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HP Designjet T770 & T1200 printer series
Service manual (v.3, 2009-10-21)
© 2009 Hewlett-Packard Development Company, L.P.
Table of contents
1 Troubleshooting Using the Front Panel ........................................................................................................................... 2 General Troubleshooting ...................................................................................................................... 3 The Media Basket was damaged during printer setup ......................................................................... 5 Print quality troubleshooting ................................................................................................................. 6 Ink Supplies Troubleshooting ............................................................................................................. 31 Connectivity troubleshooting .............................................................................................................. 46 2 System Error Codes Introduction ......................................................................................................................................... 52 Printer logs ......................................................................................................................................... 52 What to do if the Front Panel is blank ................................................................................................ 53 Continuable and Non-Continuable Error Codes ................................................................................. 54 System Error Code Brief Descriptions ................................................................................................ 54 System Error Codes--Full Descriptions ............................................................................................. 56 Appendix A: How to troubleshoot SE 79:04 ....................................................................................... 73 Appendix B: Updating firmware in diagnostics boot mode ................................................................. 84 Appendix C: Obtaining the printer log and the diagnostics package .................................................. 85 3 Diagnostics Menu Introduction ......................................................................................................................................... 88 Diagnostic Tests and Utilities ............................................................................................................. 88 4 Service Menu Introduction ....................................................................................................................................... 122 Service Utilities ................................................................................................................................. 122 Service Calibrations ......................................................................................................................... 138 5 Parts and Diagrams Printer Support ................................................................................................................................. 153 Center Covers (Front) ...................................................................................................................... 155 Roll Covers ....................................................................................................................................... 157 Center Covers (Rear) ....................................................................................................................... 159 Right Cover ...................................................................................................................................... 161 Left Cover ......................................................................................................................................... 163 Right Hand Assemblies .................................................................................................................... 165
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Left Hand Assemblies ...................................................................................................................... 167 Carriage Assembly ........................................................................................................................... 169 Scan-Axis Assemblies ...................................................................................................................... 171 Paper Path Assemblies (Front) ........................................................................................................ 173 Paper Path Assemblies (Rear) ......................................................................................................... 175 Roll Supports .................................................................................................................................... 177 Tool Kits ........................................................................................................................................... 179 Miscellaneous Parts ......................................................................................................................... 180 6 Removal and Installation Introduction ....................................................................................................................................... 184 Service Calibration Guide to Removal and Installation .................................................................... 185 Belt Assembly ................................................................................................................................... 188 Bin Assembly .................................................................................................................................... 188 Bi-stable Springs (T1200 only) ......................................................................................................... 190 Bumpers, Left and Right ................................................................................................................... 196 Cable Harness .................................................................................................................................. 199 Carriage and Cutter Assembly ......................................................................................................... 205 Carriage Bushing, Rear .................................................................................................................... 213 Carriage Cover and Carriage Latch ................................................................................................. 215 Carriage Rail Oiler ............................................................................................................................ 219 Carriage PCA ................................................................................................................................... 220 Cleanout ........................................................................................................................................... 225 Converger ......................................................................................................................................... 226 Cover, Front ..................................................................................................................................... 228 Cover, Left ........................................................................................................................................ 229 Cover, Rear ...................................................................................................................................... 233 Cover, Right ..................................................................................................................................... 234 Cover, Top ........................................................................................................................................ 237 Cutter Assembly ............................................................................................................................... 240 Drop Detector ................................................................................................................................... 243 EE Box ............................................................................................................................................. 244 Electronics Module Main PCA and PSU .......................................................................................... 247 Encoder Disk and Encoder Sensor .................................................................................................. 250 Encoder Strip .................................................................................................................................... 252 Encoder Strip, spring and attachment nut ........................................................................................ 253 Formatter .......................................................................................................................................... 255 Freewheel Assembly ........................................................................................................................ 256 Front Panel ....................................................................................................................................... 258 Front Trim, Left ................................................................................................................................. 260 Front Trim, Right .............................................................................................................................. 262 Full Bleed Foam ............................................................................................................................... 263 Hard Disk Drive ................................................................................................................................ 264 Ink Cartridge Door, Left .................................................................................................................... 265 Ink Cartridge Door, Right .................................................................................................................. 266 Ink Supply Station, Left .................................................................................................................... 268 Ink Supply Tubes .............................................................................................................................. 272
