photo Printer 44 inch (Model Q6659A)
HP designjet Z3100ps Photo Printer 24 inch (Model Q5670A)
HP designjet Z3100ps Photo Printer 44 inch (Model Q6660A)
HP designjet Z3200 Photo Printer 24 inch (Model Q6718A)
HP designjet Z3200 Photo Printer 44 inch (Model Q6719A)
HP designjet Z3200ps Photo Printer 24 inch (Model Q6720A)
HP designjet Z3200ps Photo Printer 44 inch (Model Q6721A)
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 located
in Chapter 5,
Parts and Diagrams.
Conventions
A small arrow ⇒ indicates a link to other parts of the Service Manual where
you can find information related to the topic you are consulting.
-2 Designjet Z Series — Service Manual
Troubleshooting 1
Using the Front Panel 1-4
Introduction 1-5
Using the Front Panel 1-4
Troubleshooting System Error Codes 1-5
Performing a Service Test on a failed Assembly 1-5
Performing the Necessary Service Calibrations 1-6
The Printer does not Power ON 1-6
The Printer does not Power ON 1-6
The Printer Continuously Rejects Printheads 1-6
Cover Sensors are not Working 1-6
The Line Sensor has Problems Detecting Media 1-6
Banding at variable extreme environmental conditions 1-8
Worm marks on HP Coated media with light area fills 1-8
Solving Media-Handling Problems 1-8
Software Troubleshooting 1-10
General advice: 1-10
Problems with Image Clipping 1-10
Output Only Contains a Partial Print 1-11
Some objects are missing from the printed image 1-12
If the spool file size is bigger than 1GB, part of the image will be clipped
1-12
Adobe Photoshop 1-13
Adobe Acrobat 1-16
Microsoft Powerpoint 1-17
Adobe Photoshop CS for Mac 1-18
Adobe Illustrator/InDesign for Mac 1-19
Print Quality Troubleshooting 1-20
Print Quality Troubleshooting Actions 1-20
The Service Image Quality Diagnostic Print 1-21
What is the Service Image Quality Diagnostic Print? 1-21
Considerations for Printing the Diagnostic Print 1-22
Printing the Diagnostic Print 1-22
Reading the Diagnostic Print Results 1-24
Diagnostic Part 1: Printhead Reliability 1-24
Diagnostic Part 2: Printhead Alignment 1-25
Diagnostic Part 3: Printheads & Paper Advance 1-26
No Printing Defects Found in the Diagnostic Print 1-28
The Advanced Diagnostic Prints 1-29
What are the Advanced Diagnostic Prints? 1-29
Printing the Advanced Diagnostics Print 1-29
Reading the Advanced Diagnostic Print Results 1-31
Paper Advance 1-31
Visual Alignment Diagnostic 1-34
Nozzle Health 1-36
Force Drop Detection 1-37
1
Designjet Z Series — Service Manual 1-1
Troubleshooting Print Quality Problems 1-38
Print Quality General Advice 1-38
Horizontal Lines Across the Image (Banding) 1-38
Lines are Missing, Too Thin, or Too Thick 1-39
Problems with Stepped Lines 1-40
Lines are Printed Double or in Wrong Colors 1-41
Lines are discontinuous 1-41
Lines are Blurred (Ink Bleeds from Lines) 1-42
Problems with Graininess 1-42
Paper is not Flat 1-43
Print Scuffing or Scratching when Touched 1-45
Marks on the Media 1-45
Problems with the Edges of objects 1-51
Bronzing 1-51
Black and white prints do not look neutral 1-52
Horizontal lines at the end of a cut sheet print 1-52
Vertical lines of different colors 1-52
White spots on the print 1-53
Problems with Color Accuracy 1-53
Ink Supplies Troubleshooting 1-55
Introduction to Ink Supplies 1-55
What are Ink Supplies? 1-55
Ink Cartridges 1-55
Available Ink Cartridges 1-57
Printheads 1-57
Available Printheads 1-58
General Information About the Ink Supplies 1-58
General Precautions When Handling Ink Supplies 1-59
When Should You Replace the Ink Supplies? 1-59
Ink Cartridge Levels, Information, and Replacement 1-59
Ink Cartridge Levels 1-59
“View Ink Levels” Direct Access Key 1-59
“View Ink Levels” from the ink menu 1-60
Obtaining Ink Cartridge Information 1-60
Changing an Ink Cartridge 1-61
Printhead Information, Replacement and Alignment 1-63
Obtaining Printhead Information 1-63
Changing a Printhead 1-64
Aligning Printheads 1-66
Reinsert Printheads Procedure 1-66
Image Quality Maintenance Procedure 1-66
Scanning errors during alignment 1-67
Ink Cartridge and Printhead Status Messages 1-68
Ink Cartridge Status Messages 1-68
Printhead status messages 1-68
Printhead Error Codes 1-69
Solving Ink Supplies Problems 1-70
You Cannot Insert the Ink Cartridge Into the Printer 1-70
You Cannot Insert the Printhead Into the Printer 1-71
The front panel says to reset or replace a printhead 1-71
Maintaining and Cleaning the Printheads 1-72
Clean the printheads 1-72
Designjet Z Series — Service Manual 1-2
Flex Contacts Cleaning Tool 1-72
Designjet Z Series — Service Manual 1-3
Troubleshooting
Using the Front Panel
Below is a diagram of the front panel.
