HP L25500 Troubleshooting Guide
HP Designjet L25500 printer series
Maintenance and troubleshooting guide (first edition)
Legal notices
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© 2009 Hewlett-Packard Development
Company, L.P.
The information contained herein is subject
to change without notice.
The only warranties for HP Products and
services are set forth in the express warranty
statement accompanying such products and
services. Nothing herein should be
construed as constituting an additional
warranty. HP shall not be liable for technical
or editorial errors or omissions contained
herein.
Microsoft® and Windows® are U.S.
registered trademarks of Microsoft
Corporation.
Table of contents
1 Safety precautions
General safety guidelines ..................................................................................................................... 1
Electrical shock hazard ........................................................................................................................ 1
Heat hazard .......................................................................................................................................... 2
Fire hazard ........................................................................................................................................... 2
Mechanical hazard ............................................................................................................................... 2
Heavy substrate hazard ....................................................................................................................... 3
Ink handling .......................................................................................................................................... 3
Warnings and cautions ......................................................................................................................... 3
Warning labels ...................................................................................................................................... 3
2 Printer status
Check printer status ............................................................................................................................. 5
Check the status of the ink system ....................................................................................................... 5
Check the status of the ink cartridges .................................................................................................. 5
Check the status of a printhead ............................................................................................................ 6
Check the file system ........................................................................................................................... 7
Check printer usage statistics .............................................................................................................. 7
Printer alerts ......................................................................................................................................... 7
3 Firmware update
4 Hardware maintenance
Align the printheads ............................................................................................................................ 10
Clean the electrical connections on a printhead ................................................................................. 11
Clean the exterior of the printer .......................................................................................................... 14
Clean the platen ................................................................................................................................. 14
Clean (recover) the printheads ........................................................................................................... 16
Clean the substrate-advance sensor window ..................................................................................... 16
Lubricate the printhead carriage ......................................................................................................... 17
Lubricate the platen rollers ................................................................................................................. 18
Maintain the ink cartridges ................................................................................................................. 20
Move or store the printer .................................................................................................................... 20
Service maintenance .......................................................................................................................... 20
Use the printhead status plot .............................................................................................................. 21
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5 Troubleshoot print-quality issues
General advice ................................................................................................................................... 23
Graininess .......................................................................................................................................... 24
Horizontal banding ............................................................................................................................. 24
Vertical banding .................................................................................................................................. 26
Misaligned colors ................................................................................................................................ 26
Lack of sharpness .............................................................................................................................. 27
Black areas look hazy ........................................................................................................................ 27
Subtle stains or uneven appearance .................................................................................................. 27
The ink smudges when touched, or looks oily .................................................................................... 27
The total length of the print is wrong or inconsistent .......................................................................... 27
6 Troubleshoot substrate issues
The substrate cannot be loaded successfully .................................................................................... 29
The substrate has jammed ................................................................................................................. 29
The substrate is deformed or wrinkled ............................................................................................... 31
The automatic cutter does not work ................................................................................................... 31
Take-up reel substrate jam ................................................................................................................. 32
Take-up reel does not wind ................................................................................................................ 32
7 Troubleshoot ink-system issues
Cannot insert an ink cartridge ............................................................................................................ 34
Cannot insert a printhead ................................................................................................................... 34
Cannot insert the printhead cleaning cartridge ................................................................................... 34
Front panel recommends reseating or replacing a printhead ............................................................. 34
Clean the printheads .......................................................................................................................... 34
Align the printheads ............................................................................................................................ 35
8 Troubleshoot other issues
The printer cannot get an IP address ................................................................................................. 38
Cannot access the Embedded Web Server ....................................................................................... 38
The printer is not printing .................................................................................................................... 39
The software program slows down or stalls while generating the print job ........................................ 39
The printer seems slow ...................................................................................................................... 39
Cannot access files on the hard disk .................................................................................................. 39
Communication failures between computer and printer ..................................................................... 40
“Out-of-memory” error message ......................................................................................................... 40
The platen rollers squeak ................................................................................................................... 40
9 Front-panel error messages
10 When you need help
Introduction ......................................................................................................................................... 46
Documentation ................................................................................................................................... 46
HP Instant Support ............................................................................................................................. 46
HP Customer Care Centers ............................................................................................................... 47
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Service information ............................................................................................................................. 52
Index ................................................................................................................................................................... 53
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1 Safety precautions
Before using your printer, read the following safety precautions to make sure you use the equipment
safely.
General safety guidelines
Refer to installation instructions before connecting the printer to the supply.
●
There are no operator-serviceable parts inside the printer. Refer servicing to qualified service
●
personnel.
Turn off the printer, unplug both power cords from the power outlets, and refer servicing to HP
●
qualified service personnel in any of the following cases:
The power cord or plug is damaged.