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Ink Supply Tubes Support Rail ......................................................................................................... 279 Line Sensor ...................................................................................................................................... 280 Media Advance Drive ....................................................................................................................... 286 Media Lever ...................................................................................................................................... 292 Media Lever Position Sensor ........................................................................................................... 293 Media Output Assembly ................................................................................................................... 295 Out-of-paper Sensor ......................................................................................................................... 296 Panel, Left ........................................................................................................................................ 299 Pen to Paper Space (PPS) Solenoid ................................................................................................ 300 Pinch Arm Assembly ........................................................................................................................ 302 Pinchwheel Assembly ...................................................................................................................... 304 Print Zone Overdrive ........................................................................................................................ 312 PSU .................................................................................................................................................. 317 Real-time Clock Battery .................................................................................................................... 318 Roll Cover Bumpers, Lower ............................................................................................................. 318 Roll Cover Bumpers, Upper ............................................................................................................. 321 Roll Cover, Lower (T1200 only) ........................................................................................................ 324 Roll Cover, Upper ............................................................................................................................. 327 Roll Guide, Left ................................................................................................................................. 328 Roll Guide, Right .............................................................................................................................. 329 Roll Support, Lower Left (T1200 only) .............................................................................................. 330 Roll Support, Lower Right (T1200 only) ........................................................................................... 331 Roll Support Sensor, Lower Left (T1200 only) ................................................................................. 333 Roll Support Sensor, Upper Left ...................................................................................................... 333 Roll Support, Upper Left ................................................................................................................... 334 Roll Support, Upper Right ................................................................................................................ 336 Scan-axis Motor ............................................................................................................................... 337 Service Station ................................................................................................................................. 341 Single Sheet Sensor ......................................................................................................................... 345 Spindle ............................................................................................................................................. 346 Spittoon, Left .................................................................................................................................... 347 Starwheel Assembly ......................................................................................................................... 348 Starwheel Lifter, Left ........................................................................................................................ 350 Starwheel Lifter, Right ...................................................................................................................... 351 Starwheel Motor ............................................................................................................................... 354 Trailing Cable ................................................................................................................................... 356 Wall Spacers .................................................................................................................................... 363 Window ............................................................................................................................................. 365 Window Position Sensor .................................................................................................................. 368 7 Preventive Maintenance Preventive Maintenance ................................................................................................................... 371 Preventive Maintenance Kits ............................................................................................................ 376
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Troubleshooting
Using the Front Panel General Troubleshooting The Media Basket was damaged during printer setup Print quality troubleshooting Ink Supplies Troubleshooting Connectivity troubleshooting
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Troubleshooting
Using the Front Panel
HP Designjet T1200 series HP Designjet T770 series
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The front panel has the following components, starting with the four direct-access keys: 1. 2. 3. View ink levels key. View information key. By pressing this key repeatedly, you can see information about all loaded papers (roll 1, roll 2, sheet) and about the printer's connection to the computer. Pause printing key (T1200 series) pauses printing after finishing the current page. Press the key again to restart printing. This can be useful, for instance, when you want to change or load a roll. Unload paper key (T770 series) unloads the currently-loaded paper (roll or sheet). 4. 5. 6. 7. 8. 9. Form feed and cut key. Front-panel display - Displays errors, warnings and information on using your printer. Back key - To go to the previous step in a procedure or interaction. To go to the upper level, or leave the option in the menu, or when given an option. Menu key - Press to return to the main menu of the front-panel display. If you are already on the main menu it will display the status screen. Down key - To go down in a menu or option, or to decrease a value, for example when configuring the front-panel display contrast or the IP address. Power key - To turn the printer off or on, it also has a light to indicate the printer's status. If the power key light is off the printer is off. If the power key light is blinking green, the printer is starting up. If the power key light is green on, the printer is on. If the power key light is amber on, the printer is in standby. If the power key light is blinking amber, the printer needs attention.
10. Cancel key - To abort a procedure or interaction. 11. Up key - To go up in a menu or option, or to increase a value, for example when configuring the front-panel display contrast or the IP address. 12. OK key - To confirm an action while in a procedure or interaction. To enter in a submenu in the menu. To select a value when given an option. If the status screen is displayed, this key takes you to the main menu. 13. Status light - Indicates the printer's status. If the Status light is solid green, the printer is ready. If it is flashing green, the printer is busy. If it is solid amber, there is a system error. If it is flashing amber, the printer needs attention.
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Label Diagnostic mode
Description With the printer off, press and hold the Up and OK keys. While holding the Up and OK keys down, press the Power key to turn on the printer. Wait until the HP logo appears in the frontpanel display, then release all three keys. From the main menu, press and hold the Up and Cancel keys. From the main menu, press and hold the Down and Cancel keys.
Service menu (service engineers only) Service menu (for users)
General Troubleshooting
This chapter will guide you through the relevant steps to take when troubleshooting the printer.