View Loaded Paper
Unload Paper
Key Function
Arrow Keys
Use the Arrow keys to scroll through a menu or toggle between YES or
NO
Cancel
Use the Cancel key to abort or stop a procedure or reject test results.
OK
Use the OK key to select a menu option.
Power
Use the Power key to turn the printer ON and OFF.
Menu
Use the Menu key to enter the main menu.
Back
Use the Back key to go back to the previous menu or reject test results.
View Ink Levels
Form Feed and Cut
when prompted.
Up and Down
Cancel
OK
Power
Menu
Back
Service Key Combinations
Diagnostic mode
With the printer OFF, press and hold the UP and OK keys. While holding
the Up and
printer. Hold all three keys until the Power key stops flashing, usually
about 20 seconds.
OK keys down, press and hold the Power key to turn on the
Service Menu (Service Engineers Only)
From the main menu, press and hold the Up and Cancel keys.
Service Menu (For users)
From the main menu, press and hold the Down and Cancel keys.
1-4 Designjet Z Series — Service Manual
General Troubleshooting
Introduction
This chapter will guide you through the relevant steps to take when
troubleshooting the printer.
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
recommended action at a time and check if the error code has
one
disappeared.
If you have an error code which is not documented in this Service Manual or
y
ou 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 (See Note below).
The Service Configuration Print.
The Current configuration sheet.
Which software application the customer is using (name, version, etc.).
General Troubleshooting
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.
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.
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 3,
Service Tests and Utilities.
Designjet Z Series — Service Manual 1-5
Troubleshooting
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 Ser
Calibration Guide to Removal and Installation, P
Service Calibrations
Remember that certain Calibrations are required even if an
Assembly has been disassembled to gain access to another
Assembly or Component.
.
age 6-8 and Chapter 4,
vice
The Printer does not Power ON
1 Check that the power cord is connected correctly to the Printer and to the
Power Socket.
heck that the Power Switch on the BACK of the Printer is in the ON
2 C
position.
3 Chec
4 C
5 R
k to see the LED on the Front Panel Power Switch are On.
heck that the Front-Panel Cable is correctly connected to the Electronics
Module. Also make sure that the Front-Panel cable is not damaged.
eplace the Power Supply Unit ⇒ Page 6-164.
The Printer Continuously Rejects Printheads
1 Clean the flex contacts on the Printhead and in the Carriage Assembly using
the Carriage Interconnect Wiper (Refer to Page 1-
2 If A
LL the Printheads are rejected (the status message on the Front Panel does
NOT show "OK" for ALL the Printheads) then perform the Electronic Module
⇒ Page 3-22.
Test
72) and try again.
Cover Sensors are not Working
1 Perform the Sensors Test ⇒ Page 3-33.
heck if the cable for the faulty sensor is not damaged and is connected
2 C
correctly.
eplace the faulty Sensor.
3 R
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.
ometimes the line sensor has problems detecting media when sheet media
2 S
is loaded without a skew check. If the media type allows, always use the
automatic skew check feature. If the media type does not allow automatic
skew check, manually check that the media is correctly positioned.
1-6 Designjet Z Series — Service Manual
General Troubleshooting
3 The Line Sensor is not calibrated correctly. Perform the Line Sensor
Calibration ⇒
he Line Sensor is damaged or faulty. Replace the Line Sensor ⇒ Page 6-
4 T
128.
Page 4-15.
Problems with Color Accuracy
1 The Color Sensor ESP (spectrophotometer) is a powerful tool unique to the Z
series printers to maintain color accuracy. If you notice any problems with
colors, perform the Color Sensor ESP (spectrophotometer) calibration. Refer
to Page 4-
18.
Troubleshooting Media Jams/Printhead Crashes
The failure modes "media jam" and "head crash" are grouped together
because in many cases a media jam causes the media to lift up into the
Carriage path and cause a Printhead crash, thus causing many media jam
failures to be reported as head crashes.
d the media jam occur when loading media?
1 Di
If the client has had media jams, it is common for pieces of media to get
stuck in the media path. Clear the media path.