◦
Safety precautions
Liquid has entered the printer.
◦
There is smoke or an unusual smell coming from the printer.
◦
The printer has been dropped or the drying or curing module damaged.
◦
The printer's built-in Residual Current Circuit Breaker (Ground Fault Circuit Interrupter) has
◦
been repeatedly tripped.
Fuses have blown.
◦
The printer is not operating normally.
◦
Turn off the printer and unplug both power cords from the power outlets in either of the following
●
cases:
During a thunderstorm
◦
During a power failure
◦
Electrical shock hazard
WARNING! The drying and curing modules operate at hazardous voltages capable of causing death
or serious personal injury.
The printer uses two power cords. Unplug both power cords before servicing the printer. The printer
must be connected to earthed mains outlets only.
To avoid the risk of electric shock:
Do not attempt to dismantle the drying and curing modules or the electrical control cabinet.
●
Do not remove or open any other closed system covers or plugs.
●
Do not insert objects through slots in the printer.
●
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Safety precautions
NOTE: A blown fuse may indicate malfunctioning electrical circuits within the system. Have the system
checked by qualified HP service personnel, and do not attempt to replace the fuse yourself.
Heat hazard
The drying and curing subsystems of the printer operate at high temperatures and can cause burns if
touched. To avoid personal injury, take the following precautions.
Do not touch the internal enclosures of the printer's drying and curing modules. Even after opening
●
the window latch that disconnects drying and curing power, the internal surfaces could be hot.
Take special care when accessing the substrate path.
●
Fire hazard
The drying and curing subsystems of the printer operate at high temperatures. Contact qualified HP
service personnel if the printer's built-in Residual Current Circuit Breaker (Ground Fault Circuit
Interrupter) is repeatedly tripped.
To avoid the risk of fire, take the following precautions.
Use the power supply voltage specified on the nameplate.
●
Connect the power cords to dedicated lines, each protected by a branch circuit breaker according
●
to the rating of the wall socket. Do not use a power strip (relocatable power tap) to connect both
power cords.
Use only the power cords supplied by HP with the printer. Do not use a damaged power cord. Do
●
not use the power cords with other products.
Do not insert objects through slots in the printer.
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Take care not to spill liquid on the printer.
●
Do not use aerosol products that contain flammable gases inside or around the printer.
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Do not block or cover the openings of the printer.
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Do not attempt to dismantle the drying or curing module, or the electrical control cabinet.
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Load substrates that can be used at an operating temperature of up to 125°C (257°F), and have
●
auto-ignition temperatures above 250°C (482°F).
Mechanical hazard
The printer has moving parts that could cause injury. To avoid personal injury, take the following
precautions when working close to the printer.
Keep your clothing and all parts of your body away from the printer's moving parts.
●
Avoid wearing necklaces, bracelets and other hanging objects.
●
If your hair is long, try to secure it so that it will not fall into the printer.
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Take care that sleeves or gloves do not get caught in the printer's moving parts.
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Avoid standing close to the fans, which could cause injury and could also affect print quality (by
●
obstructing the air flow).
Do not touch gears or moving rolls during printing.
●
2 Chapter 1 Safety precautions ENWW
Heavy substrate hazard
Special care must be taken to avoid personal injury when handling heavy substrates.
Handling heavy substrate rolls may require more than one person. Care must be taken to avoid
●
back strain and/or injury.
Consider using a forklift, pallet truck or other handling equipment.
●
When handling heavy substrate rolls, wear personal protective equipment including boots and
●
gloves.
Ink handling
Your printer does not use solvent inks and does not have the traditional problems associated with them.
However, HP recommends that you wear gloves when handling ink system components.
Warnings and cautions
The following symbols are used in this manual to ensure the proper use of the printer and to prevent
the printer from being damaged. Follow the instructions marked with these symbols.
WARNING! Failure to follow the guidelines marked with this symbol could result in serious personal
injury or death.
Safety precautions
CAUTION: Failure to follow the guidelines marked with this symbol could result in minor personal injury
or damage to the product.
Warning labels
Label Explanation
Risk of burns. Do not touch the internal enclosures of drying
and curing modules of the printer.
Risk of burns. Do not touch the drying enclosure of the printer.
Even after opening the window latch, which disconnects the
power to the drying and curing modules, the internal surfaces
could be hot.
Electric shock hazard. The printer has two input power cords.
A voltage is still present in the drying and curing modules after
the main switch is turned off. There are no operatorserviceable parts inside the printer. Refer servicing to qualified
service personnel. Disconnect all power cords before
servicing.
See installation instructions before connecting to the supply.