Troubleshooting System Error Codes
System Error Codes on page 51 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 (See Note below). The Service Configuration Print. The Current configuration sheet. Which software application the customer is using (name, version, etc.).
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.
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 Diagnostics Menu on page 87.
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 Service Menu on page 121. NOTE: Remember that certain Calibrations are required even if an Assembly has been disassembled to gain access to another Assembly or Component.
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Table 1-1 Service Key Combinations
Solving Print Quality Problems
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.
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The Front Panel is blank
See What to do if the Front Panel is blank on page 53.
The Printer does not power on
See What to do if the Front Panel is blank on page 53.
The Printer Continuously Rejects Printheads
1. 2. Clean the flex contacts on the Printhead and in the Carriage Assembly using the Carriage Interconnect Wiper and try again. If all the Printheads are rejected (the status message on the Front Panel does not show "OK" for all the Printheads) then perform the Electronic Module Test. See Electronics Module Test on page 98.
Cover Sensors are not Working
1. 2. 3. Perform the Sensors Test. See Sensors Test on page 105. Check that the cable for the faulty sensor is not damaged and is connected correctly. Replace the faulty Sensor.
The Line Sensor has Problems Detecting Media
1. Check the type of media that is being used since the Line sensor may have problems detecting transparent media or some types of Non-HP media. Try loading white HP media in to the printer and check that the Line sensor detects it. The Line Sensor is not calibrated correctly. Perform the Line Sensor Calibration. See Line Sensor Calibration on page 147. The Line Sensor is damaged or faulty. Replace the Line Sensor. See Line Sensor on page 280.
2. 3.
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. 1. Did the media jam occur when loading media? 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.
NOTE: 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
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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 same conditions that the calibration was done in. To solve the problem, try the following: Perform the Accuracy Calibration in the new environmental conditions (Refer to the User's Guide).
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 whether the humidity level is very low (below 30%). Increasing humidity may help in reducing the severity of the problem.
NOTE: The media is causing the problem and not the printer. Do not attempt to try to replace printer parts to solve this problem.
The Media Basket was damaged during printer setup
1. 2. 3. There are three plastic parts that could break during printer installation and need replacing. Check the parts table and graphics in Parts and Diagrams to identify what service parts you must order. See Printer Support on page 153. Replace the component. See Bin Assembly on page 188.
Solving Paper-Handling Problems
Roll paper The Front Panel indicates 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. Check that the Right Roll Support is properly attached and screwed to the printer.
The Rewinder, located on the Right Roll Support, should maintain proper back tension. If the Right Roll Support is misaligned or not properly attached to the printer, the Rewinder will not function properly. To further diagnose problems with the Rewinder, see Rewinder Test on page 107. Sheet paper It must be loaded with the right-hand edge against the white line on the upper roll cover. The paper may be crumpled or warped or may have irregular edges. If hand-cut paper is used, the edges may not form a right-angle or they may be rough. If possible, handcut paper should not be used. Only purchased sheet paper 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. See Turn Drive Roller on page 123.
Check that the Right Roll Support is properly attached and screwed to the printer.
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Troubleshooting
causes of head crashes). If the media is not HP approved, advise the customer to use HP media and check to see whether the problem is now solved.
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The Rewinder, located on the Right Roll Support, should maintain proper back tension. If the Right Roll Support is misaligned or not properly attached to the printer, the Rewinder will not function properly. To further diagnose problems with the Rewinder, See Rewinder Test on page 107.
Print quality troubleshooting
Print Quality Troubleshooting Actions
NOTE: For some Print Quality problems, a Call Agent can try to 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. Use the Print Quality Troubleshooting Wizard to help customers with their print quality or color problems. For information about how to use the Print Quality Troubleshooting Wizard, see Print Quality Troubleshooting Wizard on page 29. When faced with a Print Quality problem, perform the following actions in order to resolve the problem: 1. Printer Configuration: Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Make sure that the correct Print Quality settings are used for different types of print content. See Print Quality Troubleshooting Actions on page 6 for further information. Dry time should be set to "Optimal".
2. 3.
Perform Printhead recovery (Main Menu/Image Quality Maintenance/Clean Printheads). Paper: Select the correct paper type through the front panel when loading it. Make sure that HP or HP-approved paper is being used.
4.
Perform the Printhead Alignment (Main Menu/Image Quality Maintenance/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). Check whether the latest version of the firmware is installed. If not, install the latest firmware revision.
5.
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.
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2. 3.
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.