When clearing a media jam, sometimes media is stuck in
the paper path. To clear this, you must lift the Media Lever
and insert thicker media into the paper path to push out the
media that is still stuck there.
2 Is the customer using non-HP media?
The use of non-HP media can easily be the cause of media jams and
head crashes (especially head crashes because HP media is specially
formulated to avoid cockle, one of the primary causes of head crashes). If
the media is not HP approved, advise the customer to use HP media and
check to see if the problem is now solved.
as media been loaded without skew check?
3 H
Loading media without skew check can cause printhead crashes both
during loading and while printing. Whenever automatic skew check is
available for a media type, it should be used. If automatic skew check is
not allowed for the media type, manually check that the media is
correctly positioned.
Standard/Normal Cut Sheets, depending on the degree of skew, cause
printhead crashes when the corners are not evenly controlled (they are
not pinched at the same time). This makes it more likely that the paper
will be bent or damaged. Frequently, the paper curls upward when the
paper expands due to ink absorption.
Commercial FA Arts Sheets have the same problem as the Standard/
Normal Cut Sheets described above. The difference is that the
Commercial FA Arts Sheets have a weak, irregular edge that often makes
the problem worse.
Hand-cut Rollsheets or Leftovers are not supported by the printers because
errors are frequently made by the operator that cause printhead crashes.
Designjet Z Series — Service Manual 1-7
General Troubleshooting
The printer has problems ejecting sheet media
The printer has problems ejecting sheet media, either continuing to eject the
paper long after it has been ejected or stopping the ejecting process before
the paper is completely ejected from the printer. To solve the problem, try the
following:
Load media using the skew check feature whenever it is possible. When
sheet media is loaded without the skew check feature, the printer
estimates the length of the paper to be 4 times the width. If this estimate is
either too short or too long, the printer will not properly eject the media.
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 Media Advance Roller does not correspond to
the conditions present when the calibration was performed. To solve the
problem, try the following:
Perform the Accuracy Calibration in the new environmental conditions
(Refer to the User’s Guide).
Roll media
Worm marks on HP Coated media with light area fills
Light bands (S-shaped) in Paper axis direction where light area fills are
printed, causing unacceptable Image Quality defect.
Print the Service Configuration Print and check if the level of Humidity is
very low (below 30%). Increasing humidity may help in reducing the
severity of the problem.
The media is causing the problem and NOT the Printer. Do
not attempt to try and replace Printer parts to solve this
problem.
Solving Media-Handling Problems
The Front Panel indicates that media 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.
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 media may be loaded at an angle, causing the
media to be rejected.
Make sure you choose the correct loading option on the Front Panel.
Designjet Z Series — Service Manual 1-8
General Troubleshooting
Sheet media Always load sheet media using the Rear Input Tray. Do NOT load the
media as you would load roll media, unless you are getting marks on the
media with thick cut sheet media.
It must be loaded with the right-hand edge against the blue line on the
Print Platen.
Load the sheet media without skew check.
The media may be crumpled or warped or may have irregular edges.
If hand-cut media is used, the edges may not form a right-angle or they
may be rough. If possible, hand-cut media should not be used. Only
purchased sheet media should be used in the Printer.
If you have problems with paper jams, check that the Overdrive is not
obstructed by bits of paper or using the Turn Drive Roller Service Utility
Page 3-61.
Make sure you choose the correct loading option on the Front Panel.
.
⇒
Designjet Z Series — Service Manual 1-9
Software Troubleshooting
General advice:
Check that you have the latest driver release. Driver releases are available at
www.hp.com/go/graphicarts
Installation
If the driver is available in a share drive, copy the installer or zip file locally
into the hard disk before executing it.
The drivers are published in different formats in the web
Installer for Windows (.exe file that can be executed to start the
installation)
Compressed package including all files that are needed to install the
driver through the Add a Printer Wizard in Windows (.exe file that can
be automatically extracted)
Image file for Mac (.dmg file)
Usually the Windows installer includes other components apart from the
driver, like the HP Standard TCP/IP Port. This is the recommended port type
when you need to install the printer on the network, so make sure that you
have installed the driver with the installer at least once to have this port type
available.
If you want to upgrade the driver in the future, although it is recommended
to continue using the installer, you can use the manual wizard if you are
concerned about file download size. When you install the driver from the
original CD/DVD, you are using the Installer so the necessary components
will be installed also.
Installation logs are located at:
C:\windows\hpdjxxxx.log (different for each printer name)
C:\windows\sounder.his
C:\windows\hpntwksetup.ini
They might be useful in case of escalating an installation error to the Lfp
Helpdesk
Software Troubleshooting
Problems with Image Clipping
This normally indicates a discrepancy between the actual printable area on
the loaded paper and the printable area as understood by the software. This
kind of problem can often be identified before printing by previewing the
print.