Ensure that the input voltage is within the printer's rated voltage
range. The printer requires two dedicated lines, each protected
by a branch circuit breaker according to the rating of the wall
socket outlet. Use only earthed mains outlets and the power
cords supplied by HP with the printer.
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Safety precautions
Label Explanation
Risk of trapped hands. Do not push the roll while loading. Lift
the loading table to ease the spindle into the printer.
Risk of trapped fingers. Do not touch spindle gears while
moving.
Do not put objects on top of the printer. Do not cover the fans.
You are recommended to wear gloves when handling ink
cartridges, printhead cleaning cartridges and the printhead
cleaning container.
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2 Printer status
Check printer status
You can check the current status of the printer in the following ways:
The Embedded Web Server displays the status of the printer, the loaded substrate and the ink
●
system.
The front panel displays the ink levels by default; otherwise, you can see the ink levels by selecting
●
the the Ink System icon
front panel.
. In addition, the most important current alert, if any, is displayed in the
Check the status of the ink system
1. Access the Embedded Web Server (see the User's guide).
2. Go to the Supplies page on the Main tab.
Printer status
The Supplies page shows you the status of the ink cartridges (including the ink levels), the printheads,
the printhead cleaning cartridge, and the loaded substrate.
The traffic light shows whether maintenance is required. For further information, click View details.
Check the status of the ink cartridges
To view the ink levels in your ink cartridges, go to the printer's front panel and select the icon.
Click the + sign for more details, or use the ink menu.
You can also view the status of the ink cartridges in the Embedded Web Server.
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Ink menu procedure
Printer status
1. On the front panel, select the icon, then select Ink cartridge information.
2. Select the cartridge about which you want information.
3. The front panel shows the following information:
Color
●
Product name
●
Product number
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Serial number
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Status
●
Ink level, if known
●
Total ink capacity in milliliters
●
Expiration date
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Warranty status
●
Manufacturer
●
Check the status of a printhead
The printer automatically checks and services the printheads after each print. Follow these steps to get
more information on your printheads.
1. On the front panel, select the
2. Select the printhead for which you want to see information.
3. The front panel shows the following information:
Colors
●
Product name
●
Product number
●
Serial number
●
Status (See
●
Volume of ink it has used
●
Warranty status
●
You can also use the Embedded Web Server to check the printhead status and the warranty status.
NOTE: If the warranty status is See warranty note, this indicates that non-HP ink is being used. Printer
service or repairs required as a result of using "non-HP" ink are not covered under warranty. See the
Legal Information document for detailed warranty implications.
Front-panel error messages on page 41.)
icon, then select Printhead information.
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Check the file system
It is possible to check the integrity of the file system on the printer's hard disk, and automatically correct
any errors. You are recommended to do this about once every six months, or if you notice any trouble
in accessing files on the hard disk.
To execute the file system check, go to the front panel and select the
check.
If the printer is aware of damage to the file system, for instance after a severe software problem, it may
start a file system check automatically. This can take about half an hour.
Check printer usage statistics
To check your printer-usage, statistics are available.
NOTE: The accuracy of the usage statistics is not guaranteed.
Printer statistics with the Embedded Web Server
1. Access the Embedded Web Server (see the User's guide).
2. Go to the Usage page on the Main tab.
icon, then select File system
Printer status
Printer alerts
The printer can communicate two types of alerts:
Errors: When the printer is unable to print.
●
Warnings: When the printer needs attention for an adjustment, such as a calibration, preventive
●
maintenance or ink cartridge replacement.
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Printer alerts appear in the front panel and in the Embedded Web Server.
Front-panel display: The front panel shows only one alert at a time, which is judged to be the
●
most important. It generally requires the user to press the OK key for confirmation, but in the case
of a warning, it disappears after a while. Some alerts reappear when the printer is idle and there
is nothing more important to report.
Embedded Web Server: The alert displayed in the front panel also appears in the top right corner
●
of the Embedded Web Server window.
Printer status
An alert may require you to perform a maintenance operation; see
on page 10.
The following alerts require a service engineer:
Service Maintenance Kit 1
●
Service Maintenance Kit 2
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Service Maintenance Kit 3
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Hardware maintenance
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3 Firmware update
The printer's various functions are controlled by software that resides in the printer, also known as
firmware.
From time to time, firmware updates from Hewlett-Packard become available. These updates increase
the printer's functionality and enhance its features.
Firmware updates can be downloaded from HP's Web site (
installed in your printer using the printer's Embedded Web Server.
To use the Embedded Web Server on any computer, open your Web browser and type the printer's
URL. The printer's URL appears on the status screen on the printer's front panel (http://192.168.1.1 in
this example):
In the Embedded Web Server, select the Setup tab and then Firmware update.
Follow the on-screen instructions to download the firmware file and store it on your hard disk. Then
select the downloaded file and click Update.