Image Quality Service Normal Plot. This plot is the same as the Image Quality Service Best Plot but uses the Normal Print Mode. 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, see The Advanced Diagnostic Prints on page 12.
Considerations for Printing the Diagnostic Print 1. 2. 3. 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. Use the same type of media that the customer was using when they found the image quality problem. If the customer is using non-HP media and after the Image Quality Test you still have the same image quality problems, change to genuine HP media and repeat the Image Quality Test. If you do see problems with the Image Quality Test, continue with the Advanced 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.
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Troubleshooting
The Image Quality Service Best Plot uses the Best Print Mode and is divided in to three parts as follows:
3.
If you selected the Advanced Diagnostics Prints in the previous step, use the Arrow keys to make the required selection,and press the Enter key to start printing.
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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 Cancel to exit without printing the Diagnostic Print.
5.
The selected Diagnostic Print will now be printed.
Reading the Diagnostic Print Results
Diagnostic Part 1: Printhead Reliability The Nozzle Print Test test is designed to check that the Printhead nozzles print correctly. The nozzles check (top of the plot) is printed in a one-pass full swath mode. 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 nozzles.
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 mis-positioned, 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 completely broken, this means the nozzle is out.
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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 straight lines. If one or more nozzles are misdirected there will be unequal spaces between the corresponding lines. Corrective Action If the printer has nozzle defects, you can still get perfect print quality results. 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. 2. 3. Recover the Printheads, using the Front Panel Main Menu/Image Quality Maintenance/Clean Printheads option. Reprint the Printhead Nozzles Test Plot to check that the defective nozzles have been corrected. If the problem continues, replace the defective Printhead.
Diagnostic Part 2: Printhead Alignment This test is designed to check any color-to-color and bi-directional misalignment the printer may have.
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Troubleshooting
Troubleshooting
1. If the printer is experiencing horizontal misalignment problems, the 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/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). 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. 10 Chapter 1 Troubleshooting ENWW
If the printer is experiencing a banding problem, you will see repetitive horizontal bands within the printed image. Darker horizontal bands or lines repeated along the vertical band (from top to bottom at the same distance). Whiter horizontal bands or lines along the vertical band (from top to bottom at the same distance).
The plot is printed in Best or Normal mode (according to the menu option selected) with Error Hiding ON. The top band has 100% ink density patches while the bottom band has 50% ink density patches.
Troubleshooting Banding Problems If banding does not occur in all the colors, then it is more than likely a Printhead problem. In this case, try the following: 1. 2. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Recover the printheads using the option through the Front Panel (Main Menu/Image Quality Maintenance/Clean Printheads). Reprint the Diagnostic Print or the print file and if the problem persists, replace the faulty Printhead. If banding does occur in all the colors, then it is more than likely a Paper Advance problem: If the bands are light, it means that the paper has advanced too much. If the bands are dark, it means that the paper hasn't advanced enough. In high quality modes, graininess in all colors can indicate problems either with alignment or Paper Advance.
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Troubleshooting
Banding
Corrective Action In order to solve problems that result in banding, try the following 1. 2. 3. 4. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Check that the loaded media is the same type as selected in the printer. You can check the media type selected through the Front Panel (Main Menu/Paper menu/View loaded paper). If the customer is using low quality paper, try recommending better quality paper (preferably HP paper). Printer performance can only be guaranteed by using recommended papers. Perform the Paper Advance Calibration using the same type of paper that will be used for the final print (Main Menu/Image Quality Maintenance/Paper Advance Calibration/Calibrate Paper Advance). If there is white point banding in only one color band and the problem cannot be fixed using the Printhead recoveries, in some cases using the Force Drop Detection option can fix this issue. No Printing Defects Found in the Diagnostic Print If all the test patterns from the Diagnostic Print are correct and you still experience Image Quality problems, you can use the following procedures to resolve the problem. Reading the Advanced Diagnostic Print Results Printhead Alignment Nozzle Health Force Drop Detection
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The Advanced Diagnostic Prints
What are the Advanced Diagnostic Prints? These tests provide more information about the IQ defects found in the Image Quality Service plot. The Advanced Diagnostic Print is divided into the following parts: Visual Media Advanced Diagnostic. Used to check advance reliability. Printhead Alignment Diagnostic. Used to check pen alignment reliability. Visual Nozzle health Diagnostic. Used to check nozzle health reliability. Force Drop Detection. Used to reset the nozzle health historic database and force new drop detection.
Printing the Advanced Diagnostics Print 1. In the Service Utilities submenu, scroll to "Diagnostic Print" and press OK.
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3.
Use the Arrow keys to select the option you want, and press the OK key to start printing.