Check the actual printable area for the paper size that is loaded.
printable area = paper size – margins
Check what the software understands to be the printable area (which it
may call “printing area” or “imageable area”). For example, some
software applications assume standard printable areas that are larger
than those used in this Printer.
If a custom page size with very narrow margins has been defined, the
Designjet Z Series — Service Manual 1-10
Software Troubleshooting
printer may impose its own minimal margins, clipping the image slightly.
Consider using a larger paper size, or border less printing.
If the image contains its own margins, it may be possible to print it
successfully by using the Clip Contents by Margins option.
If a very long image needs to be printed on a roll, check that the software
is capable of printing an image of that size.
The page may have been rotated from portrait to landscape on a paper
size that is not wide enough.
If the paper was loaded without the skew check feature, the preview
function may not function correctly because the printer must estimate the
paper length. Whenever possible, load media using the skew check
feature.
If necessary, change the printable area in the software.
If necessary, reduce the size of the image or document in your software
application, so it fits between the margins
Another Possible Explanation
Some applications, such as Adobe Photoshop, Adobe Illustrator, and
CorelDRAW, use an internal 16–bit coordinate system which means that
they cannot handle an image of more than 32,768 pixels. If you try to print
an image larger than this from these applications, the bottom of the image
will be clipped. In this case, the only way to print the whole image is to
reduce the resolution so that the whole image requires fewer than 32,768
pixels. An image 32,768 pixels long would print at a length of 54.61 in or
1.39 m if you select Best or Quality in the driver, 109.23 in or 2.78 m if you
select Fast, Normal or Speed in the driver.
To print the whole image, try these suggestions:
When printing into a PS printer, Try using the PostScript printer driver to
print your job, if you have not already tried it
The Windows PCL3 driver dialog includes an option called Max.
application resolution, which enables you to print successfully in this
situation. For the Z3200 it is set to Auto. For older products, or if you
want to make sure that the resolution is lowered, you might need to
change the setting manually to 300. You can find the option in the
Advanced tab, under Document Options > Printer Features.
Save the file in another format, such as TIFF or EPS, and open it with
another application.
Use a RIP to print the file.
Output Only Contains a Partial Print
If the output that was expected only contains a partial image, then try the
following to resolve the problem:
1
Was the
If so, send the file again and make sure that the
2 The I/O Timeout setting may be too short. Increase the I/O timeout setting
(Setup Menu/I/O Setup/IO Timeout) and then send the file again.
Designjet Z Series — Service Manual 1-11
Cancel
key pressed before all the data was received by the Printer?
Cancel
key is not pressed.
Software Troubleshooting
3 There might be a communications problem between the Printer and
Computer. Check the USB or network cable between the computer and the
Printer to make sure it is not damaged and is connected correctly.
4 Make sure that the software settings are correct for the current page size
(e.g. long-axis prints).
5 If network software is being used, make sure it has not timed out.
Some objects are missing from the printed image
Large quantities of data may be necessary to print a high-quality largeformat print job, and in some specific workflow there may be issues that can
lead to some objects missing from the output.
Corrective Action
In the Advanced tab, select Document options, Printer features, and set
Send job as bitmap to Enabled (HP-GL/2 driver only).
In the Advanced tab, select Document options, Printer features, and set
16-bit App. Compatibility to Enabled.
Select a smaller page size and scale to the desired final page size in the
driver or in the front panel.
Save the file in another format, such as TIFF or EPS, and open it with
another application.
Use a RIP to print the file.
Reduce the resolution of bitmap images in your application software.
Select a lower print quality in order to reduce the resolution of the printed
image.
The above settings are mentioned for troubleshooting purposes and may
adversely affect the final output quality or the time necessary to generate the
print job. Therefore, they should be restored to their default values if they do
not help to solve the problem.
When working under Mac OS, the above settings are not available. Instead,
try reducing the resolution of bitmap images in the application software
being used.
If the spool file size is bigger than 1GB, part of the image will be clipped
Versions affected: Any application in Windows XP
Drivers affected: Drivers that use EMF spooling
Description:
Some drivers generate spool files in EMF format. The OS has a limitation in
the size of this EMF file. Currently the drivers that use EMF are:
Z2100/Z3100 PCL3GUI driver
Z2100/Z3100 HP-GL/2 driver if the preview or back to front printing
settings are used
Corrective Action
Reduce the resolution.
Designjet Z Series — Service Manual 1-12
Software Troubleshooting
Reduce resolution in driver by selecting a lower printmode (Best or normal
instead of Max Detail).
In the Advanced tab of the driver, select Max application resolution =
300 to reduce the driver resolution while keeping the rest of the
printmode characteristics (number of passes for example).