If you experience very slow progress while uploading the firmware file to the printer, the reason could
be that you are using a proxy server. In that case, try bypassing the proxy server and accessing the
Embedded Web Server directly.
In Internet Explorer 6 for Windows, go to Tools > Internet Options > Connections > LAN
●
Settings, and select the Bypass proxy server for local addresses check box. Alternatively, for
more precise control, click the Advanced button and add the printer's IP address to the list of
exceptions, for which the proxy server is not used.
http://www.hp.com/go/graphic-arts/) and
Firmware update
In Firefox 3.0 for Windows, go to Tools > Options > Network > Connection > Settings, and select
●
the Direct connection to the Internet check box. Alternatively, when the Manual proxy
configuration check box is selected, add the printer's IP address to the list of exceptions, for which
the proxy server is not used.
In Firefox 2.0 for Linux, go to Edit > Preferences > Network > Connection > Settings, and select
●
the Direct connection to the Internet check box. Alternatively, when the Manual proxy
configuration check box is selected, add the printer's IP address to the list of exceptions, for which
the proxy server is not used.
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4 Hardware maintenance
For the tasks in this chapter, you may need the User Maintenance Kit that was provided with your printer.
Align the printheads
The printer performs printhead alignment whenever printheads are replaced. If no substrate is loaded
when a printhead is replaced, the printer will perform the alignment the next time you load substrate.
You may also be recommended to align the printheads to solve a print-quality problem.
Automatic alignment
First make sure that you have a roll of opaque, white substrate loaded in the printer. Colored substrates,
glossy canvas, and transparent materials such as translucent bond, clear film, tracing substrate, and
vellum are not suitable for automatic printhead alignment; for these substrates, you should align the
printheads manually (see
Manual alignment on page 10).
To request printhead alignment from the front panel (if the alignment is not performed automatically),
select the
alignment.
To request printhead alignment from the Embedded Web Server, select the Setup tab, then select Align
printheads > Automatic PH alignment > Print.
Hardware maintenance
The process takes about 10 minutes and starts immediately, unless an image is currently being printed.
If a print job is in process, the alignment will be done as soon as the current print job is finished.
Manual alignment
To request a manual printhead alignment from the front panel, select the icon, then select Image
quality maintenance > Align printheads > Manual PH alignment > Print alignment pattern.
To request manual printhead alignment from the Embedded Web Server, select the Setup tab, then
select Align printheads > Manual PH alignment > Print.
The printer prints 17 rows labelled from A to Q. Inspect the print and write down the number of the
straightest line in each row (for example, A:9).
icon, then select Image quality maintenance > Align printheads > Auto PH
10 Chapter 4 Hardware maintenance ENWW
When you have done this, enter the correction values into the front panel or the Embedded Web Server.
To enter the correction values in the front panel, select the
maintenance > Align printheads > Manual PH alignment > Enter correction values. Enter each
value into the window labelled with the same letter as the corresponding pattern.
To enter the correction values in the Embedded Web Server, select the Setup tab, then select Align
printheads > Manual PH alignment, and enter each value into the window labelled with the same letter
as the corresponding pattern.
icon, then select Image quality
Clean the electrical connections on a printhead
It is possible that the printer will not recognize a printhead after it has been installed. This can happen
when ink builds up on the electrical connections between the printhead and the printhead carriage.
Under these circumstances, HP recommends that you clean the electrical connections on the printhead.
However, routine cleaning of the connections when no problems are apparent is not recommended.
A carriage interconnect wiper is included with your printer in the User Maintenance Kit.
Use this to clean the electrical interconnects on both the printhead carriage and the printhead if the
Reseat or Replace message persists next to the printhead on the front-panel display.
1. Remove a new pre-moistened replacement sponge from its pouch.
A supply of sponges is included in the box with the wiper. If all sponges have been used, more can
be obtained by calling your service representative.
ENWW Clean the electrical connections on a printhead 11
Hardware maintenance
2. Open the carriage interconnect wiper.
3. Load the sponge by positioning the sponge on the face of the carriage interconnect wiper with the
shorter tab in the locating slot.
4. Close the carriage interconnect wiper, trapping the sponge in place.
Hardware maintenance
5. Open the printhead carriage latch and extract the printhead that is causing the problem, as
indicated on the front panel. See the User's guide.
6. Insert the carriage interconnect wiper into the printhead slot at the back. Wipe the electrical contacts
by inserting the tool between the electrical connections at the back of the slot and the steel spring,
with the sponge facing away from you and towards the electrical contacts. Try to avoid picking up
any ink deposit that may have accumulated on the bottom surface of the slot.
CAUTION: If the carriage remains in the central part of the printer for more than 7 minutes, it
attempts to return to its home position to the right.
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