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 Cancel to exit without printing the Diagnostic Print.
5.
The selected Advanced Diagnostic Print will now be printed and, if necessary, automatically scanned.
Reading the Advanced Diagnostic Print Results
Paper Advance This plot helps you to visually check any alignment problems of the printer. You use it to precisely measure the media advance error with a one dot row accuracy, and to check the stability of the media advance. The whitest vertical line should be positioned in the 0 offset column with minor variations between +2 and -2 columns. If the offset is not positioned on the 0 column or between +2 and -2 columns and the whitest vertical varies greatly, the printer requires Paper Advance Calibration (Main Menu/Image Quality Maintenance/Paper Advance Calibration/Calibrate Paper Advance). NOTE: It is very important to check that the loaded media is the same media type as selected in the front panel. You can check the media type selected through the Front Panel (Main Menu/Paper menu/ View loaded paper). The wrong type of paper selected will produce an offset error in the Paper Advance. The following plot shows correct media advance, there is a straight white line positioned close to the 0 column for the majority of the points.
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Troubleshooting
2.
You will be given three options. Use the Arrow keys to select the Advanced Diagnostics menu.
Troubleshooting
The following plot shows a bad media advance, there is a straight white line positioned close to the -6 column, instead of the 0 column for the majority of the points. Corrective Action To fix Paper Advance problems, try the following: 1. Check the Paper Advance Calibration Status. This can be done by going to Main Menu/Paper/View Loaded Paper. At the bottom, the Front Panel displays the Paper Advance Calibration status. There are three status messages: DEFAULT. The paper loaded is recognized as HP paper, which is already optimized and calibrated for the printer. Do not calibrate the Paper Advance for this paper. RECOMMENDED. The paper loaded is not recognized as HP paper, and Paper Advance values have not been customized for this paper type. In this case, calibrate the Paper Advance from the user menu. OK. This indicates that the paper loaded has been calibrated before. If the printer continues to have banding and graininess problems, calibrate the Paper Advance from the user menu. 14 Chapter 1 Troubleshooting ENWW
NOTE: Whenever the printer's firmware is upgraded, the paper advance calibration values will be reset to factory default. 2. To calibrate the Paper Advance from the user menu, go to Main Menu/Image Quality Maintenance/ Paper Advance Calibration/Calibrate Paper Advance. NOTE: It is very important to check that the loaded media is the same media type as selected in the front panel. You can check the media type selected through the Front Panel (Main Menu/Paper menu/View loaded paper). The wrong type of paper selected will produce an offset error in the Paper Advance. NOTE: Some paper types are not suitable for Paper Advance Calibration. Do not use colored papers or transparent materials such as translucent bond, clear film, matte film, tracing paper, or vellum. Paper Advance calibration from the user menu will only calibrate the Paper Advance for the paper type loaded in the printer at that moment. 3. If Calibrate Paper Advance has mostly solved the problem, try Adjust Paper Advance to fine tune the Paper Advance (Main Menu/Image Quality Maintenance/Paper Advance Calibration/Adjust Paper Advance). Select the percentage of change from -100% to 100%. To correct light banding, decrease the percentage. To correct dark banding, increase the percentage. 4. The Paper Advance calibration from the service menu will calibrate the Paper Advance for all paper types. This action is recommended when: The Paper Advance calibration from the user menu does not solve the problem. The Paper Advance problems affect all paper types.
The procedure for Paper Advance Calibration from the service menu is documented in Chapter 5, Service Calibrations. See Paper Advance Calibration on page 139. Printhead Alignment NOTE: To ensure you obtain meaningful results, use the same type of media that the customer was using when they encountered the image quality problem. This plot helps you to visually check any alignment problems of the printer. You use it to precisely measure the alignment error with a 3 dot row accuracy. For the printer to be considered correctly aligned, the results must be within ±3 dot row. The illustration shows the complete Printhead Alignment that identifies each of the specific alignment test results covered.
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The Printhead Alignment Diagnostic print shows the following diagnostic test results: a Line Sensor Calibration b Pen to Pen Align c Carriage thetaZ d Bidirectional align (high e Bidirectional align (Low) For tests a, b, and c, the order of the color band is: For tests e and f, the order of the color band is: Once the printer has correctly printed and scanned the Printhead Alignment Diagnostic print, the Front Panel displays the results. The top row displays the printhead, and the left column displays the test. The results are separated onto two screens. Use the Arrow keys to display the second results screen. 16 Chapter 1 Troubleshooting ENWW
Any printhead with a test result containing a number that is not within the ±3 dot row range is misaligned. NOTE: The mK printhead is used as a reference to test the other printheads. If all the printheads fail the Pen to Pen tests, it is the mK printhead that is misaligned. Reading the Printhead Alignment Diagnostic Print The following plot shows correct printhead alignment for all patterns. The clear band is in the center of the pattern.