Disable the Print Processor module in the PCL3GUI driver, which is
responsible for generating EMF. You can do this by going to the
Advanced tab of the driver and disabling the Advanced Printing
Features. The trade-off is that you cannot use the following features in the
PCL3GUI driver: Preview, rotation, scaling, Office features, Back to front
printing.
In the HP-GL/2 driver, do not use preview or back to front printing to
avoid generating EMF files.
Use a RIP or a PS model
Limit for Windows 2000 spool file size is smaller (200MB).
Observation: Customer might report that when choosing preview, the job is
not printed but it is printed when he does not select the preview setting. The
cause of the problem might be related to the fact that the HP-GL/2 driver will
use EMF if you do a preview so this limitation applies in this case.
When the image needs to be rotated, parts of the image might be clipped or disappear
Versions affected: Any application in Windows
Drivers affected: Drivers that use EMF spooling, like the PCL3Gui driver for
the Z S
Description:
When the image is rotated, sometimes part of the image is clipped. We
ha
cases, instead of clipping the end of the image, the symptom is that some
objects inside the image disappear, we have seen the effect in Acrobat.
Corrective Action
If possible, rotate inside the application instead of in the driver
Reduce resolution in driver by selecting a lower printmode (Best or normal
Remember that if the image is wider than the paper loaded, the image will
be
instead of letting the driver rotate it automatically when it does not fit.
eries
ve seen this in several applications like Photoshop or Acrobat. In other
instead of Max Detail)
automatically rotated. If possible rotate the image inside the application
Driver version available in Fall’08 will improve the
performace when printing big files or rotating images.
Adobe Photoshop
It is not possible to open images that have more than 300,000
Designjet Z Series — Service Manual 1-13
Software Troubleshooting
pixels in any direction (width or length)
Versions affected: All
Drivers affected: All
Corrective Action
Not available
It is not possible to print images that have more than 30,000 pixels in any direction (Print menu gets grayed out)
Versions affected: CS and previous
Drivers affected: All
Corrective Action
Reduce image resolution in Photoshop (Image –> Image Size)
Use a RIP to print the file
Image will be clipped if it is longer than 32768 pixels
Versions affected: All except CS2
Drivers affected: PCL3GUI and HP-GL/2 drivers
Description:
If the page size to be printed is bigger than 32768 pixels in any direction
(215 pixels), the image will not be completely printed. The number of pixels
depends on the driver resolution:
At 1200dpi you can print 27.31” (69cm). This is equivalent to Max
Detail in the Z2100/Z3100 driver
At 600 dpi you can print 54.61” (1.39m). This is equivalent to Best in the
Z2100/Z3100 driver
At 300 dpi you can print 109.23” (2.78m). This is equivalent to Fast or
Normal in the Z2100/Z3100 driver
Corrective Action
Reduce resolution in driver by selecting a lower printmode (Best or normal
instead of Max Detail)
In the Advanced tab of the driver, select Max application resolution =
300 to reduce the driver resolution while keeping the rest of the
printmode characteristics (number of passes for example)
Convert the image to PDF and print from Acrobat, or use a RIP
Print from CS2. CS2 allows printing 231pixels, which results in lengths of
kilometers.
Reduce the image size so that it is inside the limits that can be printed
and then scale from the driver to the desired size
Use a RIP or a PS model
Carriage stops between swaths leaving some horizontal marks in the middle of the plot
Versions affected: All but seen more often in CS3
Drivers affected: PCL3GUI drivers
Description:
Designjet Z Series — Service Manual 1-14
Software Troubleshooting
When printing some long or high resolution images, even if being inside the
limits of the number of pixels that can be printed, sometimes the carriage
stops between different swaths. When the carriage stops, an horizontal line
in a different color might be seen due to the ink that has dried between the
different passes of the carriage over the same swath
Corrective Action
Reduce resolution in driver by selecting a lower printmode (Best or normal
instead of Max Detail)
In the Advanced tab of the driver, select Max application resolution =
300 to reduce the driver resolution while keeping the rest of the
printmode characteristics (number of passes for example)
Disable the Memory manager setting in the Advanced tab of the driver
Driver version available in Fall’08 will improve the
performace when printing big files or rotating images.
Image does not get correctly centered
http://www.adobe.com/go/kb402021
Versions affected: CS3
Drivers affected: All
Description:
Even after selecting the Center option in the Print Menu, the image is not
cent
ered
Corrective Action
Install the Photoshop 10.0.1 update or later
Portrait or landscape orientation is not taken into account
http://www.adobe.com/go/kb403012
Versions affected: CS3
Drivers affected: All
Description:
Print options such as landscape orientation, print preview, scale fit to media,
r
oll paper-panormama printing, user-defined paper sizes, and printing the
full image, don't work as expected when you print from Photoshop CS3. This
can occur when you choose a custom page size in Photoshop CS3.
