Did this site save
(or help earn) you money?
Say thanks with a
small donation.
|
The
TWI Designjet Documents library presented here as a courtesy of
ComputerCareOnline.com
The owners of this website have no affiliation to Hewlett Packard nor do we
claim to represent HP
in any way shape or form.
Return
to TWI Documents Library Index Page
|
In this document:
Document number: BPP90130
Last Updated: 13-Aug-2003
Minimum skill level: 2
Introduction
Media is rejected or is not recognized by the printer. The
500 and 800 series printers detect media by using two sensors, the media sensor and the line sensor. Common causes of media rejection are the type of media being used (non-supported), or a faulty sensor. Other possible causes include the
encoder
strip, the scan-axis
motor, the paper axis
motor, cable connections, or the electronics
module. Use the steps listed below to determine the actual cause of the failure and to replace the appropriate parts.
Contact center agents (troubleshooting to be performed with customer)
The steps below are designed to achieve remote resolution of the issue. If the troubleshooting steps below appear to resolve the issue, attempt to verify printer functionality by printing several internal prints. If the issue persists following the steps below, generate a CSO for service.
- Remove the media from the printer.
- Turn the printer off, then on and allow initialization to complete.
- When initialization is complete, insert media into the back of the printer (the printer should beep and the front panel will display a message to press Enter to load media).
- Press Enter.
- Choose roll or sheet depending on media that is loaded.
- Select the media type (profile).
- Attempt to verify functionality, if the problem persists, continue with the remaining steps.
- Check the type of media that is being used as the line sensor may have problems detecting transparent media or some types of Non-HP media. Try loading white HP media into the printer and check if the line sensor detects it.
NOTE: If the media type appears to be the cause of the issue, recommend using supported HP media.
- Check the print platen surface for excessive ink deposits that can fool the sensor by reflecting the light. Clean the print platen if ink buildup is noticed (use a lint-free cloth dampened with water).
- Attempt to verify functionality.
- If the problem persists, generate a CSO for service (send all required parts as listed below).
Parts required (part numbers are subject to change)
CE instructions
If any of the troubleshooting steps listed below solve the problem, attempt to verify functionality. If functionality is verified, no additional parts should be replaced.
WARNING: To prevent possible injury, always remove the power cable from the back of the printer before connecting/disconnecting any internal printer cables or performing any repairs.
- Verify that the media sensor is correctly plugged into the
Interconnect PCA (refer to pages 8-19 of the Service Manual). If connection is questionable, re-connect and verify functionality.
- If no problems are found with the connections, replace the media sensor (refer to pages 8-19 of the Service Manual).
- Following replacement of the sensor, attempt to verify functionality. If problems persist, continue with the remaining steps.
- Clean the
encoder strip
using a lint free cloth dampened with water. Replace the encoder strip if damaged or as needed (refer to pages 8-76 of the Service Manual).
WARNING: Be careful when working around the
encoder strip
as the edges are very sharp and can cause injury.
- Following cleaning or replacing the
encoder
strip, turn the printer on and attempt to verify functionality.
- If the problem persists, replace the carriage assembly, carriage belt, and trailing cable (refer to pages 8-78 and 8-40 of the Service Manual).
- Following replacement, turn the printer on and attempt to verify functionality.
- If the problem persists, continue with the "Additional troubleshooting" section listed below.
Additional CE troubleshooting
The steps listed below should be followed if the above troubleshooting section did not solve the problem. Many of the parts listed below must be visually and/or audibly inspected before being determined faulty. Use your best judgement in determining if any of the parts listed below should be replaced. Following replacement of any parts listed below, attempt to verify printer functionality before continuing with additional part replacements.
- Inspect/replace the Tensioner assembly as needed
(pages 8-74 of the Service Manual).
- Replace the
Scan-axis motor
(pages 8-29 of the Service Manual).
- Replace the
Paper-axis motor
(pages 8-84 of the Service Manual).
- Replace the Interconnect cable
(pages 8-59 of the Service Manual).
- Replace the
Interconnect PCA
(pages 8-50 of the Service Manual).
- Replace the
Electronics module
(pages 8-24 of the Service Manual).
- Following replacement of parts, verify printer functionality as instructed below.
Verify functionality
- Turn the printer on.
- Load media into the printer.
- From the main front-panel menu, select the Ink menu and press Enter.
- Select Troubleshooting, and press Enter.
- Follow the instructions on the front panel.
- Have the customer send a file from the computer and make certain the file prints correctly.
Copyright Hewlett-Packard Co. 2001
This information is subject to change without notice and
is provided "as is" with no warranty.
Hewlett-Packard shall not be liable for any direct,
indirect, special, incidental or consequential damages
in connection with the use of this material.