The following plot shows bad printhead alignment. The clear band is not in the center of the pattern.
Corrective Action If any of the printheads are misaligned beyond the ±3 dot row range, perform a Printhead Alignment. If a Printhead Alignment does not correct the problem, replace the bad printhead.
NOTE: If the customer is using non-HP media and after the Image Quality Test you still have the same image quality problems, change to genuine HP media and repeat the Image Quality Test. The best alignment calibration is obtained using HP Photo Paper. Nozzle Health The print contains three separate parts.
a The Variable Frequency Nozzle health plot with odd/even nozzles separation. This is used to detect misdirected nozzles, weak nozzles, or nozzles not working correctly at all frequencies. b Inspector measuring tool test plot. NOTE: Test b should not be used by Service Engineers.
c Nozzle Print Test which is also part of the Image Quality Service Plot. This test is designed to check that the Printhead nozzles print correctly. The test prints out every single nozzle of each Printhead. No error hiding or Printhead Alignment algorithm is applied. For each Printhead, you can see both the adjacent and the consecutive nozzles. This is what you would see in the Nozzle Print Test part if there are nozzles not printing correctly:
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1.
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 malfunctioning or mis-positioned, you will see that the stepped lines are broken or misdirected in one or more places. On the left of each Printhead Nozzle test, there is a series of horizontal straight lines. If one or more nozzles are misdirected there will be unequal spaces between the corresponding lines.
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2.
Corrective Action for Nozzle Defects If the printer has nozzle defects, it does not mean that you will not get perfect print quality results. The printer has automatic procedures to hide many nozzle defects. 1. 2. 3. Recover the Printheads using the option through the Front Panel (Main menu/Image quality maintenance/clean printheads). Reprint the Nozzle Print test to check that the defective nozzles have been corrected. If the problem continues, replace the defective Printhead.
Force Drop Detection If the Nozzle Print Test plot has persistent white point banding in only one color that cannot be fixed with a printhead recovery, you can use this option to resolve the problem by resetting the nozzle health database so that all nozzles are assumed to be correct. Once the nozzle health database has been reset, drop detection is forced. The normal cause of this white point banding in a single color is the incorrect detection of failed nozzles by the drop detector. Perform the test as follows. 1. Select Advanced Diagnostic Print.
2.
Select Force Drop Detection.
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Make sure the media lever is lowered and the ink system ready, then press OK.
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Press OK to end the test and return to the menu.
Troubleshooting Print Quality Problems
General advice
1. 2. 3. To achieve the best performance from the printer, only genuine HP accessories and supplies should be used. Make sure that the paper type selected in the Front Panel is the same as the paper type loaded into the printer. Make sure to use the most appropriate print quality settings for your purposes. A lower print quality is likely to be seen if the print quality slider has been moved to the Speed end of the scale, or the custom quality level set to Fast. Check that the environmental conditions (temperature, humidity) are within the temperature/ humidity range as specified for the printer (refer to the User's Guide for more information). Check that the ink cartridges and printheads have not exceeded their expiration dates.
4. 5.
Horizontal Lines Across the Image (Banding)
When you look at the image you have printed, there are horizontal lines across the print. Here are two examples of what you might see if you have this problem:
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4.
The printer runs the drop detection.
Corrective Action 1. Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information) and reprint the image. In some cases print quality problems can be resolved by selecting a higher print quality level. Print the Service Image Diagnostics Print, and clean any printheads that need cleaning. Reprint the job in case the problem has been solved. Check the paper advance calibration status. If the status is PENDING, calibrate the paper advance: at the Front Panel, select the Image Quality Maintenance icon, then Paper advance calibration > Calibrate paper advance. After calibration, reprint the job. Try again with a new roll of paper. Watch the printer carriage when it reaches the end of its swath. If there is an unexpected delay, this may cause the banding. If this is the case, the following corrective measures can be taken: Do not use the computer while printing. Close applications that use a large amount of computer resources. Convert the file to PDF. Formats like PDF require less resources to print, which may solve your banding problem.
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2.
3. 4.
5. 6. 7.
This delay is possibly the result of the following: The user is performing tasks with other applications while printing (particularly image processing applications). These applications are using too many computer resources, and the computer cannot effectively process the print job. The file to be printed is complex, and the computer does not have the capacity to print such complex files. If printing over a LAN, it is possible that the LAN is too slow to meet the requirements of the print job.