Corrective Action
Get the latest CS3 patch
Select the page size settings inside the File –Print menu instead of the File
– Page Setup menu
Ultimately use CS or CS2 to print the image
Image is printed in letter size
Versions affected: CS3
Drivers affected: All
Description:
Designjet Z Series — Service Manual 1-15
Software Troubleshooting
When creating a custom page size, the image is printed in letter size. The
difference between this limitation and the pixels limitation is that in this case
you have a reduction of size both in length and in width. In the case of the
pixel limitation you only have the reduction in length, but the width is usually
printed correctly.
Corrective Action
Get the latest CS3 patch
Create custom page sizes with bigger lengths than widths and then select
the landscape option if needed.
Latest drivers do not allow creating page sizes with bigger
widths than lengths.
Select the page size settings inside the File –Print menu instead of the File
– Page Setup menu
In Windows Vista, open the print preferences dialog again after clicking
on the Print button of the Photoshop Print dialog, and select again the
custom page size. It will be kept in this way.
Ultimately use CS or CS2 to print the image
Adobe Acrobat
Image is printed in letter size
Versions affected: All
Drivers affected: All
Description:
When creating a custom page size, it might not be available to be selected
f
rom the application until you close Acrobat and open it again. The result is
that Acrobat will go back to the default selection for page size, which is
Letter. If the customer does not realize that the page size changed again
after closing the driver dialog, it will look like part of the image is clipped.
Corrective Action
Close Acrobat and open it again.
Clipped images when printing long files
Versions affected: All
Drivers affected: Drivers that use EMF spooling
Z2100/Z3100 PCL3GUI driver
Z2100/Z3100 HP-GL/2 driver if the following settings are selected:
preview, back to front printing
Description:
The image is not completely printed. We have seen this more often in files
that ar
e longer than 54” (printing at 600dpi) or 108” (printing at 300dpi).
There is a limitation in the way that Acrobat handles EMF files, sometimes
depending on the complexity of the EMF file, part of the image is lost. It
could be that the end of the image is not printed, or some objects might
disappear.
Designjet Z Series — Service Manual 1-16
Software Troubleshooting
Corrective Action
Update to latest Acrobat version. Old Acrobat releases had limitations in
the length of images that could be printed
Create custom page sizes with bigger lengths than widths and then select
the landscape option if needed.
Latest drivers do not allow creating page sizes with bigger
widths than lengths.
If you need to rotate the image, rotate it inside the applicatiion (with
Acrobat Professional). Please be aware that when you rotate in Acrobat
Reader you are just rotating the view but the file is not rotated.
Reduce resolution in driver by selecting a lower printmode (Best or normal
instead of Max Detail)
In the Advanced tab of the driver, select Max application resolution =
300 to reduce the driver resolution while keeping the rest of the
printmode characteristics (number of passes for example)
Disable the Print Processor module in the PCL3GUI driver, which is
responsible for generating EMF. You can do this by going to the
Advanced tab of the driver and disabling the Advanced Printing
Features. The trade-off is that you cannot use the following features in the
PCL3GUI driver: Preview, rotation, scaling, Office features, Back to front
printing.
In the HP-GL/2 driver, do not use preview or back to front printing to
avoid generating EMF files.
Use a RIP or a PS model
Microsoft Powerpoint
Part of the image is lost when printing big slides in landscape orientation
Versions affected: All
Drivers affected: Z2100/Z3100 PCL3GUI driver
Description:
When printing a slide in landscape format which will need to be rotated in
or
der to fit in the currentlly loaded roll, the result is that parts of the image
might disappear (objects, background), or the image might be clipped.
Corrective Action
Upgrade the unit to HP-GL/2 and use the HP-GL/2 driver
Save in a different format and print from another application
Print on rolls that are wider than the slides that need to be printed
Driver version available in Fall’08 will improve the
performace when printing big files or rotating images.
Designjet Z Series — Service Manual 1-17
Software Troubleshooting
Adobe Photoshop CS for Mac
It is not possible to open images that have more than 300.000 pixels in any direction (width or length)
Versions affected: All
Drivers affected: All
Corrective Action
Not available
It is not possible to print images that have more than 30.000 pixels in any direction (Print menu gets grayed out)
Versions affected: CS and previous
Drivers affected: All
Corrective Action
Reduce image resolution in Photoshop (Image –> Image Size)
Use a RIP to print the file
Image will be clipped if it is longer than 32768 pixels
Versions affected: All except CS2. Illustrator or Indesign have similar
limitations.
Drivers affected: PCL3GUI drivers
Description:
If the page size to be printed is bigger than 32768 pixels in any direction
(215 pixels), the image will not be completely printed. The number of pixels
depends on the driver resolution:
At 1200dpi you can print 27.31” (69cm). This is equivalent to Max
Detail in the Z2100/Z3100 driver
At 600 dpi you can print 54.61” (1.39m). This is equivalent to Best in the
Z2100/Z3100 driver
At 300 dpi you can print 109.23” (2.78m). This is equivalent to Fast or
Normal in the Z2100/Z3100 driver
Corrective Action
Reduce resolution in driver by selecting a lower printmode (Best or normal
instead of Max Detail)
Convert the image to PDF and print from Acrobat, or use a RIP
Print from CS2. CS2 allows printing 231pixels, which results in lengths of
kilometers.
Reduce the image size so that it is inside the limits that can be printed
and then scale from the driver to the desired size
It is not possible to print longer than 455inches
Versions affected: All
Drivers affected: PCL3GUI drivers
Description:
Designjet Z Series — Service Manual 1-18
Software Troubleshooting
Photoshop uses an internal resolution of 75dpi, so even if you have reduced
the resolution of the image to print longer files and overcome the 30.000
pixels limitation, you will not be able to print longer than 455inches.
Corrective Action
Use a RIP
Adobe Illustrator/InDesign for Mac
It is not possible to create long documents
Versions affected: All
Drivers affected: All
Description:
When creating a new document, its size is limited to 227.5416 inches for
Illustrator and 106inches for InDesign.
Corrective Action
Not Available
It is not possible to print longer than 109inches
Versions affected: All
Drivers affected: PCL3GUI drivers
Description:
Files longer than 109inches will be clipped. The reason is:
Illustrator does not take into account the raster resolution from the
application when printing on raster devices, and it always takes 300dpi,
which is the driver resolution, to create the spool file. Therefore it limits the
maximum printable document size to 109inches (32.700pixels/300dpi)
InDesign has different settings to handle resolution (full resolution,
optimized resolution or screen resolution). For all cases, the spool file
includes 300dpi data so the maximum length is also 109inches
Corrective Action
Use a different application
Use a RIP or a PS printer
Designjet Z Series — Service Manual 1-19
Print Quality Troubleshooting
Print Quality Troubleshooting Actions
For some Print Quality problems, a Call Agent can try and
troubleshoot the Printer by requesting the Customer to
perform certain actions. Using this process, most problems
can resolved without the need of an on-site visit.
When faced with a Print Quality problem, perform the following actions in
order to resolve the problem:
rinter Configuration:
1 P
Check that the paper type loaded corresponds to the paper type selected
in the front panel and in the software. You can verify the paper type
selected through the Front Panel (Main Menu/Paper menu/View loaded
paper).
If you load a sheet without using the skew check feature,
the printer automatically estimates the paper length to be 4
times the width. If skew check is not used, the View Loaded
Paper option will only reflect the estimation made by the
printer, and not the real length.
Print Quality Troubleshooting
Make sure that the correct Print Quality settings are used for different
types of print content.
Dry time should be set to “Optimal”.
erform Printhead recovery (Main Menu/Image Quality Maintenance/
2 P
Clean Printheads).
3 Medi
a:
Make sure that HP or HP-approved media is being used.
When loading the media, make sure to use the skew check feature
whenever possible (skew check is not available for some types of media).
erform the Printhead Alignment (Main Menu/Image Quality Maintenance/
4 P
Align Printheads), using the same paper type with which you were
experiencing unacceptable image quality, if feasible (some paper types are
not suitable for Printhead Alignment).
heck if the latest version of the firmware is installed. If not, install the latest
5 C
firmware revision.
Designjet Z Series — Service Manual 1-20
The Service Image Quality Diagnostic Print
The Service Image Quality Diagnostic Print
What is the Service Image Quality Diagnostic Print?
The Printer contains an internal Image Quality Test which helps you to
diagnose the possible source of any image quality defects. The Service IQ
Diagnostic Print is available in the following options:
1 Image Quality Service Best Plot. This plot helps you to diagnose in more
detail the possible source of any image quality defects. It is accessible
through the Service Utility Menu.
The Image Quality Service Best Plot uses the Best Print Mode and is divided
in to three parts as follows:
Diagnostic Part 1: Printhead Reliability Test. The purpose of this test is to
identify which Printhead is faulty.
Diagnostic Part 2: Printhead Alignment Test. This test is designed to check
any color-to-color and bi-directional misalignment the printer may have.
Diagnostic Part 3: Printheads and Paper Advance test. This test is
designed to check whether the Printheads and the Media Advance
Mechanism are working correctly.