Lines are Missing, Too Thin, or Too Thick
Shown below is an example of what you might see if you have this problem:
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Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Select the custom print quality options in the Print dialog, and if you are using best quality and glossy paper, try turning on the Maximum detail option. Reprint the job in case the problem has been solved. If the resolution of the image is greater than the printing resolution, a loss of line quality may be seen. You can find the Max. Application Resolution option in the Windows driver dialog's Advanced tab, under Document Options > Printer Features. Reprint the job in case the problem has been solved. Check the Printhead alignment status. If the status is PENDING, perform the Printhead Alignment (Main Menu/Image Quality Maintenance/Align Printheads). After alignment reprint the job. Check the paper advance calibration status. If the status is PENDING, calibrate the paper advance: at the Front Panel, select the Image Quality Maintenance icon, then Paper advance calibration > Calibrate paper advance. After calibration, reprint the job. Use Part 3 of the Image Quality Diagnostic Print, check if there are a significant amount of nozzles out in the color that is actually causing the problem (if see you a problem with the Black color in the customer print, then only check the Black printhead in the Image Quality Diagnostic Print). If there is a significant amount of nozzles out then replace the defective Printhead.
2.
3.
4. 5.
6.
Problems with Stepped Lines
When you look at the image you have printed there are 'stepped lines' in the borders of arrows and diagonal lines. The lines should be straight with no stepping. Shown below is an example of what you might see if you have problems with Stepped Lines:
Corrective Action 1. 2. 3. 4. The problems may be inherent in the image that you are trying to print. Try to improve the image with the application that generated the file. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Select the custom print quality options in your Print dialog, and if you are using Glossy media and BEST quality, turn on the Maximum Detail option. Change the image rendering resolution to 300 dpi (only in EconoMode Printmode) or 600 dpi depending on the printing needs. You can find the Max. Application Resolution option in the Windows driver dialog's Advanced tab, under Document Options > Printer Features.
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Troubleshooting
Corrective Action
Lines are Printed Double or in Wrong Colors
This problem can have various visible symptoms, as shown below:
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Corrective Action Reseat the printheads by removing them and then reinserting them. NOTE: As you reseat the printheads, the printer will automatically align the printheads. It is important that the alignment is completed properly.
Lines are discontinuous
If the lines are broken in the following way:
1. 2.
Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Reseat the printheads by removing them and then reinserting them. NOTE: As you reseat the printheads, the printer will automatically align the printheads. It is important that the alignment is completed properly.
Lines are Blurred (Ink Bleeds from Lines)
This problem is often caused by the ink soaking into the paper, making the lines blurred and fuzzy. This could be because of the humidity in the air.
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Corrective Action 1. 2. 3. 4. 5. 6. Check that the environmental conditions (temperature, humidity) are suitable for high-quality printing. Make sure that the paper type selected in the Front Panel is the same as the paper type loaded into the printer. Try using a heavier paper type. When printing dense colors, it is recommended to use HP Heavyweight Coated Paper or HP Super Heavyweight Coated Paper. If glossy paper is being used, try changing to a different type of glossy paper. Align the printheads. See Image Quality Maintenance Procedure on page 41. Try rotating the image.
Problems with Graininess
Shown below is an example of what you might see if you have problems with graininess:
Corrective Action 1. Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Check that printing is on the correct side of the paper. Check that the appropriate print-quality settings are being used (refer to the User's Guide for more information). In many cases, you can correct grainy printing by raising the print-quality level. Reprint the job in case the problem has been solved. Reseat the printheads by removing and then reinserting them.
2. 3.
4.
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NOTE: As you reseat the printheads, the printer will automatically align them. It is important that the alignment is completed properly. 5. Check the paper advance calibration status. If the status is PENDING, calibrate the paper advance: at the Front Panel, select the Image Quality Maintenance icon, then Paper advance calibration > Calibrate paper advance. After paper advance calibration, reprint the job. If there is only a strip of grain at the top of the job, try leaving a white margin of 5 cm before the job, or load a new roll of paper (with less paper curl).
6. 7.
Paper is not Flat
If the paper does not lie flat when it comes out of the printer, but has shallow waves in it, you are likely to see visible defects in the printed image, such as vertical stripes. This can happen when you use thin paper that becomes saturated with ink. Shown below is an example of what you might see if you have problems with the paper not being flat:
Corrective Action 1. Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Try using a heavier paper type. When printing dense colors, it is recommended to use HP Heavyweight Coated Paper or HP Super Heavyweight Coated Paper.
2.