2 Image Quality Service Normal Plot. This plot is the same as the Image
Quality Service Best Plot but uses the Normal Print Mode.
3 Advanced Diagnostic Plot. These tests provide more information of the IQ
defects that we could find in the Image Quality Service plot. For more
information, refer to page
1-29, The Advanced Diagnostic Prints.
Designjet Z Series — Service Manual 1-21
The Service Image Quality Diagnostic Print
Considerations for Printing the Diagnostic Print
1 The IQ Diagnostic Print prints in A3 and B sizes so you must have media
loaded (roll or sheet) that is this size or larger.
se the same type of media that the customer was using when they found
2 U
the image quality problem.
the customer is using non-HP media and after the Image Quality Test you
3 If
still have the same image quality problems, change to genuine HP media
and repeat the Image Quality Test.
you do not see any problems with the Image Quality Test, the problem
4 If
may not be with the printer itself. The problem may be with the RIP or the
driver.
If you do see problems with the Image Quality Test, continue with the
A
dvanced Diagnostic procedures which will help you diagnose the problem.
Printing the Diagnostic Print
1 In the Service Utilities submenu, scroll to “Diagnostic Print” and press OK.
2 You will be given three options. Use the Arrow keys to make the selection
and press the OK key to start printing the required Diagnostic Print or to
enter the Advanced Diagnostics menu.
3 If you selected the Advanced Diagnostics Prints in the previous step, use the
Arrow keys to make the required selection Paper Advance, Visual
Alignment Diagnostic, Nozzle Health, Force Drop Detection or Print Banding
Plot, and press the Enter key to start printing.
Designjet Z Series — Service Manual 1-22
The Service Image Quality Diagnostic Print
4 Make sure media is loaded, the Media Lever is lowered and that the Ink
System is correctly installed. Press the OK key to print the Diagnostic Print or
press Back/Cancel to exit without printing the Diagnostic Print.
5 The selected Diagnostic Print will now be printed.
Designjet Z Series — Service Manual 1-23
Reading the Diagnostic Print Results
Diagnostic Part 1: Printhead Reliability
The Nozzle Print Test test is designed to check if the Printhead nozzles print
correctly.
The nozzles check (bottom of the plot) is printed in a one-pass full swath
mod
e. The diagnostics test prints out every single nozzle of each Printhead
without applying an error hiding or alignment algorithm.
For each Printhead, you can see both the adjacent and the consecutive
no
zzles.
Reading the Diagnostic Print Results
If any nozzles are not printing correctly they will be shown on the right of
each Printhead Nozzle test.There is a series of numbered stepped diagonal
lines. If one or more of the nozzles are clogged, malfunctioning or mispositioned, you will see that the stepped lines are broken or misdirected in
one or more places.
Below, the stepped lines highlighted in yellow are broken. When the line is
ompletely broken, this means the nozzle is out.
c
Designjet Z Series — Service Manual 1-24
Reading the Diagnostic Print Results
Below, the stepped lines highlighted in yellow are misdirected. When the
line is misdirected, this means the nozzle is malfunctioning or out of
position.
On the left of each Printhead Nozzle test, there is a series of horizontal
traight lines. If one or more nozzles are misdirected there will be unequal
s
spaces between the corresponding lines.
Corrective Action
If the printer has nozzle defects, you can
The printer can automatically compensate for nozzle defects, so there is no
need to replace the Printhead.
The method of improving Nozzle Defects is to:
1 R
ecover the Printheads, using the Front Panel Main Menu/Image Quality
Maintenance/Clean Printheads option.
still get perfect print quality results.
eprint the Printhead Nozzles Test Plot to verify that the defective nozzles
2 R
have been corrected.
the problem continues, replace the defective Printhead.
3 If
Diagnostic Part 2: Printhead Alignment
This test is designed to check any color-to-color and bi-directional
misalignment the printer may have.
1 If the Printer is experiencing horizontal misalignment problems, the
Designjet Z Series — Service Manual 1-25
Reading the Diagnostic Print Results
Alignment Test will show something like this:
2 If the Printer is experiencing vertical misalignment problems, the Alignment
Test will show something like this:
3 If the Printer is experiencing bi-directional misalignment problems, the
Alignment Test will show something like this:
Corrective Action
Perform the Printhead Alignment (Main Menu/Image Quality Maintenance/
A
lign Printheads), using the same paper type with which you were
experiencing unacceptable image quality, if feasible (some paper types are
not suitable for Printhead Alignment).
Diagnostic Part 3: Printheads & Paper Advance
This test is designed to check whether the Printheads and the Paper Advance
Mechanism are working correctly. This part of the Image Quality Test should
NOT be used to check for color consistency or accuracy.
Designjet Z Series — Service Manual 1-26
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