Ink marks on the paper
This problem may occur for different reasons. Horizontal smears on the front of coated paper If a lot of ink is used on plain or coated paper, the paper absorbs the ink quickly and expands. As the printheads move over the paper, the printheads may come into contact with the paper and smear the printed image. This problem is normally seen only on cut sheets of paper (not on roll paper).
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Corrective Action 1. Check that the paper type loaded corresponds to the paper type selected in the front panel and in the software. You can check the paper type selected by pressing the View information key on the Front Panel. Use a recommended paper type and the correct print settings. If using sheet paper, try rotating the sheet 90 degrees. The orientation of the paper fibers may affect performance. Try using a heavier paper type. When printing dense colors, it is recommended to use HP Heavyweight Coated Paper or HP Super Heavyweight Coated Paper. Try to increase the margins by relocating the image to the center of the page with the software application being used.
2. 3. 4. 5.
Ink marks on the back of the paper This can happen after a lot of border less printing, especially with non-standard paper sizes. Ink residues on the platen are likely to mark the back of the paper. Corrective Action Clean the platen with a soft cloth. Clean each rib separately without touching the foam between the ribs.
Problems with the Edges of Objects
Stepped or not sharp The edges of objects or lines appear to be poorly defined or lighter in density than expected.
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Corrective Action If the print quality slider has already been set to Quality in the Print dialog, select the custom print quality options, and try setting the quality level to Normal (refer to the User's Guide for more information).
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Darker than expected The edges of objects seem darker than expected.
Corrective Action If the print quality slider has already been set to Quality in the Print dialog, select the custom print quality options, and try setting the quality level to Normal.
Black and white prints do not look neutral
Consider printing in grayscale (color options submenu inside the printing preference menu). See the User's Guide for more information.
Horizontal lines at the end of a cut sheet print
There is a type of defect that only affects the end of a print, within approximately 30 mm of the trailing edge of the paper. Some very thin horizontal lines may be seen across the print. Corrective Action 1. 2. 3. Print the Service Image Diagnostics Print, and clean any printheads that need cleaning. Reprint the job in case the problem has been solved. Try printing with roll paper. Try using larger margins around the image.
Vertical lines of different colors
The print has vertical bands of different colors along it. Corrective Action 1. 2. Try using a heavier paper type. When printing dense colors, it is recommended to use HP Heavyweight Coated Paper or HP Super Heavyweight Coated Paper. Use higher print quality settings (refer to the User's Guide for more information).
Vertical marks on the print (T1200 series only)
The print has vertical marks caused by the roll cover arm pinches. These marks may be particularly visible in prints with black area fills on some types of glossy papers.
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1. 2.
Try using a different glossy paper. Load the roll on the upper spindle and disable the roll cover (only the upper roll cover can be disabled). See Disable Upper Roll Cover (T1200 series only) on page 137.
White spots on the print
White spots are seen on the print. This is probably due to paper fibers, dust, or loose coating material. Corrective Action 1. 2. 3. Clean the paper manually with a brush before printing, to remove any loose fibers or particles. Always keep the cover of the printer closed. Protect paper rolls and sheets by storing them in bags or boxes.
Problems with Color Accuracy
Corrective Action 1. 2. 3. 4. Ensure that the paper type being used has been color calibrated, which will give color consistency from print to print, and from printer to printer. Check that printing is on the correct side of the paper. Check that the appropriate print quality settings are being used (refer to the User's Guide for more information). Reprint the job in case the problem has been solved. If the problem consists of color differences between your print and your monitor, please follow the instructions in the "How to calibrate your monitor" section of the HP Color Center. At this point, you may wish to reprint your job in case the problem has been solved. Select suitable options in the application (refer to the User's Guide for more information). Print the Service Image Diagnostics Print, and clean any printheads that need cleaning. Reprint the job in case the problem has been solved.
5. 6.
Color accuracy using EPS or PDF images in page layout applications Page layout applications such as Adobe InDesign and QuarkXPress do not support color management of EPS, PDF, or grayscale files. If these types of files have to be used, try to ensure that the EPS, PDF, or grayscale images are already in the same color space that is intended to be used later on in Adobe InDesign or QuarkXPress. For instance, if the final objective is to print the job in a press that follows the SWOP standard, at the time of creating the EPS, PDF or grayscale the image should be converted into SWOP.
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Corrective Action
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. 2. 3. Was the Cancel key pressed before all the data was received by the printer? If so, send the file again and make sure that the Cancel key is not pressed. 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. 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. Make sure that the software settings are correct for the current page size (e.g. long-axis prints). If network software is being used, make sure it has not timed out.
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4. 5.
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 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 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 16bit 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